Hitachi Rail

  • MembersPartnered for 5 years
  • Customer FocusDrives customer responsiveness and collaboration
  • Net Promoter ScoreDelivers measurable annual NPS business KPI

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.

Feedback is provided from each independent interview, which is used at the very highest levels as the basis for conversations with our customers and suppliers. The programme supports our commitment to continuous improvement and maintaining the very best relationships with our partners.

Paul Barker,
Group Communications Brand & Marketing Director,
Hitachi Rail

Solution

Since 2013, 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.

 

Hitachi Rail

Results

The ongoing programme has provided actionable insights that have helped Hitachi Rail shape its service and communication strategy year on year. The results feed into the goals of the senior management team, in order to ensure that each part of the business is driven by customer and supplier needs, as well as operational requirements.



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