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Thursday 26th January 2017

Intercity rail operator TransPennine Express (TPE) has seen an improvement in its overall customer satisfaction rating which has risen to 84 per cent.

The findings are from the autumn 2016 National Rail Passenger Survey undertaken by independent watchdog, Transport Focus and show that overall satisfaction has improved by one per cent in the last 12 months.

Scores for TPE improved in 25 out of 37 categories while six stayed the same.

Customers noted an improvement in the punctuality and reliability of services, which grew by eight per cent when compared with autumn 2015. This is due to the implementation of a temporary train plan on part of its network in autumn 2016 to help protect the reliability of services against the conditions caused by leaves on the line.

Connections with other train services improved by seven per cent while the provision of information about train times and platforms grew by four per cent.

Kathryn O’Brien, Customer Experience Director for TransPennine Express, commented: “We know our trains are busy but it’s great to see that customers have recognised the improvements in the reliability of our trains and the hard work and professionalism of our brilliant colleagues.

“Since the last autumn survey, we’ve taken significant steps to improve the experience for customers. We’ve improved our catering and are now working with businesses across the North and Scotland to provide locally sourced, quality products from scotch eggs to pork pies.

“While the survey result show we are heading in the right direction; there is still more work to be done. Later this year, we’ll begin refurbishing our existing, modern trains to like-new standard and will be introducing free Wifi and on-board media servers to all our trains – meaning customers will be able to watch the latest news, films and TV shows. This, coupled with the introduction of 220 brand new carriages over the next four years will transform the experience we give to customers."

Customers were interviewed between September and November 2016 and full results of Transport Focus’ autumn 2016 ‘National Rail Passenger Survey’ can be found at

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