VIA Rail Sees Customer Focus as Strategic Business Advantage - Scores 98% Satisfaction Rating -
Montreal - VIA Rail Canada’s President and Chief Executive Officer, Paul Côté, today emphasized that the company has chosen to focus on the total customer experience as its core business strategy, citing this as a strategic business advantage.
Addressing a group of business people at a Board of Trade meeting in Montreal earlier today, Mr. Côté indicated that customers gave VIA a 98% satisfaction rating in the most recent surveys.
“Not only have we achieved exceptionally high levels of customer satisfaction, 40 per cent of customers say that VIA not only met but exceeded their expectations,” said Mr. Côté. “People choose the train because it offers something different - a more comfortable, safer and less stressful way to travel, and it offers the opportunity to use tools such as WiFi and cell phones, making travel time more productive. We call it the more ’human’ way to travel.”
This strategy has produced tangible results. In the 2006 Commerce-Léger Marketing Survey, respondents ranked VIA as the most admired transportation company and one of the top 30 most admired companies overall. Last year, VIA’s revenues increased, for the third straight year, to close to $300 million. More than four million passengers boarded VIA trains last year; the Quebec City-Windsor corridor alone carried a record 3.5 million passengers.
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