Results of the Summer Monitor

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

Independent monitoring surveys were carried out during July & August 2010. 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

This table shows Customer Satisfaction Ratings which are customers’ opinions of the services provided by the Enterprise.

Our standards will be monitored again in Autumn 2010.