Customer service lessons from open access competitors

One reason for the operations-led approach in the transport industry is the engrained wisdom that punctuality is the overwhelming driver of passenger satisfaction. “There is evidence, stacks of it, that shows punctuality determines satisfaction to such a degree that managers may feel that they would almost be right not to worry about anything else,” says Anthony Smith, chief executive of Passenger Focus.

However, the experience of the three open access operators – Hull Trains,...