News from East Midlands Trains


Customer Satisfaction with East Midlands Trains continues to rise

  • Latest independent Transport Focus research shows 89% happy with train service, a 2% year on year increase
  • Satisfaction 9% higher than the national average
  • Survey shows significant rise in satisfaction with stations following major investment
  • Satisfaction up in 24 of the 37 categories

East Midlands Trains’ customers continue to be amongst the most satisfied rail travellers in the UK, according to new figures released today (25 June 2015) by independent watchdog, Transport Focus (previously Passenger Focus).

The latest customer research shows that 89% of customers are satisfied with their East Midlands Trains’ service, marking a 2% year on year increase, with satisfaction also 9% higher than the national average.  The figures released today demonstrate the highest level of satisfaction ever recorded for East Midlands Trains in a survey carried out during the Spring.

There have been marked increases in satisfaction with East Midlands Trains’ stations, with overall satisfaction with the station rising to 88%, a 5% year on year increase.  The upkeep and repair of stations and cleanliness were also all rated highly, helping to drive a 6% increase in the category of ‘overall station environment’.   

Since the start of the East Midlands Trains franchise in 2007, more than £300 million has been invested in improvements to stations.  Over the past year, the major improvement work to transform Nottingham’s railway station has been completed. Over £60 million has been invested in creating the award-winning transport hub with original features painstakingly transformed to create a modern environment with a wide new range of facilities. New cycle hubs have opened at Sheffield and Leicester providing almost 1,000 extra spaces for customers.

In addition, over the past 12 months more than £700,000 has been spent on accessibility improvements at 39 different stations to make it easier for customers.  Thousands of customers are now benefitting from improvements such as accessible ticket windows, more station wheelchairs, new accessible waiting shelters and platform seating, ramped access footbridge at many stations and improved toilets.  Station help-points have also been upgraded to link back to East Midlands Trains’ 24/7 customer contact centre.

Jake Kelly, Managing Director for East Midlands Trains, said: “We are very pleased with the results published by Transport Focus today which demonstrate that we are continuing to improve in an industry where customer expectation continues to rise. These results are a testament to the hard work and professionalism of our employees day in, day out, to deliver the best service they can and I would like to take this opportunity to thank all of our people for their valued contribution.

“We already know from customer feedback that people continue to be pleased with the service we offer, however it’s always great to see an increase in the overall level of satisfaction and to see that our customers are more satisfied than many other rail travellers in the country.

“Moving forward, we’re continuing to invest in the areas we know make a difference to our customers. Customer experience training is being rolled out to even more of our front-line employees and there will be a continued focus on punctuality and reliability to ensure that we maintain our position as the most punctual long-distance train operator in the country.”

For more information about East Midlands Trains, visit or for a copy of the National Rail Passenger Survey visit