The UK’s Rail Operator of the Year 2016/17 has received one of its biggest endorsements yet for customer service in the prestigious Rail Business Awards.
Hull Trains has been shortlisted ahead of the awards in February for Customer Service Excellence, beating off competition amongst an “exceptionally high calibre” of entries.
Will Dunnett, Managing Director of Hull Trains says:
“The Rail Business Awards are arguably the most coveted and respected accolades in the rail industry and a huge endorsement of performance from industry peers, stakeholders and media.
“To be a finalist, especially for the service we deliver to our customers, is testimony to the high-quality of our team and colleagues who deliver excellent service each and every day.”
Over the past 12 months Hull Trains has collected a plethora of awards for Customer Service including from the North of England Transport Awards; Mail Business Awards and the international BeFirst awards. It was awarded Rail Operator of the Year 2016 at the National Transport Awards – one of the most sought-after endorsements for outstanding quality and service.
This year, it became the very first rail operator on the east coast mainline to receive Gold Standard Investors in People, recognising outstanding achievement in people management and leadership. It remains the UK’s most gender-equal rail operator with a 50/50 workforce, in stark contrast to the industry norm, where only 16% of roles are filled by women.
The open-access operator has been at the top of the National Rail Passenger Survey for overall customer satisfaction for four consecutive years. In 2017, it achieved a satisfaction rate of 97% – 8% higher than the average of long distance operators and the highest ever achieved by a rail operator in the UK.
It also scored a tremendous 95% for the helpfulness and attitude of colleagues – 13% higher than the industry average – demonstrating the importance customers place on the presence of well-trained, high-quality colleagues on the trains.
