Queensland Rail’s Customer Reference Group (CRG) program provides a valuable face to face, two-way communication channel between Queensland Rail and its customers.
CRG meetings are held bi-monthly for each of the City network lines, with combined all line meetings held up to two times each year.
During CRG meetings, members gain valuable insight into Queensland Rail and can provide feedback or ideas they have about particular topics.
So far, topics discussed at CRGs in 2013 include:
- The history of Queensland Rail
- Station customer service
- External communication and media relations
- Customer research and insights.
Outcomes and achievements
Since the establishment of the CRG program in 2008, the following initiatives have been implemented as a direct result of feedback from our CRG members:
- Implementation of the Quiet Carriage, including permanent signage
- Train etiquette campaign
- Coffee with the Executive General Manager of Customer Service program
- Direct input into timetable changes.
If you are actively using the Queensland Rail City network, or have an interest in our services, we encourage you to nominate yourself for one of these important focus groups by downloading the below materials:
Click to find out more about:
Regional Customer Reference Groups
In 2011 and 2012, we extended these events to include regional customers who use our Travel network.
These meetings provided customers an opportunity to provide feedback on how we can better deliver a superior long distance service.
The first of these meetings was held in Bundaberg on 25 October 2011 and provided valuable feedback on Queensland Rail’s Travel network and future plans for these long distance services. A second regional CRG was held in Cairns in June 2012.
Queensland Rail would like to thank the attendees of these valuable sessions