Media centre

Friday 7 May 2004

BIRMINGHAM NEW STREET SCOOPS CUSTOMER CARE AWARD

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Network Rail in the Midlands is celebrating after Birmingham New Street Station scooped first prize for ‘Station of the Year’ at the prestigious ‘First Awards 2004’. The awards were held on Thursday 29 April at Regents College in London. Over 250 delegates from across the rail industry attended the awards, organised by Network Rail, to acknowledge and reward outstanding customer service amongst its station staff and service partners. The results are assessed over the course of a year and are based on a number of criteria including: - more - New Street – 2 · Mystery shopper audit, used to measure and quantify service provision and facilities · Mobility assistance · Complaint handling and resolution · Meet the Manager Initiative – providing an open forum for station customers to raise any issues with the station manager and the management teams of the train operating companies · Station cleanliness Birmingham New Street Station came out top having been judged against 17 other major stations across the UK and pipped Manchester Piccadilly and Leeds Station to the No 1 position. Birmingham New Street Station Manager, Brian Dalby, a 20-year veteran of the rail industry, was there to collect the award he said, “Stations colour the experience of every rail traveller, forming a vital part of every journey and so customer service is hugely important to us. “We are lucky to have such a hard working and dedicated team at New Street, who consistently strive to put the needs of our customers first. This accolade has only been made possible by our strong working relationship with our industry partners at Central Trains and Virgin Trains, as well as Pall Mall who are responsible for the domestic up-keep of the station. A big thank you to everyone.”