Monday 30 November 2020

 

< back | business | images | knowledge | library | rail unveiled | home

archive

::: RMT calls for urgent meeting with Network Rail’s Hendy



Railhub Archive
1999-08-25 SRA-002
Shadow Strategic Rail Authority

0

Rise in rail complaints causes concern


keywords: click to search


Shadow Strategic Rail Authority
SSRA



Phrases in [single square brackets] are hyperlinks in the original document

Phrases in [[double square brackets]] are editorial additions or corrections

Phrases in [[[triple square brackets]]] indicate embedded images or graphics in the original document. (These are not usually archived unless they contain significant additional information.)


Shadow Strategic Rail Authority

Rise in rail complaints causes concern
_______________________________________________________________


related documents


1999-08-25 Regulator demands action as complaints top a million (Office of the Rail Regulator)

_______________________________________________________________


date
25 August 1999
source Shadow Strategic Rail Authority
type Press release



Today's publication by the Rail Regulator of new figures recording an 8% rise
in passenger complaints to train operating companies shows that there is still
much to be done to improve quality of service on the railway. The figures must
be viewed against a continuing rise in the numbers of people travelling by rail
- up around 5% in the same period.

Commenting on the findings of the latest Rail Complaints Bulletin, Nick
Newton, the SSRA's Executive Director for Franchise Management said:

" Like the Regulator, we expect operators to provide all round excellence for
their passengers. This extends beyond the vitally important operational
performance, which still accounts for over half of all complaints, and into other
important areas such as retailing standards and train cleanliness, which from
these figures, are disappointing and not up to scratch across all of the
network.

" The SSRA currently tracks customer perception in many areas via individual
periodic customer satisfaction surveys and recently awarded a three year
contract for a National Passenger Survey to obtain passenger feedback on
the full network picture.

" It is encouraging to see the improvements in speed of response to
complaints and it is vital that the industry acts on the complaints it receives.
One way or another, the railway must deliver improvements in service quality
so that it meets and exceeds the needs of its customers."


Railhub Archive ::: 1999-08-25 SRA-002





Monday
30




Not logged on
Visitor










16 stories



1 document