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Customer Insight Survey

Journey4 has been appointed by Rail Delivery Group, RDG) to support the development of new customer insight survey for the rail industry.

For several years, the rail industry has had two main customer insight surveys, (NRPS and Wavelength) which has led to different views on levels of customer satisfaction levels. Through our ongoing work with the Great British Railways Transition Team, (GBRTT) Journey4 have been instrumental in making the case for a new, single customer insight survey for the rail industry. GBRTT, the Department of Transport, Transport Focus and RDG have come together to agree the specification for this survey and Journey4 have been appointed by RDG to programme manage the new survey development process.

Jonathan Booth, Journey4 Director, commented, “Having a robust and reliable source of customer insight that all stakeholders can have access to and confidence in is critical to the transformation of the railway industry and we are delighted to have been asked to work with the key stakeholders to develop this new survey”.