Customer Information

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

What is SISJ

Customer satisfaction

History

Customer Expectations

What is the Smarter Information, Smarter Journeys Programme?

The Smarter Information, Smarter Journeys (SISJ) programme drives the rail industry’s work to deliver better, simpler customer information across Great Britain’s railways. Our ambition is clear: give customers all the information they want, when and how they want it.

Our vision for customer information

SISJ’s mission and core values above drive this vision.

Satisfaction with information

overall increased by 4% points in the last calendar year

14% improvement

in satisfaction with information during disruption since SISJ launched in 2020

Customer Satisfaction Outcomes

91% of customers

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

79% of customers

are satisfied with the information they receive during major disruption

Working Together

Customers need clear information to plan and make their journeys, especially during disruption. Despite progress in recent years, more needs to be done. The industry is committed to working 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

Image of Customer Information Screens at Liverpool Train station in London

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. The review highlighted the need for better information, especially during disruption. ORR called on the industry to work together on an improvement plan, which led to 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 brings the rail industry together, jointly led by Network Rail (NR) and the Rail Delivery Group (RDG), with full involvement from train operators, the ORR, the Department for Transport (DfT) and DfT Operator. The ORR, Transport Focus, Transport for Wales and Transport Scotland support its governance.

SISJ works with other industry programmes to ensure alignment and deliver joined-up improvements for customers. It partners with the Fares, Ticketing and Retail Programme to align digital channel improvements, and the Accessibility Roadmap programme team to make information enhancements 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 collaboration and valuable customer insight, we focus on tackling long-standing customer information pain points and delivering solutions consistently adopted across the industry.

Jo Shelley, Network Rail Lead, SISJ Programme

SISJ deliverables and customer benefits

Since its launch, SISJ has delivered improvements that keep customers informed and help them manage planned disruption at every stage of their journey. Below are examples of some of its deliverables and how they benefit customers:

What SISJ has delivered and customer benefits

SISJ: shaping the future of customer information

The SISJ roadmap is refreshed as industry priorities, technology and customer behaviour evolve, keeping pace with growing customer expectations.

Customer insight, including research with Transport Focus, puts customer needs at the heart of the SISJ strategy. Agreed with industry stakeholders and train operators, the strategy aligns the industry on information enhancements.

Four pillars underpin the strategy, defining the programme’s goals and objectives, with individual projects supporting each pillar:

Develop and improve core information services

Improve customer information during disruption

Give customers better station and train information

Solve customer pain points through collaboration, innovation and technology

Measuring our impact on customers

We listen to customer feedback on information and measure the SISJ Programme’s impact through two continuous surveys:

Rail Customer Experience Survey (RCXS)
This industry-wide survey measures passenger satisfaction across Great Britain’s rail network, capturing feedback from 13,000 passenger journeys each period.

InfoTracker
InfoTracker gathers feedback from 10,000 respondents each year, representing passengers across the rail network. The latest results, for Q1 2026/2027 (April–June 2026), show overall satisfaction with information provision at 91%.

Get in touch

Want to learn more about SISJ? Email us at This email address is being protected from spambots. You need JavaScript enabled to view it. — we’d love to hear from you.

Latest news

Stay up to date with the Smarter Information, Smarter Journeys programme. Read our latest newsletter (August 2026).

SISJ Newsletter