Home Rail News GBRf keeps customers satisfied

GBRf keeps customers satisfied

GB Railfreight (GBRf) is backing the Outstanding Customer Service Award at this year’s RailStaff Awards.

In an industry with a high ratio of customer-provider contact, the award is one of the most important. Examples of good customer service on trains and stations are regularly featured in the supportive railway press. However, equally important is the hard work put in by rail industry suppliers often to tight timescales and difficult deadlines set by an exacting rail industry customer base.

Good customer service is at the heart of the GBRf success story. With 600 staff now, GBRf operates over 1,000 trains a week, moving 15 per cent of Britain’s rail freight with 99 per cent reliability.

GBRf has a fleet of 58 locomotives and over 1,000 wagons, transporting goods for customers including E.ON, Network Rail, EDF Energy, MSC UK, UK Coal, Merrill Lynch, Tarmac, Drax and Crossrail Ltd.

A team of train managers and drivers keep in touch with freight forwarders boosting the concept of customer contact to new levels for the wider rail industry.

John Smith, managing director of GBRf, said, ‘GB Railfreight prides itself on its level of customer service and ability to be innovative and flexible in the face of new and variable challenges.

‘It’s for this reason that we recognise the importance of developing client relationships and supporting quality service delivery across the rail industry.

‘The RailStaff Awards 2015 allows us to celebrate the achievements of suppliers and we are delighted to be sponsoring the Outstanding Customer Service Award.’

Says Tom O’Connor, managing director, Rail Media, ‘Good customer service is the essential element in railway success. Clear communications and an empathy with the passenger, freight forwarder or supplier guarantees success for an industry under tremendous pressure to perform and deliver against a backdrop of expanding demand.

‘Major projects, constrained capacity and the onward march of new technologies make it essential to concentrate on good customer relations. GBRf shows us how it can be done and we thank John Smith and his team for backing this important award.

‘We wish every nominee every success on the night itself and in their continuing careers with the rail industry.’


Please enter your comment!
Please enter your name here

This site uses Akismet to reduce spam. Learn how your comment data is processed.


3Squared wins major contract from HS2 contractor

A Yorkshire-based SME (small to medium enterprise) has been awarded a major contract working on High Speed Two (HS2), generating new jobs

Safer Travel Pledge helps protect passengers as train frequency increases

Free face coverings being handed out at London Waterloo station. As trains start to run more frequently and...

Special train livery says Thank You to key workers

Great Western Railway (GWR) has unveiled a special livery for one of its inter-city express trains, paying tribute to key workers for...

Network Rail “making a good start” to CP6, says ORR annual assessment

Rail regulator the Office of Rail and Road (ORR) has published its 2019-20 annual assessment of Network Rail and has found that...

Wimbledon depot gets its first Class 701 train

South Western Railway's (SWR) first Class 701 train has arrived at Wimbledon depot, marking a significant milestone in the £1 billion transformation...