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Flytoget Training
Academy
About the Company
Flytoget, Oslo’s Airport Express Train, is renowned for its commitment to providing fast, reliable, and customer-focused transport services. Since its modern inception in 1998, Flytoget has been a trailblazer, striving for excellence through clear goals and sky-high ambitions. With an impressive punctuality rate of 97% and customer satisfaction of 97.4% in 2014, Flytoget has earned the trust of millions of travelers annually. However, the company continually seeks improvement to maintain its leading position and deliver exceptional service.
The Challenge
In 2007, Flytoget faced two critical challenges:
Employee Collaboration Issues
An internal Employee Satisfaction Survey revealed significant challenges in teamwork and collaboration, particularly involving the IT department’s interactions with other areas of the company. These issues risked undermining operational efficiency and employee morale.
Customer Satisfaction Concerns
Both metrics lagged behind other countries in Northern Europe, undermining operational effectiveness and team morale.Despite a history of strong performance, Flytoget received critically low scores in Customer Satisfaction Surveys, threatening its reputation and position in a highly competitive industry.
Flytoget required a targeted intervention to address these challenges, enhance internal collaboration, and restore its customer satisfaction ratings.
The Solution
Flytoget engaged Improve to design and deliver a customized training program specifically tailored for the IT department, with a broader focus on fostering collaboration across the organization. A Steering Group was established to set clear goals and ensure alignment with Flytoget’s mission.
The Working Model
Performance Analysis
Conducted a comprehensive analysis to identify strengths, weaknesses, KPIs, goals, and actionable steps.
Customized Content Development
Created practical, tailored training modules to address identified needs.
Practical Training Implementation
Delivered hands-on training sessions to build commitment to the defined actions.
Follow-Up and Feedback
Measured progress, communicated results, motivated participants, provided feedback, and integrated strategies into actionable workflows.
Process Security and Adjustment
Monitored progress, adjusted goals and actions as needed, and executed refined strategies to ensure continuous improvement.
The Results
Over the course of the three-year partnership, the training program delivered transformative outcomes:
Employee Satisfaction
After the first year, Flytoget’s employee satisfaction index improved dramatically, with visible impacts on internal cooperation, motivation, and collaboration across departments.
Customer Satisfaction
Flytoget climbed from 8th place to #1 in the largest Customer Satisfaction Survey spanning 180 industries, reflecting a significant enhancement in service quality and customer experience.
Sustained Improvement
The program’s success inspired continued collaboration with Improve for an additional two years, embedding a culture of teamwork and customer-centricity within Flytoget.
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