Lincolnshire train company disputes low satisfaction figures

A survey of train passengers published this week revealed that East Midlands Trains, the rail company that operates trains throughout Lincolnshire, has passenger satisfaction rates of just 50 percent.

One of East Midlands Trains' trains. Photo: Firing up the quattro (via Flickr)
One of East Midlands Trains' trains. Photo: Firing up the quattro (via Flickr)
The study, conducted by consumer magazine Which?, put East Midlands Trains in a group of eleven rail franchises that left at least half of their customers dissatisfied.

The majority of Northern Rail and TransPennine Express customers, who run other rail services in the county, were also dissatisfied, the survey claimed.

However, a spokeswoman for East Midlands Trains argued that the survey was inaccurate, citing the fact that Which? only surveyed 290 travelers on a service that services both local and long-distance routes:

She said: “The results of the Which online poll are based on a fraction of the 23 million passengers who travel with us every year.”

“By comparison, independent watchdog Passenger Focus surveys up to eight times as many people a year.”

Last month, Passenger Focus reported 86 per cent of customers were satisfied with East Midlands Trains’ level of service, while only six percent said they were dissatisfied – although this represents a slight decline in passenger contentment since the same survey was carried out last year.

East Midlands Trains were also keen to stress their ongoing program of station refurbishment, including the current redesign of Lincoln station’s ticket office.

“We are determined to keep improving further and to deliver a better railway for passengers and continue attracting record numbers of passengers,” the spokeswoman said.

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