HS2 is the UK's flagship transport levelling-up project, aiming to transform the rail network. It is Europe's largest infrastructure project and the most significant rail investment ever made in North England. Major works are underway, with 135 miles of new high-speed line already under construction and over 350 active sites between the West Midlands and London.
HS2: Project Overview
By the very nature of the project, HS2 has remained in close consultation with local communities and organisations throughout the progressing phases. As construction commenced, HS2 set out two clear objectives for all associated parties to work toward - being good neighbours and delivering respectfully.
HS2 partnered with Stuart Plant of insight6, Birmingham, to measure, via tailored mystery shopping reports, their performance against these KPIs. One initiative driven by insight6 was the creation of a mood tracker to understand how members of the public felt when interacting with the HS2 team members at various touchpoints.
Our Approach
HS2 were very keen to receive qualitative feedback on how their team members engaged and interacted with members of the public. Using highly trained and diverse researchers, insight6 conducted a full CX Review (a mystery shop for the corporate world) of the customer journey and all the touchpoints a customer would have with HS2 for pre-determined scenarios.
The programme assessed HS2’s customer-facing online channels, i.e., webinars, virtual events, website access and information. It also evaluated the quality of team member engagement at the 24/7 helpdesk (email and phone enquiries), pop-up events, community engagement meetings, and construction sites.
CX Solutions
Specific CX Review (mystery shopping) scenarios were developed to capture broader issues.
Examples included members of the public:
- Calling the helpdesk with a query about the route.
- Raising questions to construction site workers.
- Visiting community engagement events for information.
- Browsing the website to find out more information.
Outcomes
Through wide-ranging research across multiple communication platforms, insight6 identified that members of the public value a warm, engaging experience alongside receiving the technical response to their query. Making it easy to find relevant information and following up to ensure the enquiry was resolved were also fundamental aspects of a high-quality experience.
insight6's end-to-end customer experience (CX) solutions have earned us a reputation as the partner of choice for many forward-thinking companies. Our network of local specialists provides on-the-ground support. Don't let an inadequate customer experience or employees ruin your reputation or impact your success. Get in touch today to schedule a no-obligation chat with your local CX specialist or a free demo of our total feedback solution—instant insight.