Baseline Audit and Review of Customer Service standards

Tender description

Iarnród Éireann Irish Rail is rolling out a Customer Service Strategy and Employee Engagement Plan. The Customer Services Standards Programme (CSSP) was established as a key component of the over-arching Customer Services Strategy. The CSSP consists of a suite of nine standards which address all the touch points which form the customers experience. Programme deployment has initially focused on the three priority standards (shown in green above) as follows: 1. Customer Information and Communication 2. Train Cleanliness and Presentation 3. On-Board Experience Baseline audits were undertaken for the three priority standards from which good and not so good practices were identified with development actions being progressed to improve performance. A governance structure is in place and underpinned by a Quarterly Customer Service Executive chaired by the Chief Executive Officer. Performance against the standard for each of the remaining six standards (shown in Blue in the figure above) will now be audited; 1. Station environment and facilities 2. Dealing with service disruption 3. Mobility access 4. Attitude and helpfulness of staff 5. Customer Relations - after care 6. Ease of buying a ticket