News from East Midlands Trains


East Midlands Trains Customer Satisfaction at 86%

  • Passenger Focus releases Autumn 2013 data
  • Statistics reflect 'challenging year for UK rail network' and major work at Nottingham
  • Multi-million-pound investment continues to address key customer priorities
  • Measures targeted at performance, value for money, stations, delays and capacity

Customer satisfaction with train services on the East Midlands Trains network stands at 86%, according to the latest data issued today (21 January 2014) by independent watchdog Passenger Focus.

A total of 6% of passengers interviewed said they were dissatisfied with the service, with 8% saying they were neither satisfied nor dissatisfied*.

Five key priority areas for customers are included in the research: punctuality and reliability, travelling environment on trains, value for money, satisfaction with the station and how well train companies deal with delays.

The latest survey was carried out between 2 September 2013 and 11 November. It followed major disruption for customers travelling through Nottingham, with bus replacement services in place for more than a month due to a £100 million re-signalling improvement project by Network Rail. Construction work also continues on the re-build of Nottingham station as part of the station hub investment. Around one in six of the East Midlands Trains customers interviewed as part of the latest Passenger Focus survey travelled from Nottingham.

Passengers using East Midlands Trains – still the most reliable long distance train operator in the country - have also been affected by a 20% increase in problems with track, signalling and other infrastructure issues over the past 12 months.

David Horne, Managing Director for East Midlands Trains, said: "Well over eight in 10 of our passengers remain satisfied, however as a company focused on improving levels of customer service, it is disappointing that the latest research shows a drop in how passengers feel about their rail service.

"There is no question that 2013 was a challenging year for passengers and train operators across the whole of the UK rail network, which at times was affected by severe weather and infrastructure issues. Many of the people surveyed were users of Nottingham station where major construction work has been taking place to re-build the station.  Inevitably, this construction work, and the re-signalling project over the summer has had an impact on the latest scores.  We also know that punctuality and reliability are the key driver of passenger satisfaction and these factors are also clearly reflected.

"Driving up customer satisfaction remains a top priority for our team, from managers to our frontline employees. We are very clear that everyone who plays a part in running the railways has work to do to ensure we better meet the expectations of our customers. That is why we are focused on improvements that will make a difference in the areas that matter most to our passengers."

Passengers travelling on East Midlands Trains are benefitting from a range of improvements:

Punctuality and reliability

  • faster journeys to and from London as part of a recently launched new timetable
  • 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

  • biggest ever ticket sale ongoing offering over 120,000 tickets priced at £30 return
  • free station WiFi now available at 30 stations and improvements being made to deliver faster on-train WiFi

Dealing with delays

  • £3 million pound scheme to introduce new customer information screens at all major stations
  • new arrangements within operational control centre focussed on delivering better customer service in times of disruption with dedicated contact for dealing with station help point calls
  • improved communication through twitter with almost 18,000 followers who rely on @EMTrains as a valuable source of up to date information.  Twitter response rates have increased to 96%

Travelling environment on trains

  • £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


  • More than £2 million spent on new cycle hubs at Sheffield, Leicester and Nottingham to double the number of cycling spaces
  • completion of Nottingham hub scheme during 2014 delivering a significantly improved station with improved connectivity and a better station environment

For further information about the National Passenger Survey, visit