News from East Midlands Trains


National Award For East Midlands Trains


  • Winner in National Institute of Customer Service Awards
  • Industry-leading 24/7 customer contact centre praised by judges
  • Customer centre launched as commitment to customers to ‘be there when you need us’
  • Only train company nominated as a finalist in the awards

East Midlands Trains has continued its run of award winning success after picking up one of the winner’s awards in the National Institute of Customer Service Awards held this week.

The rail operator was awarded for its 24/7 customer contact centre, which was launched as a rail industry first in March 2014.  The contact centre, based within the operational control centre in Derby, offers support for customers 24-hours a day, 7 days a week, to book assistance, answer help-point calls, help to track lost property and deal with any customer queries. The team also respond to questions coming in via social media 24-hours a day.

Since the launch of the new contact centre, customer satisfaction has increased, the number of twitter followers has grown by 74% and the number of overall customer contacts has increased by over 20%, with judges praising East Midlands Trains as delivering on its promise to customers of ‘being there when you need us’.

As well as picking up the winner’s award in the category of ‘Leadership Factor Best Return on Customer Investment’ amongst other shortlisted large companies such as British Sky Broadcasting and Northern Gas Networks, East Midlands Trains was also a finalist in the ‘Best Customer Satisfaction Strategy’ award.  This is the second year that East Midlands Trains has been shortlisted at these awards and was again the only train operator to be nominated as a finalist.

Jayne Moyses, Head of Sales & Customer Service Centre for East Midlands Trains, said:  “This is a fantastic tribute and recognition to all the team who work so hard day in day out to deliver a great service to our customers, no matter what time of the day or night!

“This is a clear demonstration of our commitment to providing the best possible service to our customers and we are delighted that our efforts have been marked by such an important and worthy organisation.   

“Whilst it’s always great to be rated against other train operators, our real objective is to be ranked as one of the best customer service organisations in the country and this award win is a great step towards that goal.”

Jo Causon, CEO of the Institute of Customer service said:“The popularity of this year’s awards show the how customer service is a key business focus for organisations of all kinds. It’s also pleasing to see an increasing number of organisations across a wide range of different sectors taking part in these awards. It is clear that some of the most successful and effective organisations in the UK are those making a real investment into delivering the highest standards of customer experience.

 “We have to celebrate not only the high standards and professionalism of the award winners, but also the increasing numbers of organisations that are focusing on customer service as a strategy to drive sustainable business performance.”

For more information about the Institute of Customer Service, visit  For information about East Midlands Trains visit