Northern records big jump in customer satisfaction across the North of England
Train operator Northern has reported a strong set of customer experience results, with new figures showing passengers are feeling noticeably better about the support they receive on their journeys.
The operator's latest Customer Satisfaction Score (CSAT) figures reveal that overall customer satisfaction has risen to a record 68%, an increase of 16 percentage points compared with last year and 12 points above the operator’s target.
The uplift reflects continued efforts to improve reliability, comfort and customer-facing services across the network.
Stations have also shown stronger performance. Station cleanliness now stands at 80%, up 7 points on last year, following investment in cleaning regimes and operational changes aimed at maintaining higher standards. Station security, which measures how safe customers feel, has reached 72%, an increase of 5 points.
Station staff availability has risen to 67%, highlighting an emphasis on ensuring customers can easily access support when travelling.
Alex Hornby, Commercial and Customer Director for Northern, said: “Whether it’s cleaner stations, a greater sense of security or simply having our colleagues there when they’re needed, these new scores show that Northern is moving firmly in the right direction.
"There’s more to do and we’re not slowing down with building further improvements, but this is a moment to recognise the progress being made, the fact our customers are noticing, and the hard work happening every single day across the network.”
Northern is the second largest train operator in the UK, with 2,650 services a day to more than 500 stations across the North of England.