A train operator that runs services through Huddersfield has pledged to further improve services across its network.

First TransPennine Express (FTPE) which operates services across the north of England and into Scotland has achieved an 82% overall satisfaction.

The National Rail Passenger Survey (NRPS) seeks the views of some 30,000 rail users across the country and results released today show FTPE’s satisfaction rating to be just above the national average of 81%.

The survey has also revealed that FTPE has either improved or maintained satisfaction ratings in 20 of the 37 categories when compared to the previous survey in Autumn 2013.

Passengers were particularly pleased with the provision of information about train times and platforms (88%) and how well station staff dealt with requests for help (85%).

Additionally customers gave FTPE’s 30 stations an 85% satisfaction rating whilst also acknowledging the up keep of trains was appropriate with an 84% approval.

Journey times were also marked positively with 85% of those surveyed agreeing that FTPE services connected northern cities and towns in a timely manner.

Nick Donovan, FTPE’s managing director said: “Customer satisfaction scores have improved in the majority of areas. That said, we are not at the level we want to be and we are committed to do more for our customers and better meet their requirements.

Nick Donovan, managing director of First TransPennine Express
 

“The railway in the north of England is undergoing unprecedented levels of investment and improvement and while there has and will be disruption, the future is bright. Over the next five years the opportunity exists to operate an additional 700 services a day on a more reliable railway.”

Passengers were interviewed between September and October last year and did voice concerns about levels of punctuality and reliability with 26% of customers suggesting improvement is needed.

To address this FTPE has been working closely with Network Rail to improve reliability, with additional investment by both Network Rail and FTPE showing early signs of success in increasing the punctuality of services. FTPE’s current Public Performance Measure (PPM) shows that 90% of services arrive between 0-9 minutes of the stated timetable.

FTPE introduced a new fleet of trains in 2014 and is now providing an additional 90,000 seats a week across its network meaning increased capacity across the North West, North, South and West Yorkshire, Humberside, the North East, Cumbria and into Scotland.

Five trains an hour now operate in both directions between Manchester and Leeds and new intercity services have been introduced between Liverpool and Newcastle with journey times being reduced on many routes.