Banner McBride helps GNER get back on track

Great North Eastern Railway has hired Banner McBride to run an internal communications programme as part of its drive to improve customer services.

Great North Eastern Railway has hired Banner McBride to run an

internal communications programme as part of its drive to improve

customer services.



Banner McBride’s first task is to conduct a survey of all GNER’s 2,600

employees to identify priority issues.



Rachael Culver Dodds, internal communications manager at GNER said it

was key to keep staff informed and involved in the changes taking place

at the company.



’GNER’s mission is to recreate the golden days of rail travel with a

high quality service,’ she said. ’We have to align everybody behind that

vision.’



Culver Dodds was appointed as GNER’s first internal communications

manager in July from Leeds law firm Booth and Co. She said GNER wants to

create systems so that employees have direct access to senior management

and can provide ideas about areas for improvement.



GNER has had a strategy of investing in communications in 1997, with an

advertising spend of pounds 2 million, handled by Leeds-based Charles

Walls Group, and the appointment of lobbying agency Westminster Strategy

to promote the rail operator among new Labour MPs in July.



The train operator, which operates routes between London, Yorkshire, the

North-East and Scotland, last month claimed a 20 per cent increase in

passengers since it launched its pounds 19 ticket to Scotland last

year.



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