According to the MD of communications network Engine UK, the main barrier to improving the customer experience on the railway is access to data. Simon Peck says that most operators will sell a maximum of 25% of tickets directly through their website, meaning three-quarters of their passengers are digitally out of reach, which makes it hard to develop an accurate overview of what the average passenger looks like. Peck argues that the 25% the operators do know about should be receiving more bespoke communications.
We've read it in: Transport Times, June 2017, Page 14
