News from East Midlands Trains


Stagecoach rail franchises rated highly in latest independent passenger survey

  • Satisfaction at East Midlands Trains rises by 3% to 89%
  • 91% of Virgin Trains East Coast customers satisfied
  • South West Trains satisfaction consistent with London & South East average

Customers at Stagecoach Group’s three rail franchises, East Midlands Trains, South West Trains and Virgin Trains East Coast continue to rate its services very highly, according to the latest National Rail Passenger Survey issued today (25 July 2017).

At East Midlands Trains, the survey shows that an impressive 89% of customers were satisfied with their service. It matches the highest level of passenger satisfaction previously achieved on East Midlands Trains and also marks a 3% year on year improvement.

Virgin Trains East Coast once again achieved some of the highest overall scores for long distance train operators scoring 91%, which is a 2% year on year increase.

At South West Trains, the UK’s most complex commuter rail network, the survey shows that 82% of customers were satisfied with their service, which is consistent with the average for other London & South East train operators.

Virgin Trains West Coast, which Stagecoach has a 49% shareholding in, also scored one of the highest overall satisfaction scores at 92%.

Tim Shoveller, Managing Director for Stagecoach Rail, said: “With over 21 years experience of running commuter, regional and inter-city rail services, we have lots of insight into the needs of all of our different customers. This experience, and our continued investment programme, is delivering some really positive results in customer satisfaction which we are very pleased to see.

“However, there’s always more that we can do as an industry to deliver the service our customers expect day in, day out. From the service the train operators provide, to the reliability of the rail infrastructure and the combined investment of all the partners involved in running Britain’s railway, it’s important that we all keep working as one team to keep focused on improving customer satisfaction even further.”

Satisfaction has risen in a variety of categories, representing the major investment Stagecoach continues to make in improving its train services and station facilities.

Train facilities

Satisfaction with train facilities increased in a number of areas, including cleanliness of the train fleet.   On Virgin Trains East Coast, satisfaction with the upkeep and repair of the train increased by 12%, whilst cleanliness of the interior and exterior of the train both saw a 5% boost in satisfaction.

On East Midlands Trains, on train toilet facilities scored significant improvements, with satisfaction up by 9%. The space provided for luggage on trains was also rated more highly with an 8% increase at East Midlands Trains and a 7% increase at South West Trains.


Stagecoach’s team of 10,000 rail employees were also rated highly. At South West Trains, satisfaction with the availability of staff at stations and attitudes and helpfulness of staff both saw a 6% increase, whilst at East Midlands Trains, station staff availability increased by 5% and at Virgin Trains East Coast, the attitudes and helpfulness of staff raised to 87% marking a 4% year on year increase.

Station facilities

All the train companies saw increases in satisfaction with the choice of shops and eating/drinking facilities at their stations with a 6% increase at East Midlands Trains, a 5% increase at South West Trains and a 2% increase at Virgin Trains East Coast.

For more information or a copy of the results, visit