Train users satisfied

EAST Midlands Trains has once again been named best train operator in the UK Customer Satisfaction Index.

The train operator received a 77.7% satisfaction rating, 3.3% above the transport industry average. It also came 11th out of the 29 different companies included in the survey, which looks at satisfaction across rail, coach, and ferry companies.

The organisation also finished ninth is the most improved category in the index.

Andrew Conroy, customer experience director for East Midlands Trains, said: “It’s great news that we have once again been named the best train operator in the UK by the Institute of Customer Service.

“We have put a real focus on improving the experience our customers receive at our stations and on our trains, and this is testament to these improvements and the hard work of our own employees in continuing to deliver the best service they can for our customers.

“It’s always great to be rated highly against other train operators, but our real focus is on becoming one of the best customer service organisations in the UK, and we are pleased the latest satisfaction scores are showing we are moving in the right direction.”

The UK Customer Satisfaction Index is the Institute of Customer Service’s national measure of customer satisfaction.