Eurostar - a blizzard of criticism

Just before Eurostar published its review of its christmas chaos, we examined this case study of crisis communications: Neil Gibbons of Communicate Magazine reports.

Sometimes we all want to escape the Christmas rush and get away from it all. On 18 December 2009, that dream came true for more than 2,000 rail passengers who were unexpectedly treated to 16 hours in a dark tunnel under the sea...
Echo Research is a specialist in measuring sentiment. Director Howard Brand suggests delving into customer feeling to shape future communication.
“Hopefully, Eurostar has seen the benefit to be gained by surveying the passengers caught up in the crisis, as well as other groups like future passengers, regulators and the media,” he says. “There may be some strongly-worded answers, but all intelligence will help to refine communications and emphasise the importance of these messages - without them, Eurostar would quickly have gained a reputation as incompetent, unreliable and uncaring.”

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