Reliability, Punctuality and Passenger Satisfaction
Merseyrail is one of the highest performing and most reliable rail operators in the country. In the Spring 2018 National Rail Passenger Survey Merseyrail was named as one of the top 3 rail companies in the UK and the number one franchised operator. It also came second for value for money and levels of crowding on services.
Station Improvements / Enhancements
Ainsdale station re-opened in July 2018 following an extensive refurbishment to make it the most eco-friendly station on the Merseyrail network. Solar panels, smart LED lighting and water harvesting tanks for the toilets are just some of the improvements that have been made. The design achieved a CEEQUAL rating of ‘Excellent’ for its green credentials.
A new station, Maghull North, opened on the network in June 2018 and Merseyrail services now run to 68 stations. The station is within a new housing estate and provides improved access to local transport for residents in the Maghull area.
A new fleet of state-of-the-art trains will arrive on the network in 2020 to replace the current fleet of 40 year old trains. The new trains will carry more passengers, shorten journey times and will have the potential to extend off the network to place likes Skelmersdale, Warrington and Wrexham.
Merseyrail launched trials of Smart ticketing in October 2017 and following a successful launch more ticket types will be available this way.
Working with Local People
Collaboration with the local community is of great importance to Merseyrail and there is an extensive engagement programme with various local organisations. This includes partnerships with community groups, educating school children and vulnerable groups about the railways and Merseyrail’s 47 station adoption schemes with more than 100 volunteers.
Following a 6 month closure of the underground loop line of the network in Liverpool city centre, Merseyrail won ‘Best Collaboration of Marketing and Customer Service’ category at the European Contact Centre and Customer Service Awards (ECCCSAs) in 2017.
The Marketing and Customer Relations team were also winners of the Marketing Communications Person or Team of the year at the Railstaff awards for the same project.
The business was further shortlisted for the British Quality Foundation UK Excellence Awards for 2017 - the culmination of efforts from staff across the organisation.
A member of our stations team was recognised at The National Rail Awards in 2017 for Outstanding Personal Contribution – Life Changer, for his actions when saving the life of a passenger.
Merseyrail has been shortlisted has been shortlisted for four awards in three categories for the 2018 National Rail Awards, including:
- Station of the Year (Large) – Liverpool Central
- Station of the Year (Large) – Liverpool South Parkway
- Sustainable Development Award – Joint Nomination for Corporate Social Responsibility and Sustainability with a focus on energy management and the Everton FC Blue Garden Project at Kirkdale.
- Customer Service Excellence – Wirral Track Renewal