The results of the autumn 2016 wave of the National Rail Passenger Survey (NRPS) have been published today.

They show that overall customer satisfaction with Northern and our services is 81%. 

A spokesman for Northern said: “Since launching the franchise in April last year, we have committed to an ambitious modernisation plan that will deliver significant improvements for our customers. By 2020 they will be travelling on new or fully refurbished trains, with more services and better stations.

“Our overall customer satisfaction rating of 81 per cent is a good basis to build from; but we are not complacent. We are now placing an even stronger focus on delivering excellent customer service as we work to deliver a railway fit for the 21st Century.

“We have asked our customers to get involved to help define our customer service promise and, during the next two months, they will join us at events across the region to tell us what excellent customer service means to them.”

The spokesman added: “We value the National Rail Passenger Survey. The positive comments are great to hear and we will act on the concerns our customers have raised. Its vitally important feedback as we work to modernise Northern and transform the services we deliver."

  View our highlights. (767kb, pdf).

  View the full Northern NRPS document. (365kb, pdf).