· Latest Customer Satisfaction Index carried out by Institute of Customer Service
· East Midlands Trains named in top 10 ‘most improved’ organisations in the UK
· Satisfaction with East Midlands Trains higher than transport sector average
East Midlands Trains has topped the rail league table in a recent national customer survey. Carried out by the Institute of Customer Service twice a year, the UK Customer Satisfaction Index looks at satisfaction across a
range of companies spanning 13 different industries.
East Midlands Trains were rated 7th out of the 25 different transport companies included in the survey, which looks at satisfaction across a variety of different rail, coach, air and ferry companies. It also showed East Midlands Trains as best train operator, above other train operators including Virgin Trains, East Coast and First Great Western.
The survey also recognised the customer service improvements made by East Midlands Trains, listing the rail operator as sixth most improved organisation in the UK, along with other major organisations such as
Center Parcs, Tesco Bank and Butlins.
The scores in the latest survey showed satisfaction with East Midlands Trains had increased by +4.2 year on year, and was +3.8 higher than the transport sector average.
Neil Micklethwaite, Customer Service and Commercial Director for East Midlands Trains, said:
“This is a great achievement and is testament to the hard work and effort of our employees in delivering significantly improved customer service.”
“Whilst it’s always great to be rated against other train operators, our real objective is to be ranked as one of the best customer service organisations in the country and these latest Customer Service Satisfaction Index scores mark a significant step towards that goal.”
“I am delighted with the progress we have made so far and we will continue to focus on delivering the best possible service for our customers.”
Passengers travelling on East Midlands Trains are continuing to benefit from a range of improvements to their service:
· Bespoke customer service training delivered to over 400 employees as part of the company?s drive to improve the service offered to customers.
· £3 million pound scheme to introduce new customer information screens at all major stations.
· New arrangements within the customer control centre focused on delivering improved customer service in times of disruption with dedicated contact for dealing with station help point calls.
· Improved communication through twitter with almost 22,000 followers who rely on @EMTrains as a valuable source of up to date information. Twitter response rates have increased to 96%
Punctuality and reliability
· Faster journeys to and from London.
· Completion of Network Rail?s line speed improvement programme enabling more reliable journeys.
· Completion of the £100 million re-signalling project at Nottingham to provide more flexibility around the station and more reliable train services.
Value for Money
· Best fare finder available at www.eastmidlandstrains.co.uk guaranteeing the cheapest fare .
· Free station WiFi now available at 30 stations and improvements being made to deliver faster on-train WiFi.
· £1.5 million invested over the past year to deliver new and improved facilities at 23 different stations including better waiting facilities, new seating and refurbished toilets.
Travelling environment on trains
· Introduction of free breakfast in First Class and improved on train menus.
· £50,000 investment to install new toilets on Liverpool-Norwich trains and investment to improve toilets on local train services and Meridian trains.
· Enhanced mobile phone coverage on London services.
· Nearly £2 million spent on new cycle hubs at Sheffield and Leicester.
· Completion of the Nottingham Hub scheme during 2014 delivering a significantly improved station with improved connectivity and a much improved station environment.
The UK Customer Satisfaction Index is the Institute of Customer Service’s national measure of customer satisfaction. It provides insights into the state and direction of customer satisfaction at a national level across 13 different sectors. The latest report, published in July 2014, is based on feedback from almost 10,000 people and is carried out through an online survey of actual consumers. Information about the Institute of Customer Service Customer Satisfaction Index can be found at
The train operators included the survey were East Midlands Trains, Virgin Trains, East Coast, First Scotrail, Northern Rail, First Great Western, London Midland, Transpennine Express, South West Trains, First Capital
Connect and South Eastern.