May 2009

Issues discussed at the May meeting include:

National Passenger Survey (NPS) Results

The results of the Autumn 2008 wave of NPS results were summarised by c2c, which ranked c2c in joint first place for customer satisfaction with a score of 90%.

c2c explained that each wave of results leads to a series of action plans being developed, with three resulting from the last exercise:

• C-Comms: including better staff training on the management of incidents, improvements to customer information systems, and the introduction of the 'Whiteboard' system to relay up to minute information on delays and disruption to front line staff.
• Safety and Security: including better communication with customers on the positive things that are being achieved, closer working with British Transport Police and security contractors, and the TLC project for the Tilbury Loop (joint with Passenger Focus).
• Stations and Facilities: including targeted use of the Passengers Benefit budget, with external budgeting where possible, to provide improved facilities at a range of stations on the route.

c2c stated that it sees Secure Stations accreditation as a key factor in demonstrating to customers that the company is managing out security problems to the best of its ability and was pleased to report that all 24 stations operated by c2c were now accredited with the single omission being West Ham, operated by LUL.

May 2009 Timetables

c2c highlighlighted the changes in the new timetable, introduced on Sunday 17th May, with the main ones arising from the need to take two units out of the fleet on a rotating basis for planned maintenance. The service plan had therefore been adjusted to determine how existing loadings could be best accommodated with two trains in each peak running in a shorter formation (i.e. 8 cars instead of 12).

The final package also includes additional calls for some trains at certains stations to give customers an alternative to their previous train. The aim is to spread the load during this period and advise customers of these alternatives where appropriate.

The Panel was asked to provide feedback on any issues arising from the new timetable.

Other Issues

• CIS and Announcements: Panel reported that there were no CIS screens or announcements at the country end of the platform at West Ham, and no screens at the country end of the platforms at Fenchurch Street. c2c confirmed that they're looking at the provision of localised announcements at these and other stations, but a big investment in CIS is unlikely.
• Trip Hazards on stair nosings: A Panel member declared that they'd tripped on the stair nosings at Fenchurch Street. c2c reported that stair nosings had been replaced at a number of locations as part of the Passenger Benefits spend for 2008/09 which had resulted in a fall in the number of slips, trips and falls recorded.
• On-train announcements: c2c reported that a new train announcement package had now been installed on all trains with effect from Sunday 17th May. Changes were triggered primarily by changes to connecting operator names, and the introduction of the smoking ban and quiet coaches. The aim had been to inform the customer, without an 'overkill' of information.