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| QR's new social media strategy |
Back in December 2016, BrizCommuter ran a tongue in cheek
blog post about Queensland Rail's (QR) plummeting review score on Facebook. QR's rating was last seen at an abysmal 1.5 out of 5, thanks to stacks of angry passengers infuriated with poor timetables, broken down trains, poor customer information, axed services due to Rail Fail, hourly train services at Easter and weekends, and badly managed rail replacement services (the list could go on and on). In fact the only positive ratings were believed to be fake ratings from relatives of QR staff! In order to avoid the truth about what happens when rail service providers have utter contempt for passengers, QR have recently deleted the facebook reviews (including 650+ 1 star reviews) and related negative comments from their Facebook page.
In a bit to somehow make passengers think that QR aren't incompetent, QR have decided to change their social media strategy to wide angle photos of dogs, or donuts. Have QR forgotten that they are a rail operator?
Additionally, QR keep deleting service information posts once they are out of date (rather than keeping them in the timeline), thus
deleting all the negative posts. Thankfully, BrizCommuter saved the negative comments from the Easter Rail Fail, so that they are archived indefinitely. Ouch - the truth hurts!
Their goal is stated as "We aim to be Australia's best performing railway delivering safe, on time, customer-focused and efficient rail services."
ReplyDeleteAs they have failed on every stated goal, I would like to suggest they aim a little lower, into the realm of realistically achievable: "We aim to be a performing railway."
I know that's still a stretch, but it is a goal that - given time and resources - they might just achieve and would be a substantial improvement.
Well. QR and Translink are having a tough time keeping up with all the negative comments coming their way at the moment. HAHAHA. Weekend timetable has come early hehe
ReplyDelete