December 14, 2023.- Renfe has held in Valladolid the VI Customer Experience Forum with frequent travelers of the service Avant Alicante-Segovia-Madrid, to know first-hand the opinions and suggestions of improvement of the service of High Speed Medium Distance (Avant), which these users use in their usual travels.
A total of 8 customers participated in the meeting, one of them visually impaired to learn first-hand about their specific experience. They were randomly selected through a process regulated before a notary and had the opportunity to exchange yesterday afternoon proposals and consultations with the human team of the Management of Public Service Area Center, from which the provision of the Avant service is organized and managed in the corridor Alicante-Segovia-Madrid.
Travel experience
The Customer Experience Forum, which takes place with the dialogue of all participants, shares experiences and impressions about the Avant service and analyzes the interactions that the traveler has with Renfe, from the beginning of the trip to the end of the trip.
Issues such as time frequencies, punctuality, incident information, the treatment of Renfe staff towards the client or the management of complaints were some of the issues addressed in this Forum and could be valued by regular users of the service.
Renfe took note of all the contributions and informed the participants of the implementation of some of the improvements proposed by the travelers who participated in the previous Avant Customer Experience Forum held in November last year, such as, for example, reducing the intensity of the interior light of the train on the first two frequencies that leave Valladolid and Madrid every day, a measure that is already operational.
The attendees of the Forum have valued the meeting in a positive way, thanking the attention and listening to their experiences and proposals. For Renfe, these interactions with their regular travelers are highly valuable as they provide a lot of information about the experience as customers of those who use the Avant service the most.
Renfe continues to hold these Forums in different areas of the peninsula with the intention of improving the customer experience before, during and after the trip, meeting the expectations of the majority of users who use these services, detecting the virtues and areas of improvement in which the company must continue working.