In short-line railroading, we believe that close relationships are essential to thoroughly understand customers' service needs. To test this self perception, we engage a leading customer-satisfaction research firm to survey all customers of our subsidiary railroads worldwide.
Response rates are excellent, and the good news is that customers continue to be more satisfied with G&W 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 "Commitment to safety" and "Professionalism" of personnel.
We have plans in place in every one of our 10 operating regions to ensure that we continue to meet and exceed that level of satisfaction in our next survey.