Do you have ideas for improving Northern’s customer service?

We are listening

More than three quarters of our customers think customer service plays an important part their rail journey.

Our customers want and expect more from the service we deliver. We want to provide help when you need it, offer a personalised service and be a company that is easy to do business with.

We know providing a great customer experience is about the support you receive from the moment you search for a ticket to the moment you reach your end destination.

To help us achieve this, we are inviting customers to work together with us to shape our Customer Service Promises and the training we provide our employees. Read more about our plans here.

We want to hear your views on what great customer service means to you by attending one of our regional workshops in the New Year. From these workshops, as well as hearing your views and explaining our plans, we will create a

Digital Customer Forum and a Customer Panel in 2017 so that our customers can stay in touch with us, providing feedback and insight throughout our modernisation programme.


Sign Up Here


The four workshops will be held in early 2017 in Leeds, Manchester, Preston and Newcastle.

We will be in touch in the New Year with more details about the workshops, including exactly when and where they will be held, to see if you are able to join us.

Let’s deliver a service that makes you Proud to be Northern

Proud to be Northern Infographic