We explore the three major challenges currently face the UK ferry industry and look at what opportunities might come of this

People are creatures of habit, and nowhere is this more evident than on our daily commute to work.

Latest news and results from BVA BDRC's Rail Reputation Index which was published summer 2019.

The odds are yes, you have been nudged. The truth is that nudges – or subtle changes that steer people’s behaviour in a particular way without force or coercion – can be found everywhere. So how can they help the transport and mobility industry?

Punctuality in the rail sector is formally measured by transport authorities as a measure of good performance. However, it is only ever a pure assessment of train performance – it is never measured from the passenger perspective, which matters most.

Tim Sander introduces BVA BDRC's new Rail Reputation Index which uses a Net Promoter Score (NPS) Benchmarking formula already successfully deployed by BVA BDRC across other service sectors.

Is there more to customer experience than product and people? Findings from our Travel Sector NPS benchmarking study give contextual understanding of what drives customer satisfaction for the air, train, car hire and hotel industries.

We’ve worked with lots of travel organisations who need to understand customers’ needs when things go wrong. Pay attention to our five solutions to customer experience when things go wrong - responding well can turn prove more positive than if the situation had not occurred.

We use customer feedback and Net Promoter Score findings to review the train market.

We discuss the dangers of reading too much into social media interactions.

We have created Mystery Shopping programmes that focus primarily on driving sales and loyalty, based on our extensive work in customer experience. It is again and again surprising the extent to which opportunities are missed and in fact sometimes business is simply lost.

BVA BDRC runs the National Passenger Survey (NRPS) on behalf of Transport Focus. This week the latest results were announced. It’s big news in the rail industry (an Official Statistic), with many train operators targeted on passenger satisfaction as part of their contractual franchise obligations.

Apps are becoming an integrated part of our everyday life. Personally, I rely on apps for everything from reading the news, keeping in touch with friends and family and planning trips on public transport.

Hilton remains the market leader across Western Europe,

Across the UK, the short-break market performed excellently off the back of an eventful summer