More than three quarters of Northern customers think customer service is an important part of their rail journey.

Northern, part of the Arriva group, is today launching a new programme to improve customer service by encouraging customers to share their ideas on what makes great customer service.

The programme has been launched following a new survey by Transport Focus, the independent transport user watchdog, which found that 76 per cent of Northern customers think customer service on stations and on trains is an important part of their rail journey.

Alex Hynes, Managing Director, Northern said:

“We want our customers to experience a consistently high quality service from the moment they search for a ticket, to the moment they reach their end destination. Today we are launching a new commitment to our customers; a promise that their views and insight will help us deliver a better rail service for them.

“We have begun our programme to modernise rail travel by 2020 and keeping customers involved is a vital part of this process. That is why we are asking customers to join us at one of our workshops in the New Year to tell us what great customer service means to them.”

Northern’s feedback workshops come 12 months after it was awarded the new rail franchise which serves stations across the North of England, and nine months since the rail operator launched its modernisation programme, a commitment to improving rail travel by 2020.

Customers at Manchester Victoria, Blackpool North, Hartlepool and Harrogate stations are being encouraged to record messages in a customised pop-up video booth describing their best experiences of customer service.

From today, Northern is also inviting customers to register to take part in feedback workshops, which will shape its Customer Service Promises and the customer service training provided to employees. The company is creating an online space for customers to provide ideas and insight as well as a bi-annual face-to-face panel which customers can join to provide feedback on the company’s plans.

The four workshops will be held in early 2017 in Leeds, Manchester, Preston and Newcastle. Customers can register on the Northern website to take part and will receive further information in the next few weeks.