Sarah Younghusband

摘要

When I joined Passenger Services just over a year ago I asked if anyone had heard of the Institute of Customer Service (IoCS) and all the good work it's doing, and everyone looked at me blankly. The majority of rail owning groups are members of the Institute but that's about it - they're not doing much with their memberships in terms of achieving the Institute's ServiceMark Accreditation. I felt this was something we should pick up on and explore the prospect of forming a partnership with the IoCS. We have the National Rail Passenger Survey, however what the IoCS offers is a little bit different, it's more about surveying the emotive side of the customer experience and that's something I'm passionate about.