| Re: Missing from "Putting the customer first" Posted by grahame at 12:14, 27th June 2025 |     |
The staffing situation was acknowledged - as was requiring a 7day railway, as already noted.
But acknowledging a situation is not the same as being "what we do", is it? Words not deeds.
Fair enough - if GWR acknowledge there's a problem but didn't commit to dealing with in in their customer-centred approach, it rather paints a picture to me. They say they are going to focus service manager more on "disruption support" but don't commit to actually reducing the disruption / lack of reliability. Treating the symptoms and not the underlying causes and - yes - you may well suggest that they are not authorised to deal with the causes ...
| Re: Missing from "Putting the customer first" Posted by ChrisB at 12:04, 27th June 2025 | |
The staffing situation was acknowledged - as was requiring a 7day railway, as already noted.
| Missing from "Putting the customer first" Posted by grahame at 04:43, 27th June 2025 | |
Looking through the slides from the GWR Community rail conference, I came upon this:
To me, something is missing, and it's a biggie ...
* Providing a safe and reliable service that takes customers where and when we say we will
I have no issues with safety. I do with reliability ...
I wasn't at the conference - can anyone who was there re-assure me that it was clear that "putting the customer first" included running the services they advertise, with people able to plan ahead and know that a train will turn up more or less on time except in very exceptional circumstances?
