East Midlands Trains on right track

Passenger satisfaction with East Midlands Trains is continuing to grow as the company invests �70m on its fleet and stations
Passenger satisfaction with East Midlands Trains is continuing to grow as the company invests �70m on its fleet and stations

An independent passenger survey shows satisfaction with East Midlands Trains is continuing to grow.

The results of the survey, released today, Thursday, June 28, by national transport watchdog Passenger Focus, show overall satisfaction with the Stagecoach-owned train operator has increased year-on-year to 87 per cent, rising in 28 of 33 categories judged by passengers.

The highest increases in passenger satisfaction relate to station facilities and the condition of the train fleet, Overall satisfaction with stations increased by three per cent to 85 percent, marking the company’s highest ever level of satisfaction with stations.

In addition, passengers rated car parks highly, with satisfaction increasing by nine per cent.

Since the start of its franchise, East Midlands Trains has introduced more than 1,200 new car parking spaces at its stations, and last month opened a new 950-space multi-storey car park at Nottingham station.

Train cleanliness also scored very highly in the latest survey, with overall satisfaction in this area increasing by four per cent to 82 per cent. Exterior train cleanliness increased by five per cent and satisfaction with interior cleanliness went up from 79 per cent to 83 per cent.

One of the highest increases in satisfaction related to the upkeep and repair of East Midlands Trains’ fleet of trains, with 85 per cent of passengers saying they were satisfied with this aspect of the service, an eight per cent increase.

The company has carried out a £30m fleet investment programme.

East Midlands Trains’ employees were also rated highly in the survey and passenger satisfaction increased in all six areas directly related to employees, with helpfulness and availability of staff all showing a marked increase.

David Horne, managing director for East Midlands Trains, said: “It’s great news to see that our multi-million pound investment programme is continuing to make a big difference to our passengers.

“Our £30 million fleet investment programme is now drawing to a close, and this has delivered improvements to every single train we operate, and is clearly having a huge impact on our passengers.

“It’s even more pleasing to see some of the impressive increases in satisfaction with the helpfulness and availability of our people. We’ve always felt that our people are at the heart of the service we provide and it is pleasing to see this recognised by our passengers.”

East Midlands Trains is currently investing more than £40m to improve stations across its network.