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Wednesday 22 Aug 2018

Record leap in passenger satisfaction at Britain’s second busiest station as Network Rail and train operators come together as ‘Team Victoria’

Region & Route:

| Southern

Passenger satisfaction at London Victoria – Britain’s second busiest station with almost 80 million passenger journeys a year – has soared by 13% in just 12 months thanks to a new initiative.

In a first for Britain’s rail industry, Network Rail staff, along with employees at train operators Southeastern, Southern and Gatwick Express, have ditched their individual company uniforms in favour of a new Team Victoria outfit, featuring the station’s iconic logo of Queen Victoria in silhouette.

It’s not just a cosmetic change as staff are now trained to assist every passenger regardless of the service they’re using. This means passengers no longer need to seek out – or be pointed towards – specific staff to help with their particular issue or query and provides a better level of customer service.

 

Other improvements include new customer information pods on the concourse, extra customer information screens, improved public-address systems, clearer wayfinding and signage, more seats and improved mobility assistance for people who find getting around the station difficult.

Before the ‘one team, one look’ approach and other improvements, London Victoria had the lowest customer satisfaction scores of any major station in the country with only 67 per cent of station users satisfied with the station and the customer service provided.  That score has jumped to 80 per cent, meaning four out of five passengers are now satisfied with their experience at the station.

Darren Williams, Network Rail’s station manager at London Victoria, said: “The new uniform is a real hit with staff and passengers and sends a clear message that everyone working here is part of one team. I’m really pleased that the other improvements we’ve put in place in the last year – like more seats and new customer information pods – have made a big difference for our passengers and we’re working hard to improve things even more in the months ahead.”

David Wornham, Passenger Services Director for Southeastern, added: “Working together for all passengers, regardless of the service they are using, London Victoria’s station staff are part of one team.

“It’s great that passengers using Victoria really like the new uniform, and it’s been much appreciated by Southeastern’s staff, allowing them to work much more closely with other train companies and Network Rail and bringing a new, more professional look to everyone who works at the station.”

The National Rail Passenger Survey (NRPS) satisfaction rating was based on all aspects of the station’s performance, including provision of train information, connections to other transport links, cleanliness, upkeep and repair of buildings and choice of shops, eating and drinking facilities. The survey is conducted twice a year by independent watchdog Transport Focus.

The 13 per cent increase in satisfaction at London Victoria is the biggest jump by any station which has not undergone a major redevelopment or upgrade.