More East Midlands Trains passengers satisfied in latest national survey

30th Jan 2015
More East Midlands Trains passengers satisfied in latest national survey

Customer satisfaction with train services on the East Midlands Trains network has risen to 88%, according to the latest data issued today (27 January 2015) by independent watchdog Passenger Focus.

The results show a 2% year on year increase in overall satisfaction, with satisfaction also 2% higher than the average for all long distance train operators.  The survey, which was carried out during Autumn 2014, also reported satisfaction was up across 28 of the 37 categories.  There were marked increases in station facilities, representing the significant investment East Midlands Trains has made in this area.

Overall satisfaction with stations increased by 6% to 87% and cleanliness of the station increased by 9% to 88%. There were also improvements in ticket buying facilities, provision of shelters, availability of seating and the choice of shops and eating and drinking facilities at East Midlands Trains’ stations.

Passengers also said they were more satisfied with the availability and helpfulness of staff at stations and on trains which follows a major investment in training for all customer service employees. 

East Midlands Trains has invested more than £10 million to improve stations on its network, with improved waiting facilities and new shelters, refurbished toilets, additional ticket vending machines and better cycling facilities. New cycle hubs opened in Sheffield and Leicester during 2014 offering hundreds of secure cycle spaces.  Major improvement and restoration work at Nottingham was also completed in 2014 and the new-look station now offers much improved facilities for passengers, including integrated transport options and new range of shops and cafes.


Neil Micklethwaite, Customer Service and Commercial Director for East Midlands Trains, said: “It’s great news that our customers have rated our services so highly.  This is real credit to all of our people who work so hard day in day out to deliver the best service for our customers.

“We are continuing to make major investment to improve our stations and trains, but it’s also pleasing to see that the investment we are making in staff training is starting to make a real difference for our customers.

“Of course, we are always striving to improve further and will continue to do our very best to make sure we are giving all of our customers the best possible journey from start to finish.”


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