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Following today’s release of the latest National Rail Passenger Survey (NRPS) customer satisfaction scores, we remain focused on improving its scores.
The research which was carried out by Transport Focus in autumn 2017 canvasses the opinion of around 25,000 people and shows the train company achieved an overall satisfaction score of 81 per cent, three per cent down on the results from last year.
Overall satisfaction with stations was marked highly with 85 per cent of customers agreeing that the company’s 19 managed stations were of an excellent standard.
Customers noted improvements in the availability of seating, shelter facilities plus the availability of Wi-Fi at TPE stations.
TPE is investing £18million in stations across the north over the life of its franchise.
Hull Paragon has already benefited from a £1.4million redevelopment including a new booking office, customer information point waiting room and toilets.
Elsewhere on the rail network, £3.7million has been spent installing ticket barriers at Dewsbury and Manchester Airport with new gates also due to be installed on platforms 1 to 3 at Manchester Piccadilly in spring 2018.
Kathryn O’Brien, Customer Experience Director for TransPennine Express said: “We have a fantastic team and have made lots of positive enhancements to our stations so I’m really happy customers have acknowledged these. We continue to invest in our people ensuring they have the skills needed to deliver excellent customer service.
“While our results remain at a high level overall, we appreciate that there have been some drops in some areas and we will now work through the detail and develop plans to address these.
“We know our trains are busier than ever and over the next two years, we will be delivering an £500million investment in additional services, new routes and brand new longer trains with more seats, the first of which begin entering into service from autumn this year (2018).
“The upgrade of our existing, Class 185 trains continues and many customers are already travelling on these trains with feedback for these being extremely positive.
“We understand that the punctuality and reliability of our services is also really important and we are continuing to work with industry partners such as Network Rail to deliver the service that customers expect and deserve.”
Customers were interviewed in autumn 2017 and the full results can be found on the Transport Focus website.
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