WEEKLY
TOGETHER
TAKING THE NORTH FURTHER | THURSDAY 9 NOVEMBER 2023
MEET OUR CUSTOMER AMBASSADOR TEAM You may have noticed some new faces at some of our non-TPE managed stations over the past few months? Our new Customer Ambassador Team have been introduced to provide a visible, helpful and proactive service to customers across our network. The team are based at six of the locations we call at: • South Yorkshire: Sheffield and Doncaster
OUR PERFORMANCE PERIOD 8 WEEK 3 57.80%
When required they’ll also be travelling across the network to support onboard or at other locations. You can identify the team by their purple hi-vis vests, so please say hello if you see them on your travels. The team are already making a massive impact and we’ve had some great feedback so far: Ross Kerr, Glasgow Central Station Manager said: “The ambassadors were greatly needed, and the team go above and beyond in their role. They have fitted into the dynamic of the station seamlessly and they’re always willing to help us out. They’re always visible on the concourse and deliver customer service to a high standard.” Rachel Sprigg, Rail Development Manager: “I’ve had the pleasure of seeing the Customer Ambassadors in action. They look very smart and happy every time I’ve seen them. It is so important that customers receive a great customer experience when travelling through these busy South Yorkshire Stations. Thank you to TPE for your support.” If you have any feedback or questions, feel free to contact Keiron Riley, our Customer Ambassador & Events Manager.
NO Target 94.82%
Time to 15
• Scotland: Edinburgh and Glasgow Central • Northwest: Preston and Liverpool Lime Street
ON OR ABOVE TARGET
Target 58.61%
Time to 3
92.57%
NO
Cancellations 5.31%
NO
5.08 Target %
T3 and T15 performance has declined since the previous week. Overall delay minutes are 2933 compared to our target of 1601 What held us back? The Craigentinny derailment caused significant disruption on Monday and into Tuesday. Sickness is also having an impact, which is expected at this time of year.
INTERNATIONAL MEN’S DAY 2023 Next weekend is International Men’s Day and ahead of the day Great British Railways Transition Team (GBRTT) are hosting an allyship panel. On Monday 13 November, inspiring panellists from across our industry will be talking about their experiences of allyship. Use this link to join the event at 10.30am