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London Midland named ‘most improved’ for customer service

Press Release   •   Feb 16, 2017 07:00 GMT

London Midland named ‘most improved’ for customer service

Train operator, London Midland, is named the ‘most improved organisation’ in the latest UK Customer Satisfaction Index (UKCSI).

Out of the 244 organisations surveyed, London Midland increased its score by 9.3 points from 68.1 to 77.4 during 2016. Key areas of improvement listed by the report were complaints handling and getting things right first time.

The UKCSI is now in its ninth year and surveys 10,000 consumers to gauge customer service provision in the UK business landscape.

Positive findings by the Institute of Customer Service reflect London Midland’s philosophy of making travel simpler and easier for its passengers. The company calls this approach Travel Made Simple.

Richard Brooks, commercial director at London Midland, said: “Being named the most improved UK organisation for customer service is a significant accolade for London Midland. Most important this is further evidence that our customers are getting a better service.

“The UKCSI cites ‘making experiences easier’ as the number one driver for improving customer satisfaction. This has formed the basis for much of our recent activity and we have increased Sunday morning and late night services on key routes, provided additional ticket buying facilities and reduced crime and antisocial behaviour across our network.”

Being named the UK’s most improved organisation for customer service comes just two weeks after London Midland received two awards from the Institute of Rail Operators for being the country’s most improved train company. In the same month Transport Focus reported that London Midland had held its customer satisfaction rating at 85% when average overall satisfaction for the rail industry had fallen to 81%. This week the train company also received the top ‘Gold’ rating from Investors in People.

London Midland’s Travel Made Simple includes an investment of £15m in strategic initiatives to improve services and make travel as simple as possible.

A copy of the UKCSI can be downloaded here.


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 70 million passenger journeys a year are made using on the network and London Midland manages  150 stations and operates  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, GTR (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, five 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 2017 London Midland was awarded the Investors in People (IiP) Gold Award and was awarded the 5 Star award by the European Foundation for Quality Management (EFQM) in 2014.

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

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