News from East Midlands Trains


East Midlands Trains rated highly in latest National Passenger Survey

  • 86% of passengers satisfied with their service 
  • £40 million station and train investment programme continues to benefit passengers 
  • Significant increases with on-train facilities including toilets and luggage space

Passengers continue to be satisfied with their East Midlands Trains service, according to the results of the latest National Passenger Survey issued today (29 June).

Overall passenger satisfaction remained at a high level of 86%, whilst satisfaction with train facilities showed significant increases, representing East Midlands Trains’ ongoing £30 million investment programme which will deliver improvements to every single train.

Passengers rated the improvements made to on-train toilets and luggage space, with the year on year scores for these facilities increasing by 6% and 7% respectively.   The upkeep and repair of trains also continues to be rated highly, with a further increase in satisfaction to 77%.

Train stations also scored well in the survey with 82% of passengers satisfied, representing the significant £10 million investment East Midlands Trains is making to improve its stations.

Other areas which showed increases in satisfaction were provision of information during the journey which increased to 71%, punctuality and reliability of services which showed a 2% year on year increase to 86% and availability of staff on train which increased by 3% year on year.  

David Horne, Commercial & Customer Service Director for East Midlands Trains, said:  “It’s very pleasing that the results of our £40 million station and train investment programme are continuing to make a difference to passengers.

“We’ve worked extremely hard to improve every aspect of the passenger journey and these latest results are a clear sign that this investment is really helping to improve satisfaction with our services.

“However, we remain focussed on getting even better and making sure satisfaction with all aspects of our train service continues to improve.”

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