Customer satisfaction jumps to 93% after Enfield Chase station overhaul

Customer satisfaction at Enfield Chase station has climbed sharply following the first rollout of Govia Thameslink Railway’s new Model Stations approach, with passenger approval now standing at 93%.

The Model Stations concept has been developed as a framework to shape the future upgrade and modernisation of stations, setting out customer-led standards covering areas such as layout, accessibility, safety, staff training, customer service and the overall station experience. Enfield Chase is the first station to adopt the full model.

As part of the changes, the station has been redesigned to be easier to navigate and more inclusive, with a brighter and more welcoming environment. Staff at the station have also completed GTR’s new Great Journey Makers training programme, aimed at raising standards of customer service.

Enfield Chase is one of three London stations selected to trial the concept, alongside Elstree & Borehamwood and Gipsy Hill, which are set to follow. The sites were chosen to demonstrate how the approach can be applied to stations with differing levels of step-free access, while aligning with GTR’s wider goals of reliability, passenger-focused improvement, efficiency and value for money.

Inside the station, clutter has been removed and the space divided into clearly defined zones to help passengers move through their journey. These include areas for planning trips, buying tickets and starting journeys, supported by prominent real-time information displays.

A dedicated ‘Plan your journey’ area now features an interactive electronic information screen and network maps. The ticket office has been fully refurbished and sits beneath a clear ‘Get your tickets’ sign, alongside two refreshed ticket machines and an interactive departure screen that includes British Sign Language.

Wayfinding has been simplified throughout, with information signs repositioned more logically. Directions to buses, Enfield Town Overground services and the town centre are now located above the station exit, replacing what had previously been a scattered and confusing layout.

The ‘Starting your journey’ zone includes new departure screens positioned behind and above the ticket gates, displaying upcoming services and departure times. A central screen also highlights CCTV coverage to reassure passengers about safety and security.

The refurbishment extends across the entire station, with new paintwork creating a lighter atmosphere. The subway, previously described as gloomy, has been updated with bright imagery, a digital poster board and improved signage.

Enfield Chase was intentionally selected to demonstrate how inclusivity can be improved at a station that has not yet received national Access for All funding for lifts. GTR project managers worked with people with lived experience to shape the improvements, while the National Autistic Society carried out an audit highlighting the importance of intuitive wayfinding, reduced visual clutter and calming colours to minimise sensory overload.

An accessible parking space has also been added at the front of the station, recognising that some disabled passengers may still be able to use stairs.

GTR Chief Customer Officer Louis Rambaud said:

“We want to create a blueprint for stations across the country, one that creates environments that passengers find welcoming, clean and comfortable, safe, secure, digitised, accessible and inclusive with ‘model staff’ serving their communities and customers. We can’t transform the UK’s entire network of stations in one go but creating a clear outline of expected outcomes will ensure that future investment is spent wisely and efficiently, delivering the best outcome for taxpayers and passengers alike. Key to the success of the model stations concept are the people who work at them. We have brilliant teams at each of our three pilot stations who have been through our new Great Journey Makers training programme, and we want to promote their amazing attitudes. We’ll be inviting our managers to visit the three completed locations as they come online, to take pictures and consider how they can bring their stations up to a similar standard. And this is not just about monetary investment. Significant improvements can be made right away at low cost simply by looking at stations through the eyes of our customers. For example, working with community groups like station partners makes a huge difference and really helps root stations within their communities through a range of locally led customer focused initiatives.”

Feryal Clark, MP for Enfield North, said:

“I am very pleased to see the improvements. The work looks great and will make a noticeable difference for passengers, helping to create a safer, more welcoming and more accessible environment.”

John Cole, co-chair of the Enfield Society, said:

“Enfield Chase station is a wonderful example of what community action can achieve. This platform art is not just decoration; it’s about pride of place and a sense of arrival. That same welcome has now been extended through the excellent work by Great Northern.”

Image: Govia Thameslink Railway