In short line railroading, we believe that close relationships
with customers are essential and that we thoroughly understand our
customers' service needs. To test this self perception, we engaged
a leading customer-satisfaction research firm to survey all of our
customers worldwide in December 2009.
The response rate was excellent, and the good news is that
customers continue to be more satisfied with Genesee & Wyoming
railroads than with the trucking industry or the railroad industry
as a whole (see below). We are especially pleased that our highest
rated attributes are "Operating personnel demonstrate a clear
commitment to safety" and "Professionalism of personnel" and that
we did not score lower than 7.0 in any category.
However, since the benchmark of a truly loyal customer is a score
of 8.0 or higher on a 10 scale, we have plans in place in every one
of our operating regions to ensure that we meet that level of
satisfaction in our next survey.
