PRESS RELEASE 06/12/2023 - PASSENGER TRANSPORTATION SERVICES QUALITY INDICATORS
‘’We inform our dear passengers that in the two previous quarters of 2023, no press release was issued with the results of passenger service quality surveys, due to the special conditions of the railway in our country. In early 2024, a comprehensive press release will be issued for all the results of the 2023 quality surveys.’’
HELLENIC TRAIN informs the passenger public that the processing of the quality measurements of the HELLENIC TRAIN’ passenger transportation services for the quarter July - September 2023 has been completed.
Our company has installed and implements a complete quality control system of passenger transportation services according to the European standard EN 13816: 2002 «transportation - logistics and services - public passenger transport - service quality definition, targeting and measurement». The implementation of this system is controlled and certified by the independent Certification Body, from 2013 for the route Athens - Thessaloniki with Intercity, and from 2017 for the entire railway network.
In this context, HELLENIC TRAIN has organized and monitored a series of Quality Indicators (KPIs) to continuously improve its services, based on quarterly passenger satisfaction surveys (Customer Satisfaction Surveys - CSS) and quarterly assessments using mystery shoppers / passengers (Mystery Shopping Surveys - MSS), conducted by an independent specialized research company.
In the 3rd quarter of 2023 the public passenger of HELLENIC TRAIN S.A., rating their journey in the more critical Quality Criteria (KPIs):
- 59,42% state that they are satisfied overall (general satisfaction) (78,00% for the corresponding third quarter of 2022),
- evaluate very well the cleanliness of vehicles at a rate of 69,28% (73,74% for the corresponding third quarter of 2022),
- evaluate very well the travel information they receive from HELLENIC TRAIN at a rate of 74,51% (77,17% for the corresponding third quarter of 2022),
- note weaknesses in the punctuality of the itineraries so it declared satisfied the 51,12% (59,74% for the corresponding third quarter of 2022), and
- in the safety & security they perceive in their trip at a rate of 51,84% (82,72% for the corresponding third quarter of 2022).
HELLENIC TRAIN aims to continuously improve the Quality Indicators and at the same time maintain them in positive ratings of over 70%. Cases that do not meet these two conditions are investigated to launch appropriate corrective actions for HELLENIC TRAIN itself or in cooperation with OSE which is the Infrastructure Manager and handles many issues relevant to itineraries, infrastructure reliability and other quality criteria.
We sincerely thank the passengers for their trust and our staff for their efforts, in these special conditions of the railway in our country.
