East Midlands Railway train (Photo: Tony Miles)

UK: East Midlands Railway has launched The Platform, an online community where customers can share their experiences which is managed by independent research company Breaking Blue.

‘We currently have a post travel survey in existence which is very good for giving us statistics on how to improve the experience for our customers, but it doesn’t tell us about our customer’s stories’, explained Sarah Turner, Head of Customer Experience.

‘The Platform will be able to tell us how our customers felt about their journeys, and about their overall experience with EMR, we can then act on this and make improvements quickly and effectively. In turn, we hope this will help our customers feel more engaged with us and more involved in some of the decisions we make as a business.’