You may recently have seen a request on our website asking you to participate in a customer satisfaction survey. This survey asked over 2000 users of the website about their reaction to the re-design and their opinions on proposed enhancements.
Firstly, thank you so much if you participated! We find this kind of research invaluable in shaping how we take the website forward. The research has shown that speed of the website is the biggest concern. The good news is that my team is undertaking a programme of work to resolve this. The first batch of improvements is due next week (22nd September) assuming testing goes to plan. The team tells me that so far results have shown good improvements in speed especially for those using the Internet Explorer version 6 browser – and it’s those customers who have been most affected.
We’re also making some other changes to the homepage and journey planner as a result of your feedback through these surveys – it’s been reported that some have found the station information difficult to find – so we’re making that more obvious. In the meantime you can search for the station you need here. We’ve also made changes to the homepage to advertise our Facebook page and Twitter accounts which are helping us to get information out to passengers when it’s needed.