What is happening now?
Our ongoing work
Now the new franchise is in operation we continue to use our rail research to ensure that it has passenger priorities at its heart. Key to this are the NRPS results that are presented and discussed with Northern, highlighting areas that need improvement. We also hold meetings to discuss performance, both on a regular and proactive basis and to react to any poor performance.
We continue our statutory role in helping passengers with their unresolved rail complaints. Where a passenger has been unable to resolve their complaint directly with Northern we work with them to achieve a better outcome for the passenger. We use the information from these ‘appeal’ complaints to help Northern understand the root causes of unresolved complaints and continuously improve the customer service they provide.
Our National Rail Passenger Survey gives a twice-yearly perspective on passenger satisfaction on Northern. Additional reports and publications can be found below.