How Rail Companies Can Improve Customer Satisfaction

Many factors shape customer satisfaction, with some having a greater influence than others. Customers expect rail networks to operate safe, efficient, and easily accessible systems and want train operating companies (TOCs) to deliver affordable and reliable services with minimal disruption.

The importance of customer satisfaction

‘Trust’ is a key influencing factor when customers decide to travel, as illustrated by research conducted by Transport Focus. The ability for customers to be able to trust that the rail industry will look after them, both in normal and perturbated service, is critical to their ability to decide whether to travel or not.

The top drivers of satisfaction include punctuality and reliability, frequency, and the relevant information issued during the journey. These same factors also correspond with why customer dissatisfaction occurs, alongside how train operating companies deal with disruptions.

On that note, it’s important to recognise that disruption is inevitable within the world of transportation, especially when navigating the intricate system of the railway network. That is why partnering with comprehensive ground transport services plays a pivotal role in providing a seamless alternative service for transferring rail customers to their desired destination.

Revenue, ridership loyalty and brand reputation are the critical reasons as to why customer experience matters and should be considered at the forefront when forging the future of the railway network.

Efficient Ground Transport Solutions: Disruption Management

Railway disruption, whether it’s planned or unplanned, sends travel schedules into turmoil, tarnishing the reputations of networks as being ‘unreliable’ and negatively impacting customer satisfaction.

Planned disruption usually entails maintenance, infrastructure improvements, implementing technological advancements and seasonal preparations to ensure the railway is more resilient in the months and years to follow. Although these disruptions are scheduled for off-peak times, such as on the weekends or holidays, it’s proven to be difficult to appease customer frustration with the consistent routine of planned disruption.

The Role of TOCs

Under these circumstances, TOC’S are tasked with ensuring the provision of rail replacement services, utilising buses for shorter journeys or those with frequent stops, and coaches where greater comfort and luggage space can be accommodated for when necessary. Customers with accessibility requirements can be assured that they will be supplied with a vehicle best suited to their needs. Teamwork between railway employees and bus or coach rail replacement coordinators is essential, along with planning the entire end-to-end customer experience across all touchpoints.

Despite the unavoidable inconvenience of extending customers’ travel time and the restriction of onboard catering facilities, these alternative modes of transport should meet the same high standards expected on the rail network. TOC’s that take the time to understand the impact disruptions have on their passengers can make a significant difference by thoughtfully addressing how to minimise the inconvenience and frustration of disrupted journeys. By delivering rail replacement services with the same level of care and attention as their regular services, they can ensure that passengers continue to experience a reliable and seamless journey, authenticating their passion for prioritising customer satisfaction.

Efficient Ground Transport Solutions: Crew Movements

Ground transport services play a vital role in ensuring the railway network runs smoothly. By facilitating crew movement, these services guarantee that they are positioned precisely where they’re needed, exactly when they’re needed. Strategic ground transport services are indispensable, as quickly repositioning and adapting crew members to changing schedules is key to maintaining uninterrupted operations.

This same notion applies to the manoeuvring of crew replacements where staff cannot work due to sickness and shift changes, relying on a steady network of shuttles or buses to relocate crew securely and timely from one station to another.

Although subtle, ground transport aiding crew movements is critical to enhancing service continuity and boasting passengers' satisfaction. These services allow TOCs to quickly respond to interrupted schedules by immediately transferring staff to the desired station, reducing delay times, and resuming normal operations.

CMAC’s New Initiative: The Great British Rail Replacement

Considering all the previous, CMAC has introduced its new rapid response initiative, the Great British Rail Replacement, established to dedicate an entire motive to competently assist in the management of both planned and unplanned railway disruption.

The frontman of this movement is Ian Jeffrey, who has acquired over 20 years of experience within the sector alongside the very established Alex Warner and Shak Akbar.

The "Great British Rail Replacement Prospectus", sets the standards for rail replacement for the future management of disruptions to create a reliable experience for all passengers. By partnering with independent service providers like GBRR, we can contribute towards leading a transformation in rail replacement services, aligning with the modern customers’ needs while ensuring operational resilience and accountability. Through coordinated standards and shared resources, we will collaborate with the Great British Rail and other industry partners to implement a cohesive, effective strategy for managing both anticipated and sudden disruptions across networks.

Why Partner with CMAC?

As we get ready for the approaching Winter, we want TOC's to feel confident that every aspect of their customers' journeys—including the first and last mile, as well as crew movements—will be managed with the utmost care and attention.

Our dedicated rail division is here to provide real-time updates on crew transfers, ensuring they arrive on time, safe, rested, and ready to go. With our compliant and comprehensive network of vehicles, we’re equipped to support your passengers during any unforeseen disruptions, offering on-demand transport to everyone in need.

Available 24/7 throughout the year, leveraging cutting-edge technology to empower journeys by continuously evolving our services to meet and exceed the demands of modern-day travel in parallel to passenger expectations.

Reach out to our team today to discuss how CMAC can support your operations through a triad of trustworthy, innovative and seamless ground transport solutions.