As part of our plan to continually improve our services, we’re always seeking feedback; whether that be what we’re doing well, or ideas for how we could improve. We do this through multiple channels; including reviewing correspondence received via our Customer Relations department, as well as messages & comments sent via social media, concerns raised with our frontline teams, and last but by no means least through our Customer Panel.
Our Customer Panel is a group of customers, who represent a broad selection of the sorts of people who travel with us. Some are regular commuters, some are infrequent day-trippers; some younger & some older, and all from a variety of backgrounds. The panel undertake surveys, and participate in focus groups as well as other activities to make sure we’re delivering a service that’s right for everyone. Anyone can join the Customer Panel – click here to find out more.
We act on all feedback received in order to improve our services, and below are a few examples of how your feedback has helped us improve in key areas:
- Provision of information on board: Our information and planning teams are using a new system, which gives customers earlier access to the most up-to-date and timely information.
- At stations: We’ve worked with Network Rail to trial a new earlier boarding of our London – Birmingham services, where you are now able to board the service as soon as the previous service has departed. Full details can be found here.
- Safety and Security: We have introduced a team of Rail Security Officers to work alongside our Revenue Protection Staff to deter anti-social behaviour. Furthermore, we have improved our plans for crowding at stations to enable better passenger understanding and safety.
- Awareness of delay repay process: We have introduced a new, simpler
, - On train team visibility: We’re investing in our Senior Conductor teams and the retail equipment they use make it easier for them spend more time engaging with customers onboard our trains.
- Help Points: We have now installed brand new help points at 94 of our stations. Not only are these help points easier to use, but they also have a live touch screen which can access train times, local maps and journey planning information.
We’re always looking for new people to join our Customer Panel – to help make a positive contribution to your service and to help us meet the needs of the communities we serve. To find out more – click here.