Assisted Travel Survey Results

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
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%
Email 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?
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?
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%