The 2024 survey was conducted to ensure a significant portion of CN’s customers who pay for rail freight services across all business segments were engaged. As in the past years, the survey was done in two phases, spring and fall, to evaluate customer satisfaction.

We aim to provide the service our customers need to perform and win in their markets. In 2024, our overall service rating was 91% up from 88% in 2023.

To strengthen customer relationships, we aim to make it easier to do business with us. In addition to reliable and cost‑effective service, customers increasingly ask for more real‑time access to information and enhanced communication, and for their experience to be quick and intuitive. We seek to improve our customer centricity by providing greater access to information and enhanced self‑service tools that deliver on their expectations and help them make data‑driven business decisions.

We continuously work to optimize the CN One eBusiness platform and its related mobile application, where customers can get consolidated, real‑time information about their carload and intermodal shipments, among other data. We implemented a solution that centralizes customer inquiries and automates processes to expedite resolution by the appropriate CN Customer Service/Experience team. For added supply chain visibility, CN is also expanding the data available, through Application Programming Interfaces (APIs), to give customers the flexibility and convenience of automatically and securely pulling the specific track, trace, payment and sustainability‑related information they need, directly into their systems.

Other technology investments have transformed our intermodal terminal operations and related logistics ecosystems to better serve key stakeholders and improve operational capacity. CN's Smart Terminal program — now implemented in six terminals — improves inventory accuracy, enhances real‑time visibility of resources, and streamlines loading and unloading operations to ensure safer, more efficient operations. It leverages advanced data analytics to drive business improvements to meet customer needs.

2025

For this year’s survey, our goal is to maintain or improve our 2024 service rating. The survey will be done in two phases and will be distributed to rail freight revenue customers across all segments of the business.

Addressing Customer Issues

We would like to thank our customers who take the time to answer our surveys. We listen to customer feedback and continue to improve year-over-year, providing our customers with service that is safe, consistent, reliable and efficient.

Here are some of the ways we continue to improve our service for you:

CN’s Capital Program

Over the last five years, CN has invested more than $15 billion to help expand capacity on our network, enhance resiliency, and strengthen our performance for customers over the long-term. Our 2025 capital program, which is expected to be approximately C$3.4B (net of amounts reimbursed by customers), underscores our commitment to growing capacity, enhancing safety, and powering sustainable growth across its North American network.

CN’s 2025 capital program includes approximately $2.9 billion allocated to its maintenance and strategic infrastructure initiatives across Canada and the United States. Projects already underway include over 225 miles of new rail installation and approximately 8 capacity building projects in Western Canada scheduled to come online by the end of this year.

As part of this investment CN is also allocating over $500 million to upgrade and expand its rolling stock, reinforcing our focus on providing safe, reliable, and efficient service for customers across its network.

In 2024, CN invested approximately $3.5 billion CAD, of which $1.7 billion was spent to maintain the safety and integrity of its network, particularly track infrastructure.

More highlights from CN’s strategic infrastructure investments in 2024 included:

• Over $75 million CAD (USD $54 million) in a four-mile siding extension in the Greater Chicago area, boosting corridor capacity by 17%.
• Advancing projects to improve fluidity and capacity in the Greater Vancouver area, such as a $7.6 million initial investment in the multi-year Holdom Overpass project, and $2 million for enhancements to the Thornton Tunnel, as well as another $7 million for upgrades to both the Lulu Island and Fraser River Bridges.
• Over $60 million invested with its project partners, towards the completion of Phase 1 and advancement of Phase 2 of the new high efficiency loading fuel terminal at CN’s MacMillan Yard in Vaughan, Ontario, serving customers in the Greater Toronto Area.

This annual investment in capital projects and maintenance activities drives the safety and efficiency of CN’s operations, laying a solid foundation for long-term sustainable growth.

Ongoing Communication :

At CN, we are committed to partnering with our customers to help them grow their businesses. To do this, it is imperative that we maintain ongoing conversation with our customers. We offer multiple customer touchpoints to encourage the free flow of information so that we can continue to better understand our customers’ markets as well as their key drivers.

We also work in partnership with our customers to systematically develop growth strategies. We continue to review train and railcar requirements so that we can align capacity with current and future customer demand. By monitoring market conditions and anticipating changes, our goal is also to be able to proactively adjust our services accordingly to your changing needs.

Grain Plan

Every year CN puts out a comprehensive Grain Plan that outlines the details of how we plan to meet the anticipated volume of grain expected to be moved in the crop year. The objective is clear. It is the safe, effective, efficient, and timely movement of grain throughout the coming crop year. Learn more about our Grain Plan.

Winter Plan

Our annual Winter Plan sets out the actions and innovations that we have implemented to enable us to maintain our operations through the winter at a level acceptable to the needs of all of our customers while ensuring we continue to operate in a safe and efficient manner. The Winter Plan serves as a framework to ensure that we meet the needs of our customers and stakeholders in the challenging winter months ahead. Learn more about our Winter Plan.

Building for a Sustainable Future

Delivering Responsibly is at the heart of how CN is building for a sustainable future. We are raising our game to deliver for a sustainable future, to make a meaningful difference for our people, our customers and the many communities where we operate. Learn more about how CN is building for a sustainable future: Delivering Responsibly.

We continue to learn, adjust, and evolve. Our priorities for 2024 and beyond are to maintain a high quality of service for our customers and continue to innovate to deliver improved products and services.

We continue to learn, adjust, and evolve. Our priorities for 2025 and beyond are to maintain a high quality of service for our customers and continue to innovate to deliver improved products and services.