A uniform ‘one team’ look will soon arrive at more London railway stations following the success of a unified customer service initiative at London Victoria.
From May, station staff at each London Bridge, London Cannon Street and London Charing Cross will wear a single uniform to replace different uniforms worn by passenger-facing employees of different companies.
It’s part of our work to put passengers first by giving visitors to our stations better information. For the one team initiative, this means better information regardless of whether a team member works for Network Rail or a train operator.
Station staff at London Bridge, Cannon Street and Charing Cross have been wearing one team lanyards and name badges for the past year but the new uniforms will complete the aesthetic aspect of the implementation.
Success at London Victoria
We launched ‘one team’ at London Victoria in 2018, uniting Network Rail, Gatwick Express and Southeastern staff in a new approach to customer service – an industry first. It means passengers can approach any member of station staff with a question about train services or finding their way around, confident they will receive help.
Following the launch, London Victoria enjoyed the biggest increase in passenger satisfaction levels of all the railway stations directly managed by Network Rail.
Watchdog Transport Focus, which twice a year collects opinions of train services from a sample of passenger journeys, said satisfaction levels at London Victoria rose by 6.4% to 78.3% in the year to autumn 2018. Passenger satisfaction has since increased further, to 83.2% in the year to autumn 2019.
The new uniforms at London Bridge, Cannon Street and Charing Cross will be purple, to keep continuity with those at Victoria and make station staff easier for passengers to recognise across our stations.