Northern has received an overall customer satisfaction score of 88% in Transport Focus’s latest rail passenger scorecard, moving the company from the bottom of the national rankings.
The latest scorecard has seen the operator place towards the top of the table which ranks scores for both train and station cleanliness, safety, information, punctuality and value for money.
Data shows that Northern performed above the national average in several areas:
- Value for money: 66%, seven points above the national average of 59%
- Personal safety on board: 87%, above the national average of 86%
- Customer information: 89%, in line with the national average
The data comes as Transport Focus releases its Rail Customer Experience Survey Official Statistics, an additional set of metrics which also shows that Northern was among the most improved train operators in the country.
Alex Hornby, Commercial and Customer Director for Northern, said:We're all delighted at Northern to have moved towards the top of the pack and firmly away from the bottom of this customer satisfaction table, seeing us move ahead of the national average in value for money scoring and several other areas.
None of this happens by accident. These results are what our 'Creating Customer Confidence' programme was designed to deliver. Our colleagues work so hard to deliver for our customers and we appreciate the trust our customers place in us.
We are proud of this progress but we are not stopping there. There's more to do, and we'll continue to listen to our customers in order to deliver real improvements where they matter most.
