Insight Intelligence Market Research Summit 2016, 9-10 May, London

This article covers a new approach to measuring rail passengers' experience by exploring the emotions associated with rail travel among London commuters.

Insight Intelligence Market Research Summit 2016, 9–10 May, London

Ian Bramley

Populus

Emma Bramwell

Transport Focus

Emotional intelligence: a fresh perspective on rail passenger experience

The poet Maya Angelou once said ‘People will forget what you said, people will forget what you did, but people will never forget how you made them feel.’

One could be forgiven for failing to make any connection between this statement and rail travel. However, any seasoned commuter will know that the daily to and fro between home and the office can occasionally feel like an emotional rollercoaster. Could the emotional impact of rail travel...

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