Govia Thameslink Railway Cut Customer Response Times by 50% on Social Media with the help of Clarabridge Engage from Clarabridge

November 22, 2017 00:00 AM

Clarabridge Engage
Digital Customer Service
Social Media
Social Customer Service
Social Media Engagement
Social Media Management

London, 22 November 2017. Britain’s busiest rail company Govia Thameslink Railway (GTR) has halved customer response times after introducing new software.

Clarabridge Engage, a dedicated social communications platform from Clarabridge, monitors customer queries on social media across all four GTR brands—Southern, Gatwick Express, Thameslink and Great Northern.

GTR’s Social Media team can now see more customer queries from social channels. Staff can also communicate directly with subject matter experts using the Clarabridge Engage platform, managing the flow of information within one screen.

Clarabridge’s Clarabridge Engage helps GTR manage the 50,000 monthly interactions on social media, and with a comprehensive analytics tool it enables GTR to focus on the busiest times.

Bradley Hayes, GTR Social Media Manager said “The Clarabridge Engage platform enables my team to talk to our subject matter experts efficiently, so we can quickly provide informed answers to our customers.  I’m really proud that we’ve reduced our average response time to customer queries on social media by half”.

Helen Cox at Clarabridge Engage said “GTR is one of our busiest customers using the platform, and we are pleased that after a competitive pitch process they chose us as their preferred supplier.  We support companies like GTR, for whom social interaction has become an essential and efficient way to streamline responses. We look forward to supporting GTR with their future improvement plans.”

GTR owner Go-Ahead Group is planning to use the Clarabridge Clarabridge Engage platform at its other businesses.



Govia Thameslink Railway

Govia Thameslink Railway (GTR) operates Thameslink, Great Northern, Southern and Gatwick Express services as follows:

  • Thameslink – services between Bedford and Brighton, Luton/St Albans and Sutton, Wimbledon and Sevenoaks
  • Great Northern – services between London and Welwyn, Hertford, Peterborough, Cambridge and King’s Lynn
  • Southern – services between London and the Sussex coast (Brighton, Worthing, Eastbourne, Bognor Regis, Hastings) and parts of Surrey, Kent and Hampshire (Ashford International, Southampton, Portsmouth)
  • Gatwick Express – fast, non-stop direct services between Gatwick Airport and London Victoria

GTR is the largest rail franchise in the UK in terms of passenger numbers, trains, revenue and staff. The operator carries about 326 million passenger journeys per year, and employs around 6,500 people. Its aim is to improve services across all four networks.

Ticket revenue is passed to the government, which pays GTR a fee to operate the franchise. The fee is adjusted according to how well the train service is performing.

Southern has the fastest passenger growth in the UK with numbers into London having doubled in 12 years—compared with the industry as a whole doubling over the past 20 years. To meet this growth and to future-proof the network, GTR is modernising the rail service for passengers.

GTR has introduced more new trains in the past year than all other franchises put together, with 500 new carriages so far.

The transformative £7bn Thameslink Programme will bring hundreds more daily services from 2018, increasing the number of trains though the central London core from up to 15 to 24 trains per hour. Network Rail has also launched a £300m programme to improve resilience across the GTR network.

GTR is modernising how it works, with new technology in use at our stations and on our trains, smartcard ticketing and a new, flexible on-board role on many Southern services. This ensures fewer cancellations, and with more staff on board our trains now than ever before, passengers are enjoying a much better level of on-board customer service.

The GTR investment programme for stations includes funding for more CCTV, toilet refurbishments, new retail facilities, help points and car park improvements – as well as plans for increased motorcycle storage and improved transport integration.

Go-Ahead Group

Go-Ahead is a leading UK public transport operator, providing high quality services in the bus and rail sectors. Employing around 29,000 people across the country, over one billion passenger journeys are undertaken on our services each year. We are committed to operating our companies in a safe, socially and environmentally responsible way and are proud to have been accredited with triple Carbon Trust Standard for reductions in carbon, water and waste. In addition to the travelling public, our customers include the Department for Transport, Transport for London (TfL) and local authorities.

About Clarabridge

Clarabridge has a range of SaaS customer experience management solutions to help hundreds of the world’s leading brands put customer feedback to work. Amongst these, Clarabridge Engage enables companies to listen, analyse and gain insight into conversations online and in social media allowing them to develop relationships by identifying and engaging with customers in real time. This is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy. The result: better customer experiences. For more information, visit


Press contact:
Maggie Zaboura
T: +44 20 3588 0804