Improving customer service
We are always exploring ways to improve customer service. A journey is not only about ensuring punctuality and reliability; it is also about a stress-free and enjoyable experience, from booking or buying a ticket through to departure from a station and arrival at the destination.
In recent years we have focused particularly on improving our communication with customers, especially with regard to disruptions and delays. We have also extended ticket purchasing options and improved the quality of the journey experience.
Communicating with our customers
We continue to invest in technology that will help us communicate with our customers more effectively. All our train operating companies offer integrated train information services, allowing customers to view up-to-date train information online and receive free automatic text and/or email alerts to advise of disruptions.
First Great Western customers can also receive train service bulletins advising them of reduced catering services or trains with less carriages than planned. Up-to-date train information can also be accessed by phone through the Train Tracker service which uses voice recognition to link to live arrivals and departures boards at stations. First Capital Connect operates the Travelcheck service through which current train running information and planned engineering works can be accessed seven days a week, 24 hours per day by calling a dedicated number.
Ticket purchasing and payment
We continue to extend the options for ticket purchasing to suit different customers’ needs. Developments include online ticket purchase and installation of new ticket machines.
Last year First Great Western introduced RingGo, a cashless parking system. This has proved popular with more than 30% of rail customers using their phone to pay for parking at larger stations. In total around 100,000 customers now use the system, which due to its success is no longer subject to a convenience charge.
Improving the journey experience
Through refurbishing and replacing our trains we continue to improve customer comfort and convenience. This includes more comfortable seating, provision of plug-in points for laptops and mobiles, on-board CCTV and better access for the disabled. We have also been working closely with our catering suppliers to improve on-board catering. Improving customer service is integral to our ongoing commitment to excellence and we will continue to seek ways to achieve this.
First Hull Trains introduces Carrymyluggage
First Hull Trains has launched an innovative new service for passengers with large amounts of luggage. In a new venture with Carrymyluggage, both business and leisure passengers can have their luggage collected from their home or office the day before departure and delivered to their destination ready for their arrival.
Improving customer service at First Capital Connect
First Capital Connect operates a Service Quality Management System (SQMS) developed in partnership with Datasys to continuously monitor levels of customer service. Every station and train is assessed every eight weeks. Results are recorded using PDAs and fails are emailed to the relevant department for actioning. The company was highly commended for this system in the Small Scale Innovation category in the Rail Forum Innovation Awards.
Improving catering at First Great Western
First Great Western’s chefs have received face-to-face training sessions from a top celebrity chef in an initiative to improve catering services on their trains. Restaurateur and celebrity chef Brian Turner shared his culinary skills with First Great Western's on-board chefs as they prepared dishes from the new brasserie-style range which now forms part of the new-look menu.
"Working with the First Great Western chefs has excited me," says Brian. "It is an opportunity for me to help them provide 'real food' for people on the go.”
First TransPennine Express receives national Award for Excellence
At this year’s Chartered Institute of Logistics and Transport Annual Awards for Excellence First TransPennine Express were presented with the Passenger Transport Award for “outstanding achievements in the transport of passengers by road, rail, water or air.” The award recognised the company’s achievements in operational effectiveness, customer service and policy development as well as environmental sensitivity.