Elevate Playbook - loop

Our Customers, Our People

Our Customers

We have data that tells us what our customers are saying and feeling. But who are our customers? There has been a lot of research into who our customers are so we can best understand their needs and ensure that we can provide consistent quality customer service for all our community.

Customer Personas

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It’s interesting to think about the personas we might fit into and the customers we deal with the most.

Transport for NSW customer research has identified 7 ‘customer’ personas based on: • Common traits they have in how they use or don’t use our services • How they feel about public transport and their demographics

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