Maria Hofberg’s rail company doesn’t just have satisfied customers: it has the most satisfied customers in Sweden. Not just the most satisfied rail customers: the most satisfied customers of any transport firm in the Swedish Quality Index, beating buses, airlines and ferry firms.

The company in question is VR Snabbtåg and Maria is Chief Commercial Officer.

She joins me on The Freewheeling Podcast to talk about customers, quality, the importance of getting the basics right and the necessity for direct, personal conversations with users.

Oh, and they’re already at 160% of pre-Covid income, so all this focus on quality is working.