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September 15, 2019

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How well do rail lines conduct themselves?*

This post was written in collaboration with CALLCARE.
CALLCARE recognise that there can be nothing worse than bad communication and poor products, when it comes to customer service. We’ve all had issues with contacting a company’s customer service and it seeming like an impossible task. Like a phone line that is only open during the hours you work, or such a long response period that your issue becomes nullified in the end.
When it comes to train and tram travel, delays and faults are unavoidable.We all get on with this, and sometimes companies can be able to help out customers affected. Looking at the EU for the legislation getting me a damn lot of compensation when I was stuck in Vilnius Airport for a stupid amount of time a few years ago. When it comes to travel upsets, we all need a speedy response from customer services. There’s a lot on the line, whether you miss your train or make it, whether you end up stuck in a station for hours but are on the bounce.
CALLCARE wanted to find out how long it took customer service accounts in the UK for train and tram companies to respond to tweets from customers.  By looking at their Twitter feeds, they found an average of how long each company took to respond. There were definitely some surprising stats due to the fast paced nature of the industry. Check out the full #RailResponse research here and check the infographic below.

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