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MTR Express rated best railway operator in 2019 Swedish Quality Index survey for the fourth consecutive year

13 May 2019

MTR Express rated best railway operator in 2019 Swedish Quality Index survey for the fourth consecutive year

MTR Express, the inter-city train operator from Stockholm to Gothenburg, a subsidiary of MTR Corporation, has been once again rated the best railway operator in the 2019 Swedish Quality Index survey.

MTR Express was first honoured with this recognition in 2016, making this the fourth consecutive year that the company has outscored its competitors. Measuring customer satisfaction in the transport industry, the Swedish Quality Index analyses how travellers experience their journeys by bus, flight and train against a series of rigorous criteria.

While the survey shows customer satisfaction in the passenger transport industry overall is decreasing, the scores for the railway industry remain consistent. Across all modes of transport, sustainability was prioritised by customers, but shorter travel time and convenience still prevailed as the most important issues.

This achievement is the latest recognition of MTR’s track record of delivering performance excellence through its operations.

The MTR Express service was launched in March 2015, providing an open access train service between Stockholm on the east coast and the city of Gothenburg in the west with an average customer satisfaction of just over 90%. There are 90 weekly trips in total across the 455km route.

Commenting, Jeremy Long, CEO European Business, MTR Corporation, said:  “I am very pleased that the quality of our MTR Express operation has been recognised once again in this way in this survey.”

Apart from MTR Express, MTR also operates the Stockholm Pendeltåg commuter railway and the Stockholm Metro concession MTR Tunnelbanan, which serves more than one million trips every weekday on a 108-km network.

In the UK, MTR is the operator of the Crossrail concession, currently running as TfL Rail services between Liverpool Street and Shenfield; and between Heathrow and Paddington. MTR also operates South Western Railways, one of the largest UK franchises, as a joint venture with First Group.

 

 

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About MTR

 

Key Facts

 

  • MTR Corporation is acknowledged as one of the world’s leading operators of metro, commuter and airport rail systems and has a successful international consulting business. It is also an acknowledged world leader in Rail + Property development, and manages shopping malls, retail units, apartments and other major buildings along some of its lines.

 

  • Listed on the Hong Kong stock exchange, MTR has a market capitalisation of approximately £29 billion, and is included on the FTSE4Good and Dow Jones Sustainability Indexes.

 

  • MTR Corporation won more than 50 awards in 2018 for quality, customer service and sustainability, including in London, Sweden, Melbourne and Hong Kong. It was listed in Fortune magazine’s “Change the World” list in 2017 in recognition of its corporate responsibility work, and in 2019 was awarded the prestigious Swedish Quality Award for the second time.

 

 

MTR – Sweden

 

  • In Sweden, MTR runs the Stockholm Metro service MTR Tunnelbanan, the Stockholm Pendeltåg commuter railway and provides open access MTR Express services between Stockholm and Gothenburg.

 

  • In February 2015, MTR was presented with the Swedish Quality Award for its operation of the Stockholm Metro and was once again presented with this award in 2019 one of very few companies to receive the Award twice.  The prestigious prize is awarded annually by the Swedish Institute for Quality to an organisation that serves as a role model for quality work and has shown a longterm, systematic approach to introducing quality improvements.

 

  • MTR Express has been recognised as Best Rail Operator in Sweden by the Swedish Quality Index in 2016 to 2019, and customers voted it second in the inaugural Swedish Innovation Index in 2019.

 

  • Since December 2016, MTR Nordic has run the Stockholm Pendeltåg concession. Stockholm Pendeltåg is a commuter railway system which connects Sweden’s capital city with surrounding county areas. It consists of four rail routes with a total length of 250 km, serving 53 stations and carrying approximately 87 million passenger journeys a year.

 

MTR – Rest of the world

 

  • In Hong Kong, MTR runs the metro, light rail and Airport Express services, and is the developer and manager of significant rail-related property interests. It does not receive government subsidy for its day-to-day operations. The Hong Kong metro system is one of the busiest and highest performing railways in the world with 99.9% of passenger journeys delivered on-time. It also manages 13 shopping malls and more than 1,300 retail units in stations along the line.

 

  • In 2018, MTR commenced High Speed Rail services in Hong Kong. Running from Hong Kong West Kowloon Station, the High-Speed Rail connects Hong Kong to the national high-speed rail network of over 29,000km in length, and passengers can conveniently travel directly to 44 destinations in the Mainland of China without interchange. MTR was also the project manager for the construction of the 26-km Hong Kong Section of the Express Rail Link.

 

  • In 2016, MTR delivered two major projects in Hong Kong, including its newly-launched South Island Line (SIL) which includes four new stations and a new mega interchange. The first year of operation on the line saw on-time passenger journey performance of 99.9%, and SIL was named International Project of the Year at the 2017 British Construction Industry Awards. An additional project, the Shatin to Central Link, is under construction.

 

  • In China, MTR operates the Beijing Metro Lines 4, 14, and 16 and the Daxing Line extension, Shenzhen Metro Longhua Line and the Hangzhou Metro Line 1. Further projects and concessions in development include Hangzhou Metro Line 5, and property projects along Shenzen Metro Longhua Line and Tianjin Metro Line 6.

 

  • In 2017, MTR was named Asia Pacific Digital Transformer of the Year at the International Data Corporation (IDC)’s inaugural DX awards, building on its previous selection from IDC as Hong Kong Digital Transformer of the Year

 

  • In Australia, MTR is the 60% lead shareholder of Metro Trains Melbourne (MTM), the operator of Melbourne’s metropolitan trains service. A vertically integrated railway, MTR is responsible for both the operations of the line and the infrastructure management along the line. The system consists of 203 six-carriage trains across 409km of track, and transports 670,000 customers each day. In 2017 MTM was awarded a new seven-year franchise contract, with a three-year further extension option. In 2016 MTR Corporation was awarded the Large Employer of the Year award at the Australia Training Awards.

 

  • MTR is also part of a consortium awarded the Public-Private-Partnership (PPP) contract to deliver and operate the Sydney Metro Northwest in Sydney. This is phase one of the wider Sydney Metro project.