Building a Productive Relationship Between Agency and Client: Shaping Product Design that Connects with What Consumers Really Want

Join us at QUAL360 in Berlin on 8th February! Our consumer insight specialist Kate Downer, together with our client, Melissa Blow at Samworth Brothers, will be: Examining a worked example of a ‘test and learn’ design – guided by real-time insights, and responsive to ongoing feedback Discussing the best way to build a simple, effective, and…

ORR: Research into passenger experiences of Passenger Assist

In 2016-17, 1.2 million requests for assistance were booked by passengers to help them complete their journeys. This service is called ‘Passenger Assist’.

ORR commissioned us to explore passenger experiences of Passenger Assist across the whole process, from booking through to receiving assistance. We also evaluated overall satisfaction with this service . Our research has provided a robust evidence base that allowed  ORR to identify where arrangements for Assisted Travel can be strengthened.


Click here to read the full report.