Grand Central top for Passenger Satisfaction!

Figures released today by Passenger Focus reveal that 95% of Grand Central passengers were satisfied with the company’s services, making the Arriva owned Open Access Operator the UK’s highest passenger rated Train Operating Company.

The results are contained in the independent passenger watchdog’s Autumn 2011 National Passenger Survey, based on survey work undertaken between the 1st September and 18th November 2011.

Passenger Focus also recorded passenger satisfaction with specific routes served by each operator. This saw 95% of passengers satisfied on Grand Central’s North Eastern (Sunderland - London) route and 93% satisfied on the West Riding (Bradford – London) route

As well as rating Grand Central the top performing operator the Passenger Focus survey also shows how much passengers appreciate the design of Grand Central’s trains; with 93% giving a positive rating to the comfort of the seating area, 92% satisfied with personal security aboard Grand Central services and 92% satisfied with the length of time journeys were scheduled to take.

In section six of the Passenger Focus report there are details of passenger satisfaction with on-train connectivity. Grand Central recorded the highest level of passenger satisfaction for mobile reception (77%) and the second highest level for data coverage (64%) confirming that many passengers aboard Grand Central services take the opportunity to use their travel time to work productively.

Grand Central Managing Director, Tom Clift, welcomed the results: “I am delighted that Grand Central has again achieved an overall satisfaction score of 95%. This is a ringing endorsement of Open Access as well as a testament to the skill and hard work of our dedicated and friendly staff.

“Today's results show yet again that small really is beautiful. Open Access Operators are entirely reliant on passenger goodwill to generate income, rather than government support.

“At the same time we also know that Grand Central must maintain its focus on meeting the ever increasing customer service expectations of our passengers. To help achieve this we will continue to press Network Rail for faster journey times on our routes as well as seek enhanced facilities from those TOCs whose stations we serve.

“As our contribution to improving the environment of some of the stations we serve Grand Central has committed £400,000 to undertake improvement works at stations including Eaglescliffe, Northallerton, Mirfield and Wakefield Kirkgate.”


Notes to editors

  • Grand Central has the highest overall passenger satisfaction score on Britain’s Railway network at 95%. The average passenger satisfaction figures for other long distance operators was 86%.
  • Grand Central does not manage any of the stations it serves. Grand Central is involved in various partnership schemes within the rail industry, that are working to improve a number of stations along our routes.
  • Grand Central operates railway services on two routes. Its North Eastern route provides four return services a day between Sunderland and London and its West Riding route provides three return services a day between Bradford and London.
  • For further information on Grand Central please contact Rupert Brennan Brown of Rail Positive Relations on 07973 950 923 or via email at rupert@railpr.com