Train operator Northern has reported its strongest customer experience results to date, with new figures showing passengers are feeling significantly more positive about the support they receive during their journeys.
The operator’s latest Customer Satisfaction Score (CSAT) has climbed to a record 68%, marking a 16-point increase on last year and sitting 12 points above Northern’s target. The improvement reflects sustained efforts to enhance reliability, comfort, and customer-facing services across the network.
Performance at stations has also seen notable gains. Station cleanliness now stands at 80%, up seven points year-on-year, following targeted investment in cleaning regimes and operational changes designed to maintain higher standards. Meanwhile, station security, which measures how safe customers feel, has reached 72%, an increase of five points.
Availability of station staff—a key factor in customer confidence—has risen to 67%, underlining Northern’s commitment to ensuring passengers can easily access support when travelling.
Alex Hornby, Commercial and Customer Director for Northern, said:
“Whether it’s cleaner stations, a greater sense of security or simply having our colleagues there when they’re needed, these new scores show that Northern is moving firmly in the right direction."
There’s more to do and we’re not slowing down with building further improvements, but this is a moment to recognise the progress being made, the fact our customers are noticing, and the hard work happening every single day across the network.”
Image credit: Northern
