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Customers voice satisfaction for rail provider

26 Jan 2011

First TransPennine Express (FTPE) has been rated as highly satisfactory in a recent survey.

FTPE scored 87% overall satisfaction in the independent National Passenger Survey. The research which canvasses the opinion of more than 27,000 passengers was conducted in the Autumn of 2010.

Results released today show that the train operator has improved in 12 of the 13 station categories with customers particularly pleased with both the upkeep and cleanliness of the station environments and the attitude and helpfulness of staff.

Overall satisfaction with stations was marked highly with 86% of customers agreeing they were of a good standard.

First TransPennine Express (FTPE) manages 30 stations across the north of England and has to date invested over £15 million in their refurbishment and modernisation. All of FTPE's stations are accredited to the Department for Transport's Secure Station Scheme.

Edith Rodgers, Customer Services Director for First TransPennine Express, said: "We are delighted with the response from passengers and have been working hard to ensure our stations are as modern and accessible as possible.

"Our staff always want to improve the service we offer and the fact that 25 out of the 33 categories have either improved or stayed the same is testament to their commitment. We will continue to provide a reliable and comfortable service with value for money for our customers"

Customers were also pleased with the speed of journeys and the ability to connect into other services, whilst the scores for the provision of information whilst on board and at times of disruption have improved, from 75% to 77% and 85% to 86% respectively.

Nearly two thirds of passengers were also satisfied with the cost of train travel with 59% agreeing First TransPennine Express offered value for money, a two per cent improvement since 2009.

Last year First TransPennine Express carried approximately 23 million passengers, opened up new services between Blackpool and Glasgow, provided a rail link to Liverpool John Lennon Airport via Liverpool South Parkway and won the National Passenger Operator of the Year.



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