South Western Railway (SWR) has achieved the national standard in customer service
SWR’s customer departments underwent 18 months of examination before being awarded the ‘Putting the Customer First’ accreditation in January 2021 by Customer First UK.
Christian Neill, SWR’s deputy customer experience director, said: “We’re delighted to have been awarded the Putting the Customer First accreditation as it recognises how we’re putting the customer experience at the centre of everything we do.
“Government lockdown restrictions mean many customers are not currently using our services, but this doesn’t mean we’re resting on our laurels. We’re doing all we can to deliver a great experience for customers at every part of their journey in preparation for when they return in better times.”
Meanwhile, Ted Stone, chief executive of Customer First UK, said: “This is a great accolade for any organisation during normal business cycles, but the determination demonstrated by SWR to continue their efforts during the pandemic is particularly impressive.
“It clearly represents their forward-thinking business approach and awareness that commitment to customers should increase in times of difficulty.”