Measuring Eurostar’s gold standard in international train travel
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 customer experience programme – one that could give a robust read on its performance against its promises and put customers at the heart of the 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 unpick the emotions at play at each point in the end-to-end experience.
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.