Making rail a great experience

Creating a life-enhancing railway experience for all who use it.

The railway can do so much more than just get people (and freight) from A to B: it can be a life-enhancing experience too. Customers’ experience and satisfaction comes from punctuality and reliability, as well as: interaction with staff; the appearance, accessibility and functionality of train stations; and the integration of the railway with local communities. We have a sustained responsibility to improve our public-facing infrastructure and customer services to accommodate the changing needs of a wider demographic, and a larger volume, of passengers. Work to make rail a great experience has the potential to increase the appeal of the railway by providing a positive journey for all, according to all needs and without discrimination.

Why is making rail a great experience important to Network Rail?

What is Network Rail’s approach to making rail a great experience?

Network Rail is constantly working to improve the customer experience, from making improvements to stations for disability access to identifying opportunities for pop-up gigs and libraries at local stations to encourage footfall and engagement with the network. Alongside this, Network Rail is actively seeking to understand customer experiences of the railway through surveys, local engagement and feedback, helping to build proactive solutions that address current and anticipated challenges into development plans.

In addition, Network Rail supports the industry’s Community Rail strategy which fosters a culture of pride and collaboration around local railways. Consistent monitoring of customer experience and feedback will inform the implementation of strategies, technology and training to address issues hindering the railway from being a great experience.

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