Customers voice their satisfaction with train service

26 Jun 2011

A local train company has been rated as highly satisfactory in a recent survey.

First TransPennine Express (FTPE) scored 89 per cent overall satisfaction in the independent National Passenger Survey.

The research which canvasses the opinion of more than 27,000 passengers across the U.K. was conducted in the Spring of 2011.

Results released today show that FTPE has improved in 8 of the 12 station categories since Spring 2010. Customers were particularly pleased with both the provision of information about train services and how effectively staff dealt with queries with these categories scoring 91 per cent and 90 per cent satisfaction respectively.

Overall satisfaction with stations managed by FTPE was marked highly with 87 per cent of customers agreeing they were of a good standard.

Customers also commended the service they receive when travelling on board, with the frequency of FTPE trains, their punctuality and the length of journeys all scoring above 83 per cent.

81 per cent of passengers were satisfied with the level of information they received whilst travelling and 88 per cent were pleased with the upkeep and condition of the train. There was also an improvement in passenger's views on their personal security with 87 per cent agreeing they felt safe on board an FTPE train.

Accessibility of FTPE trains was rated at 82 per cent.

Edith Rodgers, Customer Services Director for First TransPennine Express, said:
"We are delighted with the response from passengers. Our satisfaction ratings have improved continuously since 2004 and it is pleasing to know that our customers are able to take advantage of the great service we strive to provide."

"Our staff always want to improve the service we offer and the fact that 22 out of the 33 categories have either improved or stayed the same is testament to their commitment. We are very proud to be the joint best long distance provider in the country and will continue to provide a reliable and comfortable service with value for money for our customers."

Customers were also pleased with the ability to connect into other services and the helpfulness of staff on board.

First TransPennine Express manages 30 stations across the north of England and operates nearly 300 services a day with a team of just over 1,000 colleagues.

Last year FTPE carried nearly 24 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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