Customers delighted with extra cleaning measures introduced on Poacher Line this summer

Monday, 24 October 2022

  • Extra cleaning measures proved very popular with Skegness customers
  • EMR worked closely with VINCI Facilites to step up cleanliness
  • Positive customer feedback rose thanks to combined efforts

East Midlands Railway (EMR) has reported a steep rise in customer satisfaction after passengers travelling to Skegness approved of extra cleanliness measures.

Working with its partner VINCI Facilites, the amount of cleaning which took place on the Poacher Line increased this summer - including station and carriages receiving regular deep cleans.

The increase in cleaning contributed to a large jump in positive feedback from customers, with overall satisfaction with cleanliness reaching an average of 98% based on over 1,200 customer responses. Cleanliness with toilets also went up from 79% average to 85%.

Neil Grabham, Customer Services Director at East Midlands Railway, said: "Despite many challenges, this year our services to Skegness have been incredibly popular.

"Customers have really appreciated our efforts to keep carriages and stations along the route as clean as possible.

“I want to personally thank the VINCI team for its work on our Skegness Summer Services. We have received some really good feedback from the station team and our customers. This success has come from working closely together, with the goal of delivering for our customers."

Sue Matheson, Sector Director for VINCI Facilities, said: “It’s brilliant to be part of such an improvement on the Poacher Line and particularly the performance of Skegness station itself.

"Our two cleaners, and the deep clean team, work closely with EMR and it is great to have had such positive feedback and solid facts underlining the success of the work. The success of the Skegness Summer Service is a great example of what makes VINCI Facilities and EMR a good team.”