Turning a train journey in to a pleasant experience

摘要

SEVERAL studies focused on customer needs make it clear that passengers have a steady hierarchy of quality needs. To communicate this to various industry professionals, NS developed an illustrative reference - the 'Pyramid of Customer Needs', displayed in Figure 1. The needs that relate to the core business of a train journey are moving and those qualities are shown in the bottom section of the pyramid (safety, reliability, speed and ease). Because being 'in motion' is the core business of a train journey, these qualities are known as dissatisfiers; they must be at an acceptable level and service failures will lead to low scores, while an excellent performance leads to, surprisingly, only moderate scores.