LNER je na vrhu željezničkih prijevoznika u Velikoj Britaniji po zadovoljstvu kupaca

Petak, ožujak 14, 2025

Londonska sjeveroistočna željeznica (Kolner) has been recognized as the leading train operating company in Great Britain for customer satisfaction, according to the latest survey conducted by Transport Focus, the independent transport watchdog. The survey, which assesses various aspects of passenger experiences, revealed that LNER achieved an impressive overall journey satisfaction rate of 94%, placing it at the pinnacle of train operators nationwide.​

Comprehensive Survey Insights

Transport Focus’s survey evaluates key elements that significantly impact passenger experiences, including punctuality, value for money, and station standards. LNER not only excelled in overall journey satisfaction but also saw improvements across all six measured categories. Notably, the operator’s station satisfaction score reached 91%, the highest among its peers. This achievement underscores LNER’s commitment to enhancing the passenger experience at every touchpoint.​

Innovative Station Enhancements

A contributing factor to LNER’s elevated station satisfaction score is the introduction of customer-centric initiatives. For instance, the establishment of a Family Lounge at York Station has been well-received, offering families a dedicated space to relax and prepare for their journeys. LNER has plans to replicate this successful model at additional stations, further demonstrating its dedication to meeting diverse passenger needs.​

Perspektiva vodstva

Colette Casey, Customer Experience Director at LNER, expressed pride in the team’s relentless efforts to prioritize customer satisfaction. She stated, “Our teams work hard day-in-day-out to provide the best possible service for our customers—be that through the booking process, at our stations, or on our trains. We’re beyond proud that Transport Focus’s latest survey now recognizes us as the number one train operator in the UK for journey satisfaction. Our onboard and station teams are dedicated to ensuring our customers are at the heart of everything they do.”​

Historical Performance and Continuous Improvement

LNER’s recent accolade is part of a consistent trajectory of high performance in customer satisfaction metrics. In previous years, the company secured commendable scores, with an 89% satisfaction rate reported in early 2020. The continuous improvement over the years reflects LNER’s unwavering commitment to enhancing the passenger experience across its services.​

Strategic Initiatives Driving Success

Several strategic initiatives have contributed to LNER’s leading position in customer satisfaction:​

• Enhanced Onboard Experience: LNER has focused on improving the onboard environment, including cleanliness, comfort, and the availability of amenities, ensuring passengers have a pleasant journey.​
• Station Upgrades: Investments in station facilities, such as the introduction of family lounges and improved customer information systems, have made stations more welcoming and user-friendly.​
• Customer-Centric Training: Staff training programs emphasizing customer service excellence have empowered employees to address passenger needs effectively and courteously.​
• Punctuality and Reliability: By working closely with Network Rail and other partners, LNER has strived to enhance the punctuality and reliability of its services, addressing a critical aspect of customer satisfaction.​

Budući izgledi

Building on its current success, LNER aims to further innovate and adapt to evolving passenger expectations. The company plans to continue investing in both its services and infrastructure, ensuring that it not only meets but exceeds the standards that have led to its top ranking in customer satisfaction.​

In conclusion, LNER’s dedication to understanding and enhancing the passenger experience has solidified its position as the leading train operating company in Great Britain. Through continuous improvement and a customer-first approach, LNER sets a benchmark for excellence in the rail industry.