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Increasing customer satisfaction

Client: Great North Eastern Railway

The Impact


Routes from London


Fleets of trains


Investments in better quality services

One of our first clients was GNER who needed to maintain high levels of customer satisfaction whilst balancing the pressures of cost reduction directives and transitioning of key services. Our team evaluated all customer touch points, mapped the processes and defined Standard Operating Procedures (SOP) putting our client at the forefront of the changing landscape in customer handling. This included customer self-service and a re-direct to digital channels.


As a result our client reduced complexity in their processes which lowered demand for customer contact. Our recommended improvements in customer bookings also helped drive up customer satisfaction whilst reducing operational costs.

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