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Stay Informed

Customer

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.


2020 Results


In 2020 the survey was done in three phases; April/May, July/August and October/November and distributed to rail freight revenue customers across all segments of the business. Our overall customer satisfaction score was 68% down from 73% in 2019. Customers rated CN’s investments in our network favorably, and most were also confident that CN would be able to serve their future transportation needs with our existing network reach and service offerings. Customers in all business segments sited service and communication at the local level as areas that need to be addressed.


2021


For this year’s survey, our customer satisfaction target is 75%. The survey will be done in three phases; spring, summer and fall. The survey will be distributed to rail freight revenue customers across all segments of the business.


Addressing Customer Issues


Thank you to everyone who has taken the time to answer our surveys. By listening to customer feedback, our goal is to continue to improve year-over-year so that we can provide our customers with service that is safe, consistent, reliable, and efficient.


Here are some of the ways that we are continuing to improve our service:


CN’s Capital Program

Through CN’s Capital Program, we continue to invest in order to boost capacity, improve network resiliency, and meet the growing traffic and demand on our corridors. Over the last three years, CN invested over $10-billion dollars in capital expenditures. These include expansion projects that add track in yards to handle growing traffic, new sidings that improve reach and resiliency, as well as continued investments in multi-year initiatives that increase capacity. Learn more about our Capital Program.

Products and Services

We are continually working to improve the products and services currently available at CN, such as our recent updates to the CN ONE eCommerce transactional site. At the same time, we are also continuing to introduce new products and services, in order to further meet the needs of our customers. We are expanding service offerings for customers through:

  • The opening of a new Intermodal Terminal in Regina, and New Richmond
  • The recent acquisitions of TransX and H&R to enhance our refrigerated service product offering
  • Our planned future expansions intermodal and automotive facility in Milton, the Port of Mobile and the Port of Quebec.

Investing in Technology

CN is investing in exciting and scalable innovations that enhance safety, and efficiency, as well as create value for our customers. As the deployment of our key technology projects ramp up over the years, our new cutting-edge systems will:

  • Increase safety and reliability
  • Improve inspection reliability and efficiency
  • Provide rich data analytics
  • Generate predictive modelling
  • Drive capacity enhancements

Some of the projects included in this initiative are the Automated Inspection Portals, the Autonomous Track Inspection Program , and CN’s Mobile Reporting services.


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 on-going conversation with our customers. We offer multiple customer touchpoints in order 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 as well as 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 action 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.

We continue to learn, adjust, and evolve. Our priorities for 2021 and beyond; to maintain a high quality of service for our customers, and continue to innovate to deliver improved products and services.