Improvements to customer information at Stratford

Friday, 22 November 2013

Passengers using Stratford rail station are benefitting from improvements after Abellio Greater Anglia completed an overhaul of customer information to include new signage and better announcements.

The upgrade, completed this Autumn, featured new station signage for the renamed Queen Elizabeth Olympic Park and improved directional signage across the whole station in response to customer feedback.

Further improvements to the provision of customer information include new Customer Information Screens, partly funded by the National Station Improvement Programme, and the installation of a new public address system to deliver clear, timely and accurate information to customers.

The station’s ticket vending machines were also upgraded last year with an up to date, simplified screen layout.

In addition to the improvements to customer communications, Abellio Greater Anglia is currently working on the installation of new Oyster validators on the mainline platforms 9/10, 10A/11 and 12. These will enable an easy transition for customers travelling from beyond the Oyster zones.

The train operator has also invested in increased lighting across the stairs and an improved station cleaning programme to deliver higher standards of cleanliness. These improvements are helping to create a better ambience and safer environment at the station.

Abellio Greater Anglia’s Customer Service Manager, James Henry, said, “Investment in facilities at stations is important to meet our customers’ expectations of good customer service and to encourage more people to travel by rail.”

Since the Abellio Greater Anglia franchise began in February 2012, the train operator has improved information provision for customers through a number of means, including providing a free smartphone app, re-introducing a free sms text update service, providing website updates, improving the ‘twitter’ service and providing 1,600 frontline staff with BlackBerrys to ensure they can provide customers with more timely and accurate travel information.