Please note that this site does not support Internet Explorer versions 7 or 8.

Graphs will not appear, and other elements on the page may be displayed incorrectly.

We recommend upgrading to the latest Internet Explorer, Google Chrome, or Firefox.

If you are using IE 9 or later, make sure you turn off "Compatibility View".

East Midlands Trains satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on East Midlands Trains.

The top four measures of satisfaction

2012 2013 2014 2015 2016 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
Overall, how satisfied were passengers with the journey? 89% 88% 86% 87% 88% 89% 84% 86% 83% 89%
How satisfied were passengers with train punctuality and reliability? 88% 86% 80% 84% 83% 85% 83% 82% 82% 88%
How good was the cleanliness of the inside of the trains? 84% 83% 82% 84% 83% 83% 84% 81% 81% 83%
How satisfied were passengers with the value for money of the price of their ticket? 49% 48% 52% 49% 52% 51% 51% 52% 50% 51%

To access more detailed data on each satisfaction measure, choose a question:

East Midlands Trains complaints data

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 48 complaint appeals in 2016 about East Midlands Trains.

Using this graph you can explore the appeals to East Midlands Trains.

Top five reasons for complaint appeals in 2016

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Complaints handling 62 49 64 53 37 36 19 15 22
Train service performance 43 28 21 22 23 16 13 12 17
Penalty fares/unpaid fares notice/prosecution 0 0 0 25 21 24 20 7 0
Quality on train 51 25 26 19 12 18 13 6 3
Fares, retailing and refunds 76 78 78 45 11 18 13 5 9

Complaint appeals relating to:

Complaints handling 15 This is down 21% on the previous year
Train service performance 12 This is down 8% on the previous year
Penalty fares/unpaid fares notice/prosecution 7 This is down 65% on the previous year
Quality on train 6 This is down 54% on the previous year
Fares, retailing and refunds 5 This is down 62% on the previous year