INTRODUCTION

Railway reform is steaming ahead across the UK, with a new emphasis on the customer experience...

A QUALITY PASSENGER EXPERIENCE

This passenger experience is measured through Service Quality Regimes (SQRs), which are KPIs designed to judge a TOCs performance.

These new standards will measure the whole passenger experience from station to carriage, delivering a customer experience that makes people want to take the train.

Northern Trains are the first franchise to adopt this system, supported by our fully digital, smart compliance platform.

Auditors and operational staff at Northern use their devices to follow instructions, record their work and conduct audits via the mpro5 app.

SQR scoring will soon be the primary mechanism for the DfT to award profit to TOCs.

INSIDE THIS CASE STUDY...

THE RESULTS

Northern Trains are free of the burden of a redundant software solution....

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THE PROBLEM

A sub-par software solution was causing more headaches than it was solving....

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THE SOLUTION

We configured Northern’s platform to deliver a seamless, easy to use interface for the auditing team that delivers against all the SQ Regime committed obligations for RNP and internal stakeholders...

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“mpro5 delivers effortless compliance with our SQ (Service Quality) Regime with backup, service and support that never lets us down.”

Laura McLaughlin, Service Quality Manager