Making Information Meaningful

RailCorp, NSW

Rail Corp

RailCorp, NSW

ASR conducted an internal customer satisfaction survey for RailCorp Property Division. RailCorp runs the CBD and regional train network in the greater Sydney area. The division provides a range of services to RailCorp including facilities maintenance, accommodation planning, access, property acquisition and disposal as well as land information and property management.

ASR collected feedback from recent customers using a mixture of web and paper questionnaires as well as telephone interviews. Each service had both a common and unique set of service dimensions and customers were asked to rate the importance of the dimensions and their satisfaction with the division’s performance. Results were used to create a benchmark for service providers as well as to identify strengths and areas for improvement.