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Enterprise Monitoring Results

Results of the Autumn Monitor

This publication presents the seventeenth set of results based on the Enterprise Passenger’s Charter,which first came into effect on 23rd November 1998. We promised in the Charter that we would independently monitor our performance twice per year.

The figures shown in the Customer Satisfaction table were obtained from independent monitoring surveys, which were carried out during November 2007. Ipsos MORI undertook the monitoring process and measured our achievements as they relate to the standards set out in our Charter including:

• Reliability
• Being on Time
• Comfort
• Courtesy
• Cleanliness
• Answering the telephone

The first table, Customer Satisfaction Ratings, shows customers’ opinions of the services provided by the Enterprise. The second table, Observation Ratings shows the performance of the Enterprise service, independently monitored annually by mystery travellers, during June 2007, against our commitment to the Enterprise Charter.

The latest set of Customer Satisfaction ratings show  a marked improvement on the previous set of monitoring results with 18 out of 19 categories rising  from the previous period. Quality of Toilets was rated 5% higher than during the previous period, Punctuality of Service improved by 2% and Quality/Value for Money of Catering increased by 3%. Notably high results included Seat Availability (90%), Personal Safety (94%), and Internal Cleanliness of Trains (90%). Overall satisfaction has also increased from 80% to 81.4%.

The observational ratings also show significant improvements in most areas from the previous year’s results. Reliability of Service remains at 100% whilst Punctuality of Departures is up 5% and Punctuality of Arrivals improved by 7% from 2006. Perhaps the most encouraging improvement is satisfaction with Queuing Times which has increased from 72% in 2006 to 90% for 2007.

The information gathered through this monitoring report continues to help us prioritise areas of our service for improvement. All feedback, both positive and negative, is used,where necessary to improve and develop our services.

Our standards will be monitored again in Spring 2008.

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