Happy passengers travel more: How to measure and improve Customer Experience by Rail

Transforming Railways through Enhanced Customer Experience

Railways are undergoing a renaissance driven by shifting passenger expectations and rapid technological advancements. This report “HAPPY PASSENGERS TRAVEL MORE: How to measure and improve Customer Experience by Rail” explores a comprehensive roadmap to enhance the railway customer experience (CX), detailing strategies, innovations, and frameworks that align with global mobility goals and passenger-centric values.

This Executive Summary highlights the transformative potential of customer-centric strategies in rail travel. By embracing technological innovation, environmental responsibility, and inclusivity, railways can redefine the passenger experience. and solidify their role as a pillar of modern mobility. The journey to excellence begins with a commitment to understanding and exceeding passenger expectations.