94% of passengers...

[OMGitsDAVE]

From the Grand Central Website (http://www.grandcentralrail.com)

94% of passengers give Grand Central the thumbs up!

Figures released by Passenger Focus reveal that 94% of Grand Central passengers were satisfied, or very satisfied, with the company’s services.



The results are contained in the independent passenger watchdog’s Spring 2009 National Passenger Survey, and rates Grand Central as the country’s second top performing rail company based on overall passenger satisfaction



Grand Central Managing Director, Tom Clift, welcomed the results:



“We are delighted by this vote of confidence from our customers and we would like to thank them for rating us so highly. I am particularly proud of Grand Central’s on-board staff who received a satisfaction rating of 92% - showing how a small and highly dedicated team can deliver excellent customer service on the railway.”



“However, whilst delighted with these results we are not complacent and recognise that there is further work to do. Key to this will be the introduction of additional services in August that will provide new journey opportunities for travellers between the North East, Yorkshire and London.”



The Passenger Focus survey also shows how much passengers appreciate the design of Grand Central’s trains; with 92% giving a positive rating to the comfort of the seating area, and 91% satisfied with the amount of room provided for passengers.



Grand Central also welcomed the investment being made by rail industry partners and local stakeholders in improving passenger facilities at Sunderland, Hartlepool and Kings Cross Stations. It also confirmed it has plans to introduce local solutions at unmanned stations to improve passenger information and enhance the overall journey experience. These plans will be unveiled shortly.



The key findings of the report are listed below. Grand Central figures in BOLD, Long Distance Train Operating Company average in brackets:



Overall satisfaction 94% (85%)

Train: Punctuality and Reliability 95% (84%)

Train: How well dealt with delays 79% (50%)

Stations: Provision of information: 82% (86%)

Stations: Connections with other transport 71% (75%)

Train: Frequency of services 67% (82%)

Train: Value for money 74% (52%)

Train: Sufficient room for passengers to sit/stand 91% (72%)

 

[northernrail2009]

From the Grand Central Website (http://www.grandcentralrail.com)

94% of passengers give Grand Central the thumbs up!

Figures released by Passenger Focus reveal that 94% of Grand Central passengers were satisfied, or very satisfied, with the company’s services.



The results are contained in the independent passenger watchdog’s Spring 2009 National Passenger Survey, and rates Grand Central as the country’s second top performing rail company based on overall passenger satisfaction



Grand Central Managing Director, Tom Clift, welcomed the results:



“We are delighted by this vote of confidence from our customers and we would like to thank them for rating us so highly. I am particularly proud of Grand Central’s on-board staff who received a satisfaction rating of 92% - showing how a small and highly dedicated team can deliver excellent customer service on the railway.”



“However, whilst delighted with these results we are not complacent and recognise that there is further work to do. Key to this will be the introduction of additional services in August that will provide new journey opportunities for travellers between the North East, Yorkshire and London.”



The Passenger Focus survey also shows how much passengers appreciate the design of Grand Central’s trains; with 92% giving a positive rating to the comfort of the seating area, and 91% satisfied with the amount of room provided for passengers.



Grand Central also welcomed the investment being made by rail industry partners and local stakeholders in improving passenger facilities at Sunderland, Hartlepool and Kings Cross Stations. It also confirmed it has plans to introduce local solutions at unmanned stations to improve passenger information and enhance the overall journey experience. These plans will be unveiled shortly.



The key findings of the report are listed below. Grand Central figures in BOLD, Long Distance Train Operating Company average in brackets:



Overall satisfaction 94% (85%)

Train: Punctuality and Reliability 95% (84%)

Train: How well dealt with delays 79% (50%)

Stations: Provision of information: 82% (86%)

Stations: Connections with other transport 71% (75%)

Train: Frequency of services 67% (82%)

Train: Value for money 74% (52%)

Train: Sufficient room for passengers to sit/stand 91% (72%)

Well done to GC.

They have done well.

I always use them and yes there has been some problems but overall they do well.

Keep it up GC and the Train Crew are great.

 

[OMGitsDAVE]

Looks like Mr Clift is setting the date for the Adelantes:
"However, whilst delighted with these results we are not complacent and recognise that there is further work to do. Key to this will be the introduction of additional services in August that will provide new journey opportunities for travellers between the North East, Yorkshire and London.”

 

[BOSCH]

Looks like Mr Clift is setting the date for the Adelantes:
"However, whilst delighted with these results we are not complacent and recognise that there is further work to do. Key to this will be the introduction of additional services in August that will provide new journey opportunities for travellers between the North East, Yorkshire and London.”

August has been mentioned(crosses everything ),looking forward to getting it up and running,check out 180112 in new GC LIVERY(image can be seen in the new edition of RAIL magazine )

http://i250.photobucket.com/albums/gg256/BOSCH_02/GCLivery-180112-002.jpg

 

[OMGitsDAVE]

August has been mentioned(crosses everything ),looking forward to getting it up and running,check out 180112 in new GC LIVERY(image can be seen in the new edition of RAIL magazine )

http://i250.photobucket.com/albums/gg256/BOSCH_02/GCLivery-180112-002.jpg

Wow, that looks awesome!

 

[GNERman]

there's another one of one whole car, can't find it though...
in this current rail magazine...

 

[OMGitsDAVE]

there's another one of one whole car, can't find it though...
in this current rail magazine...

I believe its in tomorrow's issue.

 

[tbtc]

Can I just copy and paste my comments from the similar thread about WMSR?

Nice news, but it's a lot easier to "satisfy" (mainly) leisure travellers who have *chosen* to travel with you (and where no direct link may have previously existed) than it is to satisfy commuters with higher expectations who take the train out of necessity.

 

[andylloyd]

August has been mentioned(crosses everything ),looking forward to getting it up and running,check out 180112 in new GC LIVERY(image can be seen in the new edition of RAIL magazine )

http://i250.photobucket.com/albums/gg256/BOSCH_02/GCLivery-180112-002.jpg

Looks rather dapper....
Shame it cannot be used to fill in whilst you chaps are having issues with your HST's

 

[jon0844]

"will provide new journey opportunities for travellers between the North East, Yorkshire and London."

With 180s on the route, those opportunities to see the inside of a rail replacement coach must be very enticing.

Actually, I'm joking as I can only hope for GC's sake that their 180s are a bit more reliable than the Hull Trains ones that I see (sorry, hear) each morning passing through Finsbury Park. I often wonder how many engines are still working as it approaches King's Cross as sometimes they sound very unwell!

And, as someone said above, it's unlikely that a regular commuter route would do so well. Probably why Heathrow Express was voted the best rail service for the second year in a row!

 

[will1337]

Train: Punctuality and Reliability 95% (84%)

I'm quite surprised.

 

[fgwrich]

August has been mentioned(crosses everything ),looking forward to getting it up and running,check out 180112 in new GC LIVERY(image can be seen in the new edition of RAIL magazine )

http://i250.photobucket.com/albums/gg256/BOSCH_02/GCLivery-180112-002.jpg

funny that...the GC livery on the 180 reminds Me of something...

Oh Yeah...

http://www.abritishstore.com/USERIMAGES/Terry'sMilkChocOrange175g.jpg

Perhaps it wouldnt be so reminiscent of the above product if the GC livery didnt look so brown...and why the orange band?:roll:

 

[krus_aragon]

funny that...the GC livery on the 180 reminds Me of something...

Oh Yeah...

http://www.abritishstore.com/USERIMAGES/Terry'sMilkChocOrange175g.jpg

Perhaps it wouldnt be so reminiscent of the above product if the GC livery didnt look so brown...and why the orange band?:roll:

I don't see the resemblance, sorry. I think it's a rather nice lick of paint. This is what comes to my mind:

http://www.scalemodelrailways.co.uk/Streamlined Coronation 3.JPG

The nose of the 180 works a lot better in conjuring that image than an angular HST would.

 

[Failed Unit]

Train: Punctuality and Reliability 95% (84%)

I'm quite surprised.

I guess it is how you deal with these delays that lower your scores in the survey. If you are 15 minutes late but that is the only problem with your journey you are going to get a better score than say on-time but in a coach with an air-conditioning fault.

 

[OMGitsDAVE]

A Grand Central Service to Sunderland terminated at Hartlepool, and did not do the return journey (12:50) due to the driver receiving electric shocks from the motor car. According to my mother (who was getting the service), people were taken onwards to Darlington in taxis and NXEC Required a fare to be accepted - even though my mother had paid her return fare with GC.

 

[Techniquest]

"With 180s on the route, those opportunities to see the inside of a rail replacement coach must be very enticing."



I think I would prefer the Irizars and Caetanos National Express use on some of their coach routes than a 180! I'd be tempted to go as far as saying I'd rather a ftr such as those in use in Swansea than a 180...

But that's because I am one of the many passengers who have had the unfortunateness to have travelled on 180s and, just as bad, been bowled out by the infernal things and/or had journies cancelled due to their ridiculous reliability.

I can only wish GC luck with the 180s and hope that it's just a case of The Ghost of 43157-style effect that we had with the 180s on the Western.

As for the topic itself, it is excellent news that GC have had such excellent customer feedback. Long may it continue!

 

[TrainBrain185]

Well, those statistics certainly knocked my negative thoughts and comments in touch about overall GC operations.
The results are to be applauded and hope they improve even more!
Despite the remarks about the 180 reliability, I hope GC have success with them and they look truly impressive in the GC Livery!!!
Credit where it is due and well done.

 

[jon0844]

I really hope so too, but I'm realistic and suspect the 180s are going to be a nightmare for them.

I am also rather concerned at how GC 'manage' their passengers when things go tits up. If people find themselves being charged by NXEC (right or wrong) then I reckon the passenger satisfaction stats will be moving downwards very soon.

 

[Techniquest]

Can't say I'm a fan of the livery either. Doesn't look right to me, but then I guess it could just be that I've many memories of the class in FGW livery. Maybe when I see it in the flesh it'll look OK.

 

[GNERman]

it's good that people think that gc is a good company. the customer help is very good and people seem to have noticed this.
on the 180 situation, i am sure that gc are trying to make them as good as possible. they certainly suite the new livery and will look lovely when speeding down the ecml...

 

[jon0844]

With flames coming out...

 

[Bighat]

it's good that people think that gc is a good company. the customer help is very good and people seem to have noticed this.
on the 180 situation, i am sure that gc are trying to make them as good as possible. they certainly suite the new livery and will look lovely when speeding down the ecml...

Well, I wish GC well in that attempt.

The operating staff on Hull Trains are up in arms about the 180's. They absolutely hate and despise them, and feel that they have had a raw deal having the 222's taken away!

 

[jon0844]

By all accounts, they have. No modern train should break down as often as the 180s. No modern train should have things squeaking and sticking (e.g. toilet doors) when under two months old (the 377/5s for FCC). What the hell is happening with modern engineering?

I am 99% certain the 180s are going to cause serious problems for reliability, and ultimate the reputation, of both HT and GC. For both, this could potentially see their downfall. I don't know what the rules are for open access operators, but if they fail to perform then I'm sure there could be issues ahead for them to deal with.

And if NXEC has taken some 180s and that means the Government-run body inherits them, I wonder what Elaine Holt is going to do with them! She said she'd get them over her dead body and now she's got some!

 

[87015]

What the hell is happening with modern engineering?

Built to a price - cheap and nasty.

 

[jon0844]

I can understand the need to cut costs (right or wrong), but you have a contract to build something that should at the very least work as ordered. If not, then surely it's breach of contract?

Why does the train builder get away with it? I bet they'd improve the quality if they were told that they'd automatically be barred from future train orders (or for a period of, say, 12-18 months).

Everyone wants a low price, but if every manufacturer was open and honest with their bids - then nobody could go in with a stupid price because they'd only get away with it the one time.

 

[Techniquest]

Well, I wish GC well in that attempt.

The operating staff on Hull Trains are up in arms about the 180's. They absolutely hate and despise them, and feel that they have had a raw deal having the 222's taken away!

Near enough everyone down on the Western, enthusiast or staff, knew it would happen. You'd think HT would have had the sense to look at past problems and experience of the class with FGW before being as foolish as to get rid of their reliable 222s...

I'm just so glad I don't have to rely on HT...