Rachael Gordon

Said the following about TPE Communications Team:

“In April 2016 the DFT awarded TransPennine Express a new seven-year franchise with a clear vision of ‘Taking the North further’. This chimes with the government’s vision for a Northern Powerhouse as transport plays a vital role within this. But it brings a great deal of change for TPE’s customers and colleagues.

TPE's four person in-house communications team were tasked with developing ideas that would engage customers and individuals within the organisation to capture why TPE do what we do as we embarked upon our new business plan. By creating engaging and innovative internal and external communications, the TPE Comms team have done just that, and with remarkable results. All of their initiatives, including the introduction of a new colleague app, and an engaging internal communications campaign called Platform Providers, have resulted in a real life, tangible improvement in customer satisfaction.

In January 2017, TPE saw an improvement in the overall customer satisfaction rating - which has risen to 84 per cent and show that overall satisfaction has improved by one per cent in the last 12 months.

Brand tracking shows our new franchise communications campaigns have helped shift perceptions of TPE, repositioning the brand as modern and a genuine inter-city operator. TPE are one of the fastest growing train operating companies in the UK, proactively working to promote and connect the North, and for this TPE deserve to be acknowledged at the RailStaff Awards.“