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  1. ITV Report

Customers voice satisfaction for TransPennine Express

Customers noted an improvement in both the standard of trains and stations Photo: PA

Customers remain highly satisfied with the service provided by TransPennine Express according to new figures.

The company, which runs trains across the North and into Scotland, scored 86 per cent overall satisfaction in the National Rail Passenger Survey conducted by independent railway watchdog Transport Focus.

Customers noted an improvement in both the standard of trains and stations with overall satisfaction rising to 86 per cent (up 4 per cent) and 88 per cent (up 2 per cent) in the last 12 months.

We are thrilled with this valuable feedback from our customers which demonstrates that they are really noticing the improvements we are making.

Our colleagues continue to put every effort into ensuring customers received the standard of service they deserve and I’m proud to see that this has been recognised.

We’re delivering an investment of £500million over the next three years and customers across the North will soon be travelling on all 51 of our newly refurbished trains, the first of which entered into service yesterday (24 July 2017).

We are also introducing brand new trains with free Wi-Fi and an on-board entertainment system which will totally transform customer’s journeys with us in terms of comfort, space and extra seats.”

– Kathryn O’Brien, Customer Experience Director, TransPennine Express

Full results of Transport Focus’ spring 2017 ‘National RailPassenger Survey’ can be found online here https://www.transportfocus.org.uk/research-publications/research/national-passenger-survey-introduction/