24.11.17
A chance to exceed expectations
David Sidebottom, passenger director at Transport Focus, highlights the areas that the next East Midlands franchise operator must focus on to improve train services for commuters.
“I’m spending £130 at least on tickets and when I add that up to a month, it’s at least £600. And then I have to pay for wi-fi. I think that’s really rubbish.” – Bedford, frequent commuter.
Wi-fi, plug sockets, and catering services – many of the different onboard facilities that we might not think about when booking a train journey but are increasingly things passengers have come to expect as part of a value-for-money service.
Better onboard facilities is just one of the findings to come out of our new research in to the East Midlands franchise. With the next operator expected to start running the franchise from August 2019, we’ve been speaking to passengers to understand their priorities for the next franchise. We wanted to make sure their views are understood before new services are specified. That’s why we carried out a number of focus groups across the network to understand what passengers’ overall impressions and areas for improvement are. So what’s the verdict?
Passengers think the current East Midlands franchise largely delivers on their basic needs, but one of the biggest concerns is the dated nature of the trains in use. Commuters told us their key areas for improvement include more seats and more frequent services, more modern trains, improved onboard experience and better value-for-money services. So how can the next franchise seize the opportunity to deliver an outstanding experience for passengers?
Overall, 89% of East Midlands Trains (EMT) passengers are satisfied with their journey. Passengers tell us EMT delivers a dependable and reliable service which represents value for money on local journeys compared to the cost of driving or taking the bus. For longer journeys, however, especially to and from London, opinions of the value for money are much more varied, with some people finding good-value fares whilst others find tickets to be eye-wateringly expensive.
Passengers have told us there are issues around the dated feel of trains, their lack of facilities, and the inconsistent quality of stations across the network. The dated appearance of the trains and the design of their interiors leads to people describing the operator’s brand overall as “basic,” even rather “shabby.
”They also had some rather negative views about the cleanliness of train interiors, with satisfaction rates of 74% on local routes. When it came to the toilets, passengers were less than impressed. Only 50% of commuters on local routes were satisfied, and 55% on London trains. They would also like to see free on-board wi-fi, power sockets and improvements to catering services. In the latest National Rail Passenger Survey, just 29% of passengers were satisfied with the availability of wi-fi on trains and 43% were satisfied with the availability of power sockets. This is clearly an area where there is the opportunity for the new franchise to improve services and exceed expectations.
Passengers also notice a stark contrast between EMT and more modern trains run by Virgin Trains and London Midland, which share some stations on the network. The new franchise should look to significantly improve the quality of the trains, bringing them up to 21st-century standards. Introducing trains across the network with an improved level of comfort and better provision of facilities, especially on local routes, would go some way to transforming passengers’ overall impression of the franchise.
Our research shows passengers rate staff on the network highly, finding them friendly and helpful at the station and on the train. Over 80% are satisfied with the helpfulness and attitude of staff on the train. Where passengers have problems, these are generally resolved proactively on the spot, or dealt with successfully by EMT’s customer relations team. It’s vital that the next operator continues to deliver good customer service and puts the passenger at the heart of its day-to-day operation.
What’s clear is that EMT passengers have a dependable service that delivers the basics well. However, they have seen what other TOCs provide, which has raised their expectations. We will now work with the DfT to highlight these and other issues, seeking a franchise that reflects passenger needs and exceeds their expectations. The competition for the next franchise must seize the opportunity to provide an outstanding journey for rail passengers in the East Midlands.
Top Image: Jaroslaw Kilian
FOR MORE INFORMATION
W: www.transportfocus.org.uk