News from East Midlands Trains


Passengers give East Midlands Trains best ever satisfaction score

  • 88% of passengers satisfied with services 
  • Most improved train operator in the UK 
  • Overall satisfaction increases by further 4% 
  • Significant increase in value for money, train comfort and cleanliness, and availability of staff ratings 
  • Satisfaction with Liverpool-Norwich services soars to 94% following investment

Passengers have given East Midlands Trains its best ever rating, with 88% of customers satisfied with their service, according to the latest National Passenger Survey results published today (26 January).

The Passenger Focus study, carried out in Autumn 2010, shows satisfaction with East Midlands Trains services has risen a further 4% year on year - the biggest improvement of any UK rail operator.

Satisfaction is up across 23 different categories, with significant increases in customer ratings on value for money, train cleanliness and comfort, and the overall station environment.

For the first time this year, Passenger Focus has published the breakdown of passenger satisfaction by route. The survey shows that overall customer satisfaction with the heavily used Liverpool-Norwich services has surged 11% year on year to a remarkable 94%.  

Tim Shoveller, Managing Director for East Midlands Trains, said:  “These results, which signify the best ever level of satisfaction amongst our passengers, really are representative of the huge investment we are making to improve every aspect of the passenger journey.

“With over £40 million being spent on improvements to our stations and every single one of our trains, we are confident that passenger satisfaction will continue to grow and grow.

“It is particularly pleasing that the Liverpool to Norwich route, which had historically suffered from a lack of investment and resources prior to the start of the East Midlands Trains’ franchise, has seen such a fantastic boost in passenger satisfaction.  This summer will also see the delivery of additional carriages to help increase the capacity of services between Nottingham and Liverpool, which we know will help to improve satisfaction even further.

“We’re delighted with these results and would like to pay tribute to the hard work of all the team at East Midlands Trains in helping to ensure our passengers are more satisfied than even before.”

Highlights of the survey include: 

  • Once again, the number of passengers who said their ticket represented good value for money increased, marking a 9% year on year improvement.  This is representative of East Midlands Trains’ commitment to offering its passengers the best value for money ticket through initiatives such as the new improved online Best Fare Finder and cheaper fares available when booking through the East Midlands Trains’ website. 
  • As a direct result of East Midlands Trains’ ongoing £30 million fleet refurbishment programme, a number of train factors showed significant improvements.  Satisfaction with train cleanliness rose to 76% (a 4% year on year increase), 79% of passengers rated the comfort of the on train seating area highly (an 8% increase) and 74% said there was sufficient room for all passengers to sit/stand (a 6% increase).  Passengers were also impressed with the upkeep and repair of the company’s fleet of trains, scoring a 76% satisfaction rating (also marking an 8% year on year increase). 
  • Satisfaction with the overall station environment increased to 77%, marking a 3% year on year increase and signifying East Midlands Trains’ ongoing £10 million investment programme which is currently delivering improvements at stations right across the network. 
  • East Midlands Trains’ employees continue to receive praise from passengers, with the survey showing a 10% increase in the availability of staff on train, and a 3% increase in the helpfulness and attitude of staff on train.

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