Sunday, November 10, 2013

Auckland Transport: transforming customers' expectations

Auckland Transport are well aware of the fact that the clocks up at the Otahuhu Transport Centre (a main public transport interchange) were variously wrong or broken (we blogged about it some time ago).  The clock that was wrong has been corrected, but the other has met a stranger fate.

In a remarkable display of initiative, Auckland Transport has dealt with the problem not by fixing the broken clock but by challenging customer expectations of a major transport hub, and simply removed the clock. People with reduced expectations tend to be less disappointed with the cruddy public services.

We think Auckland Transport lacks imagination: