Queensland Rail improves service through customer feedback

Published on : Wednesday, February 26, 2014

queensland-railIf you’re a train commuter and you have an idea about how to improve the service, Queensland Rail wants to hear from you.

In 2013, Queensland Rail recorded more than 9000 pieces of feedback from customers across the state, including compliments, complaints, enquiries and suggestions.

Executive General Manager Customer Service Martin Ryan said Queensland Rail was on a journey to becoming Australia’s best performing railway and was pulling out all stops to take on board customer feedback.


“Our customers are central to everything we do and we are always interested to hear what feedback they have to share,” Mr Ryan said.


“Last month, we received a record more than 1000 items of customer feedback.

“The introduction of the new timetable on 20 January and our social media presence online for extended hours greatly contributed to this.


“We thank everyone for their comments.


It is always encouraging to receive positive feedback so we can pass this appreciation on for a job well done, and we are always first to acknowledge when things go wrong and where we need to improve.


“We have a dedicated Customer Feedback Team who work with the business to pass on and follow up customer enquiries and to provide a response to customers who request this.

“We are always looking for new ways to engage with our customers and every day are seeing an increase in social media followers.


In the past week we hit 11,000 likes on our Facebook page.

“Some of the more colourful requests we’ve received include installing solar panels on our trains and introducing a silent disco where all seats are removed and people can dance.

“We’ve even had customers suggest installing recliner chairs on some of our trains to relax on their commute home.

“We thank them for their imaginations when it comes to thinking of ways we can improve.

“The quiet carriage is a perfect example of an idea born from customer feedback and because of this we went on to become Australia’s first rail operator to introduce the initiative.

“We listened to customer feedback and went one step further by changing the quiet carriages to the second and second last carriages so that permanent signage could be installed.

“We want customers to know we’re listening and we have a Customer Charter in place to prove it,” Mr Ryan said.

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