European Survey

[Derek Wheeler]

The European Commission has awarded the Nexus Institute for Cooperation
Management and Interdisciplinary Research, in Berlin (Germany), a contract
to survey the standards of customer care in complaints handling, redress and
compensation schemes for all modes of passenger transport in Europe.Part of
this survey is to engage with passenger representation bodies and survey
their assessment and perception of service standards provided by operators.

Platform 11 are delighted to announce that we were chosen to participate in
this Survey. We have submitted detailed responses in relation to the
questions presented to us. Areas covered in the survey included;

Important elements of good customer service.

Confidence and satisfaction levels in relation to charters and guarantees
provided by Irish Rail.

Irish Rail's performance in communicating service standards to the
passenger.

Protecting passengers interests.

Our invitation to participate in this survey, is yet another step forward
for rail users in Ireland and an important milestone for a growing
organisation like Platform 11. We are the only independent representation
body for rail transport users throughout the Republic of Ireland and we
continually endeavour to be their voice in an effort to promote passenger
involvement on our rail and tram networks in areas such as operation,
customer service and new projects.

[Mark Gleeson]

http://www.platform11.org/news/news....006&no=20.html