National Dutch Railways

“An Analytical Based Service Monitor and Improvement System for the National Dutch Railways: A Big Data Approach” by Joost Bosma (National Dutch Railways), Martin Heijnsbroek (MIcompany), and Peter C. Verhoef (University of Groningen, Customer Insights Center)

In many service industries firms aim to increase customer satisfaction. This research involved a project for the Dutch National Railways in which the team identified the major drivers of customer satisfaction, as well as predicted customer satisfaction. The results allowed the management of the Dutch National Railways to developed new initiatives, such as the development of a seating app and a stronger social media strategy, to substantially increase user-satisfaction towards the target level of 77% (even during severe winter freezes) at little or no overall additional cost.

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