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Passenger attitudes towards rail staff

Like many other industries the railway is constantly being challenged to look at how it can be more efficient and make best use of its resources; one of its biggest resources being its staff. In many of our research projects passengers have described the positive contribution staff can have in making their journey experience a positive one. They are the human face of the railway. For those operators keen to improve passenger satisfaction, it is important to understand at what stages of the journey passengers value staff the most and the contribution they want them to make to their experience.

This report gives the passenger perspective. While it is right that the rail industry considers how it uses front-line staff, it would be wrong to do so without first considering the impact on the end user.

 The video below is a short summary of the research.

Passenger attitudes to rail staff from Transport Focus on Vimeo.

  • Passenger attitudes towards rail staff - February 2016.pdf
  • Train
  • Trains and carriages
  • Stations
  • Passenger experience

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