Customer Information

Customers want accurate, timely and frequent information about their journey as and when they need it, especially during disruption.

Customer satisfaction

What is SISJ

History

Customer Expectations

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Customer satisfaction
What is SISJ
History
Customer Expectations
Contact us

Satisfaction with information

overall increased by 3% points in the last calendar year

10% point increase

in satisfaction with information during disruption since SISJ launched in 2020

Customer Satisfaction Outcomes in 2024

96% of customers

are satisfied with the information they receive when their service runs normally (non-disrupted)

62% of customers

are satisfied with the information they receive during major disruption

Working Together

Customers must have the information they need to plan and make their journey, especially when disruption occurs. While improvements have been made in recent years, more still needs to be done. The industry is committed to continuing to work together to make it easier for everyone to stay informed during their journey and be able to travel with confidence.
Jason Webb, CEO Office Director, RDG

What is the Smarter Information, Smarter Journeys Programme?

The Smarter Information, Smarter Journeys (SISJ) programme is the industry catalyst for delivering better and simpler customer information to customers, on Great Britain's Railways. The programme’s aim is to provide customers with all the information they want, when and how they want it.

Our vision for customer information

To achieve this aim, the following outlines SISJ’s mission, vision and core values

How did SISJ come about?

The Office of Rail and Road (ORR), the rail regulator, commissioned Winder Phillips Consultancy to review customer information across the rail industry and made recommendations for improvement. Recommendations included that improvements needed to be made to customer information, especially during disruption and the ORR asked the industry to work together to deliver a customer information improvement plan. That plan included the creation of the SISJ programme.

SISJ tackles complex cross-industry issues and showcases how collaborative working can unblock opportunities to improve the passenger experience.
Jacqui Russell, Head of Consumer Team, ORR

Improving Customer Information – ORR Industry Report

Winder Philips Report

Who is involved in SISJ?

SISJ is an industry wide collaboration programme, jointly led by Network Rail (NR) and the Rail Delivery Group (RDG) but with the full involvement of train operators, the ORR, the Department for Transport (DfT) and Great British Railways. Governance is supported by the ORR, Transport Focus, Transport for Wales, Transport Scotland and RDG’s Enterprise Technical Design Authority.

SISJ work closely with other programmes across the industry to ensure alignment in enhancements that are being delivered for the customer. This includes working with the Fares, Ticketing and Retail Programme to align improvements to digital channels and the Accessibility Programme team to ensure information enhancements are inclusive for all rail customers

The SISJ Programme continues to play a leading role in driving a step-change in customer information across the industry. Through our collaborative approach, combined with valuable customer insight, we prioritise and focus our activities on tackling long standing customer information pain-points and deliver solutions that are consistently adopted across the industry.
Jo Shelley, Network Rail Lead, SISJ Programme

Customer expectations and deliverables

Since mobilisation, the SISJ programme has delivered the following customer information improvements, which have enabled the customer to be better informed and manage planned disruption at every stage of their journey:

Customer information
strategy moving forwards

As industry priorities change, technology evolves and customer behaviour shifts, the SISJ roadmap is frequently refreshed to ensure it continues to meet growing customer expectations.

The overall SISJ strategy is grounded in customer insight, with research undertaken with Transport Focus to ensure that customer needs are at the heart of what we are delivering. The strategy is also agreed with industry stakeholders and TOCs to ensure the industry is on the same page with regards to information enhancements.

Underpinning the strategy are the following four pillars which represent the programme’s goals and objectives. Individual projects sit beneath each of these pillars:

Develop and improve the core information services

To improve the information customers are provided when disruption impacts their journey

To provide customers with better information about their station or the train they are taking

To solve customer pain points through collaboration, innovation and technology

How is the customer impact measured?

To ensure we are always listening to customer feedback on customer information, and to measure the impact the SISJ Programme is having, we also run a continuous customer information survey called InfoTracker. This survey is completed by 10,000 respondents per year and is representative of passengers using the rail network. To gain access to InfoTracker please contact This email address is being protected from spambots. You need JavaScript enabled to view it..

The latest July 2025 InfoTracker results measuring customer satisfaction with information provision indicate overall satisfaction is 90%1. Below you can also view an Executive Summary of recent InfoTracker results.

(¹Source: Overall, how satisfied were you with the information provided…? Apr-Jun 25)

InfoTracker Full Results

Contact Us

If you would like further information on SISJ or the full InfoTracker quarterly report, please contact This email address is being protected from spambots. You need JavaScript enabled to view it.

Latest news

Find our latest Smarter Information, Smarter Journeys Programme newsletter (April 2025) below.

SISJ Newsletter