RSSB. Optimising safe and satisfied passengers
Six ways we’re boosting customer satisfaction
Our new projects help you enhance the passenger experience and reduce delays.
Helen Costello Director, Business Management and Performance, RSSB
The overall passenger experience, the need to reduce delays, and delivering smoother journeys are key issues for industry. Several of our latest research projects shed new light on how to target them. Here’s how our work is helping to create a better future for passengers.
Many people think rail seats are uncomfortable, which can deter them from using trains. To combat this, we have issued research-led guidelines to improve seat comfort. They include a scoring system to help designers create seats that meet high comfort standards. Comfortable seats reduce passenger fatigue and enhance their overall travel experience, making them more satisfied with their rail journey.
Noise in passenger carriages is another factor that can make train journeys uncomfortable. To improve the customer experience, we did our research. Our findings confirmed target thresholds and suitable specifications for new rolling stock. By ensuring that noise levels stay within these acceptable limits, we can improve passenger comfort. Keeping noise in passenger carriages under control will allow passengers to enjoy a quieter and more relaxing journey, which will improve their overall travel experience.
Rail travel should be for everyone, but sometimes people with mobility challenges find access difficult. To improve accessibility, we have developed a new 'blended' method to assess the impacts and value of upgrades. It’s the first step towards creating an Accessibility Benefits Framework. This framework will ensure that new accessibility schemes are effective. By making stations more accessible, we enable more passengers to travel comfortably and independently. More people who can enjoy the convenience of rail travel will lead to greater passenger numbers and improved satisfaction.
The industry has been working to improve stations, but there's been a lack of consistency, which can confuse passengers. Whether improvements are to infrastructure, processes, or timetables, having a uniform approach helps. Our recent research will guide the industry in making consistent decisions about station improvements. This will result in better facilities and services, counteracting negative impressions of stations and making rail travel more appealing.
Other recent projects are about issues that affect the passenger experience even though passengers may be unaware of the issues or technologies involved.
On-train camera monitoring (OTCM) systems are needed for the safe operation of trains. So what happens if the OTCM system in a driver’s cab isn’t working? We’ve published guidance for train drivers so they know what to if their OTCMs fail. This guidance has processes and standards to follow so that trains can still be dispatched safely. This makes for fewer delays and a smoother travel experience for passengers.
Providing drivers with better adhesion information improves safety and punctuality. Poor adhesion leads to safety risks and delays. Drivers need to be kept well-informed about track conditions so they can take the necessary actions to maintain safety and keep trains on time. Accurate adhesion information boosts driver confidence, so they can handle low-adhesion situations more effectively. Our project to improve adhesion information for drivers will result in a smoother and more reliable train service, without putting safety at risk.
These projects are a strong step forward for the efficiency and reliability of UK train services. Their combined effects will reduce delays and enhance the overall passenger experience.
See more of our work to make passenger operations better.
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