Grand Central Railway tops list for customer satisfaction levels

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Grand Central Railway has been revealed as Britain’s highest rated long distance train operator for customer satisfaction.

Figures released today by Transport Focus reveal that Grand Central topped the Spring 2016 National Rail Passenger Survey with 96 per cent of passengers claiming they were satisfied, or very satisfied.

This compared to the national average of 80 per cent.

Grand Central scored highly in other areas, including helpfulness and attitude of its staff, punctuality and reliability, and overall satisfaction with its trains.

Richard McClean, Managing Director at Grand Central, said: “We are delighted to top the Spring 2016 NRPS. The results show that we continuously listen to our customers, take on board what matters most to them – particularly focusing on consistently delivering the basics brilliantly – and translate their feedback into action. We understand that it is important to provide great value experiences that match, if not exceed, customer expectations, and this is what has led to high levels of customer satisfaction with our services.”

The result follows an investment programme by Grand Central in its fleet, with passengers citing comfort of seating and cleanliness of the interiors among the reasons for the high levels of satisfaction.

Grand Central also saw an increase in passenger satisfaction with its presence at stations, following investment in initiatives such as the regeneration of Wakefield Kirkgate and its ambassador scheme in Brighouse, Hartlepool and Eaglescliffe in Teesside.

“Our continued investment to refresh our fleet, along with the introduction of free WiFi and other services designed to provide great travel experiences on all our trains are just some of the ways in which we aim to satisfy our passengers.

“Our ongoing support for the regeneration of Wakefield Kirkgate has been recognised with The Cross Rail Award for Urban Heritage and is part of our strategic efforts to further improve the customer experience at the stations we serve, making travelling by train more appealing.

“As a small operator, we can be flexible in our approach to customers and champion our people to ensure that they are able to provide that personal touch that makes us different.

“The results are therefore a testament to our fantastic team of people who are committed and passionate to deliver the best service possible.”

Grand Central was also recognised for the punctuality and reliability of its trains with 96 per cent of passengers satisfied compared to a national average of 73 per cent, along with helpfulness and attitude of staff on its trains.

Grand Central is part of the Arriva group and provides direct rail connections from towns and cities in Yorkshire and the North East with London.