Tue Sep 30 2014


Categories: Featured Articles












It’s the most hotly contested category in the railway ‘Oscars’. Passenger Operator of the Year is the award all TOCs vie for at RAIL’s National Rail Awards. But impressing the judges is a tall order, and it takes more than luck to win this most prestigious of awards.

During the summer, the NRA judges make ‘mystery shopper’ visits to scrutinise the level of service on offer. They sift through reams of documents and analyse statistics to decide which TOC truly deserves the highest accolade.

This year, at RAIL’s 15th National Rail Awards, that trophy was awarded to East Midlands Trains.

But what made EMT better than the rest?

The judges’ verdict was this: “EMT consistently delivered really good customer care in many diverse situations, enhanced by beneficial, effective working relations with Network Rail.”

It’s a “diverse” mix, as the judges put it, of InterCity services for St Pancras, cross-country services from Liverpool-Norwich via Manchester, Sheffield, Nottingham and Peterborough, and a range of rural services, that make up the complex network served by EMT.

With such a variety of services, achieving customer satisfaction is not easy. In fact, service levels have improved dramatically since franchising began in 1996.






... read more in RAIL 758, on sale 01/10/2014. Now available for your iPad!