News from East Midlands Trains


East Midlands Trains passengers more satisfied than ever before

  • Latest National Passenger Survey shows 5% growth in overall satisfaction
  • Value for money scores also show significant improvement 

East Midlands Trains passengers are more satisfied than ever before, according to the latest independent survey released today by national transport watchdog, Passenger Focus.  

The survey, carried out in Spring 2010, showed that an impressive 86% of passengers were satisfied with their service, marking a 5% year on year increase and representing the highest ever level of customer satisfaction for East Midlands Trains.

Passenger satisfaction at East Midlands Trains is significantly above the national average of 83%.

East Midlands Trains’ rating improved significantly in a number of key areas, including:

  • Value for money : A 7% year on year increase in the number of passengers who said their East Midlands Trains ticket represented good value for money.  Over the past year, some significant improvements have been made to ensure passengers get the best value ticket. These include the launch of a Best Fare Finder tool, which helps passengers easily identify the best ticket for their journey, and an increased number of advance purchase tickets now available. Passengers are also benefitting from some significant discounts to First Class travel, as well as continued access to the bargain fare, offering travel for just £1 plus 50p booking fee.
  • Train appearance :  78% of passengers were satisfied with cleanliness of their train, marking an increase of 8% year on year. Some 75% said they were happy with the upkeep and repair of the train (a year on year increase of 7%).  This reflects significant investment made by East Midlands Trains in its fleet and depot facilities. 
  • Handling of delays : This category showed a 14% year on year increase, recognising the improved processes in place, including better communication delivered through a new joint East Midlands Trains/Network Rail joint control centre.

David Horne, Customer Service Director for East Midland Trains, said:  “Since the start of our franchise, we’ve been investing heavily into the things we know are important to our passengers, and have already spent over £70 million on making improvements to our trains, stations and depots.  It’s great news that passengers are now starting to see the benefits of this investment programme.

“As well as the more visible improvement programme, we’ve also been investing time and money to ensure our passengers are guaranteed the best value ticket for their journey. This commitment to offering a range of value for money fares means that every week more than 11,000 people travel to London for just £32 or less, demonstrating just how cheap train travel can be.

“We’re extremely pleased with the results of the latest survey and are determined to keep on improving.”

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