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Addressing customer feedback
Each year, tens of thousands of CityRail customers provide us with their complaints, suggestions and compliments. We consider every piece of feedback an insight into our services, and we're committed to incorporating what we learn into our business.
In our 2011 Customer Charter we committed to publishing our responses and initiatives to address key customer feedback areas. In our last quarter we published responses to feedback on on-time running. Over the past quarter, a key area of customer feedback was passenger information, particularly during unplanned disruptions.
Quarter 4 2011
Passenger information
We understand that fast, accurate and useful information is vital, especially when there are changes or delays to timetabled services. We are committed to providing the best service information available at every point of your journey. To achieve this we have been working to improve both the quality of information and how we communicate with you.
Throughout the year, 24-hour automatic passenger information screens were installed at 11 additional stations, including Pendle Hill, Merrylands, Auburn, Wentworthville, Petersham, Summer Hill and Carramar. The 24-hour indicators provide details of the next three trains approaching each platform, including stopping patterns and times of departures. In the event of a service interruption, the indicators and automatic announcement systems can also advise customers about the cause of delays.
This year audio systems at 19 stations (including Miranda, Fairfield, Woolooware, Gymea, Jannali, Kirrawee and Seven Hills) have been upgraded to make announcements clearer. 'Next Train to City' indicators have been installed at six major stations, to show customers quickly which platform they need to go to.
We have also looked at better ways to communicate to our staff during disruptions, such as implementing a SMS service to train guards and improving the process for delivering information to station staff.
Disruption information is updated on the CityRail and 131 500 website. Customers can also follow 131500trains on Twitter for information about disruptions and delays.
