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First ScotRail | Supplier | First ScotRail |
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| Address | PO BOX 7030, Fort William, PH33 6WX, United Kingdom |
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| Telephone | 0845 601 5929 |
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| Email | scotrail.enquiries@firstgroup.com |
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| Supplier Web Site | www.firstgroup.com/scotrail/index.php |
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The First ScotRail franchise is now in its second year, with our vision and values stronger than ever.
Significant improvements have already been made, including enhanced customer service and improved train performance. There was a 20 per cent reduction in delays caused by First ScotRail over the first year compared to a franchise commitment of two per cent a year.
Customer satisfaction with punctuality is at an all time high, and passenger numbers have increased by seven per cent. A new Customer Contact Centre has been established, quality new products introduced, and on board catering brought in-house.
There is renewed focus on customer service across all areas, and the £40m programme of improvements promised over the life of the franchise is well underway. It includes increased safety and security for passengers and staff alike.
More CCTV, customer information systems and help points are being introduced at stations, with CCTV also being installed on the majority of trains.
Our vision is to deliver a safer, more punctual and reliable railway. Our values include extensive staff training to enhance customer service.
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