Bondholder East Midlands Trains held its Stakeholder Conference this week, with delegates hearing about the range of customer experience improvements delivered.
East Midlands Trains has focused considerable effort in the last twelve months on customer experience to ensure punctual and reliable services, more comfortable and accessible trains and stations, better value for money and simpler journeys, and is further developing a programme of initiatives based on customer feedback. The most recent National Rail Passenger Survey showed an overall satisfaction score of 86% for East Midlands Trains.
Delegates also heard from Eddie Muraszko, Deputy Director – Midlands, North and Wales market at the Department for Transport, of the Government’s plans for the new East Midlands rail franchise which will shape the future of train services over the next five to ten years. Public consultations are expected to start in December 2016 with award of contract in spring 2018.
Looking ahead to the new franchise Managing Director of East Midlands Trains, Jake Kelly said to stakeholders “We work best when we work together. East Midlands Trains has been successful in recent years in mobilising to secure investment and this is the place where the best value is to be had. Re-franchising will be bumpy and our job is to make sure our customers don’t notice.”
East Midlands Trains has highlighted the need for new trains and extra carriages to continue driving faster economic growth for the East Midlands in its new report East Midlands: A Railway for Growth which has been published following input from local authorities, major businesses, universities, tourism companies and a range of other key stakeholders across region.
Spencer Gibbens, Principal Sponsor (Midland Main Line) at Network Rail provided an update at the Conference on the planned investment of £2billion to improve the Midland Main Line by 2023, including the re-modelling of Derby station to be undertaken in 2018.