News from East Midlands Trains


Stagecoach rail companies shortlisted in UK Customer Satisfaction Awards

Stagecoach rail companies shortlisted in UK Customer Satisfaction Awards

  • East Midlands Trains and South West Trains both shortlisted in awards
  • National awards recognise improvement in customer satisfaction


Stagecoach rail franchises, East Midlands Trains and South West Trains, are in the running for a host of awards at this year’s UK Customer Satisfaction Awards.

East Midlands Trains has been shortlisted for the Employee Engagement Strategy of the Year Award for the work it has done with its 2,100 employees to drive improved customer service.   As well as an increase in customer satisfaction, the strategy has also seen a reduction in staff turnover.  There are a number of large companies short-listed in this award including BT Business, Carillion, Skipton Building Society and LV=.

The Derby-based train operator has also been short-listed for the Northern Gas Networks Quality Service Provider Award, along with other major companies such as Domestic & General, Utility Warehouse, TNT and Auto Windscreens.

South West Trains has been shortlisted for the Capita Customer Satisfaction Innovation Award for its major programme of investment for customers to make end-to-end journeys easier, including new technology, more personal customer service, more seats and extra car parking.  Other major companies shortlisted in this category include Coca-Cola Enterprises, Openreach, Virgin Money and DFS.

 Winners will be announced at an awards ceremony on 1 March.

Tim Shoveller, Managing Director of Stagecoach Rail, said:  “It’s great news that we have been have been shortlisted for three awards in the national Customer Service Awards.  This is a fantastic tribute to our people who work hard day in, day out, to deliver great service for our customers.

“The experience our customers have when travelling on our trains is a key business focus for us, and therefore one of our highest priorities.  We are therefore extremely pleased our investment in this area has been recognised by such a worthy organisation.”

The UK Customer Satisfaction Awards are organised by the Institute of Customer Service and recognise organisations and individuals that have implemented successful customer service strategies. Organisations from across the UK can enter one of 13 categories and will be judged by industry experts, business leaders and academics. The awards ceremony takes place alongside the Institute's industry-leading Annual Conference.

East Midlands Trains picked up the winners award in the category of ‘Leadership Factor Best Return on Customer Investment’ for the introduction of its 24/7 customer contact centre.

For more information about the Institute of Customer Service, visit