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TransPennine Express Makes National List Of Most Improved Companies For Customer Service

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Train company TransPennine Express (TPE) has made the list of top 20 most improved companies for customer service.

Released in July 2017, the research has been carried out by The Institute of Customer Service as part of their bi-annual UK Customer Satisfaction Index (UKCSI).

Out of the 245 organisations surveyed, TPE increased its score by 4.3 points from 70.3 to 74.6 in the last year.

The company achieved one of strongest gains in getting things right first time and for the way complaints are handled.

To create the UKCSI, The Institute of Customer Service runs an online survey of thousands of consumers covering hundreds of different companies including, John Lewis and Ikea.

Launched in 2008, it provides a way of measuring the current customer satisfaction of UK customers, as well as trends over time.

Kathryn O’Brien, Customer Experience Director for TransPennine Express commented: “I am thrilled that we are one of the most improved companies for customer service.

“We have made significant improvements for customers over the last 12 months and are working hard to deliver enhancements that will transform the experience for those travelling on-board our trains and at our stations.

“Moving forward, we are delivering an investment of £500million in further improvements that will directly benefit customers, including the introduction of 220 brand new carriages, all featuring fast, free Wi-Fi which is something we know that people expect when travelling by train.”

The full report can be found at:


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