Passengers give East Midlands Trains best ever satisfaction score

Passengers have given East Midlands Trains its best ever rating, with 88% of customers satisfied with their service, according to the latest National Passenger Survey results published today (26 January).

The Passenger Focus study, carried out in Autumn 2010, shows satisfaction with East Midlands Trains services has risen a further 4% year on year – the biggest improvement of any UK rail operator.

Satisfaction is up across 23 different categories, with significant increases in customer ratings on value for money, train cleanliness and comfort, and the overall station environment.

For the first time this year, Passenger Focus has published the breakdown of passenger satisfaction by route. The survey shows that overall customer satisfaction with the heavily used Liverpool-Norwich services has surged 11% year on year to a remarkable 94%.

Tim Shoveller, Managing Director for East Midlands Trains, said: “These results, which signify the best ever level of satisfaction amongst our passengers, really are representative of the huge investment we are making to improve every aspect of the passenger journey.

“With over £40 million being spent on improvements to our stations and every single one of our trains, we are confident that passenger satisfaction will continue to grow and grow.

“It is particularly pleasing that the Liverpool to Norwich route, which had historically suffered from a lack of investment and resources prior to the start of the East Midlands Trains’ franchise, has seen such a fantastic boost in passenger satisfaction. This summer will also see the delivery of additional carriages to help increase the capacity of services between Nottingham and Liverpool, which we know will help to improve satisfaction even further.

“We’re delighted with these results and would like to pay tribute to the hard work of all the team at East Midlands Trains in helping to ensure our passengers are more satisfied than even before.”


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