Faustina Owusu

Said the following about Oval Station:

“I am nominating, the staff at the Oval station for a railway team award. The Oval team has consistently demonstrated excellent customers’ service and Performance, which has improved the standard of customers’ care that we deliver to our customers.

The team emphasise, maintaining a good customer service and customer relation during a period of transitional upgrade and ticket office closures. Improving customer satisfaction as they enter and exit the station engaging the customers and building a better customer/staff relationship is second to none.

Along with the playing of Classical Music and a designated Thought of the Day board which is maintained by Oval station staff and consist of a Daily Quotes The team continues to enhances their customers traveling experience by utilising the LUL Flower in Bloom initiative to add plants and flowers onto the station, complimented with live music in a designated area of the station and a book exchange program located in the station lobby, where customers have the opportunity to obtain and exchange books to read.

These initiatives are widely acclaimed by customers who stated that they look forward to using the station and seeing the Quotes each day, along with the daily classical music conveyed over the station personal announcement system; other stations on the Network have also been inspired to replicate the idea. The improved ambiance of the station has the added effect of inspiring teamwork at the station in improving customer service.

Notably, I was impressed how the team responded to a serious incident recently when a customer unfortunately jumped under a train at the station. The team evacuated the station, detrained customers from the affected train and started the process of assisting the customer who had jumped from under the train. This action resulted in minimal injury to the customer involved in the incident, the restoration of the train service in a twenty minutes time frame and lost customers hours kept to a minimum. When asked about the incident the team commented ‘Unfortunately, these situations arise from time to time. When they do occur we have a duty of care to the customer that the incident directly affected, however, we also have a duty of care to other customers who maybe directly or indirectly involved in the incident e.g. other customers trapped in trains for long duration, so it is imperative that the situation is resolved in a timely manner. Our focus always remains on the needs of all of our customers.’

This approach and dedication to customer service has won the team at Oval numerous customer commendations on a daily basis.

‘I get a lift every time I come through @Oval station! Love the thoughts of the day, lovely music and book swap! Ta for cheering my commute!’

‘Thank You, Thank You and thrice Thank You. Dear all when I came up the escalator on the afternoon of Tuesday 11th August I could not have imagine the lovely, kind gesture and a present of a Peace Lily. I’ve always enjoyed coming to the Oval station because of the classical music, the green plants, ‘the thought for the day’ and the book exchange book shelf. It has always made

Arriving for my stint on the helpline at NAPAL feel upbeat and positive. That afternoon was actually my last visit to the office in Canterbury Court – has they has since moved offices to Farrington. I’m utterly certain there is no better station – or better staff – than you super lot, at the Oval. So thank you very much for a wonderful surprise – I’ll dine out on that event many many times – and I’ll always remember your thoughtful words which accompanied the gift.

May you all have good health and keep up your wonderful way with your passengers.’

‘I get a lift every time I come through @Oval_station ! Love the thoughts of the day, lovely music and book swap! Ta for cheering my commute!’

‘@Oval_station thank you so much for making my journey pleasant, insightful and fun!! I just wanted to say THANK YOU xxx’

How cool is @oval_station? Pot plants, books, Carmina Burana & a thought for the day. Love love love it

‘Other stations can learn loads from @Oval_station! Thought of the day, classical music, always super clean and lovely station staff’“