Renewed focus on customers delivers winning scores for LNER

London North Eastern Railway (LNER) have been awarded some of the highest scores for a long-distance train operator in the latest National Rail Passenger Survey (NRPS) results revealed today.

LNER secured 89 per cent for overall passenger satisfaction, which is two per cent above the average for long-distance train operators and also two per cent higher compared to the last results achieved by LNER in autumn 2018.

LNER customers continue to positively rate the availability, helpfulness and attitude of staff on trains and at stations along the 936-mile network connecting London, the East Midlands, Yorkshire, North East England and Scotland.

David Horne, LNER Managing Director, said: “It’s immensely rewarding to see customer satisfaction increase after the team’s focus, hard work and commitment to ensure customers have the best possible experience when they travel with us.

“We have reoriented our entire business around the customer and focused on how we can truly put the heart into every journey. This increase in satisfaction proves that putting the customer first is not only the right thing to do but is recognised as valuable by the very people who choose to travel with LNER.

“My thanks go to our customers for responding to the changes we’re making at LNER, and also to our dedicated teams who show they care and put passion into their work every day.”

Transport Focus consults more than 50,000 passengers a year to produce the National Rail Passenger Survey. Opinions of train services are collected twice a year from a representative sample of journeys.

NRPS is the largest published rail passenger satisfaction survey in the world. It supplies an official statistic that is used as a key performance indicator in most rail franchises. Full results are available on the Transport Focus website.

For more information, please contact:

LNER Press Office
press.office@lner.co.uk
07704 021 208