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CityRail welcomes improved customer satisfaction
Posted: Tuesday, 29 September 2009
CityRail has welcomed the results of the latest Survey of CityRail Customers, released this week by the state's Independent Transport Safety and Reliability Regulator (ITSRR). ITSRR's report confirms that we're improving across a range of areas, including reliability, customer service, information and security.
The survey is the sixth to be conducted and included CityRail customers from both suburban Sydney and regional areas on our network.
In line with the 2008 results, this year's survey revealed that CityRail's website (pictured), station staff and signage were among the aspects of the service with the highest satisfaction ratings.
Where we've improved
ITSRR recorded substantial improvements across 12 aspects of the service, with six showing improvements of five percentage points or more.
| Aspect of service | 2009 satisfaction rating | |
| Punctuality of train | 79% | Up by 6 |
| Staff effectiveness in dealing with security problems | 74% | Up by 6 |
| Delays and cancellations | 72% | Up by 6 |
| CityRail complaints service | 66% | Up by 6 |
| Timeliness of delay and cancellation announcements | 77% | Up by 5 |
| Clarity of announcements on the train | 62% | Up by 5 |
In addition, dissatisfaction fell in 13 aspects of service, with dissatisfaction over punctuality of trains and delays and cancellations falling most significantly.
Further improvements
While the results are the best for CityRail since the survey began in 2004, ITSRR's report also represents an opportunity for us to take stock of where we need to improve our performance.
Crowding
Although decreasing by 4% this year, the report confirms that our customers are still dissatisfied with crowding on trains during peak hours. CityRail is working to address this issue through:
- The introduction of a new timetable on 11 October, providing crowd relief at CBD stations
- The introduction of 40 new Oscar carriages into service during 2009
- The roll-out, starting in late 2010, of 626 next-generation Waratah carriages on the suburban network.
Commuter car parks
Another area of concern for our customers is the availability of secure car parking at stations.
RailCorp, together with the Transport Infrastructure Development Corporation (TIDC) and other agencies, are working to deliver additional commuter car parking at stations across suburban Sydney, the Central Coast, the Illawarra and the Blue Mountains.
