Customer report

See our plans and targets

It’s our vision to drive the East Midlands towards a brighter future by connecting cities, supporting communities and creating easier journeys for all our passengers. Moving forward, there’s a lot of work to do – and we have big plans.

To keep you informed on our targets, investments and improvements we’re making to our services, we publish a twice-yearly report. Download our latest Customer Report for the full picture.

Download Customer Report

As part of our commitment to developing our partnerships with stakeholders, we contacted 61 key stakeholders in Winter 2019 to conduct a Stakeholder Research Survey.

The research involved a short questionnaire about what, in stakeholders' opinion, EMR are doing well and where EMR can improve, in the way we work with our stakeholders.

The stakeholders' feedback will help shape how we develop our stakeholder relationships in the future, as we continually seek to improve our service in every respect.

As well as the many verbatim comments received, we also received quantitative data on the below questions.

On a scale from 0-10, how likely are you to recommend the East Midlands Railway team to work with to your colleagues and associates? 8/10

Average score of all responses received.

How Engaged do you feel by East Midlands Railway? 95%

We counted marks to this score as any response of ‘engaged’ and over.

The following is a list of descriptions that most train operators would like to be associated with. Which, if any, do you think apply to East Midlands Railway?

Please use a scale of 1-10, where 1 = does not apply to East Midlands Railway at all and 10 = applies strongly to East Midlands Railway

A reputable organisation I can trust 8/10
Builds strong stakeholder relationships 9/10
Transparent, honest and open 8/10
Understands the local communities it serves and puts them first 6/10
Decisive, proactive and 'can do' approach 7/10

Results are used to support EMR's ongoing development and we thank all stakeholders who took part in this survey.