Whoosh Media, London Midland, Icomera and VCCP win Awards for Customer Experience and Innovation.
Motion, London Midland’s ground-breaking onboard Infotainment Portal, has won twice at the UK Customer Experience Awards 2017 with a Gold Award for UK’s Digital Customer Experience Innovation and Innovation and Silver in the Hospitality, Travel and Leisure category.
The Portal, built by Whoosh Media in collaboration with London Midland, Icomera, and VCCP, beat strong competition from BT, EE, Virgin Media, and Fitness First. Since its launch, the service has been identified as a primary driver of positive sentiment towards London Midland across social media, where customers continue to express surprise and delight at the service.
A recent YouGov brand study reveals a notable increase from April in positive brand impression by both business travellers (up 6% to 50%) and leisure travellers (up 7% to 58%). Since Motion’s inception, a dedicated, collaborative effort between Whoosh Media, London Midland, Icomera and VCCP has resulted in the delivery of an offering which has been accessed by more than 400,000 users. The Portal is now available on 55 million passenger journeys.
Edmund Caldecott, CEO, Whoosh Media
“Having enjoyed great success with customers since launch, we’re really thrilled that the value of the product is now being recognised with nationwide awards won against serious competition.”
“Having enjoyed great success with customers since launch, we’re really thrilled that the value of the product is now being recognised with nationwide awards won against serious competition.”Edmund Caldecott, CEO, Whoosh Media
“We’ve worked incredibly hard over the past 12 months to bring forward a free Wi-Fi and entertainment system unique not only to the rail industry, but the travel and leisure sector as a whole. We weren’t satisfied with only providing Wi-Fi on our fleet and when the opportunity arose to go above and beyond customer expectations and implement the Motion entertainment package, we embraced the challenge. An overwhelmingly positive customer response confirms we made the right choice. Winning these two national awards for our work is really the icing on the cake after a fantastic year at London Midland and our customers have been at the heart of all that we’ve achieved. The Wi-Fi and Motion project was ambitious but we met and exceeded our goals throughout, aided by VCCP, Whoosh Media and Icomera, who all proved invaluable.“Everyone who has had a part in this project should feel incredibly proud of our success. London Midland has set a high benchmark for the industry that will be very hard to beat.”Ian McLaren, Finance and Contracts Director, London Midland
“Our aim was to enrich the passenger’s journey by making high quality Wi-Fi and Hollywood media content much more accessible to them while traveling. Delivering these services directly to passengers’ phones, tablets and laptops via their web browser, without asking the passenger to download a separate app before they travel, was a key factor behind the high level of engagement we are seeing.”Dave Palmer, Managing Director, Icomera UK
“We are delighted to have helped London Midland champion customer service excellence and challenge the conventions of the rail industry. It’s very satisfying to see positive recognition of our Simply Better Journeys positioning and integrated work with London Midland, Whoosh and icomera on the launch of the Motion platform.”Ed Maxwell, New Business Director, VCCP