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Significant experience in understanding, shaping, and improving the customer experience to ensure delivery of outstanding service levels.

Expertise in the customer-centric experience for the consultancy market. We know how to develop solutions based on modelling and analysis for ticket retailing and revenue protection in both operational and bidding environments, for both open and closed systems. Specialists in delivering training to boost staff helpfulness and ensure customers are provided with clear and accurate information at all times.

Customer Experience Case Study

Department for Transport 2035 Railway Vision

North Star was engaged by the UK Department for Transport to provide key insights into the future 2035 Railway Vision.

As customer experience specialists, North Star’s work focused on the production of a detailed report that addressed how future travel trends and the ‘digital railway’ would improve journeys for passengers.

The report covered topics including integrated journey planning, accessibility and security and how to meet the hierarchy of needs of railway users in both the present and the future.

Research for the report centred on a detailed literature review and interviews with influential industry stakeholders from organisations including:

  • Transport for London (TfL);
  • Transport Focus;
  • London Travelwatch;
  • Network Rail;
  • Transport Focus;
  • Disabled Persons Transport Advisory Committee (DPTAC); and
  • British Transport Police (BTP).

North Star complemented this body of research with its expert knowledge on customer experience and produced a report that both contributed to known evidence gaps and identified strategic options that the DfT could implement for the benefit of all railway stakeholders.

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