Call: * northernrailway.co.uk/comments Customer Experience Centre Freepost NORTHERN RAILWAY Customer

Transcription

1 Our Customer Report April 2017

2 Welcome! This is our second full Customer Report, sharing our progress so far to improve your rail experience, together with our performance results between 18 September 2016 and 31 March This report includes our plans to September 2017 and other benefits for customers over the life of this franchise to April If you are interested in more statistics, you can find regular updates on our new customer data portal at We hope this update gives you a good overview of our progress and future plans. Pages 4-5 A message from the Managing Director Pages How we are performing Delivering new services Investing in trains Transforming stations Pages 6-15 Our vision for your railway Improving your experience Communities and Innovation

3 We are modernising We have begun our programme to modernise rail travel by 2020 and are making good progress since we first reported in October Refurbished trains have started to make their way onto the network. More will arrive over the next few months, with refreshed interiors and a new Northern train livery. The refurbished trains will give our customers a much better on-board experience, with more spacious carriages, better seating and improved lighting. We have also targeted how we can improve our customer service to better meet the expectations of the people who travel with us. Our We are Listening initiative brought together customers from across the north of England to share their travel experiences and talk about what great customer service means to them. Customers fed back to us through on-station video booths, research and four customer workshops. It s a great start and the feedback will help us shape our Customer Service Promises. We will continue to keep in touch via our Customer Digital Forum, which customers are welcome to join via our website at northernrailway.co.uk Since last October we have introduced ticket gates at five more stations. We are working on designs for our new facilities as part of our Better Stations programme. Trials of the proposed facilities, including seating, customer information screens and new waiting shelters, will take place at five stations very shortly (Adlington in Lancashire, Cattal, Cramlington, Ravensthorpe and Moston). We would welcome your feedback through surveys at the stations, social media and on our website. To help you feel safer when you travel with us, we have added Eyewatch to the Northern app. This is an easy and discreet way to report any non-urgent suspicious or disruptive behaviour on trains or at stations. Of course, you can also continue to text British Transport Police on or speak to a Northern Travel Safe Officer. We are delighted to have built a relationship with Enhance the UK that will raise employee awareness about disability. By embarking on this relationship, we are listening to people who sometimes do not find the railway as inclusive as we would like it to be. We continue to work hard to meet our promises and remain focused on our modernisation. Keeping you involved is a vital part of this and may I encourage you to join our Customer Digital Forum on the northernrailway. co.uk website, so that you can have your say in our ongoing modernisation of your railway. Alan Chaplin Managing Director, Northern Proud to be... 5

4 Investing in trains: What we ve done so far Our programme of train refurbishment is underway, you ll start to see more of these trains as you travel with us in the next few months. What s to come before the next report... NEWLY RE-PAINTED TRAINS WITH NEW SEAT COVERS AND CARPETS You ll be travelling on more newly re-painted trains with new seat covers and carpets, and an overall better environment. What else you can look forward to in the next few years... Brand new, state-of-the-art trains with speeds of up to 100 mph. Our first new train is now in production we ll keep you up to date with its progress. The new trains are due to come into service in late Significant investment to transform rail travel in the north of England including 281 brand new, fully air-conditioned carriages within three years. Refurbishment of existing trains over the next three years to bring all carriages up to a consistently good standard. All Pacer trains removed from the franchise by the end of

5 Delivering new services: What else you can look forward to in the next few years... NORTHERN CONNECT, A NETWORK OF 12 ENHANCED, LONG DISTANCE ROUTES Liverpool Barrow Blackpool Windermere Carlisle Preston Wigan Lancaster Chorley Bolton Blackburn Salford Manchester Halifax Rochdale Bradford Improvements to the timetable, more trains and quality of all our 57 routes through our four-year upgrade plan. A new timetable which will provide 100 new, direct connection journey opportunities across large towns and cities in the north of England. More than 2,000 extra services a week, including earlier and later trains and 400 extra services on Sundays, an increase of 12%. A 37% increase in peak time capacity with longer and more frequent trains. Gateshead Metrocentre Harrogate Huddersfield Leeds Barnsley Newcastle Wakefield Middlesbrough York Doncaster Scarborough Hull Northern Connect, a network of 12 enhanced, long distance routes linking major cities in the north of England, cutting journey times by up to 2. The Manchester-Bradford-Leeds route transformed with fast trains to Manchester Airport, Hull, Liverpool, Warrington, Chester, Blackpool and York. New fast services from Bradford and Leeds to Sheffield and Nottingham; and from Middlesbrough to Durham, Newcastle and Carlisle. Stockport Warrington Sheffield Lincoln Chester Crewe Manchester Airport 9 Nottingham

6 Transforming stations: What we ve done so far... We re keeping you more safe and secure at Liverpool Lime Street, Wigan Wallgate, Salford Crescent, Salford Central, Bolton, Bradford Forster Square and Harrogate stations with new ticket gates. These gates help you move through the stations, improve security and ensure all customers pay for their travel. The gates not only process the magnetic stripe tickets, but also barcode tickets and smart cards making the journey through the station a quicker experience. What s to come before the next report New ticket gates will be installed at Skipton station. We are starting our modernisation plan by trialling new station facilities at Adlington (Lancashire), Cattal, Cramlington, Ravensthorpe and Moston stations. We ll be installing different items at the five stations including seating, customer information points and waiting shelters. This will give you the chance to see and experience the facilities, and feedback to us before we commit to rolling them out. Additionally we will be working on the designs for another 195 stations under the Better Stations programme. During summer, we ll see the roll out of new and replacement Ticket Vending Machines begin. KEEPING YOU MORE SAFE AND SECURE WITH LOTS OF NEW TICKET GATES What you can look forward to new parking spaces at stations and 70 additional car parks accredited with Park Marks. New video customer helppoints at 447 stations, customer information screens at 160 new station locations. Enhanced CCTV coverage via the installation of additional cameras. Northern Connect stations, staffed between 6am and 10pm, with catering facilities and free wifi. 11

7 Improving your experience: What we ve done so far... Introduced 55 of the planned 80 new Travel Safe Officers, to help customers feel safe and secure when travelling, especially in the evenings. Launched a customer data portal so you can easily take a look at how we re doing each month. Launched a new, user-friendly app, which makes it easier for you to not only buy tickets, but also give feedback and report any faults you see so we can put things right. There have been 178,000 ticket bookings since the launch in June 2016, and the app has been downloaded by 130,000 users. Added Eyewatch to the app, which is an easy and discreet way for Northern customers to report any non-urgent suspicious or disruptive behaviours on trains or stations. 55 NEW TRAVEL SAFE OFFICERS HAVE BEEN INTRODUCED TO HELP YOU FEEL SAFE AND SECURE Invited customers to share ideas for customer service by starting the We Are Listening programme. Customers at Manchester Victoria, Blackpool North, Hartlepool and Harrogate station were encouraged to record messages in a video booth describing their best experience of customer service. Held four We Are Listening customer feedback workshops to help shape the Customer Service Promises and the training we provide to employees. 13

8 ... Improving your experience: Launched Delay Repay so you can claim if one of our trains is late or cancelled and, as a result, you get to your final station 30 or more minutes later than scheduled, whether it is our fault or not. We have made payments to about 30,000 customers this year and continue to work hard to improve our train performance. Expanded off-peak day return tickets to many of our routes. apps are important, I use it to What s to come before the end of September Added Advance Purchase tickets between Chester and Manchester, and Leeds and Selby. Launched the Digital Customer Panel so you can stay in touch with us, providing feedback and insight throughout our modernisation programme. check if my tickets are right Customer advocates will be selected, following an application process, to sit on a panel to represent customer views. An Accessibility Map to bring together all the information you need to know to travel on our trains and at stations. More Advance Purchase tickets on new routes, including Advance Purchase on day of travel. More Ticket Vending Machines (TVMs). 15

9 Communities and Innovation: What we ve done... Invested 150,000 to support community rail partnerships to kick start projects to benefit communities on our network. Recruited 14 new apprentices out of the 48 we will welcome into the business by Welcomed 10 young people into Year in Industry placements, and four graduates. We re keeping your trains clean by starting apprenticeships in cleaning services for more than 170 Train Presentation Operatives. Built a charitable partnership with Enhance the UK. Delivered dedicated induction training at all main Northern depots. 32 colleagues have completed Signature Level 1 in Deaf Awareness and Communication. What s to come before the next report... We ll strengthen our relationship with and support existing and new station adoption groups to make our stations more welcoming and a greater part of their local community. Work with community rail partnerships to encourage travel on their local lines through marketing and links to tourism and heritage partners. Recruit a further 21 apprentices and five production trainees. Partner with local universities to recruit 10 new Year in Industry placements. WE WILL SUPPORT EXISTING AND NEW STATION ADOPTION GROUPS TO MAKE OUR STATIONS MORE WELCOMING What you can look forward to... Offering support each year to universities and colleges in the north of England to help develop innovative solutions for the rail industry. 17

10 How we are performing Short Formed 9316 (2.1%) Cancelled 8496 (1.8%) PPM 89.8% On Time 67.8% CaSL 2.1% 18 September March 2017 Our Service Group Performance... Tyne, Tees & Wear Lancashire & Cumbria Local West & North Yorkshire Inter Urban West & North Yorkshire Local South & East Yorkshire Inter Urban South & East Yorkshire North Manchester Merseyrail City Lines South Manchester Lancashire & Cumbria Inter Urban Short Formed % % % % % % % % % Cancelled % % % % % % % % % % PPM On Time 94.4% % % % 93.6% % 92.6% % 88.8% % 87.9% % 86.6% % 88.5% % 84.5% % CaSL % % 3.1% % 1.7% % 1.2% % 1.5% % 1.7% % 2.9% % 3.5% % 1.6% % 4.2% % Short Formed Cancelled PPM On Time CaSL > Services run with less than planned capacity > Services subject to cancellation (full/part) > Services arriving at destination within four minutes 59 seconds of the planned arrival time > Services arriving at destination early or within 59 seconds of the planned arrival time > Services subject to cancellation (full/part) or arriving 30 minutes late or more at destination > Services arriving at the planned destination between 30 minutes and 59 minutes late > Services arriving at the planned destination between 60 minutes and 119 minutes late > Services arriving at the planned destination greater than 119 minutes late Unfortunately, things don t always go to plan. The following incidents caused significant delays and cancellations: 4 November 2016 signalling power failure - Settle 21 November 2016 person struck by train - Lostock 9 January 2017 lineside equipment failure - Salford 23 February 2017 Storm Doris - network wide 28 February 2017 collapsed retaining wall - Liverpool The above incidents had a combined impact of 633 cancellations, 969 PPM failures, 9,541 minutes delay and resulted in disruption to 1,371 Northern services. 18

11 What we ve done Held regional improvement conferences, jointly with Network Rail, to promote working together and deliver improvements in performance. Started our recruitment and training of the On Time Champions in December Completed a GPS review of December 2017 timetable on a number of key routes. A joint review of autumn 2016 performance completed. Established a joint working group with Network Rail to investigate small delays, using GPS technology so we can give you a better service. Complaints and fault handling... Sometimes things go wrong and we may not be able to provide the level of service we promised. What s to come Continued recruitment and training of the On Time Champions. Continued review of the proposed December 2017 timetable utilising GPS technology. Development of our joint Performance Strategy Plan. Implementation of joint action plans from autumn 2016 review, in preparedness for autumn Complaints Total number of passenger complaints: 12,058 Total number of passenger journeys: 59,786,616 Total number of passenger complaints per 100k journeys: 20.2 Passenger complaints to number of passenger journeys: 0.02% Complaints answered within 20 working days: 93% Faults reported by passengers or station users Thank you for telling us about faults you ve seen at stations. Overall number of notified on-station faults: 12,591 Mean average time taken to resolve faults: 10 days Summary by region Central Region East Region North East Region West Region Station General Enquiry Car park Cleanliness Facilities Information Ticket purchases Upkeep and repair Mean time taken to repair Grand Total

12 Faults on-train notified through Tweets Look out for our tweet stickers in our train carriages. Faults on-train notified through our Customer Experience Centre Lancashire & Cumbria Inter Urban (14%) Lancashire & Cumbria Local (4%) Merseyrail City Lines (4%) North Manchester (4%) South & East Yorkshire Inter Urban (9%) South & East Yorkshire Local (14%) South Manchester (9%) Tyne Tees & Wear (5%) West & North Yorkshire Inter Urban (23%) West & North Yorkshire Local (14%) Breakdown of tweets: Cleanliness inside (5%) Cleanliness outside (1%) Comfort of seating area (17%) Facilities on board (15%) The toilet facilities (14%) Upkeep and repair of the train (48%) Customer service and satisfaction... What we achieved between 18 September and 31 March we helped 3,448 customers who pre-booked our Passenger Assistance service; and 94% of our ticket offices were available during their published opening hours. 22

13 Service Quality We want to provide a better customer experience and started our Service Quality regime in January We aim to meet benchmarks for both stations and trains, based on what customers say is important to them. We have four assessors who audit our trains and stations through the eyes of our customers as an independent source of data. Here are some figures to show how we re doing so far in National Rail Passenger Survey STATION Service Quality Area Benchmark 08/01/17 to 04/02/17 05/02/17 to 04/03/17 05/03/17 to 31/03/17 Each spring and autumn, the independent transport user watchdog, Transport Focus, carries out the National Rail Passenger Survey to understand passenger satisfaction with rail travel in Great Britain. Here are Northern s results from the autumn 2016 survey: Overall satisfaction with: your journey 81% station 71% train 67% customer service 69% Ambience 79% 93.59% 97.02% 88.58% Cleanliness 69% 88.44% 93.24% 89.87% Information % 96.09% 88.66% Maintenance % 97.31% 93.66% Ticketing 92% 96.89% 97.14% 97.58% TRAIN Service Quality Area Benchmark 08/01/17 to 04/02/17 05/02/17 to 04/03/17 05/03/17 to 31/03/17 Ambience 84% 88.52% 95.28% 97.33% Cleanliness 72% 87.19% 95.12% 97.02% Information 86% 90.22% 94.57% 98.06% 25

14 Environment... We want to be the train operating company that makes the most positive contribution to environmental sustainability. What we ve achieved so far 18 Sept 2016 to 31 March 2017 Full first franchise year Apr 2016 to Mar 2017 Energy used by trains 0.4% increase 1 0.5% improvement 1 Energy used at stations, depots and offices Waste (recycling rates) 5.4% increase 2 4.8% increase 2 5.8% improvement 3 8% improvement 3 Water 2.8% decrease 4 7% decrease 4 All figures are compared to 2015/2016 baseline figures 1. March data has been estimated due to billing cycle 2. February and March data has been estimated due to billing cycle. The increase is mostly due to higher gas/gas oil consumption required to heat our depots during the colder periods. 3. The improvement is due to an increase in dry mixed recycling collections data has been estimated due to billing cycle. The decrease is mainly due to less water being used for cleaning trains. Thanks for reading If you have anything you d like to share, get in touch! Visit: northernrailway.co.uk

15 Contact us with your comments or questions: Call: * Visit: northernrailway.co.uk/comments Write: Customer Experience Centre Freepost NORTHERN RAILWAY *Our Customer Experience Centre lines are open 24 hours a day on any days when trains are running. northernrailway.co.uk