Passenger Rail, Events, Operations & Maintenance, Workforce

KDA champions for customer service

The operator of Adelaide Metro train services, Keolis Downer Adelaide (KDA), has been recognised for its outstanding commitment to customer service excellence at the nation’s premier 2022 Australian Service Excellence Awards (ASEAs).

After being named a finalist and shortlisted amongst hundreds of nominations across all industries Australia-wide, KDA was runner-up in the Customer Service Team of the Year (Large) category, bringing home the Service Champion Award.

The prestigious annual ASEAs, run by the Customer Service Institute of Australia, recognises organisations and individuals that have successfully demonstrated best practice, performance and innovation in customer service.

KDA, who has been the operator of Adelaide Metro train services for the past 21 months, plays a significant role in making South Australian commuters train journeys possible on six lines and across 89 stations, totalling 132 kilometres.

KDA managing director Robert Tatton-Jones said the company was incredibly proud to receive the accolade and be recognised among the absolute best in Australia for customer service across various industries.

“Rail offers a diverse, challenging and exciting working environment and the entire Keolis Downer Adelaide team are to be congratulated for their daily commitment and passion to help South Australians commute safely and efficiently by train,” he said.

“From our Passenger Service Assistants (PSAs), who are equipped with smart devices to provide real-time information on the services to passengers, to the company’s newly created Customer Information Security Officers (CISO), who are specifically focussed on disseminating timely information around network performance – improving overall customer service and safety is at the forefront of everything we do.”

Keolis Downer Adelaide is driven by the principle of ‘Think Like A Passenger’ and the company’s aim is to be the trusted partner of choice for Adelaide rail commuters by improving their daily travelling experience.