CRA 2011 winner - Best Customer Service

Merseyrail

The judges were not just impressed with the scale of the changes implemented, but the evidence of success and personal testimonials of both stakeholders and customers.

Merseyrail has made a strategic decision that cycling can play a part in its business plan and that customer service and satisfaction in this area will be integral to its success.

Merseyrail has traditionally been a cycle-friendly train company, the only one to offer unrestricted cycle carriage on train. Winning the DfT/Cycling England money provided an opportunity to extend cyclists’ choice to include secure cycle storage. Merseyrail received very positive results from the July 2011 Bike ‘n Ride evaluation. They have an enthusiastic senior team, excellent staff engagement, and a partnership approach to working with stakeholders.

Their Southport Cycle Centre offers secure parking for 122 cycles, plus a hire and repair facility. There is a high level of commitment and enthusiasm from the staff, who help to make it a pleasant experience to visit. They work closely with Sefton Council, British Transport Police and Merseytravel, the local Passenger Transport Executive, to deliver a high level of service.

Merseyrail’s objectives are:

  • To continue to promote cycle-rail integration through an improved offering of choice
  • To create new journey opportunities for cyclists
  • To encourage staff and passengers to lead healthier lives through exercise
  • To demonstrate through actions of its leadership team a corporate approach to increase cycling patronage and make money for charity
  • To have fun

186 customers have signed up to their “Go Cycle” scheme at Southport. The MVA report identified Merseyrail as the best performing train company in terms of percentage growth, with an increase in cycling patronage of 123%.

”It’s great that you can use the bicycles anytime on the train and it’s easy to use and convenient. The staff are always friendly and helpful. ” (Lisa, passenger on Southport – Hunts Cross service, September 2011)

“The cycle centre at Southport is a fantastic facility and I now have the confidence to leave my bike all day, knowing it is safe and protected from the elements. It’s also handy to have the repair facility in the centre, the staff are really knowledgeable and helpful and I have already used them to service my bike. ” (Irene, Southport station, August 2011)

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