HS1 – What Good Looks Like

Operational survey app for the owner of St Pancras International Station

St Pancras International has been recognised as the UK’s number one station for customer satisfaction since it re-opened. However, the station recently lost that position. In order for it to return to number one, it is important for HS1 Ltd and Network Rail High Speed to plan and implement improvements based on a set of service standards, ensuring that the basics are delivered to a high standard and helping deliver the “World’s Leading High Speed Rail experience”.

The Surgery worked with HS1 to build a service standards App called ‘What Good Looks Like’, based on a four-tier service framework, so their team can monitor, report and improve the station environments. The app allows individuals to walk the stations in a preset order, asking them to score services against agreed criteria or report faults that require immediate action.

The survey is available across each of HS1’s four stations.