York-based Grand Central on right track for passenger satisfaction

Grand Central Railway has been revealed as Britain’s highest rated long-distance train operator for customer satisfaction.

Figures released today by Transport Focus reveal that Grand Central topped the Spring 2016 National Rail Passenger Survey, with 96 per cent of passengers satisfied or very satisfied with its services, compared to the national average of 80 per cent.

Following significant investment by Grand Central in its fleet, passengers cited comfort of seating (90 per cent of passengers satisfied) and cleanliness of the interiors (88 per cent of passengers satisfied) among the reasons for the high levels of satisfaction.

The company also had an increase in passenger satisfaction with its presence at stations, following investment in initiatives, and it was recognised for the punctuality and reliability of its trains (96 per cent of passengers satisfied compared to a national average of 73 per cent) along with helpfulness and attitude of staff on its trains (90 per cent, compared with the long-distance national average of 81 per cent).

Richard McClean, Grand Central’s managing director, said: “The results show that we continuously listen to our customers, take on board what matters most to them – particularly focusing on consistently delivering the basics brilliantly – and translate their feedback into action.

“We understand that it is important to provide great value experiences that match, if not exceed, customer expectations, and this is what has led to high levels of customer satisfaction with our services.

“Our continued investment to refresh our fleet, along with the introduction of free wi-fi and other services designed to provide great travel experiences on all our trains, are just some of the ways in which we aim to satisfy our passengers.”

Grand Central is part of the Arriva group and provides direct rail connections from towns and cities in Yorkshire and the north-east with London.