100 % service: Every trip counts

Vy Tog Øst (Vy Trains East) wanted to improve their customer experience, especially during disruptions. They therefore tested new measures on a train line to strengthen compliance with their five service standards.

Results
67%
67% of conductors and 44% of train drivers used the speaker card sometimes or weekly.
Results
80%
Conductors wished the speaker card was physically available in the train.

Results

67%

67% of conductors and 44% of train drivers used the speaker card sometimes or weekly.

Results

67%

67% of conductors and 44% of train drivers used the speaker card sometimes or weekly.

Results

80%

Conductors wished the speaker card was physically available in the train.

Results

80%

Conductors wished the speaker card was physically available in the train.

Process

Based on insights gathered through observation, in-depth interviews, surveys, and literature research, we designed and tested measures on one train line from November 2023 to January 2024.

The main intervention was a simplified version of the "Speaker Standard"—a comprehensive and important description of how employees should communicate with customers. The standard was converted into a concrete "Speaker Card"—physical and easily accessible—to ensure its use in daily operations and particularly during disruptions when there is no time to search for the correct information. Train drivers and conductors received customized versions in Norwegian and English to ensure that information reaches all of Vy's customers.

Results

Despite a period marked by extreme weather and major challenges across all of eastern Norway, the customer satisfaction scores (KTI) showed that the test line performed better than all other lines at all three measurement points.

A large number of employees wanted the initiatives to be continued. Vy revised the speaker card based on feedback, and the plan is to implement both the speaker card and other nudge initiatives throughout the entire Eastern Norway region.

What could be improved?

The project, which had a limited mandate without system changes, focused on how to achieve behavioral change to ensure compliance with standards. Despite employees pointing to systemic challenges, the project showed that by simplifying, specifying, and making the standards accessible, as well as actively involving the employees, it was possible to achieve nearly 100% compliance. The conclusion is that small, smart adjustments can make a big difference and make it easier to deliver good customer service consistently.

Sources