156444 at Middlesbrough (Credit - David Sherrington)

Customer satisfaction continues to improve at Northern

Overall journey satisfaction amongst Northern’s customers has risen to 83 per cent, according latest figures released as part of the National Rail Passenger Survey.

Transport Focus has today released the latest results from its independent survey of Northern customers, providing valuable insight into their opinions and experiences.

As well as the overall increase in customer satisfaction, the majority of customers (83 per cent) feel Northern operates a punctual service, while 86 per cent of those surveyed were satisfied with the speed of their journeys. Satisfaction with both measures has increased since the previous survey.

The quality of Northern’s stations was also scrutinised, with 84 per cent of people stating they were satisfied overall. Meanwhile, 89 per cent of those surveyed were happy with the provision of on-station information and 83 per cent were content with the ticket buying facilities.

Richard Allan, Customer & People Experience Director at Northern, said: “It is encouraging that many of our scores are improving and we have firm plans in areas where customers want improvement, such as better stations and free WiFi on trains.

“The first of our refurbished trains are in service, the first new trains are being built, and new facilities are being built at many smaller stations. There is much more to come over the next three years as we modernise local rail services for the North.”

Contact Information

Glyn Hellam

Media Manager


01904 568652

07795 008693