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First TransPennine Express: Customers voice satisfaction for rail provider

First TransPennine Express: Customers voice satisfaction for rail provider

A local train company has been rated as highly satisfactory in a recent survey.

First TransPennine Express (FTPE) scored 88 per cent overall satisfaction in the independent National Passenger Survey. The research which canvasses the opinions of around 30,000 passengers was conducted in Spring 2012.

Results released today show that the train operator has improved in 18 of the 33 categories (since Spring 2011) with customers particularly pleased with the frequency and punctuality of the train service.

The twice yearly survey showed a 4 per cent improvement in overall satisfaction for FTPE from 84 per cent in Autumn 2011.

Overall satisfaction with stations was marked highly with 86 per cent of customers agreeing they were of a good standard. This was reflected in the scores relating to the upkeep and cleanliness of FTPE’s 30 managed stations. Customers also agreed that they felt more secure than previously when using FTPE stations.


Customers commended the service they received when travelling on board, noting that trains were well maintained and that staff were found to be helpful and informative.

Nick Donovan, Managing Director, said,

“We are absolutely delighted with the response we have received from our customers.

“Our teams have worked extremely hard to raise the standard of service customers receive from us and I want to thank them for their commitment and helpfulness.

“Since 2004 our satisfaction rating has improved by 14 per cent which reflects our investment in station facilities, trains and staff development. Our trains are more reliable than ever before.

“The future is also bright with new longer trains and more customer capacity being delivered across our network from the end of 2013.

“We will continue to work to deliver a great service every day.”

FTPE manages 30 stations across the north of England and operates nearly 300 services a day with a team of just over 1,000.
FTPE carries approximately 25 million passengers a year and has recently received an extension to its franchise until 2015.

Earlier in 2012 FTPE placed a £60 million order for a fleet of new trains which will be delivered into service from 2013 and was named the Rail Operator of the Year for 2011.