Great expectations and how we meet them
Across most industries, technology has provided great advancements resulting in a raise in customer expectations. Most people now have access to instant information so, when expectations aren’t met, there is an immediate way to make their dissatisfaction known. Things are no different in the rail industry: for years the norm was maintained with Passenger Information Systems (PIS) left unchanged, often not fit for purpose. Old PA systems still in use today don’t always match the information on screens (if indeed screens are fitted to the train); legacy systems exist where information is fixed and can’t be updated in cases of delays or journey alterations; and there is rarely any contextually-aware information available on such systems.
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