Dear Metro

Preface:

As much as the letter below is a bit of a joke, it does have its merit. I was hoping for a better / more personalised reply, but no luck with that.

The Letter

Dear Metro

As a frequent commuter on Metro Trains, I am willing to accept train delays; dare I say it, expect them. Consistency is the key with any logistical task, and therefore, I can live with the regular minute or 3 delay.

What I cannot accept is inconsistency, as this can have absolutely negative impact my day. Where justifications must be made and my punctuality is questioned, I do feel I need to provide feedback when it pertains to the performance of Metro Trains.

This morning, Friday 8th July at 6:54am Richmond > Dandenong, my train was departing – doors closed and rolling out – at 6:54:09am. Completely unexpected, and absolutely frustrating, I had no options but to wait until the 7:11am Cranbourne train. The thing that really disappoints me is the fact this train had to, in order to be already departing, right on time or even early.

Please take this feedback on-board, and know that the only aspect that really disappoints me is the consistency of service.

I do like the work Metro have done with regards to cleanliness of trains, assistants at major stations and the retro branding of the trains.

Best Regards,

Steven Wright

The Response

Dear Mr Wright

Thank you for your feedback.

Your comments are acknowledged and have been brought to the attention of the appropriate team at Metro.

The feedback you have provided is an important part of monitoring our performance and services and has also been included in our Customer Insight report to Executive Management, to identify trends and determine appropriate improvements.

We appreciate you taking the time to contact us.

Yours sincerely

Interesting Observation

My ‘Case Number’ was 2011/63275. One hour later, I logged a fake (even more-so) email to see the new number was 2011/63306.

So, in one hour, they received 31 complaints Рone every two minutes. That is quite a few!

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