News from East Midlands Trains


East Midlands trains focus on rail survey results to improve customer services across train services to London

Passenger Focus has today published the results of its Autumn 2007 National Passenger Survey.

The findings relate to surveys carried out in Autumn last year, prior to the start of the new East Midlands Trains franchise. East Midlands Trains was formed from the London services franchise and part of the Central Trains network on 11 November 2007. Therefore the results are not directly attributed to East Midlands Trains. However the company will be studying the information in the reports to assist them in ongoing improvements planned for services.

In summary, the results show:

Nationally, overall satisfaction stands at 81% of passengers either quite or very satisfied with services. For London services and Central Trains, overall satisfaction stood at 86% and 81% respectively.

The survey highlights that passengers are keen to see improvements in the areas of punctuality, value for money, train cleanliness, train upkeep and repair. And these are all areas that East Midlands Trains is focusing on during its new franchise.

East Midlands Trains has a £90 million programme of investment planned for its stations and fleet. This investment will see extensive refurbishment of the company’s train fleet, along with improvements at existing train stations and the building of two brand new stations at Corby and East Midlands Parkway. In addition to this the company is committed to offering cheap train tickets. By introducing the revolutionary megatrain concept. East Midlands Trains is offering thousands of fares to London from just £1 (plus 50p booking fee) every week.

East Midlands Trains Managing Director, Tim Shoveller said: “Whilst this survey does not relate directly to our franchise, the results are of course very interesting to us. We have faced some challenges in the first 10 weeks of our franchise and we are concentrating on making progress in many areas. This survey is an ongoing initiative, with regular results, the next of which are expected in June this year. We hope to see an improvement on scores as we move forward.”