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date 4 December 1998 source ATOC type Press release
Commenting on the Rail Regulator's decision to confirm an enforcement order on The National Rail Enquiry Service, ATOC Chairman Ivor Warburton said:
"This decision is extraordinary. The National Rail Enquiry Service is highly successful: with 85% satisfaction levels, 96% of calls correctly being answered and 6 million more calls being handled now than a year ago."
"At a time when the performance of the National Rail Enquiry Service is at an all time high, it is disappointing that the Rail Regulator has threatened to impose fines. We should instead all be celebrating the real success that we have."
KEY NRES FACTS
o The most recent report from the Central Rail User's Consultative Committee (Dec 98) has shown that complaints about the service have more than halved over the past year and complaints on access to the service - the very aspect on which the order has been made - have gone down by 90%.
o The Regulator's decision is based on a small sample. If taken over one year NRES has answered 91.5% calls in 12 months to October '98.
o NRES answered almost 20% more calls in October '97 to October '98.
o NRES is answering 6 million more calls a year: 51 million 1997/1998 compared to 45 million 1996/1997.
o The most recent period (period 8) shows a daily average of 95.1% calls answered. Only 2% of calls are not answered after either one or two attempts.
Current NRES performance for this year is as follows:
