Transport Minister Annastacia Palaszczuk said
Queensland Rail was setting the benchmark for Customer Service in public
transport after receiving the tick of approval. “This is a huge acknowledgement of the great work
we’re doing to deliver world class public transport for all Queenslanders,” Ms
Palaszczuk said.
“ICSS is an international benchmark that allows
Queensland Rail to compare itself with other leading customer service organisations
and identify areas for improvement.
“This is a significant achievement recognising a Queensland company that
strives to deliver a great service through day-to-day operations, recent
innovations and the ability to really listen to people.”
Queensland Rail Chief Executive Officer Paul Scurrah
said as part of the certification process, Queensland Rail cited more than 100
pieces of evidence of how it met the customer service ‘Standard’. “This takes into account more than day-to-day service
delivery and places a strong focus on the company’s innovations, and ability to
capture and use customer feedback to deliver enhanced service,” Mr Scurrah
said.
“Key service improvements highlighted during the
assessment included the introduction of Quiet Carriages, the launch of the
Customer Charter and successful implementation of new timetables in June -
delivering a further 150,000 seats to the Caboolture, Sunshine Coast,
Richlands, Ipswich and Rosewood lines. “Queensland Rail was also commended for the timely
recovery of rail services to communities following the natural disasters
earlier this year, particularly the Toowoomba
Range.”
The CSIA conducted their on-site assessment during
July and August at various Queensland Rail locations across the state to gain
insight into the customer experience.
CSIA Executive Director Brett Whitford said the result
achieved confirms Queensland Rail in the top echelon of rated organisations,
both within the large organisation sector and across all organisations
assessed.
“Queensland Rail’s performance for 2011 was another
excellent result for a well-credentialed organisation,” Mr Whitford said.
“What we encountered with this assessment was an
extraordinary level of leadership and willingness of Queensland Rail staff to
embrace customer service as a way of life.
“In the past year, Queensland Rail has identified
opportunities for growth and improvement through the adoption of best practice
techniques, and the development of their own customer service improvements.”
Ms Palaszczuk congratulated everyone at Queensland
Rail for their efforts but was sure they would not be resting on their laurels.
“I know they are always listening to their customers,
and they are determined to keep improving and aim for world best practice in
their customer service standards,” she said.
Queensland Govt Media Release
