Grand Central Railway has again been revealed as Britain’s highest-rated long distance train operator for customer satisfaction.
Figures released by Passenger Focus reveal that 95 per cent of its passengers were satisfied, or very satisfied, with Grand Central services in the Autumn 2013 National Rail Passenger Survey, a two per cent increase from the 93 per cent score received in Spring 2013.
Passengers cited fast journey times, the friendly attitude and helpfulness of Grand Central’s highly-trained on-board staff, free access to wi-fi and the extra legroom available as standard on trains among the reasons for high levels of satisfaction.
Richard McClean, managing director at Grand Central Railway, said:
“We’re delighted that customers are satisfied with Grand Central’s services and particularly thrilled with the impressive 98 per cent satisfaction on our West Riding route.
“Following previous passenger feedback, a fourth daily service between Bradford and London was added in December 2013 and we hope that this additional service on the West Riding route will help us to continue to develop these fantastic results.”
“We are also pleased that our passengers recognise Grand Central’s excellent value for money, with customers 21 per cent more satisfied with Grand Central’s prices then other long distance train operators.
“Grand Central makes good-value direct travel to London a possibility, particularly as we run much needed services for communities without another direct link to London.”
“Our committed staff and volunteer Station Ambassadors work hard to deliver excellent customer service and we’re very proud that our customers are pleased.
“We always aim to improve the Grand Central experience for passengers and we know there are specific areas where we can do better. In 2014 we’re investing in stations and in our fleet of trains to further improve our service and we look forward to continuing to operate at the heart of the communities we serve.”
Grand Central was compared positively to other long distance train operators including CrossCountry, East Coast, East Midlands Trains, First TransPennine Express and Virgin Trains in terms of overall satisfaction.
Grand Central is an open-access passenger train operator.
It is part of the Arriva group which provides transport services including buses, trains, commuter coaches and waterbuses.