Tuesday, 20 July 2010

30% dissatisfied with rail ticket purchasing

Telegrammed by Our Man at 222 Marylebone Road
Clearly the train operators are living in a parallel universe when an SWT press release can glibly say:

"Passenger Focus research, shows around seven in every 10 customers are satisfied with rail ticket purchasing facilities".

And they expect us to consider this a major achievement?

Out in the real world, for any business to have an activity which left 30% of customers dissatisfied would see a rapid change in the management responsible.

Especially since this is the operation which delivers cash flow.

Petrol-head should invite Archie Norman or Sir Stuart Rose to run the retail side of franchises?