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East Midlands Trains Case Study

Richard Shakespeare on a site visit to Nottingham Station

The Client:

East midlands trains are part of the Stagecoach Group and run long distance rail services from London to Yorkshire, the midlands and the north west. For 4 years East Midlands Trains has been the most punctual long distance train operating company.

The Challenge:

Our team has enjoyed a fantastic working relationship with East Midlands Trains for the past two years.  Our work began with a series of mystery visits across the East Midlands Trains network visiting stations such as London St Pancras International,Derby, Sheffield,Norwhich,Crewe and Nottingham.

Upon completion of the mystery visits our team spent several days in the contact centre and offices in Derby conducting a training needs analysis to highlight areas where we could add further value to the awareness training already undertaken by East Midlands Trains.

We have also been involved in providing consultancy services and advice to East Midlands Trains in respect of the multimillion pound re devlopment of Nottingham train station, this included several site visits and meetings with contractors.

A few words from Richard:

Over the past few years I and my team have been fortunate enough to gain a real insight into the rail industry and to work with several of the leading train operating companies.  From our first meeting with East Midlands Trains it was very clear how much emphasis they put on providing the highest standard of service to all passengers including those with a disability.

We have been able to gain a real understanding of the approach taken by East Midlands Trains because we have worked alongside senior management and customer facing staff in several of the locations from which they operate.  Our work began by visiting Nottingham station during the large scale re development which was completed in 2014.

A few Words from the client:

Richard has supported and provided detailed advice regarding the redevelopment at Nottingham Station.

Our first visit was a behind the scenes, hard hat tour, where we invited Richard to roam the station and find any potential hazards. We then followed this up with a second visit once the station was open to follow up on his points and also see if there were any additional areas for consideration.

Richard has the ability to think of every potential situation based upon many different scenarios, so left us with plenty to think of! We are now using his recommendations to make Nottingham Station an accessible station for all of passengers.

Donna Adams - Business Development Manager. East Midlands Trains.