Date: 29 Sep 2008 14:08
Chiltern Railways won the best use of technology in Customer Service for Tickets by Text at last Tuesday’s National Customer Service Awards.
In picking up the award, Chiltern beat off stiff competition from Butlins Skyline, Contact Leeds and the Highways Agency.
This award recognises the development of technology which has directly improved customer service delivery and the adoption of the technology throughout the customer experience. Chiltern Railways passengers book their ticket online and then receive the ticket in the form of a barcode send by SMS to their mobile phone. The barcode is then scanned either on the train by staff using hand held scanners, or at the ticket gates. Customer service back up is also give by email or mobile phone by the marketing and customer service teams.
Jenny Payne, Head of Customer Services said: “Chiltern were the first to introduce tickets by mobile phone, and since then we have worked with both staff and passengers to develop the best possible service using such innovative technology. This award is a testament to the work we are all doing to keep our passengers satisfied with the service.”
“The service is so successful that 98% of passengers would recommend text ticketing to a friend compared with a National 70% satisfaction rate for ticket purchase (National Passenger Survey). So, we are really pleased that this is being recognised at such a prestigious awards ceremony.”
Chiltern Railways, together with YourRail, have been supplying British rail passengers with tickets delivered to their mobile phones since January 2007.
Neil Atkins, “Head of Business Development at YourRail said: “We are very pleased to be working with Chiltern Railways on such a technological innovation for the rail industry.
“And, to be recognised at this awards ceremony, which highlights the importance of the very best customer service in today’s business climate, shows that we are not only innovating, but that we are also giving the customer what they want.”
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