Customer service colleagues scoop National Rail Award for excellence

The pilot was praised for delivering increased customer satisfaction and a better passenger experience.

Diane Burke, Commercial Director said, "This is really fantastic news. We wanted to deliver a better customer experience, especially at times when things go wrong. Focusing on two of our busiest stations: London Cannon Street in the heart of the City, and London Charing Cross in the West End, we recruited a specialist team of Ambassadors – customer service champions, dedicated to helping passengers when and where they needed us most.

"Our Ambassadors proactively seek out and engage with passengers, allowing the station staff to focus on delivering the Right Time railway. We have mystery shopping results which show that customer satisfaction at these two major stations has increased from 50% and 80% respectively to over 90%. The project was so successful we’re looking to roll it out at other locations."