Examining the Relationship between customer satisfaction and performance – supplementary report

23 February 2011

This report is an additional set of analysis conducted following the delivery of two
reports that examined the relationship between customer satisfaction and
performance for CrossCountry (XC) services and Manchester (Non-London
commuter market using Northern data). This report also incorporates previous data
analysis conducted using National Express East Anglia (NXEA) as a London
commuter market.

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