Northern Reports Record High Customer Satisfaction as Stations See Improvements

Northern has reported a significant boost in customer satisfaction, with new figures showing passengers are increasingly positive about the support they receive while travelling. The train operator’s latest Customer Satisfaction Score (CSAT) indicates that overall satisfaction has climbed to a record 68%, rising 16 percentage points compared with last year and exceeding the operator’s target by 12 points.

The improvement reflects ongoing investment in reliability, comfort, and customer-facing services across Northern’s network. Station performance has also seen notable gains, with cleanliness now rated at 80%, up seven points from the previous year, thanks to enhanced cleaning routines and operational adjustments. Passenger perceptions of station security, measuring how safe customers feel, have increased to 72%, a rise of five points.

Availability of station staff has improved to 67%, underlining Northern’s focus on ensuring passengers can access support easily throughout their journeys.

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: Northern