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Great Western Coffee Shop > All across the Great Western territory > Across the West > Handling of customer delays - a key to passenger satisfaction
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Author Topic: Handling of customer delays - a key to passenger satisfaction  (Read 409 times)
grahame
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« on: June 19, 2026, 05:15:21 »
I noted a BBC» (British Broadcasting Corporation - home page) report yesterday at  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.
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