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Meridian Institute

Railroad Customer Relations Forums

In 1998, in response to customer complaints about railroad freight companies, the federal Surface Transportation Board engaged Meridian Institute to convene a series of forums on railroad service quality issues. Meridian designed and facilitated a national-level forum as well as several regional forums around the country, at which freight customers provided feedback and input to freight companies on a wide variety of service issues. The CEOs and/or other high-level executives of all the major North American railroad freight companies attended the forums.