A successful railway needs to work for the people who use it. Reliability matters, but so do accessibility, clear information, simple journeys and services that respond to what customers need.
For the rail supply chain, customer experience influences how trains, stations, technology and services are designed and delivered. Rail Forum’s Customer Experience & Service Excellence pillar will help members understand changing expectations, share good practice and explore how the supply chain can contribute to a railway that is easier and more attractive to use.
Support from Rail Forum...
Across Customer Experience & Service Excellence, Rail Forum will:
- Connect members with operators, customers, accessibility specialists and industry decision-makers to share insights.
- Inform members about changing customer expectations, accessibility priorities and future requirements.
- Create opportunities to collaborate through events, workshops, roundtables and industry briefings.
- Champion supply-chain capability, showcasing products, technologies and services that improve accessibility and the customer journey.
- Represent members, ensuring supply-chain expertise contributes to industry discussions around future services and customer experience.
Accessible & Inclusive Rail
Everyone should be able to use the railway with confidence and as independently as possible. That means considering accessibility across the whole journey. The Government’s ‘Roadmap to an Accessible Railway’ sets out seven priority areas, including improving station and train accessibility, Passenger Assist, accessible facilities and customer information.
These priorities are also reflected in the development of Great British Railways, with accessibility intended to sit at the heart of future railway decision-making.
Rail Forum will help members understand these priorities, share inclusive solutions and connect supply-chain capability with the organisations shaping accessible rail.
Meeting Changing Customer Needs
How people use the railway continues to evolve. Changes in working patterns, demographics, technology and customer expectations all influence when, why and how people choose to travel.
Future rolling stock, stations and services need to respond to these changing needs while remaining inclusive and easy to use. This means listening to passengers and using customer insight to inform design, technology and service decisions. Practical examples already include improved Passenger Assist, station Welcome Points and digital tools designed to support more independent travel.
Rail Forum will help the supply chain stay connected to these changing expectations and explore how new products, services and innovation can deliver better outcomes for customers.
A Better End-to-End Journey
Customer experience extends beyond the time spent on a train. Passengers need reliable services, straightforward ticketing, accurate information and smooth connections between rail and other forms of transport.
Creating a better end-to-end rail journey therefore depends on many parts of the industry working together, from operators and infrastructure to rolling stock, digital technology and the wider supply chain. Rail Forum will create opportunities for members to engage with customers and industry partners, understand emerging requirements and showcase solutions that improve the passenger experience.
