Improving the customer experience at SWR

train4change has just completed the first phase of a new Customer Experience development programme for South Western Railway (SWR) who have held this new franchise for just under a year. So far t4c has undertaken a period of research across the organisation.

Because all of our learning programmes are bespoke, this research phase is an essential element of our preparation. As well as helping us to complete a training needs analysis, research enables us to:

We are currently sharing our findings with South Western Railway and planning the next stage which will involve designing the learning solution and creating the delegate experience map.




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