Bringing Actionable Recommendations to Revitalise Innovation and Entrepreneurship in the Rail Sector.
Other industries are ahead of rail on the issues that matter most to customers.
We’ve stopped listening.
The UK rail industry needs to innovate or it will die.
Many people will question this. After all, the UK rail industry has one of the best safety records in Europe, customers keep buying rail fares, and customer satisfaction keeps going up (on the current measures which don’t compare rail to other industries).
However, customers now expect the same level of service from rail that they do from their taxi app, broadband provider or takeaway delivery service. Rail is also in competition with other modes of transport: taxis, planes, and coaches. Much like Netflix and Uber have done, rail needs to implement innovative solutions now which address what people will want tomorrow.
The Department for Transport (DfT) has started to improve the standard, by awarding franchises to the most innovative bids and introducing outcome-led specifications in new invitations to tender (ITT). This is just the beginning. To really make a change, we as an industry need to consider how we are going respond to this new direction. This starts with asking, what barriers are preventing us from delivering truly exceptional customer experience and how can we work together to overcome them?
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