Northern Rail satisfaction levels fall below 50 per cent

Northern Rail.
Northern Rail.

Passenger satisfaction levels for Northern Rail have dipped below 50 per cent, according to a survey published today.

Only 46 per cent of Northern Rail customers were satisfied with services run by the company, which operates local routes in Yorkshire.

FirstTranspennine Express scored only 48 per cent for its services and East Midlands Trains, which operates between South Yorkshire and London, achieved only 50 per cent in the survey by Which?.

The publicly-owned and York-based East Coast company scored 59 per cent behind its west coast rival Virgin, which achieved 64 per cent, and Merseyrail, which was the highest rated at 70 per cent.

CrossCountry, which runs trains from Yorkshire to the south west and Scotland, scored 52 per cent.

Lowest ranked of 19 companies were Greater Anglia and Southeastern where the satisfaction score was only 40 per cent. Ten of the 19 companies had satisfaction scores of less than 50 per cent.

Which? executive director Richard Lloyd said: “It’s disappointing to see some train companies consistently falling down on the basics of customer service, with dirty and overcrowded carriages and toilets that don’t work.

“Seven rail franchises end in the next two years and we want to see passengers’ experiences put right at the heart of the tender process so companies respond to consumer expectations and can be held to account if they don’t.”