News from East Midlands Trains


East Midlands Trains Liverpool to Norwich service gets a big thumbs up from passengers

  • Passenger satisfaction with services up 8% year on year 
  • £40 million station and train investment programme continues to benefit passengers 
  • Significant increases with comfort of seating and train cleanliness

Passengers continue to be satisfied with their East Midlands Trains service, according to the results of the latest National Passenger Survey issued today (29 June).

Overall passenger satisfaction remained at a high level of 86%, whilst satisfaction with services on the Liverpool to Norwich line increased to 92%, representing an 8% year on year increase.

Other improvements on this busy line, which covers some 250 miles and serves cities with a combined population of more than seven million people include:

  • As a direct result of East Midlands Trains’ £10 million refurbishment of the Class 158 trains which operate on its Liverpool to Norwich line, satisfaction with the comfort of on train seating has risen to 85% representing an 11% year on year increase. 
  • Overall satisfaction with the cleanliness of trains operating on this route rose to 87%, signifying a 15% year on year increase. 
  • Passengers also rated the way East Midlands Trains dealt with any delays on the line, with satisfaction in this area showing a 16% year on year increase.

David Horne, Commercial & Customer Service Director for East Midlands Trains, said:  “It’s really pleasing that this route, which had historically suffered from a lack of investment and resources prior to the start of the East Midlands Trains’ franchise, has seen such a boost in passenger satisfaction.  

“As well as operating completely refurbished trains on this line, this autumn will see the delivery of additional carriages to help increase the capacity of services between Nottingham and Liverpool, which we know will help to improve satisfaction even further.”

For a full copy of the Spring 2010 National Passenger Survey, visit