Cargo Business Newswire

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Wednesday, October 5, 2011

Rail America launches service reporting feature on its website

RailAmerica, Inc. announced it has launched a new interface on its website that allows customers to report service issues.

The rail company said in a statement that customers can access either the ‘Customer Console’ or ‘Contact Us’ pages and report issues that are automatically sent to the local RailAmerica railroad and a customer-care representative. The report is then logged for trend and root-cause analysis, the company said.

“Imagine a ball game with no scoreboard. Not even an avid fan could identify the winner,” said Charlie Patterson, RailAmerica's senior vice president and chief commercial officer. “A scoreboard makes the game meaningful for players and fans alike. At RailAmerica we have an attentive group of professional railroaders, but like the ball game with no scoreboard we never had a good tool to measure service quality. That’s now changed,” he said.