East Midlands Trains backed by customers

Staff at East Midlands Trains are celebrating after being named as the best rail operator in a recent customer survey.

The report by the Institute of Customer Services examined passenger attitudes to 25 different transport companies who provide rail, coach, air and ferry services.

East Midlands Trains finished seventh overall in the survey, the best-performing rail operator.

It was placed ahead of rivals Virgin Trains, East Coast and First Great Western.

Other rail companies included in the survey were First Scotrail, Northern Rail, First Great Western, London Midland, Transpennine Express, South West Trains, First Capital Connect and South Eastern.

Neil Micklethwaite, customer service and commercial director for East Midlands Trains, said: “This is a great achievement and is testament to the hard work and effort of our employees in delivering significantly improved customer service.

“Whilst it’s always great to be rated against other train operators, our real objective is to be ranked as one of the best customer service organisations in the country and these latest Customer Service Satisfaction Index scores mark a significant step towards that goal.

“I am delighted with the progress we have made so far and we will continue to focus on delivering the best possible service for our customers.”

The UK Customer Satisfaction Index is published twice a year, with the most recent results published in July.

It is based on feedback from almost 10,000 people and is carried out through an online survey of actual consumers.

For more information, visit www.instituteofcustomerservice.com.