Improving customer information at Diss and Stowmarket

Tuesday, 16 September 2014

Passengers using Diss and Stowmarket rail stations are getting better announcements as Abellio Greater Anglia makes improvements to its customer communication systems.

Platform staff at both stations are now equipped with hand held roving microphones which allows them to make timely announcements, no matter where they are on the station.

The roving microphones are part of a number of improvements that Abellio Greater Anglia is making to its online, station and on-train customer information systems to provide passengers with accurate and timely train running information.

A key project is to upgrade the link between real-time service updates on the Abellio Greater Anglia and National Rail websites. This will help to provide more consistent information for issues such as station platform departures, so that (for example) if a platform is changed at short notice, the online information will be updated automatically to reflect this. This will be especially helpful at busy stations where customers are using their smartphones on their way to the station to obtain information about their desired service.

Similarly on websites, wherever possible the reasons for train disruption will be more clearly explained to customers rather than using some of the standard rail industry terminology that can be confusing and cause unnecessary frustration.

At stations, the information displayed on customer information screens will also be improved so that, during severe disruption, passengers will be able to clearly see which trains are definitely running, their likely departure time and platform slot.

Other improvements planned include more customer-friendly and relevant public address announcements such as information on alternative services and ticket acceptance for neighbouring train operators.

Area Customer Service Manager, James Steward, said, “The roving microphones are already helping the teams at Diss and Stowmarket to improve the quality of customer communications by enabling them to consistently deliver timely announcements. With additional improvements to online, station and on-train customer information systems, Abellio Greater Anglia aims to develop best practice in customer communication.”