After East Midlands Railway (EMR), working with its partner VINCI Facilities, implemented additional cleaning measures this summer on the Poacher Line from Grantham to Skegness, there has been a steep rise in customer satisfaction reported by the line's passengers.
Among the steps taken to increase cleaning was to carry out regular deep cleaning of stations and carriages. After the level of cleaning was increased, there was a large jump in the number of customers providing positive feedback. Based on over 1,200 customer responses, the overall satisfaction with cleanliness was an average of 98%, whilst satisfaction with the cleanliness of toilets also increased 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.”
EMR should keep the Class 222 Meridians that would be useful for the Poacher Line.