SOUTH Western Railway (SWR) has been recognised for achieving the national standard in customer service.
Every aspect of SWR’s customer facing departments underwent 18 months of rigorous examination before being awarded the ‘Putting the Customer First’ accreditation by Customer First UK.
Over 250 colleagues were surveyed or interviewed by Customer First assessors, who visited the train company’s operations facilities in Basingstoke and conducted numerous secret shopper visits at some of the busiest stations on its network, including London Waterloo, Clapham Junction, Basingstoke and Southampton Central, to get a first-hand experience of being a SWR customer.
Christian Neill, South Western Railway’s Deputy Customer Experience Director, said: “We’re delighted to have been awarded the Putting the Customer First accreditation as it recognises how we’re putting the customer experience at the centre of everything we do.
“Government lockdown restrictions mean many customers are not currently using our services, but this doesn’t mean we’re resting on our laurels. We’re doing all we can to deliver a great experience for customers at every part of their journey in preparation for when they return in better times.”