ProRail
ProRail is the manager of the Dutch railroad system. In this role, ProRail concludes agreements for the use of the track with all carriers. ProRail highly values having good relationships with carriers. In recent years, however, the relationship with some carriers seemed to have been disrupted by a few long-running cases.
Needs and motivations research
Based on the view that frustrations are a reflection of unmet needs, Forum conducted needs and motivations research among boards of carriers. The results formed the basis for another form of cooperation, shifting the focus in discussions with transport operators to joint goals and co-creation. Together, ProRail and transporters are now building the future of the Dutch railroads!
Forum has helped us to really take a leap in understanding the needs of our customers. They do this in a calm and incisive manner. Compliments on the report and the methods used in it.
