SSP Train Operating Company of the year SCOTRAIL
In 2010 ScotRail introduced the first of 38 new Class 380 trains, the largest order of its kind in a generation. It also opened the new Airdrie and Bathgate line, bringing rail transport to towns that have been without it for more than 50 years. Its Public Performance Measure surged to
ScotRail
a record 95 per cent in August, and ScotRail’s overall customer satisfaction ranking of 90 per cent is seven percentage points higher than the national average for all UK rail operators. Also, passenger growth continued and revenues rose by 3.5 per cent. Significant enhancements in dealing with disruption were also introduced.
Southern Railway Northern Rail First TransPennine Express
SOUTHERN RAILWAY It has not been a good year to be a train operator, with painfully slow economic recovery and some of the most severe weather conditions in a decade. However, in the face of adversity, Southern has excelled; outstripping not only its own targets, but industry averages. Thanks to a number of pioneering innovations that have enhanced operations, passenger experience and passenger safety, passengers have acknowledged year-on-year improvements in NPS scores in almost every category. Southern has delivered record performance levels and passenger numbers, growing its business with strong financial performance.
Lorol Translink
FIRST TRANSPENNINE EXPRESS First TransPennine Express (FTPE) has built a solid reputation in a very short time. It has achieved national credibility as an innovative company that invests money, time and passion in satisfying its customers and enhancing its services. A small company, but big on reputation, value and service, FTPE has been consistently attracting new passengers, encouraging repeat bookings, making it easy for passengers to book and making rail travel enjoyable. All these elements contribute to passenger perceptions of value for money – particularly at a time of economic uncertainty when consumers are searching for the best deal possible.
TRANSLINK Translink NI Railways has continued to develop its services, facilities, products and people and is consistently delivering high quality services for its passengers. Customer satisfaction is at an all-time high
MerseyRail Page thirty-four
and passenger numbers have increased by more than 75 per cent since 2002. The last two years have been the highest satisfaction levels
on record, despite key challenges including a bridge collapse in the south of Ireland, the coldest winter in 40 years and the downturn in the economy. Continued good results have ensured further investment in the Northern Ireland rail service of £137m for 20 more new trains, which will start arriving in 2011.
LOROL
The London Overground network has been transformed over the past year into a modern, reliable metro-style railway, with significant investment by TfL and excellent operational delivery by Lorol. The changes included the introduction
of new trains on all routes, the opening of the East London Line, the refurbishment of stations and the deployment of extra customer facing staff. Lorol’s success is evidenced by a seven per cent rise in customer satisfaction, a two per cent improvement in the numbers of trains arriving within five minutes of timetabled arrival, and a 60 per cent increase in the number of passenger journeys, alongside a significant boost in positive passenger feedback.
MERSEYRAIL In the last year, Merseyrail has achieved impressive performance and NPS scores, as well as passenger growth of nearly 10 per cent. It has also achieved 100-per-cent safety record for its secure stations and car parks. It has been highly acclaimed for the
management of special events, including the Grand National and Matthew Street Festivals. Merseyrail has also worked on community projects such as its Business Class partnership with a local high school, and has continued to roll out its unique M To Go concept.
NORTHERN RAIL Northern Rail continues to challenge the status quo of its ‘steady state’ franchise and to deliver more for its customers. In 2009- 10, it has secured a two-year extension to its franchise by delivering an increasingly punctual and reliable service. At a time when efficiency is key, Northern’s
value-for-money fares, improving performance and determination to provide consistently high levels of customer service have been key.
HEATHROW EXPRESS Heathrow Express, the fastest transport between Heathrow Airport and central London, aims to provide the most valued and desirable customer experience of travel to Heathrow Airport, through a premium brand service offering certainty, speed and customer satisfaction.
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