customer service category and we are
edging close to a high rating, where a
score of 8.0 indicates a leading customer
service performer.
While this survey is a positive sign, we
need to keep improving. Next year, our
customers’ expectations will only be
greater – as they should – and so will ours.
Transformation Program
Our Transformation Program with its
specific streams of customer experience,
leadership, effectiveness and efficiency,
brand, employee engagement and
training and development will help
establish ARTC as a world-class rail
service provider.
Already we have undergone significant
organisational restructure and appointed
new people. Our new brand was
launched in December 2014 and other
streams are well underway.
The launch of our new brand in
December 2014 is, in many ways, the
physical manifestation of what we have
been building toward over the last few
years. It is a public reflection of our
aim to build and grow not only ARTC’s
reputation and identity, but also to be
representative of the positive changes
that are happening in our industry and
the massive opportunity rail freight offers
to Australian businesses.
Our customer service culture continues
to develop and a strong focus on
leadership under the Transformation
Program will continue driving this. The
Program has also been supported in
the last year by implementing a new
diversity strategy, the commencement
of redeveloping our intranet to support
employee engagement and the continued
embedding of our new company values
throughout the year.
NEXT
YEAR OUR
CUSTOMERS’
EXPECTATIONS
WILL ONLY BE
GREATER –
AND SO WILL
OURS
9
