Yorkshire-based open access train operating company First Hull Trains, which runs 14 direct daily trains between Hull and London, is officially amongst the very best in the country when it comes to customer satisfaction, an independent survey has revealed.
The spring 2011 National Passenger Survey (NPS) ranks the award-winning train operator joint first with Heathrow Express when it comes to customer satisfaction – with 95% of passengers stating they were satisfied with the overall service.
The result represents a 2% improvement in customer satisfaction for Hull Trains since last Autumn and is the highest level that they have achieved at any time since the company, which is headquartered in Hull, first participated in the independent survey.
Out of 22 passenger train operating companies that took part in the survey, First Hull Trains has topped the table for the very first time and new managing director Cath Bellamy is delighted.
The results from the survey rate the company’s services against strict criteria measured by Passenger Focus, the independent consumer watchdog for Britain’s rail passengers.
Cath Bellamy said: “We are absolutely thrilled that our customers have rated us so highly in this independent assessment of the services we offer.
“It is a tribute to the hard work and dedication of the wonderful team at First Hull Trains that people think so highly of us and the services we deliver.
“I would like to say a big thank you to my team for their hard work every day and to our customers for their loyal support.
“That being said, we are not complacent and we will continue to work really hard to do things even better. Despite this shining result, we know we don’t get it right all the time.
“We remain firmly committed to doing the right thing for the people and communities we serve and providing a railway service that everyone can feel proud of.
“We are over the moon with this response and I would like to say a big thank you to everyone concerned.”
In January 2011, First Hull Trains introduced four fully refurbished trains having spent around £2.5m on an interior and exterior refurbishment in response to customer feedback.
In recent weeks the company has also introduced free, unlimited, WiFi, a brand new healthy options seasonal menus and a new timetable offering quicker journeys.