The Northern customer satisfaction score has reached 88% in the latest Transport Focus rail passenger scorecard, moving the operator away from the bottom of the national rankings.

Commuters boarding a Northern train
Commuters boarding a Northern train. Photo: Northern Trains Limited

Northern customer satisfaction score in the latest scorecard

In the new scorecard⁠, Northern is placed near the upper end of the table. The ranking covers passenger views on train and station cleanliness, safety, information, punctuality and value for money.

Several of Northern’s results⁠ were above or in line with the national average. Its value for money score reached 66%, compared with a national average of 59%. Personal safety on board was rated at 87%, slightly above the national figure of 86%, while customer information stood at 89%, matching the national average.

Transport Focus data and customer experience

The figures were published alongside Transport Focus’s Rail Customer Experience Survey Official Statistics⁠. The additional metrics also identify Northern as one of the most improved train operators in the country.

Alex Hornby, Commercial and Customer Director for Northern, said:

“We’re all delighted at Northern to have moved towards the top of the pack and firmly away from the bottom of this customer satisfaction table, seeing us move ahead of the national average in value for money scoring and several other areas.”

Northern train at Manchester Piccadilly
Archive photo of a Northern train at Manchester Piccadilly. Photo: Northern Trains Limited

“None of this happens by accident. These results are what our ‘Creating Customer Confidence’ programme was designed to deliver. Our colleagues work so hard to deliver for our customers and we appreciate the trust our customers place in us.”

“We are proud of this progress but we are not stopping there. There’s more to do, and we’ll continue to listen to our customers in order to deliver real improvements where they matter most.”