Proud Salopian
Member
http://www.wrexhamandshropshire.co.uk/news-item.php?id=110
22nd June 2010
Wrexham & Shropshire continues to set industry standard
Wrexham & Shropshire has proved its customer service can't be beaten after scoring the highest rating for customer satisfaction - 99% - for the third time running, in a survey carried out by Passenger Focus, the independent rail watchdog.
Last year, Wrexham & Shropshire proved to the industry that quality customer service could be delivered at prices that don't break the bank after beating other operators to the top with a 97% customer satisfaction rating in the National Passenger Survey. In February this year the company beat its previous rating to score a record breaking 98%. However, today's result is the highest figure recorded for customer satisfaction across the rail industry since the survey began in 1999.
Andy Hamilton, Managing Director said: "Since launching services in spring 2008 we have set out to provide the best customer service to be found on the UK rail network, knowing that as an Open Access operator our success and even our survival depends on being able to entice people out of their cars onto our trains. Today's results demonstrate what can be achieved and set a challenge to our colleagues in the industry to live up to. After February's results I said we wanted to make our 98% into 99%, and we have. However, we would not have got where we are today without listening to our passengers and finding innovative ways to meet their needs. Today's result is a real honour and our staff should be proud of what they have achieved. The ongoing challenge is to continue to improve the areas that we and our passengers know we can do better."
Wrexham & Shropshire has championed low fares and introduced a series of innovations to help the company to break away from the industry norm. From introducing tickets by text message to freshly cooked locally-sourced food on every single train, Wrexham & Shropshire has set a new standard for rail travel.
The company is also the only rail operator to have abolished unpopular peak fares; it recently introduced a first class flat fare which means passengers can travel from any station along the route to London for £120, regardless of the time or day. Passengers can buy their ticket on board at no extra cost and have the option of receiving tickets by text message if they book online.
22nd June 2010
Wrexham & Shropshire continues to set industry standard
Wrexham & Shropshire has proved its customer service can't be beaten after scoring the highest rating for customer satisfaction - 99% - for the third time running, in a survey carried out by Passenger Focus, the independent rail watchdog.
Last year, Wrexham & Shropshire proved to the industry that quality customer service could be delivered at prices that don't break the bank after beating other operators to the top with a 97% customer satisfaction rating in the National Passenger Survey. In February this year the company beat its previous rating to score a record breaking 98%. However, today's result is the highest figure recorded for customer satisfaction across the rail industry since the survey began in 1999.
Andy Hamilton, Managing Director said: "Since launching services in spring 2008 we have set out to provide the best customer service to be found on the UK rail network, knowing that as an Open Access operator our success and even our survival depends on being able to entice people out of their cars onto our trains. Today's results demonstrate what can be achieved and set a challenge to our colleagues in the industry to live up to. After February's results I said we wanted to make our 98% into 99%, and we have. However, we would not have got where we are today without listening to our passengers and finding innovative ways to meet their needs. Today's result is a real honour and our staff should be proud of what they have achieved. The ongoing challenge is to continue to improve the areas that we and our passengers know we can do better."
Wrexham & Shropshire has championed low fares and introduced a series of innovations to help the company to break away from the industry norm. From introducing tickets by text message to freshly cooked locally-sourced food on every single train, Wrexham & Shropshire has set a new standard for rail travel.
The company is also the only rail operator to have abolished unpopular peak fares; it recently introduced a first class flat fare which means passengers can travel from any station along the route to London for £120, regardless of the time or day. Passengers can buy their ticket on board at no extra cost and have the option of receiving tickets by text message if they book online.