East Midlands Trains tops national survey

Bondholder East Midlands Trains has been named the UK's best train operator in the most recent UK Customer Satisfaction Index.

Published twice a year, the Index looks at customer satisfaction across a range of transport sectors including train operators, coach firms, airlines and ferry companies.

We have put a real focus on improving the experience our customers receive at our stations and on our trains.
— Andrew Conroy, Customer Experience Director at East Midlands Trains

East Midlands Trains scored 77.7% in customer satisfaction — 3.3% above the transport sector average.

The research recognised the customer experience improvements made by East Midlands Trains, listing the rail operator as the ninth most improved organisation in the UK.

Andrew Conroy, Customer Experience Director at 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."

Other train operators included in the survey were Virgin Trains, Virgin Trains East Coast, London Midland, Northern Rail, Transpenine, Greater Western, Ariva Wales, Abellio Greater Anglia, Southern Rail, Abellio Scotrail and South Eastern.