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East Midlands Trains get to know their passengers

In order to improve its services, increase customer engagement and grow revenue, East Midlands Trains (EMT) needed to better understand its passengers.

Through the help of Passenger Connect, EMT was able to gain invaluable customer insights by engaging in two-way conversation. With a direct channel of communication between operator and passenger, EMT was able to conduct targeted, personalised customer research through Messenger.

By automatically aligning responses to customer behaviour, network performance and environmental inputs – EMT was able to create a hugely scalable and detailed insight into passenger needs.

Two-way conversation

Multi-channel research approach

East Midlands Trains is a British train operating company that provided train services in the East Midlands and parts of Yorkshire.

Transport mode