Customer Service
Our dedicated Customer Excellence team ensures we always put the customer first. The team is responsible for customer correspondence, Service Quality audits, on board and station presentation standards, managing customer service projects, accessibility and the Customer Information Control Centre.
The Service Quality team audit our train services and stations against defined criteria, allowing us to identify areas in need of improvement. First Group has designed a Service Quality Management System (or SQMS) to enable us to measure how we are performing in the delivery of customer service across the whole journey experience. The team use handheld computers to record their findings, which are then downloaded into a central database. The database can be used to provide pass and fail reports allowing timely delivery of information to the owning delivery functions, so that appropriate action can be taken. The results allow us to quantify the improvements we are delivering across the First Great Western network.
FirstInfo is the contact centre for First Great Western. They effectively deal with letters, emails and phone calls from customers: resolving problems and making improvements to everyone’s satisfaction. The contact centre that deals with our customers is based in Plymouth.
The Customer Information Control Centre is responsible for disseminating operational information to colleagues and customers.
The Customer Excellence team is also responsible for managing customer service projects. Our Customer Experience Improvement Manager takes the lead in planning and implementing priority initiatives that drive a real and measurable difference in the Customer Experience.