Australian Rail Track Corporation (ARTC)

Australian Rail Track Corporation (ARTC)

Case Studies

Australian Rail Track Corporation (ARTC)

Customer Satisfaction Research & Stakeholder Research (2014 to present)

Challenge

ARTC have moved from an infrastructure development phase to and infrastructure management phase, requiring a seismic shift to being more customer and community centric. Additionally, with the commitment of the Federal Government to $500b for the ‘Inland Rail’ project, ARTC needed to understand current perceptions and future risks regarding their commitment to the community and excellence in service delivery.

Strategy

Customer Satisfaction (2013 – present): face to face depth and telephone interviews with ARTC’s key customer segments with the view of tracking customer satisfaction annually, utilizing an AMR designed CVA program. 

Stakeholder research (2017): using face to face interviews across key stakeholder segments including peak bodies, government representatives, strategic partners and supply chain partners.

Impact

Outcomes each of the above programs of work has served to identify areas that are ARTC’s strengths among customers and stakeholders as well as recommendations on key areas such as advocacy, innovation, community engagement and relationships overall. By tracking this over time, the studies have revealed where ARTC have driven real changes and the next stage for the organisation.

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