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Hull Trains achieves record score for overall customer satisfaction


Figures released today by Passenger Focus, the independent rail industry passenger champion and watchdog, reveal that First Hull Trains scored 95 per cent in overall customer satisfaction – a seven per cent improvement on the autumn 2011 survey, and two per cent better than the score achieved in spring 2012.

The figures put First Hull Trains ahead of the pack across the rest of the UK, for the first time, with the national average for long distance operators in the same survey being 89 per cent.  We were the only TOC to achieve 0% dissatisfied customer responses and achieved the highest score in the UK for the helpfulness and attitude of staff on the train.

New Managing Director, Richard Parry, is delighted that First Hull Trains has achieved such recognition from its customers.

He said: “These results are exceptional and reflect the high standards of customer service we pride ourselves upon.  We are dedicated to taking care of our passengers and this recognition from customers directly is extremely gratifying.” 

“Whilst the scores demonstrate that customers are very satisfied with our services, there is some very useful feedback about where we can improve still further. My team and I will now look closely at where we can target our efforts to deliver even more for our customers wherever we can.”

In 2012, First Hull Trains carried almost 800,000 people, a new record, on its 90 services a week between Hull and London King’s Cross.

New initiatives such as M-Tickets, where travel documents are sent directly to customers’ mobile telephones, a new, more interactive website and print at home tickets have all been a big hit with passengers. Of the people surveyed, 92 per cent said they were satisfied or very satisfied with the options and ease of which tickets can be purchased.

Passengers also rated First Hull Trains highly - scoring over 90% - in overall satisfaction with the trains, with punctuality and reliability, with journey times, cleanliness of carriages, upkeep and repair of the trains, comfort, ease of access and personal security.

David Walford, Humber Region Rail Development Company, said: “First Hull Trains’ score in the autumn survey doesn’t surprise me at all.

“When the company’s trains are performing at an optimum level, there really isn’t anybody better at what they do. Their staff and the travelling environment are first rate.”

“The company’s efforts to improve the reliability of their fleet of trains have resulted in some very impressive performance since the work was completed and I am hopeful that we will continue to see improvements throughout 2013.”

“On behalf of Humber Region Rail Development Company, I would like to say congratulations and well done to all the team at First Hull Trains.”
The company’s board of directors will draw further confidence in this customer feedback as they begin to develop plans for extending the company’s operating license beyond 2016.  

Richard Parry commented: “This fantastic feedback shows how valued the First Hull Trains service is, and we hope to build on the strong support of our customers, and the communities we serve, in developing our long term plans.”


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