Wow, what a busy couple of months we’ve had. Lots to update you on:
- Updates to the website
- Our response to the latest Which report
- NRE are award winners!
So far this year we have released an update to the website – this includes further enhancements as part of our Speed Programme which continues to address some of the issues brought up by you since the redesign launched.
You may have seen National Rail Enquiries in the news recently following the publication of a report by Which that had asked some questions of our contact centres and also rail staff in ticket offices. We believe that the report is seriously misleading and misrepresentative. Asking 75 questions on obscure scenarios cannot come close to giving a representative view of the 250 million enquiries that are made to us every year. The researchers haven’t actually asked for the cheapest ticket in all the scenarios and even where they have done, they have explicitly excluded the cheapest fares.
Finally, I am very proud that we were judged Rail Business of the Year a few weeks ago at the Rail Business Awards, as well as winning the Supplier Excellence category. We entered our Real Time Journey Planning systems – a world first which is delivering real benefits to you the travelling public.
It’s an honour to win the Rail Business of the Year award. We have a fantastic team that works tirelessly to provide millions of people with helpful, relevant and up-to-date information 24 hours a day, seven days a week.
But we’re not complacent. The challenge now will be to continue to adapt and to ensure that we are able to provide passengers and the rest of the sector with the service that they expect and deserve. The way that people access information is changing rapidly, in particular as smartphones become more and more commonplace. Just like any other business, we will need to continue evolving so that we can keep pace with customers’ changing expectations.
You can read more about the awards and who won what on the Rail Professional website here.
Categories: National Rail Enquiries