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5 August 2014
EAST MIDLANDS TRAINS TOPS RAIL LEAGUE TABLE IN LATEST UK CUSTOMER SATISFACTION SURVEY
East Midlands Trains has topped the rail league table in a recent national customer survey. Carried out by the Institute of Customer Service twice a year, the UK Customer Satisfaction Index looks at satisfaction across a range of companies spanning 13 different industries.
East Midlands Trains were rated 7th out of the 25 different transport companies included in the survey, which looks at satisfaction across a variety of different rail, coach, air and ferry companies. It also showed East Midlands Trains as best train operator, above other train operators including Virgin Trains, East Coast and First Great Western.
The survey also recognised the customer service improvements made by East Midlands Trains, listing the rail operator as sixth most improved organisation in the UK, along with other major organisations such as Center Parcs, Tesco Bank and Butlins.
The scores in the latest survey showed satisfaction with East Midlands Trains had increased by +4.2 year on year, and was +3.8 higher than the transport sector average.
Neil Micklethwaite, Customer Service and Commercial Director for East Midlands Trains, said: “This is a great achievement and is testament to the hard work and effort of our employees in delivering significantly improved customer service.
“Whilst it’s always great to be rated against other train operators, our real objective is to be ranked as one of the best customer service organisations in the country and these latest Customer Service Satisfaction Index scores mark a significant step towards that goal.
“I am delighted with the progress we have made so far and we will continue to focus on delivering the best possible service for our customers.”
Passengers travelling on East Midlands Trains are continuing to benefit from a range of improvements to their service:
Punctuality and reliability
Value for Money
Travelling environment on trains
The UK Customer Satisfaction Index is the Institute of Customer Service’s national measure of customer satisfaction. It provides insights into the state and direction of customer satisfaction at a national level across 13 different sectors. The latest report, published in July 2014, is based on feedback from almost 10,000 people and is carried out through an online survey of actual consumers. Information about the Institute of Customer Service Customer Satisfaction Index can be found at http://www.instituteofcustomerservice.com/10560/UK-Customer-Satisfaction-Index---UKCSI.html
The train operators included the survey were East Midlands Trains, Virgin Trains, East Coast, First Scotrail, Northern Rail, First Great Western, London Midland, Transpennine Express, South West Trains, First Capital Connect and South Eastern.