A CUSTOMER information scheme is going full steam ahead at York Station, with customers giving it the thumbs-up.

York-based train operator GNER introduced its first customer information point (CIP) at York to gauge passenger reaction before installing similar help points at other stations along the East Coast Main Line route. Market research has shown that 97 per cent of passengers asking for information at the station said they thought the level of staff helpfulness was good, 93 per cent felt the facility was well located, and most that it offered the right range of information.

The CIP is manned by two uniformed GNER staff and provides real-time information on train running.

Mark Smith, customer service delivery manager at York station, said: "The CIP has been a huge success, both with GNER staff and passengers. It has proved to be a valuable tool in providing excellent customer service to all who pass through the station every day. Passengers want to be kept fully informed."

Updated: 11:22 Monday, January 07, 2002