Accent MR Accent

Evaluation of communication during disruption


The Rail Delivery Group (RDG) wanted to understand how successful (or not) train operators were in communicating with passengers during unplanned rail disruptions – including delays and cancellations.


We suggested a number of different methods to promote the survey and encourage participation. This included card hand outs (with a link to the online questionnaire), tweets, emails and a link on the National Rail website. All four channels led participants to an online survey. Results are provided through a live dashboard for each train operator as well as quarterly reporting.


The RDG is under pressure from industry watchdogs such as the Office of Rail and Road, Passenger Focus and the Department for Transport to improve the way things are done. The ongoing survey that we facilitate is a pivotal part of their strategy to measure and improve customer communications.

“Improving information provision during disruption is a top priority for the Rail Industry and Accent have provided a crucial service in defining the approach and collecting customer data to enable us to focus on improving key aspects of our current methods and thinking of new ways we can help customers when they have suffered a delay.”
Marc Horrex, Rail Delivery Group