Avanti West Coast

Avanti West Coast

Avanti West Coast, previously known as Virgin Trains

← Go Back to Customer Cases

44%

Increase in happiness

XLA

Based on Happiness Score™

"The data tells us how we're doing. If something isn't good, it shows what we should do to improve it. HappySignals is fundamental to quality"

John Sullivan

Approach

“The data tells us how we're doing. If something isn't good, it shows what we should do to improve it. HappySignals is fundamental to quality and continuous improvement: we have an issue, we fix it, we move on – and we also do everything we can to make sure it doesn't happen ever again in the future,” he describes.

Solution

“We circulate our happiness signals within the business. We've got interactive screens that any one of my fellow execs can see. If they want to find out what's going on in IT, they don't have to wait for weekly or monthly reports and spreadsheet, because it's on the screen, in real time: the numbers, the key issues, it's 100% open,” Sullivan explains.

Facts

  • 3500 employees
  • Platform: ServiceNow
https://www.avantiwestcoast.co.uk/

Avanti West Coast is the operator of the West Coast Mainline service in the UK.