Changing culture, launching brand behaviours at Greater Anglia

t4c worked with Abellio, who manage the Greater Anglia rail franchise to secure the franchise bid, and then to implement a cultural change programme launching the Abellio way of working.

Customer Service Director, Andrew Goodrum, tells the story:

“Greater Anglia has worked in partnership with train4change to deliver a customer service development programme since February 2012. Over 2000 front line staff, managers and directors have completed the programme.

The programme has met all of the Key Performance Indicators agreed at the start of the initiative, particularly those which influence and drive improvements in NPS results, employee engagement and service quality results.

A critical commitment for the programme was to enable staff and managers who were directly involved to deliver a world class customer experience over the London Olympics and summer of cultural activities. This was completed to budget, and delivered excellent customer feedback over this time. The programme has been reviewed frequently since then and adapted whenever we have wanted to reflect a current business challenge.

I have found train4change easy to do business with, responsive, adaptable, consistent, demonstrating integrity and quality in everything they undertake. Their quality assurance process is second to none, which ensures each activity is as fresh and as powerfully effective as the very first time it is delivered. Their programme data collection and analysis has enabled the business to continue to be responsive and to influence our ongoing strategy.

The added value of working with train4change is that we have a business partner who has our interests and the interests of our customers at heart, focussed in delivering excellent value and maximum return on our investment. I would have no hesitation in recommending train4change in the future”