The results are in...we finished 2014 with a record customer satisfaction result of 71.5% for the last quarter.

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1 The results are in...we finished 2014 with a record customer satisfaction result of 71.5% for the last quarter. RECORD CUSTOMER SATISFACTION We have just achieved our best customer satisfaction result, hitting a record high of 71.5% for the December quarter. The PTV Customer Satisfaction Monitor survey results, which were released this week, highlight an improvement of 0.1% which moves us from 71.4% to 71.5%. The latest results mark the end of a huge year for customer satisfaction with our overall score jumping 1.5 points in 12 months. CEO, Andrew Lezala, said this was a great achievement and a testament to our commitment to providing an outstanding customer experience. Right across the business we are working hard to improve customer satisfaction. Whether it s maintaining a clean and safe station environment, effectively communicating to our customers via a variety of touch points, responding efficiently to disruptions or improving our fleet and network assets we all have a critical role to play. We have achieved some big jumps in some of the main drivers of customer satisfaction in over the past 12 months. More on page 2... Page 1

2 Record year for customer satisfaction From page 1... Most notably, personal security increased by 1.5 points and overall train stations (cleanliness, lighting and car parking) registered a 1.4 point jump on the results for the same time last year. We made some significant steps in 2014 but have even bigger plans for the next 12 months. We ve set ourselves a new goal of achieving an overall customer satisfaction score of 75% for Whilst our overall customer satisfaction continues to grow some of the main satisfaction drivers decreased in the last quarter, highlighting that we still have work to do to achieve this goal. To ensure we continue to evolve into a customer-focused railway it s going to take teamwork and an even greater focus on customer service excellence. We should all be proud of this outstanding achievement and I look forward to us making further gains in customer satisfaction in Thank you and congratulations to everyone for your hard work in improving the experience for our customers, he said. With Compliments Started train travel to work this week after many years off. Very impressed with live announcements at #FlindersSt #classact Customer: Lachie via whoever the announcer on the intercom was just now at Balaclava station is, just couldn't have been more joyful #legend :) :) Customer: Kathryn via Twitter Page 2

3 RosterOn now live for Dandenong and Burnley RosterOn went live in the Dandenong and Burnley Customer Service groups on Sunday 25 January. Employees are becoming increasingly comfortable with the system and early indications suggest the rollout has been a success. A similar support model to that used in the successful Clifton Hill group was in place on the day and the week following the go live. Employees have had face-toface support and guidance from experts to ensure they feel confident and reassured during their first week using the system. RosterOn will continue to roll out across the rest of the Customer Service group in coming months. With Compliments At Heidelberg Station last Thursday, just after 2pm, it was very hot (my bike computer said 47 degrees while I was labouring up the Burgundy Street hill). I asked the woman staff member where I might find a tap and she gave me a bottle of iced water. I am very grateful. Customer: Coralie (L-R) Stationmaster, Ian Young, and Station Officer, Ricardo Nadarajah, were praised by Group Operations Manager - Southern, George Railakis, for their quick thinking and courage in assisting a distressed customer. Quick thinking staff assist distressed teen Metro employees have been praised for their help during an incident involving a distressed teenager threatening self harm at Caulfield Station this week. Station staff saw the situation unfolding and quickly acted to stop the train as it approached the platform. They then promptly contacted emergency services for further assistance. The incident was reported in The Age and on Channel 10s The Project, praising the efforts of Metro employees and a quickthinking nurse who assisted the teenager whilst other travellers simply looked on. Group Operations Manager - Southern, George Railakis, commended the woman and the Metro employees for their courage and quick thinking in what was a confronting and difficult situation. The prompt actions of Caulfield Stationmaster, Ian Young, Leading Station Assistant, Sharon D Cruz and Station Officers, Ricardo Nadarajah and Yvan Guillemain, may have saved the teenager s life. Sadly, we frequently witness incidents on the network where people are threatening self-harm or contemplating suicide, and they often have a traumatic effect on our drivers, staff and any customers who witness them, he said. Metro employees are provided with a guidance framework for dealing with emergencies. Employees who have encountered traumatic events on the network are encouraged to take advantage of our free employee assistance program. Details are available under the People and Performance tab on The Depot. Read The Age story here: victoria/nurse-appalled-aftercommuters-fail-to-help-distressedteenager-at-caulfield-train-station jo.html Page 3

4 Station Officer, Lawrence Dean, (back row, second from left) celebrates Australia Day at Thomastown Station. Thomastown celebrates Australia Day 2015 marks the tenth year that Thomastown has celebrated Australia Day by decorating the station and inviting the local community to stop by and join in their Australia Day activities. Each year Station Officer, Lawrence Dean, and his team hosts a small gathering on the station forecourt where a group of new Australians sing our national anthem and share stories on what being an Australian means to them. A great community initiative - well done Lawrence. Richmond customer s happy New Year Richmond Station Officer, Matt Grinter, helped bring in a happy new year for one customer who had lost their wallet filled to the brim with $50 notes! Working platforms 9 & 10, Matt came across a wallet with $1000 cash and a couple of credit cards inside. He immediately handed the wallet to his Stationmaster to contact the bank and track down the owner. Within half an hour the distressed and frantic wallet owner was aware that the wallet was in safe hands at Richmond and went down to pick it up and personally thank Matt and even try to give him a cash reward for his honesty! Matt insisted that he couldn t accept the cash reward and instead would prefer the customer make a donation to a charity of Matt s choice in recognition of his decency and integrity. The customer was very relieved and thankful to Matt and grateful for his integrity. Well done to Matt on setting a great example of our values at work making a difference to our customer experience. Matt Grinter received a Certificate of Achievement from Central CSL, Kirby Hodkinson. Page 4

5 MTRconnects celebrates 1st anniversary January marks the first anniversary of MTRconnects MTR s multinational internal communications platform. Since its launch in January 2014, MTRconnects has provided a vibrant platform for 32,000 MTR colleagues around the world. It allows them to share and get to know more about their global counterparts, which is essential to the continued growth of the group s international business. As of 31 December 2014, MTRconnects was visited by over 9,900 staff worldwide with more than 338,000 page views recorded. Some new features such as Top Stories, Photo Gallery, Inspiration Corner, polling and a like function have been added recently and make the platform even more interactive and user-friendly. To celebrate the first year Spring Street employees pass on messages of congratulations to the MTRconnects team. anniversary of MTRconnects, all staff around the world are invited to contribute photos and stories about their work, their teams and their culture for a chance to win the grand prize of an ipad mini. Submissions are welcome until 13 February. Visit MTRconnects for more details which can be accessed via the tile on the homepage of The Depot. Page 5

6 LSA, George Sidhom, retired recently after 20 years in the rail industry. He was bid farewell by his team (top) and Richmond Stationmaster, Anna Dimitriadis (below). Network Performance Improvement Manager, Paul Mevel, with a customer at Prahran Customer Interactions on Sandringham line Richmond bids farewell to George LSA, George Sidhom, recently celebrated his retirement after a 20 year career in rail. After immigrating from Egypt in 1991, George started his rail career as a tram conductor at the Glenhuntly depot in A career move saw him work as an AO for 12 years and in 2010 he joined the station team at Richmond as an LSA. On Tuesday 13 January the team at Richmond held a morning tea to farewell their friend and wish him well. Thank you for your contribution to the rail industry George, we wish you luck for the future. Members of the Leadership team recently met with customers on the Sandringham line. The group engaged in more than 80 conversations with customers at Elsternwick, Balaclava, Windsor and Prahran stations. The customers interviewed provided a satisfaction score of 7.0 out of 10 and a Net Promoter Score (NPS) of 1. Customers indicated they were relatively satisfied with their day-today Metro service, with nearly 30% of customers also indicating that they d noticed an improvement in the frequency of services since last year. Page 6

7 In Brief Think UV not heat! A common misconception is the need for sun protection only on hot and sunny days. However, it is the sun s UV radiation, often more prevalent on cool cloudy days, that causes skin cancer. UV is deceptive; it cannot be seen nor felt. According to the Cancer Council of Victoria, it is important to use UV protection daily from the months of September to April. We can protect ourselves in five ways both at work and at home; SLIP on sun protective clothing, SLOP on a broad spectrum sunscreen SPF30+, SLAP on a hat protecting your face, head, neck and ears, SEEK some shade and SLIDE on Australian approved sunglasses. For more information on UV danger visit sunsmart.com.au or contact: health@metrotrains.com.au With Compliments Pardon our Progress.. Sandringham Line Saturday 31 January While works are being carried out as part of the Bayside Rail Project, buses will replace trains between Mordialloc and Frankston after 9:45pm. Details at metrotrains.com.au Metro Performance 28-day average as at Friday 30 January % Delivery 93.6% Punctuality Major Events We re running extra trains to get customers to and home from: VRC January Race Day Saturday 31 January Gates open 11:55am Flemington Racecourse Details at metrotrains.com.au MetroRecruit Closing 13 February VICERS and Communications Maintainer RTO Administrator Training Officers - South Kensington Closing 6 February Reliability Officer All vacancies can be found at MetroRecruit on The Depot. I am not sure of his name but the man who is at Prahran Station every morning is great! He keeps everyone updated on pending arrivals over the PA system and helps passengers by advising when the front carriages are crowded. I've seen him help numerous people top up their myki and he's just generally very friendly. He is also very attentive at keeping the station and platforms clean and tidy. He is an absolute credit to your company. Customer: Hannah Page 7