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Customer engagement

QuEST for Success Awards

Our Customer Cabinets for Great Northern/ Thameslink and Southern/ Gatwick Express sponsored the QuEST for Success awards in May. These awards recognise our station, train and behind-the-scenes teams who regularly go above and beyond expectations to deliver exceptional performance in our QuEST (service quality) audits

The winners:

  • Rising Star Station – Hatfield and Haywards Heath
  • Community – Cricklewood and Uckfield 
  • Behind the Scenes – Sandra Caprio and Andy Leister and teams
  • Biggest On Board contribution – Karl Watson, Contracts Manager,Train Presentation
  • Shining Star depot – Bedford and Gatwick Express Train Presentation teams
  • Shining Star Small/Medium Station – Ravensbourne and Polegate
  • Shining Star Large Station – Bedford and Lewes

The awards were based on QuEST performance in 2016 with judges going out to the shortlisted locations to get a feel for the work that had gone into each teams ‘QuEST for Success.’ Due to the large number of awards handed out two events were held, one in Luton for Great Northern and Thameslink and one in Lewes for Southern and Gatwick Express. Each winning team won a cash prize for themselves and further funds to deliver an initiative of their choice to benefit customers.

The award events were really popular with station, train staff and support teams, and gave everyone the chance to speak to members of the Executive team. A Customer Cabinet member attended each event to say how much they appreciated the work station and train teams put in day in, day out to deliver excellence for customers.

Meet the Manager

Our Meet the Manager events offer passengers and our on-station teams a regular chance to talk face-to-face with a wide range of our managers about our service. The events alternate between our main London stations and take place every four weeks, from 07:30 – 09:30, when we have found most passengers can stop and talk to us.

Working with transport focus

GTR and independent passenger watchdog Transport Focus are working together to better understand the improvements that can be made in the provision of information, especially during periods of disruption. “Utilising joint surveys to aid work with the customer cabinet will give insight into what will make the greatest difference and help form the programme of works going forward,” said Tracy Hall, Head of Customer Information at GTR. Understanding how customers want to receive information about the journeys they are making is just one of the important areas being investigated.