Inside blue people

IntelliPulse Story

Rail Sector Customer Satisfaction

Situation: A major Canadian rail company undertook a comprehensive review of its customer service performance as input into a long-range strategic plan.
Method: 190 telephone interviews were undertaken with transportation and distribution managers, and in-person interviews were conducted with senior executives of the company’s 20 largest customers.
Outcome: The report focused customer needs and preferences, the relative importance of performance attributes, and emerging trends in the transportation sector. Findings helped the company focus its attention on the key aspects of customer service, anticipate the needs of its customers, and build the alliances necessary to service it customers on a North American basis.