what they said

CX diagnostic

Transport NSW TrainLink engaged The Customer Experience Coach to identify opportunities to improve customer experience and drive additional sales and margin.

The Process

  • Completed qualitative and quantitative analysis of customer interactions and operating systems, policies, procedures, reports and operational routines

  • Completed a statistically valid set of ‘current’ and ‘should be’ recommendations based on the analysis

  • Established a proposed sales methodology to enhance current activities and leverage missed opportunities

  • Identified a range of duplicate and avoidable process inefficiencies and regulatory gaps

       This work has been instrumental in helping us

define our future state


Greg Wallace

Business Owner,  Transport for NSW