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The North/South divide?
24 August 2017
There has been a lot of comment in the press over recent announcements from the Department of Transport. Firstly, and positively, the Transport Secretary Chris Grayling confirmed the HS2 Phase....
What can public transport do to lift its poor customer experience perception?
21 August 2017
For the third consecutive year of our annual report on customer service and experience, public transport operators have come out as providing the worst customer experience.
Nearly four in 10 (38%)....
Rail passenger complaints: getting it right
14 August 2017
How a train company handles their contact with passengers when things can go wrong can cement their view of the company. This applies to how they handle complaints. Handling complaints....