Which? Report - Our Response

The article Off the rails in the October ‘Which?’ magazine appears to be based on a survey conducted with a sample size of just 25 calls. The results from such a small sample cannot claim to be representative.

National Rail Enquiries checks the accuracy of its call handling by employing two independent and expert companies who between them measure 18,000 calls per year.

National Rail Enquiries are regulated by the Department for Transport to provide accurate and impartial information for all UK train services operated by the 20 Train Operating Companies. We have to give the right answer on a minimum of 95% of calls. The results from October 2006 to March 2007 were 96.1% and April 2007 to Aug 2007 is 97.2%.

National Rail Enquiries also measure customer satisfaction against global best practice standards. Currently 87% of our customers say that they would recommend our service to family and friends.

Finally, National Rail Enquiries measure the level of complaints received about our service. These continue to reduce year on year, current figures represent just 0.011% of total calls, which equates to 1 out of every 9000 calls.

It is also worth noting that the accuracy of ticket selling at station booking offices is also measured as part of the regulatory framework. In 2006, almost 6,000 mystery shops were undertaken at stations by an independent market research company. Based on twelve representative types of journey, booking office staff sold the correct ticket 99.1% of the time.

National Rail Enquiries and Train operators take all feedback seriously and are confident that they will continue to provide excellent quality of service to passengers.