How can we do more in the rail industry without overlooking success?
What can the UK rail industry learn from the experience of other countries’ rail systems? Does nationalisation naturally lead to an improvement in customer service? Tim Shoveller, Managing Director – UK Rail at Stagecoach Group, queries whether having one large company running track and train equals high quality service.
He argues that the organisations with the strongest link to their customers are the ones which can survive through turbulent periods of change, and therefore highlights the importance of personalising information as a means of cementing the customer relationship. This feeds into a bigger goal of collaborating across industry – the regulator, Department for Transport, Network Rail, and Train Operating Companies – so that the customer is at the heart of the business.