News from East Midlands Trains


East Midlands Trains marks National Customer Service Week

  • New Customer Experience Director joins efforts to celebrate National Customer Service Week
  • Managers and head office staff out across the network hearing views of customers
  • Builds on recent positive independent survey results which show 89% of customers satisfied

East Midlands Trains managers and head office staff will be getting back to the floor this week to listen first hand to the views of its customers and hear thoughts on how services can be further improved. And joining them will be new Customer Experience Director, Adam Piddington, who joined East Midlands Trains last month. Adam, who was previously working as Customer Service Director for South West Trains, has held a variety of senior roles in customer service, customer information, security and revenue protection in both South West Trains and Silverlink.

National Customer Service Week runs from 2-6 October and aims to raise awareness of the vital role that Customer Service plays in successful business practice and the growth of the UK economy.   The theme for East Midlands Trains for this year is 'Inside Out', which encourages teams from support functions who normally work on the 'inside of the business' and who don't normally have face to face interaction with customers, to spend some time supporting the front line teams and hearing direct feedback on how services can be improved.

Adam Piddington, Customer Experience Director for East Midlands Trains said: "Having been in the business for around four weeks now, it’s very clear that at East Midlands Trains our customers are genuinely at the heart of everything we do. Transporting over 26.6 million passengers per year across 90 locations, operating over 470 services every day, we know it’s of critical importance that we deliver great service and continue to exceed our customer expectations.

"I was very pleased that East Midlands Trains scored so highly in the recent independent National Rail Passenger Survey with 89% overall satisfaction. National Customer Experience Week now gives us all the opportunity to improve that on that further by reflecting on the level of service we offer to our customers and gaining some real insight into the areas they want us to improve."

East Midlands Trains will also be giving out a range of goodies to its customers during Customer Service Week including some free First Class upgrades.

In the most recent National Rail Passenger Survey carried out by independent watchdog, Transport Focus, in Spring 2017, 89% of East Midlands Trains customers said they were satisfied with their service. This matched the highest level of passenger satisfaction previously achieved on East Midlands Trains and also marked a 3% year on year improvement.

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