Transforming Customer Experience Globally

CCL in the Rail Industry

In 2004/5 CCL was invited to work with South West Trains (SWT) and Network Rail to improve the way SWT managed delays. CCL used its customer management know how to develop a complete methodology to improve the way Train Operating Companies (TOC’s) look after their customers and manage delays. We have since worked with 10 of the UK TOC’s and Simon Rustom, our MD was invited to sit on the ORR’s Consumer Panel for 3 years.

The services we now provide for TOCs include:

  • Improving NRPS scores
  • Improving customer experience
  • Improving culture and processes in Control
  • Social Media Strategy and Guidelines
  • Improving Contact Centres
  • Improving management of delays
  • Driver Training related to customer experience and making announcements

Clients have included:

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greater anglia
arriva
northern
southern
southeastern
network rail

Results:

Heathrow Express
(43% – 65%, QSM), plus highest ever NPS overall score of 94%

GNER / East Coast
(51% – 62%, CCL & Winder Phillips)

South West Trains
(29% – 45% How we Deal with Delays), plus Rail Operator of the Year, plus new Franchise

London Midland – Northampton Line
(62% – 89% NPS, Overall Satisfaction for Route)

First Great Western
(33% – 48%, How we Deal with Delays)

how can we help you?

Contact Customer Consulting or submit a business enquiry online.

I really appreciate what CCL has brought to the party….CCL were excellent at project management and implementation. I have already recommended CCL, and would again to other organisations.

Civil Aviation Authority
Andrew Haines
Chief Executive, Civil Aviation Authority

……delivering the experience