ENHANCING THE
CUSTOMER
EXPERIENCE
Dr Deborah Hume
General Manager Passenger
KiwiRail
KiwiRail at a glance
Wellington Rail Network at a glance
Journeys of 11 million / year
or 22.4 journeys / person
Rolling stock of
48 new Matang...
Purpose: To deliver a modern, reliable & accessible rail system
that competitively moves people and freight in an economic...
Me MinisterClient
Customer experience left wanting
August 13, 2010
• Service excellence training for Tranz Metro staff
• Restructure improved accountability and staff management
• Actively ...
Customer experience…dim
Customer satisfaction
Informed about delays
Punctuality perception
Staff friendliness
Safety
66%
3...
Unreliable
English
Electrics
Old Ganz
Mavag
EMUs
Modern
Matangi
EMUs
Physical improvements
Satisfaction
Time
Situation appreciation
Starting the transformation process
66%
Do we know our customer and what
they wan...
Customer priorities clear + consistent
30%
40%
50%
60%
70%
80%
90%
100%
Feb 10 Sep-10 Mar-11 Mar-12 Sep-12 May-13 Sep-13 N...
Understanding to prioritise what
is important to our customer
Exploring what we do
We asked questions and listened:
• Cond...
Reviewing to improve
our practices
79%
2012
• Who we recruit and how we induct staff
• Engage staff in shared vision and v...
Implementation
• Restructure for accountability
• Customer excellence training
• Focus on customer care
• Maintenance + op...
14
Customer satisfaction driven by
delay information + punctuality
30%
40%
50%
60%
70%
80%
90%
100%
Feb 10 Sep-10 Mar-11 M...
15
Consistent improvement: staff are key
16
Improving HOW we do it
Staff engagement from 62% to 75% in 3 years
0
10
20
30
40
50
60
70
80
Engaged Ambivalant Disenga...
Tranz Metro: operator + maintainer
Survey results in right direction
18
We are celebrating success more 40%
We are rewarding outstanding performance more 40%...
Symbols of customer focus
Customer experience today
Customer satisfaction
Informed about delays
Punctuality perception
Staff friendliness
Safety
92%...
Continue to transform customer experience
The future
• Integrated ticketing
• 100% punctuality
• Deliver want customers
wa...
Dr. deborah hume, kiwi rail
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Dr. deborah hume, kiwi rail

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Dr. deborah hume, kiwi rail

  1. 1. ENHANCING THE CUSTOMER EXPERIENCE Dr Deborah Hume General Manager Passenger KiwiRail
  2. 2. KiwiRail at a glance
  3. 3. Wellington Rail Network at a glance Journeys of 11 million / year or 22.4 journeys / person Rolling stock of 48 new Matangi EMUs, 26 Ganz Mavag EMUs & 24 loco hauled carriages Track of 203 km Services of over 2,200 / week Area of 8,140 km2 Population of 490,100
  4. 4. Purpose: To deliver a modern, reliable & accessible rail system that competitively moves people and freight in an economic, environmental, integrated & socially sustainable way • Grow rail as key transport mode for long distances and high volumes • Encourage rail as sustainable transport for passengers and freight • Essential service for effective functioning and economic development • Attract users from cars so that road congestion is reduced Regional Rail Plan
  5. 5. Me MinisterClient Customer experience left wanting August 13, 2010
  6. 6. • Service excellence training for Tranz Metro staff • Restructure improved accountability and staff management • Actively improving engagement with staff • Delivered $550 million of improvements to the Wellington railway system • Double tracked, electrified and extended for regular services to Waikanae • Installed a third main line to Wellington Station to reduce congestion KiwiRail • Funded and purchased new Matangi trains • Retired the 60 year old English Electric trains • Introduced real time information for rail • Undertook station upgrades and improvements Greater Wellington Regional Council • Investment New Zealand Government and NZTA Big gains made in 4 years 6
  7. 7. Customer experience…dim Customer satisfaction Informed about delays Punctuality perception Staff friendliness Safety 66% 36% 43% 87% 93% Actual punctuality Cancellation rate 88% 1.4%
  8. 8. Unreliable English Electrics Old Ganz Mavag EMUs Modern Matangi EMUs Physical improvements
  9. 9. Satisfaction Time Situation appreciation Starting the transformation process 66% Do we know our customer and what they want from us? Acknowledge that we created the problem and it is our job to fix it 2010
  10. 10. Customer priorities clear + consistent 30% 40% 50% 60% 70% 80% 90% 100% Feb 10 Sep-10 Mar-11 Mar-12 Sep-12 May-13 Sep-13 Nov-13 Feb-14 %VeryImportant Punctuality Delay info Personal safety Staff friendliness 2010 2011 2012 2013 2014
  11. 11. Understanding to prioritise what is important to our customer Exploring what we do We asked questions and listened: • Conducted customer forums about wants • Conducted staff forums about their thoughts • Joined industry Customer Service forums • Undertook industry benchmarking 66% 2010 2011 Time Satisfaction
  12. 12. Reviewing to improve our practices 79% 2012 • Who we recruit and how we induct staff • Engage staff in shared vision and values • Impact of disruptions and decisions on customers • How we listen and communicate with customers • Review impacts of staff behaviour on customers Reviewing what we do 66% 2010 2011 Time Satisfaction
  13. 13. Implementation • Restructure for accountability • Customer excellence training • Focus on customer care • Maintenance + operations • Customer-centred work planning • Introduced Real Time Information (rate of 99% accurates) 92% Improving what we do Time Satisfaction 79% 66% 2010 2011 2012 2013
  14. 14. 14 Customer satisfaction driven by delay information + punctuality 30% 40% 50% 60% 70% 80% 90% 100% Feb 10 Sep-10 Mar-11 Mar-12 Sep-12 May-13 Sep-13 Nov-13 Feb-14 Customer satisfaction Punctuality Delay information
  15. 15. 15 Consistent improvement: staff are key
  16. 16. 16 Improving HOW we do it Staff engagement from 62% to 75% in 3 years 0 10 20 30 40 50 60 70 80 Engaged Ambivalant Disengaged 2011 2012 2013 %
  17. 17. Tranz Metro: operator + maintainer
  18. 18. Survey results in right direction 18 We are celebrating success more 40% We are rewarding outstanding performance more 40% The organisation is delivering more on its promises to customers 24% There are more learning and development opportunities 22% More people say your work related stress is acceptable 17% More people say there are career development opportunities for you 17% More people say that you are adequately trained for your work 16% You are more satisfied with your physical work environment 16% This is a more fun place to work 15% Improvement
  19. 19. Symbols of customer focus
  20. 20. Customer experience today Customer satisfaction Informed about delays Punctuality perception Staff friendliness Safety 92% 74% 85% 96% 98% Actual punctuality Cancellation rate 92% 0.4%
  21. 21. Continue to transform customer experience The future • Integrated ticketing • 100% punctuality • Deliver want customers want before they know they want it • …… Time Satisfaction

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