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East Midlands Trains rates highly with passengers in independent survey



East Midlands Trains rates highly with passengers in independent survey

Customer scores increase for firm who operate stations at Carlton, Burton Joyce and Netherfield

Passengers on East Midlands Trains continue to rate its services very highly, according to the latest National Rail Passenger Survey issued today (25).

The survey shows that an impressive 89% of customers were satisfied with their service – which operates stations in Carlton, Burton Joyce and Netherfield.

It matches the highest level of passenger satisfaction previously achieved on East Midlands Trains and also marks a 3% year on year improvement.

Customers praised improvements to the on-train toilet facilities, with satisfaction up by 9%.

The space provided for luggage on trains was also rated more highly with an 8% increase.

The availability of staff at stations and attitudes and helpfulness of staff increased by 5%

Tim Shoveller, managing director for Stagecoach Rail, who own East Midlands Trains, 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.”


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