Are customers really the center of everything for this train operator?
Sydney Trains is the operator of rail services across the metropolitan Sydney area. They claim to lead the development of safe, integrated and efficient transport system for the people of New South Wales, with customers being the center of everything they do.
We thought it could be interesting to see how customers talk about this train operator. So we took 342 reviews about Sydney Trains posted on TripAdvisor and analyzed them with Gavagai Explorer.
Here are 4 things we found out!
The topic “staff” has an average grade of 3,61 / 5, which is lower than the average of all topics. When “staff” is mentioned together with “asked” and “help” it seems to have a particularly negative impact on the grade. The sentiment for the topic was quite low in 2017, but since then it has increased. It has also been talked about more frequently since 2017.
The topic that people talk about most is “Opal card”. It seems to have a positive impact on the grade and it is often mentioned together with “price”.
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Reviewers who mention the price seem to give a higher grade than the average of all topics: 3,89 / 5 compared to 3,77 / 5. It is the second most talked-about topic but since 2017, it has been talked about less.
“Fast” has an average grade of 4,14 / 5, which is higher than the average of all grades. It is often mentioned together with “efficient” and “reliable”.
What can we tell from this?
One thing that customers seem to appreciate is how fast and efficient it is to travel with Sydney Rails. Several reviewers also recommend others to get the Opal card, which is the fare collection system for public transport services in Sydney.
While Sydney Rails claims that customers are the centre of everything they do, our analysis indicates that customers might not necessarily agree with this. Both “service” and “staff” have a negative impact on the grade, especially when “staff” is mentioned together with “help”. However, it looks like the negativity for the staff reached its lowest point in 2017 and since then, it has been talked about in a more positive way.
One way for this train operator to show that they really care about their customers is by listening to customer feedback.
Want to try this kind of analysis on your own data?
Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.
Gavagai is a Swedish language-tech company using advanced AI to help businesses analyze text and feedback – so they can understand their customers better. Spun off from the Swedish Institute of Computer Science, our Word Space Technology has grown and improved over 20 years, and our research team has published more than 400 academic papers.