Research through customer surveys undertaken on Hull Trains in January 2024 have showed that passenger satisfaction with the region’s services is it its highest levels with an overall 96% passenger satisfaction.

Out of the 1,000 people who participated in the survey, 96% conveyed their impression of the journey experience, with 94% of passengers expressing their contentment with the reliability of their services, while 93% expressed their satisfaction with the journey times of the trains.

With onboard staff also being singled out as having a positive impact on customers who request assistance or information while travelling on Hull Trains services.

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As a thank you to its passengers, Hull trains will be offering jam cupcakes to its passengers for a limited time when they next travel with Hull Trains across its network.

“I am delighted to see the results of the independent customer survey demonstrating the difference our people make to Hull Trains. This reflects the commitment of our entire team in delivering the best possible experience for our customers when they travel with us. It’s great to see people value the comfort, speed and reliability of our offer as we continue to welcome more people to rail.

“Whilst we have commissioned this research as a Hull Trains specific survey, we’ve deliberately aligned to the question set used in wider rail industry services so that these impressive results can be benchmarked. This amplifies that this is an industry leading score showing our commitment to supporting customers and the communities we serve.”

Hull Trains Managing Director Martin Gilbert

The TAS Partnership transport consultancy, working in collaboration with market research specialists MRFGR, which set out the questions in line with previous nationwide rail questionnaires, undertook the survey.

They recorded the data collected from customer feedback before producing the figures.

For 24 years, Hull trains have been operating between London Kings Cross and Hull Paragon while serving many other destinations at the southern end of the East Coast Main Line and in the East Midlands.

Earlier this year, the company undertook its biggest timetable transformation in two decades with the introduction of newer, longer trains which became available to increase the number of services and on board seating capacity.

94 trains a week now operate between London and Hull, with the addition of over 4,000 seats, which has played a part in the increase in passenger numbers and the high levels of passenger satisfaction.

The survey also showed that E-Ticketing is popular with 78% of Hull Trains customers, with the preference to buy tickets in advance to get cheaper fares.

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