|
Title: Handling of customer delays - a key to passenger satisfaction Post by: grahame on June 19, 2026, 05:15:21 I noted a BBC report yesterday at https://www.bbc.com/news/articles/c36y5ezr0k7o (https://www.bbc.com/news/articles/c36y5ezr0k7o)
Quote Transport Focus chief executive Alex Robertson said: "This is the first report of its kind. "I'm optimistic the railway understands the importance of using it to create a more customer focused culture and we'll be holding them to account to make sure they do." The chief executive also stated more than nine in 10 people would report a positive experience if a delay was "handled well – a remarkably high figure given their train is late – but this falls to one in four when it isn't". I note he finds it "remarkable" that the figure is so high. I don't - it just confirms the incredible importance of helping customers if their journeys are held up, in addition to the operational matters of getting things running sweetly again. This page is printed from the "Coffee Shop" forum at http://gwr.passenger.chat which is provided by a customer of Great Western Railway. Views expressed are those of the individual posters concerned. Visit www.gwr.com for the official Great Western Railway website. Please contact the administrators of this site if you feel that content provided contravenes our posting rules ( see http://railcustomer.info/1761 ). The forum is hosted by Well House Consultants - http://www.wellho.net |