NORTHERN Rail, which operates trains on the Wharfedale line, has achieved its best ever customer satisfaction score in the latest National Rail Passenger Survey (NRPS).
Northern, a Serco and Abellio joint venture, has achieved an impressive 84 per cent overall customer satisfaction score, compared to a national score of 83 per cent. Of the 26 train operators surveyed, Northern is one of only five to significantly improve overall.
It is Northern’s best ever score in the 12 years of its current franchise operation.
Recent improvements have included the information provided to customers during delays and the train standards.
And, for the future, Northern has already started developing retail technologies for ticket buying, such as Apple Pay and Smart Walls, which use facial detection technology to move interactive ticket touchscreens to the customer’s eye level.
Natalie Loughborough, customer service director for Northern Rail said: “The National Rail Passenger Survey is an independent verification of the hard work put in by everyone at Northern to improve customer service.
“There were almost 100 million customer journeys on Northern’s network in 2015. Therefore we are delighted to be one of the few train operators to significantly improve customer satisfaction scores; this is our best result in 12 years and a major step up from our bottom of league table position just two years ago.”
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