Tuesday, 23 November 2010

NXEA Announce Customer Service Investment

In what will be seen by some as a tacit acknowledgement that trains are in a pretty poor state, that customer service often falls short of expectations and to perhaps soften the blow of the significant fare increases that are imminent, NXEA has announced a range of measures to improve things as follows:
  • 20 additional cleaning staff to improve presentation and cleaning on board trains and between journeys 
  • A new cleaning team improving exterior presentation of trains, complementing NXEA’s additional investment of £2m in new carriage washers at Ilford and Orient Way train maintenance depots 
  • An enhanced station cleaning programme for NXEA’s London stations and other key stations 
  • Improvements in communication and engagement with customers led by the recruitment of a new Customer Information Manager and welcome hosts at key stations including, London Liverpool Street, Cambridge, Colchester, Ely, Ipswich, Norwich and Witham 
  • Provision of free weekend travel for partners of NXEA annual season-ticket holders 
  • Production of a new Commuter News publication for season-ticket holders and enhanced at-seat breakfast service for First Class customers on the 07.10 and 07.40 Intercity services from Norwich 
  • Senior Citizens 2-for-1 travel offer on Wednesdays in the New Year
The ERUF will continue to press for the reinstatement of the texting service that is seen by many as key to improving customer communications.

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