Onboard teams at one of the country’s leading open access train operators have been highlighted as
a key factor in helping most impress customers according to new research.
Hull Trains achieved a 96 per cent overall satisfaction rating according to the independent survey
with the onboard teams securing some of the most impressive scores.
Almost 1,000 Hull Trains’ customers were surveyed during January 2024, with the ‘overall journey
experience’ result achieving a score of 96%. Other results from the survey included consumer
satisfaction for time keeping at 94% and journey time at 93%.
Hull Trains Managing Director Martijn Gilbert, said: “I am delighted to see the results of the
independent customer survey demonstrating the difference our people make to Hull Trains. This
reflects the commitment of our entire team in delivering the best possible experience for our
customers when they travel with us. It’s great to see people value the comfort, speed and reliability
of our offer as we continue to welcome more people to rail.
“Whilst we have commissioned this research as a Hull Trains specific survey, we’ve deliberately
aligned to the question set used in wider rail industry services so that these impressive results can
be benchmarked. This amplifies that this is an industry leading score showing our commitment to
supporting customers and the communities we serve.”
To say celebrate the success of the customer survey results, Hull Trains is treating customers to
special jam-filled cupcakes made in Hull at locations across the Hull Trains route.
The results from the survey commissioned by the open access operator, and led by The TAS
Partnership transport consultancy working with market research specialists MRFGR, demonstrate
the success of the Hull based operator which serves destinations including Selby and Doncaster.
The question set was aligned to those asked in wider National Rail Passenger Surveys to allow
benchmarking across the sector, and are backed up by the results of previous industry wide
surveying.
Hull Trains announced in January 2024 it would be responding to customer demand by running
additional 10 carriage trains on a number of its services. This was the company’s biggest timetable
transformation in 23 years. These latest survey results demonstrate it has already had an impact in
terms of improving customer experience with the addition of more seats and more offers for
customers.
The change, which was introduced as a direct result of record growth in customer journeys, delivers
an extra 4,000 available seats per week for customers, compared with the previous five carriage
trains.
The latest survey results also indicate that Hull Trains customers are embracing e-ticketing with 78%
of respondents using mobile or E-Tickets, as opposed to printed tickets. Customer confidence with
Hull Trains is strong with planning ahead for trips seen as vital with the majority (78%) of
respondents having booked advanced tickets.
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