Network Rail

Putting passengers first

Passengers

The challenge

At Network Rail, a huge transformational shift had been taking place as they moved to become more customer focussed and service driven. For success, staff needed to understand what mattered to different people on the network as the organisation sought to put passengers first.

The bold idea

Land an effective ‘prequel campaign’ that features real passengers' and freight customers' needs ahead of the full vision & values launch later in 2019.

The results

The September 2019 Network Rail Your Voice Survey showed that 81% of staff now understood how their role impacted the passenger experience.

Passengers
Passengers
Passengers
Passengers
Passengers

To raise employees’ awareness of who key passenger groups are, and what matters to them, we recruited real passengers and a freight customer.

Passengers
We then helped employees make the connection between what they do and the outcomes for passengers and freight users by identifying key staff who improved our recruited passengers’ experience on each of their related routes.
Passengers
Passengers
Passengers
Passengers
Passengers

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