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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 69 complaint appeals in 2015 about East Midlands Trains.

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

Top five reasons for complaint appeals in 2015

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
Penalty fares/unpaid fares notice/prosecution 0 0 0 25 21 24 20 7 0
Complaints handling 62 49 64 53 37 36 19 15 8
Staff conduct and availability 30 35 27 20 13 15 17 4 0
Fares, retailing and refunds 76 78 78 45 11 18 13 5 4
Quality on train 51 25 26 19 12 18 13 6 1

Complaint appeals relating to:

Penalty fares/unpaid fares notice/prosecution 20 This is down 17% on the previous year
Complaints handling 19 This is down 47% on the previous year
Staff conduct and availability 17 This is up 13% on the previous year
Fares, retailing and refunds 13 This is down 28% on the previous year
Quality on train 13 This is down 28% on the previous year