Are operators really delivering on customer service quality?

The passenger transport industry likes to think of itself as moving from an operations-led business to a genuine service industry. James Dark examines whether operators are targeting the right measures and how their standards compare with other consumer industries.

How should a modern consumer industry set its objectives for providing its users with the services they want, retaining business and winning new custom? The passenger transport industry has its own well-established way:  find out what matters most to existing customers, measure performance in delivering it, and get that performance right. This has led to punctuality and reliability taking centre stage, coming through in survey after survey as the most important issue to passengers, and the...

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