Brothers and Sisters, 
 
It is often surmised that there is a direct correlation between how a company treats its employees and how it treats its customers. If this is true, then its no surprise that CP and CN have a lot of unhappy customers.
 
In a survey of railway customers conducted by Andrew Ennis on behalf of the Federal Government, only about 17% of those surveyed said they had a high level of satisfaction with the service they received from either CN or CP.  Typically, such surveys in other industries would elicit a response in the 50 - 70% range of high level satisfaction.
 
As Mr. Ennis points out, most companies go out of business if they don't have satisfied customers. This does not appear true of the railroads.We all know that CN and CP are still realizing huge profits throughout a recession (CP has even being paying dividends on shares).
 
As railway employees, we know that there is an apparent arrogance throughout management. An arrogance and attitude that gives credence to the old saying, "There is the right way, the wrong way and then there is the Railway."
 
When the railways are making profits, it is good for our membership and for the country. We want them to continue and we encourage the introduction/ application of processes that increase efficiency through safe operations, proper training, work scheduling, competent organization,employee morale and customer satisfaction. 
 
We encourage these processes to be based on reality not just the spin of PR people.  Reality based processes will equate to real improvements. No employees should ever hear that the railway "...can operate without these people...". Or that unionized employees, when faced with job abolishments, should "...suck it up, buttercup...".  The results of this government requested survey should be a wake up call to CN and CP and hopefully, it will be.
 
The "Lords of the Line" attitude, unless radically changed, may very well come back to hurt their bottom line in some locations. Yet many customers, depending upon where they are and/ or what they ship, are forced to move their goods through the railways as there are no other alternatives. These customers claim to feel "captive" and it would appear that their carrier takes full advantage of this. And some are calling for government intervention.
 
According to statistics, CP has better customer satisfaction than CN, but really, neither is doing very well in that regard. The railroads have to remember, that in safety, efficiency and/or customer satisfaction, it is not much of an achievement to receive the higher of two failing grades. The goal should be to pass with honours, which is a goal that is not only easily achievable but may also be necessary to live up to the company's Vision & Values statement, as well as their business ethics policy.
 
Stay safe, stay strong, stay united,
 
Bill Brehl
President
TCRCMWED
 
 
Railways customers slam freight service
By Scott Deveau, Financial PostMarch 4, 2010
Read more: http://www.montrealgazette.com/business/fp/Railways+customers+slam+freight+service/2638090/story.html#ixzz0hUvntMjn