Sustained success for LNER passenger satisfaction

29/01/20

LNER NPRS

London North Eastern Railway (LNER) has once again secured one of the highest scores for a long-distance train company as part of the latest National Rail Passenger Survey results revealed today.

LNER secured 89% for overall passenger satisfaction as part of the independent survey by Transport Focus. This represents a year on year improvement by two points for LNER compared to other long-distance train companies.

LNER has seen specific increases in scores for the experience customers enjoy onboard the services which connect London, the East Midlands, Yorkshire, North East England and Scotland.

There has also been an increase in the results for the availability of staff at stations and customer journey information.

David Horne, Managing Director at LNER, said: “LNER is committed to providing the very best customer experience for everyone who travels with us. We continue to build on the work we’ve already done to deliver even more value for money; making travel simpler, smarter and keeping the customer at the heart of all we do.”

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.

You can view LNER's results on our how we're doing page.

Latest News

View all

LNER to introduce reservation only services

15/05/20

LNER will introduce ‘reservation only’ travel from 11:00 on Monday 18 May 2020 until further notice.

LNER celebrates Azuma first birthday with the chance to name a train

15/05/20

LNER celebrates a full year since the world-class Azuma train launched into passenger service on the LNER route.

LNER to put rail industry at forefront of innovation

04/05/20

LNER is aiming to fast-track digital and tech developments into the rail industry through a groundbreaking new innovation programme called LNER FutureLabs.