Women Who Move Nations - The Public Transport Podcast · Angie Doll - Managing Director, Rail Australia and New Zealand at Go-Ahead Group
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achieved a 95% customer satisfaction rating for a new train service
95% customer satisfaction
“We're actually able to bias the model based off of the direct user feedback using some of these like online training methodologies. We're able to see like real upticks in user satisfaction, completion rates, decreased tool call failures”
“In our benchmark of manufacturing distribution customers, 10,000 surveys, the recommendation score predicts growth better than satisfaction does.”
“Our customers have given us higher customer service scores, higher ratings on the interactions, but we limit the tool to technical, fact-based order questions”
“Every location gets a weekly summary of the data… how many new customers came through, how are our ratings looking”
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