Paying attention to the little details on public transport drives customer satisfaction, according to passenger transport designer Ray Stenning. “A detail, or something that, if thought about intellectually, seems of piffling importance yet its effect on our perception of whatever it is part of makes a huge difference to how we feel about it,” says Stenning. He explains that this is true of all parts of life, from a well-folded napkin in a restaurant, to perfectly sprinkled chocolate on a cappuccino, and says that passenger satisfaction is about people “clamouring to come on board our buses and trains because they are fabulous and the travelling experience is to die for”.
We've read it in: Passenger Transport, November 25 2016 Issue 148, p22
