Objectives
In a context of opening to competition :
- rethinking the role of station manager throughout France
- accelerating green intermodality, in which the station has a central and leading role
- structuring and enhancing the service offer in stations and with B2B customers to make it more understandable and convincing
- deploying the new station services policy by strengthening basic services and incorporating future services with social and environmental issues
Our methodology
Enhance the brand’s offer and provide employees with the keys to adopt a new service policy:
- build a service offer that is adapted to the profiles and problems of clients, that is clear and economically efficient
- identify existing services and structure them around the new service policy
- create a single repository of station services and related document management to centralize information
- deploy and enrich the repository with feedback from the field and measurement elements
- simplify and standardize the elements of satisfaction measurement from a customer (perceived quality) and product (produced quality) perspective
