Living in Leicester is perfect if you want easy access to the rest of Britain – and even the world – and the quality of the transport links for Leicester commute are second to none, as recent survey results reveal.
For the second time, East Midlands Trains has been given the title of the best train operator in Britain in the latest UK Customer Satisfaction Index.
The Institute of Customer Service index is compiled twice each year and looks at satisfaction levels in different companies across 13 industries.
In the last survey, released this summer, East Midlands trains was the highest-performing railway operator, gaining a score of 77.7 per cent satisfaction. This rate was 3.3 per cent higher than the average satisfaction rate in the transport industry.
Overall, East Midlands Trains came eleventh in a 29-strong group of transport companies which were included in the Institute of Customer Service survey. The group contained a range of firms operating in different sectors, including those working in the rail, air, ferry and coach industries.
The East Midlands railway operator was previously named as the country’s best-performing rail company in the UK Customer Satisfaction Index released in August 2014.
The Stagecoach Group train company operates routes across the East Midlands, including Leicester, East Midlands Parkway, Loughborough, and Market Harborough, along with minor stations such as Syston, Sileby and Barrow.
The Satisfaction Index also highlighted improvements that have been made by the company in relation to the customer experience. The rail operator came in ninth in a list of Britain’s most improved organisations. Other companies in the line-up included Sainsbury’s, Suzuki, Homebase and Scottish Power.
East Midlands Trains’ customer experience director, Andrew Conroy, said the result of the Institute of Customer Service survey was ‘great news’. He added that the company had been focussing hard on offering customers an improved experience on trains and in stations and the survey results were ‘testament’ to the success and hard work of the East Midlands Trains’ team.
Mr Conroy said that it was good to achieve a high rating in comparison to other train companies, although the organisation’s ‘real focus’ was on being one of the UK’s best customer service companies overall. He added that the latest scores on satisfaction levels proved that the operator was travelling towards this aim.
The train operators which featured in the index alongside East Midlands Trains were Virgin Trains East Coast, Virgin Trains, Northern Rail, London Midland, Great Western, Transpennine, Arriva Wales, Southern Rail, Greater Anglia, South Eastern, Abellio and Abellio Scotrail.
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