Putting passengers first
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 September 2019 Network Rail Your Voice Survey showed that 81% of staff now understood how their role impacted the passenger experience.
To raise employees’ awareness of who key passenger groups are, and what matters to them, we recruited real passengers and a freight customer.
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.
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