Train firm praised

Tom CLift
Tom CLift

A TRAIN company has been rated as the second top performing in the country for passenger satisfaction, according to a customer survey.

Figures rating Grand Central’s performance and company services have been released by the independent national group Passenger Focus.

Grand Central was rated as the country’s second top performing train company, out of a total of 24 train operating companies nationwide, with 95 per cent of people saying they were satisfied overall in the autumn 2010 National Passenger Survey.

The Grand Central train service was assessed through a number of different categories in the survey, its lowest scoring category being the frequency of services which scored 70 per cent, as firm provides only four return services a day on its North Eastern route between Sunderland and London.

The service also scored 91 per cent on punctuality and reliablity making this one of its highest scoring categories in the customer survey.

The Passenger Focus survey also shows how much passengers appreciate the design and comfort of the Grand Central trains, with 95 per cent giving a positive rating to the comfort of the seating area and 93 per cent satisfied with the internal cleanliness of the trains.

For the first time, Passenger Focus also recorded passenger satisfaction with specific routes and this saw 94 per cent of passengers satisfied on Grand Central’s North-Eastern route that runs through Hartlepool and 96 per cent for its services in West Yorkshire.

Grand Central managing director, Tom Clift, said: “These figures are a tribute to our on train staff who are fantastic.

“We are keen to grow the number of routes and communities we serve to provide more potential passengers with the Grand Central experience.”

Grand Central had the highest overall passenger satisfaction score on the East Coat Main Line while East Coast, another train service that runs through Hartlepool railway station, scored 89 per cent.