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Railhub Archive
1999-05-07 ATO-001


Research shows improved standards of ticket selling

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Association of Train Operating Companies

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Research shows improved standards of ticket selling

7 May 1999
source ATOC
type Press release

The quality of service provided by ticket staff at railway stations showed an improvement last year compared with 1997. And the 25 passenger train companies have agreed to work closely together to improve the standards of ticket selling yet further.

Independent market research carried out on behalf of the train operating companies showed that the quality of ticket sales scored 94.3 per cent in 1998 compared to 90 per cent in 1997.

The researchers made more than 10,500 visits to 636 railway stations around the country and scored all the train companies on sales transactions at their ticket offices. Scores ranged from 98.8 per cent to 86.5 per cent. (A complete table of scores for all the train operating companies is attached).

In separate, independent market research on quality of service, the National Rail Enquiry Service (NRES) call centres, which handle more than a million calls a week, received a 95 per cent score, a big improvement on the results in previous surveys. For the vast majority of callers making straight forward timetable and fare enquiries, the scores were excellent. The survey also identified some areas that needed more work such as choice of operator, arrangements for disabled passengers and railcard options. ATOC is working with call centre suppliers on a range of improvements including better training standards.

George Muir, Director of the Association of Train Operating Companies (ATOC), which commissioned the research, said today: ìThe ticket sales scores show we are making steady progress towards our goal of delivering wholly accurate and complete ticket sales to travellers. There are a number of factors which affect the scores. In order to understand these better and to improve passenger services, the train companies with scores at the lower end of the table have agreed to undertake an analysis and improvement plan.î

The ticket selling survey covered a range of different types of sales transactions from simple ìturn up and goî journeys to more complicated advanced purchase sales where a range of ticket options were available depending on the passengerís needs. Ticket sellers were marked down for not offering the cheapest fare, not charging the correct price ñ undercharging or overcharging by 10 pence or more ñ issuing an inappropriate ticket and inability to supply the requested ticket (eg refusal to sell an off-peak ticket in advance during a peak period).


For more information: David Campbell Bannerman, Communications Director 0171 904 3010 or pager (01523) 523 523 pager no. 849718

Railhub Archive ::: 1999-05-07 ATO-001


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