This post was written in collaboration with CALLCARE.
CALLCARE recognise that there can be nothing worse than bad communication and poor products, when it comes to customer service. We’ve all had issues with contacting a company’s customer service and it seeming like an impossible task. Like a phone line that is only open during the hours you work, or such a long response period that your issue becomes nullified in the end.
When it comes to train and tram travel, delays and faults are unavoidable.We all get on with this, and sometimes companies can be able to help out customers affected. Looking at the EU for the legislation getting me a damn lot of compensation when I was stuck in Vilnius Airport for a stupid amount of time a few years ago. When it comes to travel upsets, we all need a speedy response from customer services. There’s a lot on the line, whether you miss your train or make it, whether you end up stuck in a station for hours but are on the bounce.
CALLCARE wanted to find out how long it took customer service accounts in the UK for train and tram companies to respond to tweets from customers. By looking at their Twitter feeds, they found an average of how long each company took to respond. There were definitely some surprising stats due to the fast paced nature of the industry. Check out the full #RailResponse research here and check the infographic below.
I get the train everyday for work in Liverpool, and I’m reliant on TFL a lot when I’m in London so I have a boatload of customer service stories.
When it comes to London Northwestern, who aren’t listed due to not having an active Twitter account, my woes are going unheard about trains going from being on time in the morning to suddenly being 25 minutes late.
Virgin Trains are always super responsive, whether I’m living up North or in London, they’re one I’ve had to rely on. That changes soon, as they’re losing the line for their lack of a decent pension plan for their staff. However, their customer service response rates are high, with a 4 minute average response time, and quick assistance to me in the times I’ve had my seat double booked, needed tickets changing last minute, or had issues like my ticket being locked on a different phone sat in a drawer 200 miles away. That was a bad one. However, their lack of respect to their own staff has caused them to lose some of the most profitable train lines in the UK and may cause their collapse.
Merseyrail, one local to Liverpool, respond in a nice 7.2 minutes, way ahead of the average at 15 mins. I’ve never had a real issue with Merseyrail, I used to rely on it everyday when I volunteered in the arse end of the city as a student. However, I did get shouted at for having my feet on the seats once. My fault, I guess.
TFL and London Overground are backing up the pack, with pretty slow response times. Though, these people are dealing with likely a larger amount of tweets than anyone else due to how many people use the Underground and Overground, as well as a lack of station staff available due to budget cuts. However, every interaction I’ve had with TFL staff, as well as DLR staff, as this was my local line, has been amazing and something I can’t really fault!
What experiences with train and tram lines have you had?