ARE YOU REALLY BEING SERVED...?
There have been unprecedented levels of capital investment in upgrading, enhancing and in some cases building new infrastructure, along with the doubling of annual railway passenger journeys since 1997. A further 3% growth for 2018/19 has just been reported, so the demand on our railways keeps growing.
Privately-managed franchises providing customer service on a state-owned network, with sustainability in place through electrification on some main routes and readily achievable elsewhere, along with high-speed connectivity based and exemplary safety – what an opportunity!
Yet, it’s a sector where far too many customers regularly receive an unsatisfactory experience. There seems to be no effective regulation that ensures customer service through meaningful measures. Poor engagement and indifference with passengers too often creates a negative customer experience of ‘the railway’.
Such problems are reflected in the evidence gathered as part of the Rail Review the Government asked former BA chairman Keith Williams to undertake:
“The railway is simply unreliable, especially for time-critical journeys. Passenger frustration was particularly acute about events which are seen to be in the operators’ control, for example, the failure of staff to show up for work. Add into this, a perception of high fares plus a complex rail fares system and passengers feel that they are not getting value for money or even being offered the best value fare. Its small wonder that passengers can think so negatively about train travel.”
KEITH WILLIAMS
Most passengers don’t have the deep level of understanding about railways those who work in the industry or indeed readers of The RM may have. For those with railway knowledge, it is too easy to write off a whole range of service failures because they are minor, and because you and I know the reason for it. To appreciate this, it’s helpful to go outside the world of the railway for a moment.
Imagine yourself at a supermarket. The car park is often full, and you can’t get parked, there aren’t enough trolleys, there are gaps on the shelves where you are expected to find branded items. Other items don’t appear to be priced or have a price on the shelves that is different from what the checkouts show. Then, there are no bags to put your groceries in. Would you keep shopping at this place, and would the supermarket just let this slide? If they did, they’d go out of business.
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