Elevate Playbook - loop

Customer feedback covers many topics

Evolving Customer, Evolving Transport

Transport

Future Transport 2056 outlines six state-wide principles to guide planning and investment. These are aimed at harnessing rapid change and developing new technologies and innovation to support a modern, innovative and resilient transport network.

Customer Feedback

Customer feedback helps us understand customer needs, expectations and what they value. It supports us provide customers with exceptional service and identify areas for improvement. Mystery shoppers observe and measure customer interactions through assessing aspects of customer service while travelling around the network every day. Mystery shoppers provide feedback by location and roles, such as Transport Officers. We also ask customers for feedback through an online survey called the Customer Experience Management Program (CXMP). Customer feedback is available through dashboards which help us analyse what we do well and where we need further focus.

We need to be fit for the future as technology is moving at a rapid pace, and the options for our customers are increasing . We all appreciate that the way of the world changes day by day not in years anymore. Customers are expecting clean trains and frequent services. What sets us apart is you.

So, what are our customers saying?

View a selection of real customer compliments and complaints used in the Elevate workshop.

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Our 10 Year Blueprint from TfNSW Staff

Explore: How do the words make you feel? What Customer Service Principle could have been used to improve the customer experience? Click below for more information:

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Click here to read more

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Customer Satisfaction Index | Transport for NSW.

Guiding principles | Future Transport (nsw.gov.au)

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