East Midlands Trains Report 89% Customer Satisfaction High

04 February 2013
East Midlands Trains Report 89% Customer Satisfaction High Image Courtesy of East Midlands Trains

The latest independent national passenger survey has indicated that 89% of East Midlands Trains passengers are satisfied with the service, the highest level ever recorded by Passenger Focus, the transport watchdog.

The figure, which is a 2% increase on last year’s statistics is also accompanied by an increase in 29 different categories for the Stagecoach-owned train operator. Significant increases fell under satisfaction with station facilities as well as the train fleet itself.

Money well spent

The survey has gone on to reveal that the £10 million spend on improving East Midlands Trains stations was money well spent, with a 6% year on year increase in overall station satisfaction.

Passengers have also shown a great faith in ticket buying facilities, scoring them very highly with an increase from 79% to 87%, which follows the installation of around 100 ticket machines across the covered route, which provides ease of access to buying tickets to passengers.

David Horne, Managing Director for East Midlands Trains, said: “We’re all really proud to have achieved our highest ever level of passenger satisfaction.  Our staff are committed to working hard day in, day out, to provide the best level of service for our passengers and these results are great recognition of their work.

“We are still determined to keep improving further and hope that our huge station and train investment programme, and the continued commitment of our people to provide excellent customer service, will see these results grow and grow.”

Station cleanliness also scored highly on the bill, with a great statistic of 86% satisfaction over all, well above average.

Good service

Passengers also offered great praise to the station teams themselves, with 91% of passengers satisfied with how station staff handled requests and 81% were satisfied with the level of help on hand from the station staff

The company also gained a 17% satisfaction rate increase on how efficiently they deal with delays along with 87% of passengers satisfied with the train itself, following a massive £30 million fleet investment programme which refurbished all 93 of the company’s trains. Interior cleanliness scored 84%.