Why you should should align service measures to customer value!

By Duncan Troup on Tuesday, March 15th, 2016 in Service Performance.

Public Transport Victoria recently got pinged in the press for not aligning customer value to their service measures. By redirecting trains at the last stage of the journey through a shorter route they allegedly manipulated their punctuality figures to hide the lateness of services.

By “measuring to impress” they have ending up in in a bad spot and done more damage than a “measure to improve” approach would have taken. That is with an authentic desire to make the lives of commuters better.

If ever you needed evidence of why we should measure to improve, not impress, PTV has shown it here!

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