Grand Central has been voted best long distance operator for the ninth time and best for value for money in a national survey of rail users.
Transport Focus released figures for its twice yearly National Rail Passenger Survey (NRPS) for Autumn 2019.
The National Rail Passenger Survey reveals that Grand Central was the best long distance operator for the ninth time, scoring 94 per cent. The York-based open access operator was also rated best overall for value for money, scoring 75 per cent, compared with a national average of 47 per cent and a long distance average of 56 per cent.
Grand Central has recently completed its £9m Adelante train refurbishment programme, an area which has seen significant increases in satisfaction levels. With regards to train upkeep, there was a 14 per cent year on year increase, with the operator scoring 92% satisfaction.
Interior cleanliness rose 11 per cent year on year, with a customer satisfaction level of 94 per cent, and the availability of power sockets saw passenger satisfaction levels increase by 14 per cent year on year to 87 per cent.
Richard McClean, managing director at Grand Central, said: “We’re absolutely delighted that once again we’ve been named as the number one long distance train company in the country with a score of 94 per cent and to be rated best for overall value for money at 75 per cent.
“What matters to our customers matters to us – a good service at a good price. We’re proud of our track record and our commitment to customer experience, but we can always do more to deliver more benefits for our passengers and great quality services at the heart of communities we serve.
“We have just completed the £9m refurbishment of our entire fleet of trains. We’re also bringing additional services to our North East route and will launch our new route from Blackpool to Euston in Spring 2020.
“Together with investments in online systems and our £2.6m station investment programme across our North East and West Riding routes, we’re confident that our customers will continue to see improving benefits to travelling on our services.”
Grand Central, part of the Arriva group, is an established train operator which provides direct rail connections between towns and cities in Yorkshire and the North East and London.