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GNER 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.
9 routes from London
8 fleets of trains
£125m investment in better quality services
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