Govia Thameslink Railway’s (GTR) Model Stations concept was developed to inform future station improvements and align with customer-focused standards.

The concept has now led to customer satisfaction at Enfield Chase increasing to 93%.

The customer-focused designs focus on accessibility, staff training, customer service, and safety to enhance the customer experience.

Enfield Chase has become easier to navigate and more inclusive, with staff having completed the Great Journey Makers training programme.

Three locations are being trialled with the concept, with Elstree & Borehamwood and Gipsy Hill set to follow, which will demonstrate what can be achieved.

 “We want to create a blueprint for stations across the country, one that creates environments that passengers find welcoming, clean and comfortable, safe, secure, digitised, accessible and inclusive with ‘model staff’ serving their communities and customers.

“We can’t transform the UK’s entire network of stations in one go but creating a clear outline of expected outcomes will ensure that future investment is spent wisely and efficiently, delivering the best outcome for taxpayers and passengers alike.

“Key to the success of the model stations concept are the people who work at them. We have brilliant teams at each of our three pilot stations who have been through our new Great Journey Makers training programme, and we want to promote their amazing attitudes. We’ll be inviting our managers to visit the three completed locations as they come online, to take pictures and consider how they can bring their stations up to a similar standard.”

“And this is not just about monetary investment. Significant improvements can be made right away at low cost simply by looking at stations through the eyes of our customers. For example, working with community groups like station partners makes a huge difference and really helps root stations within their communities through a range of locally led customer focused initiatives.”

GTR Chief Customer Officer Louis Rambaud