Who provides customer service direction?

In the last issue of New Transit we looked at the structure of UK transport groups and the responsibilities of head office directors at group level. One thing that is clear from our survey is that there is nobody at director level in any group with dedicated responsibility for customer service across the country, in the same way that head office staff are responsible for engineering, finance and HR matters.

Only at Stagecoach is there even an employee within the top twenty of the company whose...