Setting the standard for international travel
Eurostar’s ambition is to be Europe’s most loved travel experience and is committed to delivering outstanding customer service to its passengers.
Eurostar wanted a refreshed view from their robust customer experience programme to track performance against its promise and sharpen its focus on putting customers at the heart of its business.
In 2018 Eurostar commissioned Kokoro to run its CX programme to provide a deeper understanding of the emotional experience with the brand and guide investment decisions (e.g. on seats, check-in areas etc.).
Eurostar leverages our FeelFactor measure and 5Drivers model to understand the end-to-end experience through a more emotions-led lens.
A fresh approach to thinking
Kokoro’s work has already given Eurostar a fresh, emotions-led understanding of the passenger journey and where gains could be made to enhance an already strong experience.