Queensland Rail commended for customer service

Queensland Rail is the first rail public transport company in the world to be certified in the International Customer Service Standard (ICSS).

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.