Improving Customer Services

A journey is not only about ensuring punctuality and reliability. It is also about a stress-free and enjoyable experience from buying a ticket to arrival at the final destination. We have conducted extensive research to understand our customers' expectations in relation to their journey, which we describe as a series of touch points.

We are working to improve the journey experience at each of these touch points. A particular focus has been the use of technology to improve communication with our customers and we have a growing number of examples of where this is being successfully achieved.

• First ScotRail has operated JourneyCheck and JourneyAlert (the UK's first integrated train information services) for a number of years. These services enable customers to receive free automatic text and/or email alerts to advise of disruptions and view up-to-date train information online. First ScotRail has now introduced another industry first by delivering rail tickets by SMS text message. Since August 2006 passengers on the Caledonian Sleeper have been able to buy tickets online and receive ticket confirmation by mobile phone. Passengers then show the text message to train staff when they arrive at the station. We are now looking to extend this to other types of ticket.
• First ScotRail has installed new ticket machines across 141 stations providing faster, more efficient ticket purchasing with the added security of Chip and PIN technology. Staff can also offer customers real-time information with the help of P2, a system that provides details on train locations, punctuality and the reasons for delays when they occur.
• First Great Western has introduced cashless parking to more than 60 station car parks across the South and West of England. The innovative RingGo system allows customers to pay for their car parking via their mobile phone with parking sessions charged directly to their credit or debit cards. Other benefits include optional reminders ten minutes before the session expires and the ability to extend a parking session by phoning back from wherever they are.

Through refurbishing and replacing our vehicles we continue to improve customer comfort and convenience. Developments include 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 part of our enduring commitment to the excellence we continuously pursue.

Sub Navigation