SRT Conducts 'Service Satisfaction Survey' to Enhance Customer Communication

SRT operator SR announced on the 14th that it will conduct a continuous ‘SRT Service Satisfaction Survey’ targeting SRT passengers starting from the 9th.

SR has decided to conduct a continuous SRT service satisfaction survey starting from the 9th to check the service satisfaction of SRT users daily and strengthen customer communication and customer experience management.

Among train passengers who booked tickets through the SRT application (app), 100 people are randomly selected daily to receive app notification messages before and after the train arrival time, and through the survey, customers evaluate service satisfaction by quality factors.

The SRT service satisfaction survey includes a total of 14 questions such as △convenience and usefulness of the SRT app △cleanliness and convenience of stations and trains and staff response △overall satisfaction and inconvenience, and also includes service suggestion questions to understand specific customer wishes.

SR plans to analyze the survey results based on vivid customer experiences evaluated immediately after train use to manage service quality, and to discover customer dissatisfaction factors not received through the VOC (Voice of Customer) channel to utilize for service improvement.

To increase participation, 100 customers who participate in the survey each month will be given mobile beverage coupons through a lottery.

Lee Jong-guk, CEO of SR, said, "We hope that the continuous satisfaction survey will develop into a key channel for communication with customers," and added, "Based on customers’ vivid service experiences, we will create better railway services."