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Satisfaction for train users

Guardian News

Guardian News

RETFORD’S best train operator is First Hull Trains, a recent customer survey has found.

The company provides 14 services a day picking up and dropping off at Retford, to and from Kings Cross Station.

Figures by Passenger Focus, an independent rail industry passenger champion and watchdog, revealed that First Hull Trains scored 95 per cent in overall customer satisfaction.

This is a seven per cent improvement on the autumn 2011 survey and two per cent better than the scored achieved in spring last year.

The national average for long distance operators in the same survey was 89 per cent.

First Hull Trains achieved the highest score in the UK for the helpfulness and attitude of staff on the train, and zero per cent dissatisfied customer responses.

New managing director, Richard Parry, is delighted that First Hull Trains has achieved such recognition from its customers.

He said: “These results are exceptional and reflect the high standards of customer service we pride ourselves upon.”

“We are dedicated to taking care of our passengers and this recognition from customers directly is extremely gratifying.”

“Whilst the scores demonstrate that customers are very satisfied with our services, there is some very useful feedback about where we can improve still further.”

“My team and I will now look closely at where we can target our efforts to deliver even more for our customers wherever we can.”

New initiatives such as M-Tickets, where travel documents are sent directly to customers’ mobile telephones, a new, more interactive website and print at home tickets have all been a hit with passengers. The survey found customers liked the ease of which tickets can be purchased.

 

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