Figure 5
A heat map compares service failure clusters across three rail systems: US Rail, UK Rail, and Continental Europe. The heat map is structured as a grid with rows representing different service failure clusters and columns representing the three rail systems. The rows are labeled as Delay & Disruption, Crowding & Capacity, Ticketing & Refunds, Comfort & Cleanliness, Staff & Communication, Safety & Security, and Accessibility. The columns are labeled as US Rail, UK Rail, and Continental Europe. The color scale on the right ranges from light blue to dark blue, indicating the OPI values from 0.1 to 0.7. Darker colors represent higher OPI values. Notable regions include Comfort & Cleanliness for US Rail with the highest value of 0.76, and Ticketing & Refunds for UK Rail with a value of 0.51. Overall, the heat map shows variation in service failure clusters across different rail systems, with some clusters having significantly higher OPI values in specific regions.OPI by service failure cluster and rail system context. Source: Authors’ own work