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MTR congratulates our JV operator Metro Trains Sydney on achieving an incredible milestone for automated metro transport in Australia.

Metro Trains Sydney (MTS) is leading the way when it comes to overall customer service, with the private operator and maintainer of Australia’s first fully automated rail network awarded a record-breaking 99.1 per cent score.

The Tallawong to Chatswood Metro line in Sydney’s north-west consists of 36 kilometres of track and 13 stations and provides 2000+ weekly services.

Since opening in May 2019 there have been over 60 million customer journeys and more than 14.5 million kms travelled.

CEO Daniel Williams said MTS staff pride themselves on revolutionising the way Sydney experiences travel.

“Since opening we have consistently scored satisfaction ratings of 95+, but the latest overall rating of 99.1 is an all-time high and confirms our main priorities of safety first and customer experience is recognised and appreciated.â€â€™â€™ Mr Williams said.

“The survey is one of two that rate Sydney’s transport cluster of Metro, ferries, light rail, train and bus on a range of criteria. Among our individual results was a 97% for timeliness, 98% for ticketing, and 97% for accessibility.â€

“In the past we have tied twice as the Number-1 rated transport mode, but for the first time we stand alone with the highest level of customer satisfaction overall.â€

The Metro network expands next year (2024) and MTS will take responsibility for the operations and maintenance of another 30kms of track from Chatswood plus eight new stations in Sydney’s CBD and Southwest.

“That will mean higher patronage and more services and the challenge of maintain these scores,†Mr Williams said.

“At MTS our vision is to seamlessly connect people to the opportunities that matter to them. We constantly review all operations to identify what we’re doing well and where there’s room for improvement so we can continue to deliver timely and accurate information and services to customers.

‘’One example of how we are doing this is by utilising our Customer Information Officer (CIO) roles which came online between May and October 2022 and operate from the Operational Control Centre (OCC).

‘’CIOs have a range of duties including keeping customers moving at stations or on trains by tailoring specific messaging via public address systems, ensuring customer feedback and communications is consistent.

‘’With state-of-the-art trains, cutting-edge technology, and record-breaking levels of customer service, MTS is proud to be part of Australia’s biggest public transport project.’’

‘’I’m confident we’ll meet the challenges ahead and continue to enhance Sydney’s quality of life with high frequency turn-up-and-go metro services, modern stations, and customer-focused team as we prepare to operate in the City in 2024,†Mr Willliams said.

MTR is the majority shareholder of Metro Trains Sydney operations and maintenance Joint Venture and was a key member on the Sydney Metro Northwest construction PPP.

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