Customer service push pays off for TransPennine Express

Customer service push pays off for TransPennine Express

TransPennine Express, jointly owned by Aberdeen-based First Group and Keolis, has seen its overall customer satisfaction rating increase to 87%.

The train service, which works across North England and Scotland, has seen its levels of customer satisfaction rise 2% from the previous year, in a survey which took place between 19 January and 29 March.

The survey which canvasses the opinions of over 50,000 rail users revealed that satisfaction on TransPennine Express' North West route has improved or stayed the same in 24 out of 37 areas, including service frequency, journey times customer service and stations.

There was a ten per cent improvement in the helpfulness and attitude of staff at stations and a three per cent enhancement in the availability of conductors on-board the trains, thanks to an investment made by the firm to boost training and developing customer service over the last 12 months.

Key services that were positively highlighted included those between Manchester, Wigan, Preston, Lancaster, Oxenholme, Penrith, Carlisle, Glasgow and Edinburgh.

Customer experience director for TPE, Kathryn O’Brien said: “I am delighted to see that customers have noticed an improvement in our service.  

 “We have invested significantly in our workforce and more than 600 colleagues have taken part in the ‘WorldHost’ customer service training programme.

“We have also introduced 'Back on track', a new tool that empowers our frontline teams to make on the spot decisions to help our customers. It is therefore very pleasing to see that customers have seen an improvement in the attitude and helpfulness of staff as well as their availability.  

“We’ve also focused on improving the overall customer experience and have installed free Wi-Fi at all 19 of our managed stations.

Over the next four years, TransPennine Express will deliver a £500m investment towards further improving customer service.

“This will include the introduction of 220 brand new carriages which will contain free Wi-Fi, plug sockets at every seat and an on-board media server, allowing the streaming of films and T.V shows,” added O’Brien.


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