Using customer experience insights to enhance travel quality
Train operating companies continuously seek more business. The key combination is high performance and happy customers, yet Netherlands Railways’ (NS) strategy sets passenger satisfaction as the number one target and performance indicator. This ambition is supported with a wealth of insights into the main drivers of passenger satisfaction. The big challenge is how to successfully convert insights to action. Mark van Hagen, Principal Consultant Customer Experience and Joost van der Made, Head of Concept Development, explain more.