Customer Affirmation

Each year, THSRC commissions a third-party organization (Ipsos in 2025) to conduct a customer satisfaction survey. In 2025, the online survey results showed that the average overall service satisfaction across four major service dimensions (ticketing services, station facilities and services, on-board facilities and services, and station transfer environment and services) reached 95%. This included a high priority level rating of 94%–96% and a high satisfaction rating of 93%–97%. THSRC executes situational simulations and comprehensive training programs for each of the four major service dimensions, training station staff and train crew to collaborate and respond to common passenger situations (such as assisting passengers who neglected to disembark), emergency needs (such as seeking medical attention for physical discomfort), and special requirements. Building upon the foundation of standard operating procedures, THSRC personnel have also received wide acclaim from passengers for their attentive observation and sincere, enthusiastic services.