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Tranz Rail gets good feedback from customer survey


Tranz Rail gets good feedback from customer survey

Tranz Rail is making continuing gains in its operational area and this is being rewarded by an increase in the amount of freight being carried by rail. In the last six months cargo-handling errors have been reduced by 90 percent, and for the last 12 months the amount of time lost due to track speed restrictions has been reduced by more than 40 percent.

This all adds up to freight customers being far more confident with the company's performance. As a result they have given a resounding 'thumbs up" to the service they receive from Tranz Rail through a recent customer satisfaction survey.

Rail Services Marketing Manager Brendan Shea says the survey clearly shows that our customers are a lot happier with the service Tranz Rail provides compared to the last survey carried out in 2000.

"78 per cent said they would recommend Tranz Rail to other potential customers compared to only 32% three years ago.

" We were also pleased with the recognition given by customers to the effort our staff put into providing efficient and professional services.

"80 per cent of those surveyed rated the attitude of Tranz Rail customer service care staff as being good to very good.

"Customer feedback included the following comments, which reinforced the positive steps that have occurred within the Rail Services Group of Tranz Rail. "They are a lot more professional and organised than they were a couple of years ago"

"Huge improvement at an operational level over the past 12 months"

"A big difference has been noted from where Tranz Rail have come from and where they are now"

Brenda Shea says the number of positive aspects that emerged from the survey pleasantly surprised the company.

"We are pleased to see that the changes made within the freight operation have already produced results for our customers."

'We are continuously working on ways of improving our efficiency and service to customers and this survey will go along way for us to do even better," he said.

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