Rail Reputation IndexBy Tim Sander
The Rail Reputation Index is a multi-client benchmarking programme designed to enable train operating companies (TOCs) optimise customer loyalty and engagement.
With the Rail Reputation Index, TOCs will be able to:
- Deliver an enhanced customer experience
- Reduce negative word-of-mouth
- Execute positive change to their brand reputation
- Drive customer loyalty and engagement
BDRC has a long record in customer experience research, winning awards in several different sectors. Our Transport research team has conducted extensive passenger research over many years in rail, bus, tram and air travel and we have worked with TOCs throughout the UK.
The Rail Reputation Index combines Net Promoter Score benchmarking with detailed insight into how a range of service touch-points and emotional triggers impact the customer’s relationship with the brand and how this differs across key passenger segments.
Multi-client research programmes share costs across the subscribers, making them a very cost-effective source of insight. For more detail about the Rail Reputation Index, please speak at an early date to our directors Tim Sander or Jacqui Banerjee. Alternatively, register for further information and we will contact you.