Bring Customer Relations in to the 21st Century

East Coast runs fast, frequent passenger train services on the East Coast
Main Line between London King’s Cross, the East Midlands, Yorkshire,
the North East of England and Scotland. Each year around 18.2 million
passengers use their service.

They needed a way to collect feedback in a way that was quick and
convenient for their customers and most importantly captured at the
‘moment of truth’, as they were experiencing the service. They now use
Rant & Rave to gather feedback via text message from every carriage,
on every train, on every journey.

The comments are understood in real-time by award winning text
analysis, allowing East Coast trains to respond to their customers
immediately, thanking them for their positive comments or letting them
know how they intend to fix the problem.

In fact Rant & Rave provides East Coast with feedback so fast that
they’re now able to fix problems at the next station rather than at the
end of the week.

“Receiving feedback via SMS has helped us save time, improve our
customer’s experiences and even save paper. Rant & Rave has helped
us bring customer relations in to the 21st century.”