The survey of 10,000 consumer shows that brands in the travel and hotel sector saw some of the biggest improvement with respect to customer experience this year. Eurostar is among this year’s biggest movers, placed at 24 and one of only a handful of travel brands in the top 25.
The biggest investment for Eurostar has been in a new fleet of trains, which came into service at the end of last year. Customers on board can enjoy stylish interiors by Italian design house Pininfarina, as well as connecting to free Wi-Fi and on board entertainment. Eurostar has also extended the opening hours of its customer contact centre and introduced a ‘connected concierge’ social media team that operates 24 hours a day.
Chief customer officer Marc Noaro comments: “At Eurostar the customer is at the centre of everything we do, and we are committed to providing the best possible customer experience at every stage of the journey. Personalisation is increasingly important for us - we want customers to remember us being a highlight of their trip, not just a means to get there.”