Chiltern Railways

At the outset of this year’s competition, the judges felt that the Chiltern Railways entry was well supported by evidence which meets the criteria required and demonstrates consistency in the delivery of high-quality customer service, excellent operational performance, and a competitive determination to successfully expand the market in the region they serve.

The Managing Director of Chiltern Railways attended the due diligence meeting, supported by the recently appointed Commercial and Customer Service Directors. Their presentation focused on a number of practical measures taken by Chiltern to grow the market while maintaining service quality, including:

Evidence of close collaboration with Network Rail.

The continual encouragement and use of feedback from customers and staff.

Refocusing the management team on day-to-day delivery after completing major projects.

The use of timetable modelling to improve punctuality.

New fares strategies to grow the West Midlands market.

Innovative use of multi-lingual information to grow the Bicester Village niche international shopping market.

There is no doubt in the minds of the judges that the spirit of continuous improvement still thrives on Chiltern, despite recent senior management changes. Chiltern Railways 168110 prepares to depart London Marylebone with a service to Oxford on December 12 2016.