Challenge
In a complex rail industry the challenge is to understand what each train operating company needs from Angel Trains in order for it to deliver the best service to its passengers. Given the regulated nature of the rail market the total number of customers is small in comparison to other industries. It’s therefore absolutely vital that the Customer Service team builds strong and impactful long-term relationships with each customer. Exactly the same can be said for the suppliers that Angel Trains relies upon to build, maintain, refurbish and modernise its trains. In order to gain an impartial insight into its customers and suppliers, Angel Trains undertakes an annual independent assessment of the quality and strength of these relationships. The aim is to understand what works well but also to get to the heart of any issues in order to quickly make any required changes.