The firm says its achievement “sets the benchmark for long distance rail operators”.
Hull Trains was named the highest scoring British operator in the latest Rail Customer Experience Report (RICXR).(Image: Karl Andre Photography)
Hull Trains says it has become the highest scoring British operator in the latest Rail Customer Experience Report (RICXR) – a key survey of customers’ attitudes towards different operators. The firm, which runs runs services between Hull and Beverley and London King’s Cross says the report provides a comprehensive view of how train users feel about the railway with travellers questioned on the way to their destination.
The report launched last year and aims to give the industry insight into what is working and what needs to be improved. It is said to provide an unbiased view and a clear indication of the experiences customers receive both at stations and onboard.
For Hull Trains, the achievement follows winning Operator of the Year at the Spotlight Rail Awards in March. The firm scored a 95.4% overall rating – higher than any other operator.
The scoring is based on the aggregation of the last three measured periods. Meanwhile, sister brand Lumo, also owned by transport firm FirstGroup, also scored significantly higher than the average achieved by other long-distance operators with an 89.4% overall customer satisfaction rating.
Stuart Jones, managing director of First Rail Open Access, said: “Adding to the fabulous Operator of the Year win at the Spotlight Rail Awards, this updated Rail Customer Experience Report demonstrates that Hull Trains continues to set the benchmark for long distance rail operators. We’re extremely proud of our whole team and this result is testimony to the hard work of everyone at the company. Our customers are so important to everything that we do and we look forward to welcome even more customers onboard in the rest of the year.”
Paul Jackson, head of customer and Stakeholder Engagement at First Rail Open Access said: “Congratulations to Hull Trains and also to Lumo for these impressive results. Many of our customers reach out to us directly to praise our team, so it’s great to see that recognised again with this report. We’re always looking to raise the bar in the rail industry. Thank you to all of our colleagues and our wonderful customers.”
Hull Trains stop at Beverley, Hull, Doncaster, Grantham, Selby and London King’s Cross on eight direct weekday services.
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