Train firm has ‘best customer service 
on the railways’

breaking news
breaking news

East Midlands Trains (EMT) has topped a national league table for customer satisfaction.

The firm, which runs services from Belper station, was rated seventh out of the 25 different transport companies in the UK customer satisfaction index - put together by the Institute of Customer Service.

It was also rated as the best train operator in the table, above other train operators including Virgin Trains, East Coast and First Great Western.

And the rail operator was the sixth most improved organisation in the UK, along with other big names such as Center Parcs, Tesco Bank and Butlins.

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 scores in the latest survey showed satisfaction with East Midlands Trains had increased by 4.2 per cent year on year, and was 3.8 per cent higher than the transport sector average.