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East Midlands Trains is reaching out to customers and telling them that they are “all ears”. As part of its new initiative to listen and discover how to improve services for customers, they are asking for honest feedback at stations and on trains.
East Midlands Trains is seeking views and engaging customers across the network by:
The idea for the initiative, It’s the little things, came about after feedback from a customer on board a train. They thanked the train team for a pleasant journey and when asked what exactly it was that made them so happy with the service, they said that it was the “little things” that all add up to make a positive experience.
The mini figurines represent this sentiment and staff will be promoting the initiative by sharing postcards on trains and dressing the stations with posters and other materials to encourage customer feedback.
Kate Squires, Head of Marketing for East Midlands Trains, said: “We know that there is the perception out there that the rail industry can be a little closed off and not responsive to customer needs but we want to let people know the opposite is true.
“We really welcome feedback from our customers and different ideas to improve our services and want to hear from as many people as possible to make this happen.
“The post-boxes will hopefully encourage customers to talk to us and share their thoughts, good or bad, to help us improve. Hiding the mini figurines at stations and on our trains is a fun way to give something back and hopefully make everyone’s journey a little more memorable.”
Find out more about the competition and how to win First Class rail travel to London, a £500 gift card and overnight stay at the St Pancras Renaissance hotel, by searching the #LittleFinds hashtag on social media.