When Southern was in the planning stages of adding Gatwick Express to its portfolio they turned to North Star for expert advice and knowledge of Airport Express services.
We were able to help Southern’s management team understand the differences between the needs of their existing customers and the specific needs of Airport Express customers. This included the key ingredients of an Airport Express service, an understanding of the customer requirements and their characteristics, the employee perspective, stakeholder analysis and the barriers to using an Airport Express. This insight was invaluable to Southern in preparing for the integration and helping advance the excellent standards set by the iconic Gatwick Express service to travellers worldwide.
Chris Burchell, Managing Director said, “We were extremely impressed by North Star’s credentials. Southern wants to be fully prepared to take on board the Gatwick Express franchise. By using North Star’s air-rail experience we are guaranteed to get first class advice on how to manage and run a successful airport express service.”
Southern has operated Gatwick Express since June 2008 and maintained Gatwick Express’ position as the leading UK rail service scoring a 93% overall satisfaction rating in the January 2009 National Passenger Survey results.
