Partnered for 5 years
Drives customers responsiveness and collaboration
Delivers measurable annual NPS business KPI
The Challenge
Hitachi Rail wanted improved clarity around its service quality and brand perception from customers, suppliers, influencers and other stakeholders in the UK and across Europe. Previously, progress was measured through a number of operational KPIs. Whilst successful, these had been quite traditional and required deeper insights to truly understand the ‘why?’ and the ‘how?’ when it came to service. Accelerator was challenged to help Hitachi Rail find the answers.
Hitachi Rail wanted improved clarity around its service quality and brand perception from customers, suppliers, influencers and other stakeholders in the UK and across Europe. Previously, progress was measured through a number of operational KPIs. Whilst successful, these had been quite traditional and required deeper insights to truly understand the ‘why?’ and the ‘how?’ when it came to service. Accelerator was challenged to help Hitachi Rail find the answers.
The Solution
Hitachi has partnered with Accelerator to carry out annual insight programmes, covering the UK, Italy and other European locations. The bespoke research uses face-to-face, phone and online methods to gain in-depth feedback on both ‘business’ and ‘human’ factors, identifying critical factors, key themes, strengths and any areas for future action.
