Grand Central Railway has been revealed as Britain’s best value long distance train operator for the fifth year in a row by the National Rail Passenger Survey.
Figures released today by Transport Focus reveal that 78% of passengers were satisfied, or very satisfied, with the value for money offered Grand Central in the Spring 2017 National Rail Passenger Survey, compared with a national average of 47%.
Overall customer satisfaction with Grand Central services reached 94%, compared with a national average of 83%, as customers recognised Grand Central’s industry-leading punctuality (96%, compared with the national average of 77%) and the outstanding helpfulness and attitude of staff on our trains (94%, compared with the national average of 68%).
Richard McClean, Managing Director at Grand Central, said: “We are delighted to be rated best value long distance train operator for the fifth year running. We believe great things happen when people get moving, so we understand how important it is to provide great value opportunities for the local communities that we serve. The survey 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 strive to go the extra mile to give customers those little extras that we know go a long way to making the best travel experiences, such as our investment in a new First Class lounge at the rejuvenated Wakefield Kirkgate station. A £10m investment programme to refurbish our Class 180 trains is underway, which will transform our fleet and ensure our passengers can travel in even greater comfort for years to come.
As a small operator, we can be flexible in our approach to customers and champion our people to ensure that they are able to provide that personal touch that makes us different. The results are therefore a testament to our fantastic team of people who are committed and passionate to deliver the best service possible.”
Grand Central is an established train operator, part of the Arriva group. Grand Central provides direct rail connections from towns and cities in Yorkshire and the North East with London.