Case studies
Managing Disruption at First Capital Connect
The most significant threat to any transport service delivery is disruption, whether planned or unplanned and sometimes best intended actions taken to recover the service can often leave customers confused. Research shows that at times of disruption customers want regularly updated information that they can trust on what is happening and what alternatives exist so they can complete their journey.Improving the Customer Experience
In his role as Head of Operations at Heathrow Express, founding director Richard was responsible for the delivery of Customer Service. The quality of Customer Service offered was fundamental to the brand image of the premium service and was something all employees were passionate about. Richard, however, quickly recognised that whilst the organisation aspired to deliver excellent customer service it had not articulated what this meant in practice. He led a team that developed and delivered a customer service strategy aligned to the brand and service aspirations of the company and achieved outstanding results.Airport Express Integration at Southern
When Southern was in the planning stages of adding Gatwick Express to its portfolio they turned to North Star for expert advice and knowledge of Airport Express services.
New Service Start-Up at Heathrow Express
North Star’s Founding partner Richard was integral to the successful commencement of the Heathrow Express rail-air link service. As Railtrack’s Heathrow Express Implementation Manager he acted as the main interface between Railtrack and Heathrow Express who were Railtrack’s first new customer since privatisation.