East Midlands Trains is Recognised for Excellence
- 5 star rating for the first time
- Highest level of excellence certification
- Builds on customer service improvements
LONDON, UNITED KINGDOM -- (Marketwired) -- 04/05/13 -- East Midlands
Trains has been awarded 5 stars by the British Quality Foundation
(BQF) in the Recognised for Excellence (R4E) programme.
East Midlands Trains, part of the Stagecoach Group, received the 5
star certification following an extensive week-long assessment
covering all areas of the company. This included face to face
interviews with employees at all levels and visits to stations and
This is the highest level of certification available, and this is the
first time that East Midlands Trains been awarded 5 stars.
R4E is part of the EFQM Levels of Excellence, Europe's leading
recognition programme for organisational performance. The assessor
team praised East Midlands Trains for clearly defining customer
requirements and 'exceeding them as a matter of course' and also
commented on the innovative approach taken by the train operator.
David Horne, Managing Director for East Midlands Trains, said: "We're
extremely pleased to have been awarded with a five star rating for
the first time. It's a clear demonstration of the commitment our
employees have made in striving to deliver significantly improved
services for our customers."
Joe Goasdoue, Chief Executive of the BQF, said: "With this successful
renewal of its R4E certification, East Midlands Trains shows that its
performance continues to improve."
This comes on the back of East Midlands Trains just scoring its best
ever customer satisfaction results. In the most recent independent
passenger survey from Autumn 2012, 89% of passengers said they were
satisfied with their East Midlands Trains service, representing the
highest ever level of satisfaction. Since the start of the franchise
in 2007, there has been a 10% increase in passenger satisfaction - a
rate of improvement not bettered by any other train company in the
East Midlands Trains has demonstrated a continued commitment to
improving services for passengers and from the start of the franchise
in 2007 has made some significant improvements:
-- 33,000 more trains are now running on time each year than at the start
of the franchise
-- The recent passenger survey demonstrates an 18% increase in how well
East Midlands Trains deals with delays, the biggest increase of any
-- Every train in the fleet has now been refurbished following a GBP 30
million investment programme.
-- Delays caused by fleet have reduced by 23% since the start of the
-- Delivery of an additional 1,500 seats per day on the busy Liverpool-
-- Introduced WiFi on all services to London with free WiFi coming at 30
stations this year.
-- Continuing to invest GBP 10 million to improve stations. The latest
passenger survey demonstrates that passenger satisfaction with East
Midlands Trains stations is higher than any other train operator in the
East Midlands Trains has also recently received Investors in People
East Midlands Trains
East Midlands Trains, part of the Stagecoach Group, runs fast,
frequent trains from and to London St Pancras International and key
UK destinations throughout the East Midlands, including Leicester,
Derby, Sheffield, Nottingham, Manchester and Liverpool.
East Midlands Trains is currently investing over GBP 40 million to
improve stations across its network and every single passenger train
within its fleet.
East Midlands Trains is committed to offering great value fares. Use
the Best Fare Finder to search for cheap train tickets and book cheap
train tickets to London and on more than 400 routes across the UK.
For further information about East Midlands Trains, visit
eastmidlandstrains.co.uk. For a selection of East Midlands Trains
images, visit www.flickr.com/photos/eastmidlandstrains.
Notes to Editors
For media enquiries, please contact East Midlands Trains on 01738
442111. Out of office hours: An on-call service operates for urgent
media enquiries out of hours. To access this service, please call
08448 222888 and quote MEDIA1. Please leave a short message,
including your name, media organisation, phone number and the nature
of your enquiry. The on call press officer will then return your
Stagecoach Group is a leading international public transport group,
with extensive operations in the UK, United States and Canada. The
Group employs around 35,000 people, and operates bus, coach, train,
and tram services.
Stagecoach is one of UK's biggest bus and coach operators with around
8,000 buses and coaches. Around 2.5 million passengers travel on
Stagecoach's buses every day on a network stretching from south-west
England to the Highlands and Islands of Scotland. The Group's
business includes major city bus operations in London, Liverpool,
Newcastle, Hull, Manchester, Oxford, Sheffield and Cambridge.
Low-cost coach service, megabus.com, operates between around 60 towns
and cities across the UK.
Stagecoach is a major UK rail operator, running the South West
Trains, Island Line and East Midlands Trains networks. It has a 49%
shareholding in Virgin Rail Group, which operates the West Coast
inter-city rail franchise.
Stagecoach also operates the Supertram light rail network in
In North America, Stagecoach operates around 2,900 buses and coaches
in the United States and Canada. Megabus.com serves more than 100
cities in North America. Stagecoach is also involved in operating
commuter and transit services, contracted bus services, charters,
sightseeing tours and a small number of school bus services.
East Midlands Trains, 1 Prospect Place, Millennium Way, Pride Park,
Derby DE24 8HG
East Midlands Trains
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