Next, railway service levels should be regularly improved on the basis of objective evidence from customer satisfaction indices that evaluate congestion, speed, punctuality and so on. These type of assessments will encourage operators to improve services, make investments and eventually change the recognition that the market is monopolised. One effective option is believed to be the establishment of a neutral organi- sation apart from public authorities and private companies that assesses quality of services serves as an intermediary among operators, passengers and policymakers. Britain employs such a system where a neutral organisation called SRA (Strategic Rail Authority) sets service level targets, measures customer satisfaction and periodically rewards or penalises operators based on their achievements (Ieda, 1998).
Ieda et al (2001) Transport Policy How can the quality of rail services in Tokyo be further improved.