“With social media all the rage and a good barometer of how customers are feeling in real time, perhaps conventional surveys are old hat and the emotional trackers are a more accurate acid test of customer satisfaction - even if sometimes those who shout or tweet loudest or more frequently end up misrepresenting the views of the silent majority.”
Contributor Alex Warner dissects the latest National Rail Passenger Survey results from Transport Focus, and considers if such a survey remains the best way to record customer satisfaction.
- We've read it in: Passenger Transport, July 8 2016, Issue 138, p32
