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Railhub Archive
2002-04-29 ATO-001


ATOC attacks misleading Which report

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Association of Train Operating Companies
National Rail Enquiries

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ATOC attacks misleading Which report

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Crossrail (NAO, 2014)


29 April 2002
source ATOC
type Press release

The Association of Train Operating Companies (ATOC) today attacked the Which Report into rail information describing it as misleading and unrepresentative.

Commenting on the Which survey, ATOC Director and Chief Executive of the National Rail Enquiry Service, Nick Illsley, said: "To carry out a tiny sample and then claim that two out of three responses are inaccurate is statistically meaningless.

"ATOC met with representatives from the Consumers’ Association last week to discuss their survey and show that their information does not reflect the same results of independent and substantially more robust research commissioned by ATOC. Clearly they had their own agenda and determined to publish their story, no matter how unrepresentative it is. We are extremely disappointed with the attitude and behaviour of the organisation that calls itself a consumer champion when clearly it is publishing misleading information.

"ATOC commissions numerous independent surveys that are designed to test the range of different enquires and transactions that passengers actually make. They are subject to agreement and audit by the SRA as the responsible regulatory body (please see notes to editors for surveys and results).

"All enquires [[enquiries]] should be answered correctly and this is our goal. However, as a representative from the Consumer Association admitted at our meeting with them last week, the questions were designed to test the quirks and play the system rather than measure service quality for real passengers. Our quality management regime has focussed on real questions asked by customers ensuring that we get this right consistently."

For more information ATOC press office 0207 904 3010

Note to editors

Mystery Shopper Survey
A survey of ticket retailing at Britain’s railway stations has achieved a 95.6% accuracy rate [[–]] the second highest result ever achieved. Researchers carried out more than 10,500 transactions at 698 railway stations around the country and scored all the train operators on sales transactions at their ticket offices.

National Rail Enquiries
The NRES quality management regime, which is measured by more than 8,000 mystery shopping enquiries, has produced an improvement from 84% accuracy in 1997 to 97% in 2002. In addition, more than 2,000 customers are interviewed each year to test their satisfaction with the service. The latest results produced an average rating of 9 out of 10 with the service and 99% of customers would recommend the service to friends or family.

Railhub Archive ::: 2002-04-29 ATO-001


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