Customer First would like to welcome Merseyrail as the first Train Operators ever, to achieve the "Putting the Customer First Standard".


3rd January, 2014


Merseyrail has been awarded the ‘Putting the Customer First’ accreditation mark for the National standard for customer service. It is the first train operator to receive this plaudit and goldplates its commitment to improving the customer experience.

Assessors held meetings with over 70 members of staff from around the business, representing 10 per cent of the people in scope for assessment. They travelled extensively around the network to find out first-hand what it was really like to be a Merseyrail customer.

Ted Stone, chief executive of Customer First, commented: 'Merseyrail has adopted a business approach that puts its customers at the heart of everything it does. It is a great example of an organisation that genuinely puts its customers first.'

It was the rail operator’s first attempt to be awarded this standard, which is valid for two years.

Maarten Spaargaren, Merseyrail’s managing director, said: ‘Providing an excellent experience to customers and ensuring that that their journey is pleasant and hassle-free underpins all our work. Our results for passenger satisfaction are already the envy of the industry and achieving this accreditation is the icing on the cake.’

Councillor Liam Robinson, chair of Merseytravel, concluded: ‘We are committed to providing the people of Merseyside with a first class rail service and customer service to match. I’m delighted that Merseyrail has been awarded the ‘Putting the Customer First’ accreditation mark, which recognises this commitment.’


You can view this press release on the Abellio website here.


Customer First Chief Executive, Ted Stone, with Merseyrail Managing Director, Maarten Spaargaren.

(From left) Merseyrail Customer Services Director Kaj Mook, Customer First CEO Ted Stone, Merseyrail MD Maarten Spaargaren, Merseyrail Business Manager Alan Hamilton.