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.