Almost 90 per cent satisfied with East Midlands Trains

Wellingborough station
Wellingborough station

Nearly nine in ten passengers are satisfied with the service they get from the train operator serving Wellingborough, Kettering and Corby, the latest passenger survey has shown.

A total of 88 per cent are satisfied with the service provided by East Midlands Trains, according to the spring independent survey carried out by transport watchdog Passenger Focus.

However, the operator also saw a significant decline in more measures compared to the last survey in August 2012 than any other long-distance operator – while none of the measures witnessed a significant improvement.

But David Horne, managing director for East Midlands Trains, said the overall figures were positive for the operator.

“It’s great news that our passengers continue to rate our services so highly,” he said.

“We have made significant investment to improve every area of our business, and the survey reflects that and the hard work and effort of our employees in delivering significantly improved customer service. We know that our people make a real difference in providing a high quality experience for our passengers and it’s good to see this recognised in the latest results.

“But we are aiming even higher and we remain focused on delivering further improvements.”

The survey was carried out during January and March when the UK was hit by some severe weather conditions, including heavy snow and ice and flooding, which had an impact on all transport operators.

East Midlands Trains is also one of the most punctual train operators in the country and has been the best performing long distance operator since 2008. Latest performance figures released by Network Rail, covering the four-week period ending May 25, show train punctuality of 95.1 per cent at East Midlands Trains.

Overall satisfaction: 88 per cent (one per cent better than long-distance average)

Value for money satisfaction: 48 per cent (six per cent worse)

Punctuality/reliability satisfaction: 86 per cent (three per cent better)

Sufficient space satisfaction: 74 per cent (same)

Satisfaction with the station: 82 per cent (one per cent better)

Dealing with delays satisfaction: 58 per cent (one per cent better)