Local Transport Today is the authoritative, independent journal for transport decision makers. Analysis, Comment & News on Transport Policy, Planning, Finance and Delivery since 1989.

Customer service lessons from open access competitors

15 March 2011
 

One reason for the operations-led approach in the transport industry is the engrained wisdom that punctuality is the overwhelming driver of passenger satisfaction. “There is evidence, stacks of it, that shows punctuality determines satisfaction to such a degree that managers may feel that they would almost be right not to worry about anything else,” says Anthony Smith, chief executive of Passenger Focus.

However, the experience of the three open access operators – Hull Trains,...

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Deputy Team Leader - Transport Planning
London Borough of Havering
Town Hall, Romford, Essex, RM1 3BB, GB
Grade 9 £51,093 - £55,155 pa
Deputy Team Leader - Transport Planning
London Borough of Havering
Town Hall, Romford, Essex, RM1 3BB, GB
Grade 9 £51,093 - £55,155 pa
Head of Fleet Management
Brighton & Hove Council
Hollingdean Depot
£61,050 - £66,734
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