This year's Swedish Quality Index (SKI) has been presented and MTRX has taken first place in passenger transport this year. The survey, which is conducted every year by SKI to find out which company has the most satisfied customers, is a benchmark in many industries. This is the eighth survey in a row that MTRX has been the best among train companies, but the first time it has topped the entire transport category. The company is thus placed at a safe distance ahead of competitors such as SJ but also airlines such as SAS and BRA.
The independent Swedish Quality Index, SKI, annually measures travelers' perceptions of trains, buses and airlines. The 19th measurement in the series was presented today with a new number one. The train company MTRX ranks highest this year, improving on its second place from last year. MTRX has participated since 2016 and has been the best in comparison with all other train companies every year. This year, they can therefore boast of being the best in the entire passenger transport industry.
MTRX not only climbs one position in the measurement, but also increases its customer satisfaction index by a whopping 9.8 percentage points, the largest increase of any company measured. With a customer satisfaction index of 81.1, it is comfortably ahead of industry peers such as SJ and Snälltåget as well as the airlines SAS, Norwegian and BRA. The industry average is 68.3.
– It feels indescribably good to finally be number one in this year's SKI survey. We have been close before and we have always been better than our competitors on the railway, but it is of course another level to be the best of all in passenger transport. This is the result of hard and focused work to always put the customer experience first, says Filip Thunell, CEO of MTRX.
SKI notes in its summary of the measurement that only MTRX and one other company, Vy Bus4U, end up above 75 in the index, which indicates that they have very satisfied customers. The organization points to the strong result as the high level of service contributing to better value for money, something that distinguishes MTRX from much of the competition.
– A big reason for our satisfied customers and, by extension, this result, is our willingness to turn and twist the details. We receive a lot of feedback from our customers as well as our colleagues on board the trains. We do our best to listen and then try to translate it into improvements, small and large. This, combined with a personal approach, means that we can boast more and more loyal customers, says Filip Thunell.
In February, it was announced that owner MTR Nordic was selling MTRX to Finnish VR Group. The formal takeover is expected to take place at the end of May this year.
According to the press release.
