National Rail Enquiries provides the same up-to-the-minute advice on journey planning and train service updates as our telephone service. It uses the same data systems as the telephone service and is updated at the same time with latest changes and disruption information.
National Rail Enquiries Online does not itself sell tickets, but instead transfers to an authorised online retailer the details of any ticket chosen by the site visitor.
National Rail Enquiries are the official information service for National Rail. National Rail is the collective name for the train companies who operate Britain's rail service. We provide impartial advice on rail travel, and our performance is strictly regulated by the Department for Transport.
We provide impartial advice on all aspects of journey planning; fares and buying tickets, live train running updates and other useful information.
We operate a number of channels, including:
Telephone Call Answering
Call answering performance for the rolling 12 months to date was as follow.
Customer Satisfaction
An independent company conducts a continuous survey on customer satisfaction monthly. The latest survey result done between July and September 08 was 82% of our customers would recommend National Rail Enquiries to family and friends.
Mystery Shopping
The world's leading independent mystery shopping company, Taylor Nelson Sofres conducts mystery shop calls to each of our call centres every day and night. Each survey is undertaken over a six month period. For the period covering 1st April 2008 to 11th October 2008 we answered 97.44% of calls correctly on this measure.
Customer Satisfaction
The latest survey result was 93% of our customers would recommend National Rail Enquiries to family and friends.
Customer Satisfaction
The latest survey result was 94% of customers would recommend National Rail Enquiries to family and friends
The National Rail Enquiries service is provided by NRES Limited (3691898), registered in England and Wales and with a registered address of 3rd Floor, 40 Bernard Street, London WC1N 1BY. More information on related companies may be obtained at www.atoc.org.