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Voice of the Customer Survey

At CN we believe that Customer satisfaction is important and allows us to remain aligned with our customers’ needs as well as important trends that influence business decisions. Our goal is to continue improving year over year and to provide our customers consistent, reliable and efficient service.

2019 Results

Our overall customer satisfaction score was 73%. Customers rated CN favorably in many areas and noted our efforts in particular from a service, investment and corporate communications perspective. Compared to last year’ survey, we saw a small improvement across all questions. More customers see CN as a partner and less customers said that we failed to meet our service commitments to them. Consistently however, customers sited service, reliability, transit times as well as our proactivity/flexibility as being areas that we need to address.


For this year`s survey, our customer satisfaction target is 75%. We strive to improve customer satisfaction and deliver on our commitments.