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London Midland is the most improved train operator for customer satisfaction

Press Release   •   Feb 04, 2010 08:07 GMT

London Midland is the most improved train operator for overall customer satisfaction, according to National Passenger Survey results released today (Feb 4).

The result means that 87 per cent of passengers were satisfied with London Midland services - a rise of seven per cent since the Autumn 2008 figures were published this time last year.

The rise means that London Midland has been listed as one of only three train operators to achieve 'significant improvement' by rail watchdog Passenger Focus.

London Midland also registered a nine per cent rise in overall satisfaction since the previous Spring 2009 figures.

Toilet facilities on trains are up 15 per cent and the attitude and helpfulness of train staff has risen by 11 per cent compared to last year.

London Midland passengers have also noted an 11 per cent improvement in sitting and standing room and with the upkeep and repair of trains. Parking facilities have also been judged to have improved by seven per cent.

London Midland managing director Mike Hodson said: “I'm delighted with this improvement and it reflects the hard work our staff are putting in, as well as recognising the effect our new fleet of trains and improvement in punctuality is having.

“We realise there is still a great deal of work to do and the challenge is to build on this excellent result. We're pleased that our passengers are noticing the improvements and will continue to strive for better performance.”

Visit our newsroom website for the latest news, press releases and information about London Midland. You can also create your own account to receive our updates as soon as they are published, straight to your email inbox.  

Since 2007, London Midland has been providing train services to and from London in the south, to Birmingham in the Midlands and Liverpool in the north-west.  Over 60 million passenger journeys a year are made using on the network and London Midland manage 148 stations and operate
over 1,300 services a day.

London Midland is owned by Govia, the partnership between the Go-Ahead Group and Keolis. Govia
is the UK’s busiest rail operator, responsible for nearly 30 per cent of UK passenger rail journeys through its three rail companies, Southern (which includes Gatwick Express services), Southeastern and London Midland.  Further information on Govia is available at

London Midland has won a range of awards, including Best Local Transport Integration, four Rail Business Awards for marketing, public relations and customer information, five Golden Spanner Awards for Engineering, three IOIC awards for internal communication and three Railstaff Awards for Outstanding Customer Service, Lifesaving and Charity Work.

In 2013 London Midland was awarded the Investors in People (IiP) Silver Award and been awarded the 5 Star award by the European Foundation for Quality Management (EFQM) in 2012.

For more information about London Midland please visit the London Midland website or the newsroom website.

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