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...