News : East Midlands Trains Customer Satisfaction Improving
June 27, 2014 -- Customer satisfaction with train services on the East Midlands Trains network stands at 87% according to the latest data issued by independent watchdog Passenger Focus.
Satisfaction was up or remained stable across 32 of the 37 categories, with significant increases in the helpfulness of East Midlands Trains staff and in facilities at stations, representing the major investment made in this area.
Over the past year, East Midlands Trains has invested in delivering new and improved facilities at 23 different stations as part of its continuing wider station improvement scheme. This has resulted in a wide range of benefits for passengers including around 800 additional cycle spaces, better waiting facilities, new seating and refurbished toilets. Satisfaction with the provision of station shelters, availability of station seating and personal security whilst using the station all increased by 6% year on year. This reflects the positive impact of this major investment and the work East Midlands Trains has done in responding to customer needs.
East Midlands Trains staff were also rated very highly, with a very significant 91% of passengers interviewed saying they were satisfied with the way their request was handled, marking a 6% year on year increase. Some 82% of people also said they were satisfied with the attitude and helpfulness of staff, marking a 4% year on year increase. Over the past six months, East Midlands Trains has become the first train company in the UK to launch a 24-hour, 7 day a week customer contact centre for passengers. In addition, over 300 employees have received tailored customer service training as part of the company’s drive to improve the service offered to customers.
Neil Micklethwaite, Customer Service & Commercial Director for East Midlands Trains, said: "It’s great to see that our continued investment in customer service training and improved facilities is delivering real results for our customers.
"Major investment has been made to improve every area of our business, and the survey reflects that and the hard work and effort of our employees in delivering significantly improved customer service. We know that our people make a real difference in providing a high quality experience for our passengers and it’s good to see this recognised in the latest results.
"We are continuing to improve the service we offer to customers, and over the coming year we’ll be making further improvements at our stations with the completion of major investment works at Nottingham, the opening of three major new cycle hubs and further station accessibility enhancements our customers can look forward to.
Posted by Veronica Silva Cusi, news correspondent
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About East Midlands Trains:
East Midlands Trains (EMT) is a British train operating company owned by Stagecoach Group. Based in Derby, the company provides train services in the East Midlands, chiefly in Lincolnshire, South Yorkshire, Nottinghamshire, Leicestershire, Derbyshire and Northamptonshire. The franchise commenced on 11 November 2007 and was formed by the amalgamation of the former Midland Mainline and eastern parts of the Central Trains franchises.
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