Customers voice high level of satisfaction for TransPennine Express franchise

Customers voice high level of satisfaction for TransPennine Express franchise

04 Jul 2016

Inter-city rail operator, TransPennine Express (TPE) has seen its overall customer satisfaction rating increase to 87 per cent.

The research took place between 19 January and 29 March 2016 and TPE’s overall result improved by two per cent when compared with the findings from the same time last year.

The findings are taken from the spring 2016 National Rail Passenger Survey which is undertaken by independent transport user watchdog, Transport Focus.

The survey, which canvasses the opinions of over 50,000 rail users, nationwide, revealed that customers are pleased with the frequency of services along with the length of time it takes to complete journeys.

TPE maintained high levels of satisfaction across a number of different categories and customers are happy with the attitudes and helpfulness of staff, both at stations and on-board trains. The company scored 82 per cent and 81 per cent in these particular areas.  

Customer Experience Director for TPE, Kathryn O’Brien said: “I am delighted to see that customers have noticed an improvement in our service.

“In the past 12 months, we have invested significantly in our workforce and more than 600 colleagues have taken part in the ‘WorldHost’ customer service training programme. We have also introduced 'Back on track' a new tool that empowers our frontline teams to make on the spot decisions to help our customers. It is therefore very pleasing to see that customers have recognised this and are happy with the attitude and helpfulness of the team.

“Our new franchise began on 1 April 2016 and since then, we’ve introduced a number of positive changes such as improved catering and half price discounts for groups and jobseekers.

“Over the next four years, we will deliver a £500million investment which will improve the overall level of service that customers receive.  This will include the introduction of 220 brand new carriages which will contain free Wi-Fi, plug sockets at every seat and an on-board media server, allowing the streaming of films and T.V shows.”

The full results of the survey can be found here:



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