Tranz Metro customer satisfaction at its highest

05 November 2013 12:12PM

The latest Wellington Tranz Metro customer satisfaction survey and a Chartered Institute of Transport Logistics (CILT) award have shown that customer service and sentiment is continuing to improve.

The survey, which was conducted in September by Research New Zealand, covers all aspects of a Tranz Metro customers’ journey, including performance, ticketing, stations, journey, staff, value for money, as well as communication around delays and timetable changes.

“We are currently achieving record highs in customer ratings for the top factors that customers tell us are their most important to them. This is a fantastic result given the significant disruption events we faced over the four months prior to the survey, including the Kaiwharawhara derailment in May, the June storm and the two earthquakes in July and August which caused shutdowns on the network,” says Tranz Metro Manager Scott Brooks. 

More than 93 percent of passengers surveyed perceived their overall journey as good, very good or excellent, which is a 17.8 percent increase from the same period last year and the highest rating since the survey began in 2001.

Additionally, more than 85 percent of respondents perceived timekeeping as being good or better with just under 22 percent rating the timekeeping as being excellent – a 28.8 percent increase from September last year. Almost 78 percent of passengers indicated that communication surrounding delays was good or better, compared to just under 53 percent this time last year. 

“Our punctuality is sitting at an average of 95 percent across all lines, and we have received some very positive feedback from our customers about how we’ve navigated major events recently, particularly with regard to our response following the storm damage to the Hutt Valley line.

“There are a number of contributing factors which have led to higher customer satisfaction. Improved time-keeping and the increased regular use of the Matangi fleet, and better customer communications are all important factors to our passengers and are major contributors to the improved customer satisfaction,” Mr Brooks says. 

These efforts towards improving customer experience have been recognised with a CILT Award for Implementation and Practice. The award was given to KiwiRail and Greater Wellington Regional Council (GWRC) for the work undertaken to develop and deliver a high quality commuter rail services to residents and visitors to the Wellington region

The award acknowledges KiwiRail’s service excellence training for Tranz Metro staff, including more emphasis on timely communications; actively improving engagement with Tranz Metro staff; network upgrades to provide more reliable passenger services; and consistently high punctuality – even without factoring out extreme events.

It also acknowledges GWRC’s funding and purchasing of the new Matangi trains; station upgrades and improvements; and the introduction of Real Time Information. 

“This latest survey has provided us with some excellent results in all areas of the business. I am very pleased that customers are recognising the work we are doing to improve their overall journey and the results demonstrate our staff’s commitment to doing the very best they can for our customers,” Mr Brooks says.


Media Contact: Sophie Lee, Senior Communications Advisor, 04 498 3181, 027 435 9464,