Ukrzaliznytsia is starting a systemic transformation

Ukrzaliznytsia - Ukrzaliznytsia is starting a systemic transformation of interaction with freight customers. The first step was the presentation of the results of a survey on the level of satisfaction with the service. The survey was conducted for the first time since the beginning of the full-scale invasion, and it gave an honest and objective assessment of the current state.

“We currently have a starting point for assessing the quality of services provided by Ukrzaliznytsia to the freight business. We are fixing it and starting to move from it towards changes, side by side with the business. To enhance the objectivity of such studies, in the future, we are involving the Recovery and Reform Support Team (RST) of the Ministry of Development and Reforms in conducting the survey,” said Oleksiy Balesta, Deputy Minister of Community and Territorial Development of Ukraine.

The indicators indicate the need for changes:

-customer loyalty index (NPS) was -27%

-service ordering complexity index (CES) — 6.01 out of 10 possible.

More than 220 representatives of the freight business took part in the study. The participants were divided into 10 main groups depending on the type of cargo (in particular, ore, coal, grain, construction materials, chemical and mineral fertilizers) and the volume of transportation - from less than 10 thousand tons per month to more than 1 million tons.

“We managed to change the stereotypes about Ukrzaliznytsia in the passenger segment and make it a “love brand”. The approach to freight customers also needs transformation. Gone are the days when there was no need to fight for railway cargo. Today, whether they choose the railway or travel by road, or choose UZ or private-owned wagons, depends on how quickly the problems of shippers are resolved, how effectively digital interaction channels work, and how predictable the delivery times are. And all this is extremely necessary income for the company, what pays the wages of railway workers. Therefore, we undertake to regularly and openly measure the assessment of our interaction by customers, identify “pain points” and, most importantly, launch corrective actions, and then measure how successfully they solve the problems,” emphasized Oleksandr Pertsovskyi, Chairman of the Board of JSC “Ukrzaliznytsia”.

The 5 main factors that most affect the quality of services, according to customers:

compliance with cargo delivery deadlines — 12%;

convenience of document processing — 11%;

availability of information about the location of wagons — 10%;

effective resolution of problem situations — 10%;

safety of cargo and wagons — 8%.

The survey participants also provided a number of important comments and suggestions for improving the cargo transportation process, including increasing customer orientation, improving communication with the market, compliance with cargo delivery deadlines, etc.

Based on the results, Ukrzaliznytsia is already implementing priority changes:

Informing about delays in wagons and cargo is being accelerated;

A function is being introduced to inform the sender about the arrival time of the cargo;

A single window is being introduced to resolve customer problems.

The company also plans to hold a Workshop with IT specialists on improving existing and developing new convenient online services for the cargo business.