The DfT figures were based on passenger counts taken on Tuesdays, Wednesdays and Thursdays between September and December 2025, and represent travel on a typical autumn weekday.

Overcrowding fell slightly overall compared with autumn 2024, with an average of 16,800 (1%) passengers a day travelling in excess of capacity.

The DfT said seating capacity has grown 4% in the past year.

A spokesperson said: “The vast majority of passengers – 98.9% – typically travel on services that are not overcrowded.

“Where there are pinch points during peak hours, work is under way to improve capacity. GTR has added carriages to its busiest commuter services, while South Western Railway has boosted capacity by nearly 30% in the last year with new trains.

“Bringing track and train together under Great British Railways will support further improvements, helping create a joined-up service that puts passengers first.”

A quarter of passengers travelling in and out of London at peak times had to stand. But in other cities, only 5% of passengers could not get a seat.

A Thameslink spokesperson said its trains were designed to have ample standing room on board its busiest commuter routes.

“We are always monitoring how busy our services are and continually make changes to provide more space.

“In the last few years alone, we’ve lengthened trains on some of our busiest Bedford to London services and introduced an additional peak-time service to provide more choice and extra space.”

Yate-based Charles Saunders will also become part of the Country Range Group following the deal

A West Country chilled and frozen food wholesale business has been acquired by a larger North East group for an undisclosed sum. Charles Saunders – one of the biggest family-owned food service companies in the South West of England – will become part of North Shield’s Kitwave following the deal.

Under the terms of the agreement, Charles Saunders will join Kitwave’s food service division alongside Creed Foodservice, Total Foodservice, WestCountry Food Holdings and Fife Creamery.

It is understood there will be no changes to the company’s Yate-based depot, operations, sales or head office teams, and the existing leadership team will remain in place, with Darren Gaulton as executive director and Kim Carwardine as managing director.

The business will continue to trade under the Charles Saunders brand. As part of the acquisition, the South West company will also become a member of the Country Range Group.

“Charles Saunders has built a strong reputation over many years by putting customers first, investing in our people and delivering the high levels of service we’re known for,” said Mr Gaulton.

“The business has enjoyed significant growth over recent years while remaining true to the values that have made Charles Saunders what it is today. Becoming part of Kitwave represents the next stage in that journey.

“Our priority has always been to ensure the business is well placed for long-term sustainable growth. This partnership gives us an excellent platform to continue to build, invest further in our people and continue delivering the exceptional service our customers expect.”

Ben Maxted, chief executive of Kitwave, said Charles Saunders’ “customer-focused approach and strong family values” made it an “excellent fit” for the group.

“Charles Saunders is a highly respected foodservice business with an outstanding reputation across the South West, a loyal customer base and an experienced management team,” he said.

“The acquisition further strengthens our food service division and supports our long-term growth strategy. We’re delighted to welcome the Charles Saunders team to Kitwave and look forward to supporting the business as it continues to build on its success.”

Kitwave started from a single site in 1987 serving independent retailers and caterers. In January, it agreed to a £251m takeover bid from a US private equity business.

In today’s fast-moving business environment, customers expect quick, friendly, and professional communication every time they contact a company. Whether they are calling to ask a question, schedule an appointment, or request support, their experience during that first interaction often determines whether they continue doing business with the company. This is where a Conversational virtual receptionist becomes a valuable asset.

A Conversational virtual receptionist provides businesses with professional call handling, personalised customer interactions, and continuous availability without the expense of hiring additional in-house staff. By combining natural communication skills with efficient call management, a Conversational virtual receptionist helps businesses improve customer satisfaction, increase productivity, and create more opportunities for growth.

Conversational Virtual Receptionist

Every incoming phone call has the potential to generate a new sale, strengthen an existing relationship, or solve an important customer issue. Unfortunately, busy staff members cannot always answer every call.

A Conversational virtual receptionist ensures that every caller is greeted promptly by a friendly professional who can answer basic questions, take messages, transfer calls, or schedule appointments. Instead of reaching voicemail or waiting for a callback, customers receive immediate attention.

This reliable communication helps businesses capture more leads while providing customers with the responsive service they expect.

Create a Positive First Impression

The first phone conversation often shapes a customer’s opinion of a business. A professional greeting demonstrates that your company values customer service and pays attention to detail.

A Conversational virtual receptionist creates a welcoming experience by speaking naturally, listening carefully, and responding professionally. Every interaction reflects your company’s brand and commitment to quality service.

A strong first impression increases customer confidence and encourages potential clients to continue doing business with your organisation.

Improve Customer Satisfaction

Customers appreciate businesses that respond quickly and communicate clearly. Delayed responses or unanswered phone calls often lead to frustration and lost opportunities.

A Conversational virtual receptionist improves customer satisfaction by providing immediate assistance whenever customers call. Receptionists can answer common questions, provide business information, process appointment requests, and direct callers to the correct department.

Fast, helpful communication builds trust and encourages long-term customer loyalty.

Enhance Personalised Communication

Modern customers expect personalised service rather than generic responses. They want businesses to understand their needs and treat them as valued individuals.

A Conversational virtual receptionist delivers personalised conversations by using customised call scripts, addressing callers professionally, and following your company’s preferred communication style.

This personalised approach creates stronger relationships and makes customers feel appreciated from the very first interaction.

Allow Employees to Focus on Their Work

Answering frequent phone calls can interrupt productivity and reduce workplace efficiency. Employees often lose valuable time switching between customer calls and their primary responsibilities.

By using a Conversational virtual receptionist, businesses allow trained receptionists to manage incoming calls while employees remain focused on serving customers, completing projects, and achieving business goals.

This improved workflow benefits both staff productivity and customer service quality.

Provide 24/7 Customer Availability

Customers often contact businesses outside normal office hours. Missing these calls can result in lost sales and missed business opportunities.

A Conversational virtual receptionist provides round-the-clock call coverage, ensuring customers always have someone available to assist them. Whether calls arrive during evenings, weekends, or public holidays, businesses remain accessible and responsive.

Continuous availability gives companies a significant advantage over competitors that rely solely on traditional office hours.

Increase Lead Conversion

Every potential customer deserves immediate attention. When businesses respond quickly, they are more likely to convert enquiries into paying customers.

A Conversational virtual receptionist captures important caller information, answers initial questions, and schedules appointments without delay. This efficient communication process helps businesses respond faster and improve conversion rates.

By reducing missed calls and providing professional support, companies can generate more sales opportunities and maximise every enquiry.

Reduce Business Costs

Hiring full-time receptionists involves salaries, training, office equipment, and employee benefits. These costs can become significant, especially for small businesses.

A Conversational virtual receptionist offers a cost-effective alternative by providing professional receptionist services without the expense of expanding your in-house team.

Businesses receive high-quality customer support while controlling operational costs and allocating resources more efficiently.

Strengthen Brand Reputation

Excellent customer communication directly influences how people perceive your business. Companies that answer calls promptly and professionally are more likely to earn positive reviews and customer referrals.

A Conversational virtual receptionist helps maintain consistent communication standards across every customer interaction. Professional call handling reinforces your brand image and demonstrates your commitment to exceptional service.

Over time, this positive reputation leads to increased customer trust and stronger business growth.

Support Businesses of Every Size

Whether you operate a small local business, a growing company, or a large enterprise, a Conversational virtual receptionist can adapt to your needs.

Small businesses gain professional call handling without hiring additional staff, while larger organisations benefit from managing high call volumes efficiently. As your company grows, the receptionist service can easily scale alongside your business.

This flexibility makes a Conversational virtual receptionist an ideal solution for organisations across every industry.

Conclusion

Effective communication is one of the most important factors in building successful customer relationships. Every phone call represents an opportunity to earn trust, solve a problem, or gain a new client. A Conversational virtual receptionist ensures that every customer receives prompt, friendly, and professional service, regardless of when they call.

By investing in a reliable Conversational virtual receptionist, businesses can improve customer satisfaction, increase productivity, reduce operational costs, and convert more enquiries into loyal customers. In today’s highly competitive marketplace, a Conversational virtual receptionist is more than just a communication tool—it is an essential business solution that transforms customer communication and supports long-term success.

This article was written by

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