News from East Midlands Trains


East Midlands Trains continues to make good progress in latest passenger survey

Passenger satisfaction with East Midlands Trains has improved in many areas, according to an independent passenger survey released today by national transport watchdog, Passenger Focus.

The survey, which covers Spring 2009, shows that as a result of improvements made by East Midlands Trains, passenger satisfaction has risen in a number of areas.  One of the main areas of improvement relates to East Midlands Trains station staff, with 87% of passengers saying they were happy with how their requests to station staff had been handled (a 4% increase from Spring 2008) and satisfaction with the availability of station staff rising by 6% to 66%.  East Midlands Trains stations were also rated highly, with 75% of passengers happy with the upkeep and repair of stations, marking a 3% increase from Spring 2008.

Commenting on the results, Tim Shoveller, Managing Director for East Midlands Trains, said:

 “It’s great news that passengers are starting to experience first hand the benefits of our improvement programme.  Significant investment is still ongoing to improve our stations and our train services, including the £9 million refurbishment of our HST fleet, and there’s still plenty of good news to come for our passengers. However, we know we need to remain focused on meeting the high standards our customers expect day in, day out and we will continue to target areas where there is further room for improvement."

Passengers also rated East Midlands Trains highly in the following areas: 

Satisfaction with the way services connect in with other forms of public transport rose from 68% to 76%, marking an 8% increase from Spring 2008.  Over the past 12 months, East Midlands Trains has made significant improvements in this area, with the launch of a new dedicated airport shuttle bus at East Midlands Parkway as well as the launch of new through ticketing schemes at Loughborough and Corby station.  The company has also recently launched a brand new scheme in Lincolnshire, which provides a value add-on bus ticket for just £5 a day. 

84% of passengers recognised East Midlands Trains recent improvements in punctuality, marking a 4% increase from Spring 2008.

Another area of improvement was around the exterior cleanliness of trains, with 64% of passengers saying they were satisfied, a significant 8% year on year increase and representative of the investment East Midlands Trains has been making in this area.

For a full copy of the Spring 2009 National Passenger Survey, visit