- Colin | Creative Director
- Andrew | Account Director
- Toyosi | Account Executive
GTR operates 4 key train services which serve London from over 200 stations. Their staff are essential to maintaining and improving critical service scores, so they needed to better engage with their teams to motivate them to play their part.
What did we find that was extraordinary? Challenged with improving their station and on-board performance, employees lacked awareness of the NRPS survey and the ways in which they could improve the scores that customers provided.
How we extracted the extraordinary
Station staff are best placed to see where improvements can be made and the on-board teams can provide information on their services in order to make immediate changes. However, their lack of understanding around the NRPS survey limited their effectiveness. We developed communications to highlight how on-board teams can provide information to passengers in an engaging way, as well as providing the station teams with key targets and ways to make suggestions on ways to make improvements. Rolled out across major stations on the network, this employee engagement campaign has helped GTR staff to take more ownership and play a greater part in improving customer experience.