We’re committed to providing the right support to customers who have a disability or limited mobility, so they can enjoy a safe and comfortable journey.
One way in which we can help is through Passenger Assist, a service which allows people to book help on any train or at any station across the UK.
We want to make sure we’re getting it right, so customers using Passenger Assist are invited to fill in a survey based on their experience of the full process: from booking, travelling and completing their journeys. The results of the latest surveys can be found here.
26/6 - 23/7/22 | 24/7 - 20/8/22 | 21/8 - 17/9/22 | 18/9 - 15/10/22 | 16/10 - 12/11/22 | 13/11 - 10/12/22 | 11/12/22 - 07/01/23 | 08/01 - 04/02/23 | |
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Returned Surveys | 69 | 56 | 76 | 58 | 51 | 52 | 32 | 28 |
Overall, how satisfied or dissatisfied are you with East Midlands Railway? | ||||||||
Very satisfied | 95% | 98% | 96% | 95% | 97% | 90% | 96% | 95% |
Satisfied | 3% | 0% | 3% | 5% | 3% | 2% | 5% | 5% |
Neither Satisfied nor Dissatisfied | 2% | 2% | 1% | 0% | 0% | 7% | 0% | 0% |
Dissatisfied | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
Very dissatisfied | 0% | 0% | 0% | 0% | 0% | 1% | 0% | 0% |
What ways have you contacted East Midlands Railway to book assistance? | ||||||||
Telephone | 92% | 90% | 92% | 95% | 92% | 95% | 96% | 95% |
6% | 8% | 6% | 5% | 6% | 1% | 5% | 0% | |
Letter | 2% | 1% | 2% | 0% | 1% | 0% | 0% | 0% |
Webform | 0% | 1% | 0% | 0% | 1% | 4% | 0% | 5% |
Other (please specify) | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
Using a scale of 0 to 5, where 0 is strongly disagree and 5 is strongly agree, to what extent do you agree or disagree with the following statements? |
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The staff at East Midlands Railway that book assistance over the telephone are easy to deal with | 100% | 100% | 100% | 100% | 99% | 100% | 100% | 100% |
The staff at East Midlands Railway that book assistance over the telephone understand my needs | 99% | 99% | 100% | 100% | 100% | 94% | 100% | 100% |
I find it easy to book assistance with East Midlands Railway | 98% | 98% | 98% | 98% | 97% | 86% | 98% | 90% |
Were you aware that passengers are able to book rail tickets at the same time as booking assistance? |
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Yes | 99% | 100% | 98% | 99% | 97% | 100% | 99% | 100% |
No | 1% | 0% | 2% | 1% | 3% | 0% | 1% | 0% |
Using the same scale, to what extent do you agree or disagree with the following statements based on your experience with East Midlands Railway? | ||||||||
On arrival at the station, it is clear where I need to go and how to gain the assistance I have booked | 89% | 91% | 90% | 90% | 91% | 81% | 90% | 98% |
The staff at the station have a good level of awareness of disabilities | 90% | 90% | 90% | 90% | 98% | 85% | 90% | 98% |
The staff at the station have a good level of understanding in respect to disabilities | 91% | 90% | 92% | 90% | 92% | 88% | 90% | 90% |
I feel safe and secure when staff are helping me board a train | 95% | 95% | 95% | 95% | 95% | 92% | 95% | 100% |
Again, thinking about your overall experience with East Midlands Railway, to what extent do you agree or disagree with the following statements? | ||||||||
Once on the train, staff confirm that someone will meet me at my destination | 97% | 98% | 98% | 99% | 93% | 86% | 99% | 98% |
During my journey I am aware of how to request further assistance, should it be required | 93% | 93% | 95% | 95% | 95% | 88% | 95% | 98% |
Thinking about your experiences when arriving at your destination, to extent do you agree or disagree with the following statements? Upon arrival at my destination... | ||||||||
I am offered the assistance I require | 94% | 92% | 92% | 92% | 91% | 86% | 92% | 96% |
The staff are waiting to assist me | 92% | 91% | 92% | 92% | 92% | 82% | 92% | 90% |
Please rate the quality of service provided by the following members of East Midlands Railway staff | ||||||||
Station staff | ||||||||
Very good | 81% | 79% | 88% | 90% | 90% | 48% | 90% | 58% |
Good | 15% | 17% | 10% | 10% | 8% | 32% | 10% | 42% |
Neither good nor poor | 2% | 1% | 2% | 0% | 2% | 10% | 0% | 0% |
Poor | 2% | 3% | 0% | 0% | 0% | 10% | 0% | 0% |
Very poor | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
Train staff | ||||||||
Very good | 57% | 55% | 58% | 88% | 60% | 38% | 88% | 60% |
Good | 42% | 43% | 41% | 12% | 40% | 38% | 12% | 30% |
Neither good nor poor | 1% | 1% | 1% | 0% | 0% | 16% | 0% | 6% |
Poor | 1% | 1% | 1% | 0% | 0% | 8% | 0% | 4% |
Very poor | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
Booking staff | ||||||||
Very good | 93% | 92% | 94% | 94% | 95% | 70% | 94% | 80% |
Good | 7% | 1% | 6% | 6% | 5% | 18% | 6% | 20% |
Neither good nor poor | 0% | 6% | 0% | 0% | 0% | 4% | 0% | 0% |
Poor | 0% | 1% | 0% | 0% | 0% | 8% | 0% | 0% |
Very poor | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
Overall, how did you feel when travelling with...? | ||||||||
East Midlands Railway | ||||||||
Very confident | 42% | 39% | 45% | 45% | 41% | 22% | 44% | 70% |
Confident | 35% | 38% | 38% | 38% | 41% | 28% | 39% | 12% |
Neither confident nor anxious | 19% | 22% | 13% | 15% | 13% | 20% | 15% | 18% |
Anxious | 4% | 1% | 4% | 2% | 5% | 10% | 2% | 0% |
Very anxious | 0% | 0% | 0% | 0% | 0% | 20% | 0% | 0% |
Other Train Operators | ||||||||
Very confident | 41% | 41% | 40% | 45% | 42% | 28% | 43% | 32% |
Confident | 28% | 28% | 29% | 24% | 31% | 28% | 25% | 28% |
Neither confident nor anxious | 19% | 18% | 19% | 19% | 19% | 20% | 19% | 24% |
Anxious | 8% | 9% | 8% | 10% | 4% | 13% | 10% | 8% |
Very anxious | 4% | 4% | 4% | 2% | 4% | 11% | 2% | 8% |
If you have experienced a delay whilst travelling with East Midlands Railway within the last 12 months, how helpful was the information provided about the delay? | ||||||||
Very helpful | 44% | 47% | 45% | 46% | 50% | 42% | 46% | 56% |
Helpful | 28% | 31% | 29% | 28% | 24% | 34% | 28% | 36% |
Neither helpful or unhelpful | 18% | 16% | 17% | 17% | 17% | 8% | 17% | 2% |
Unhelpful | 10% | 6% | 9% | 9% | 9% | 16% | 9% | 3% |
Very unhelpful | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 2% |
N/A - I have not experienced delays whilst travelling with East Midlands Railway in the last 12 months | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 1% |
To what extent do you agree or disagree that the current Passenger Assistance system meets your needs? | ||||||||
Strongly agree | 55% | 51% | 56% | 56% | 60% | 34% | 56% | 44% |
Agree | 34% | 40% | 35% | 30% | 37% | 39% | 30% | 30% |
Neither agree nor disagree | 9% | 7% | 9% | 9% | 3% | 19% | 10% | 18% |
Disagree | 1% | 1% | 0% | 5% | 0% | 8% | 4% | 8% |
Strongly disagree | 1% | 1% | 0% | 0% | 0% | 0% | 0% | 0% |