PRESS RELEASE 30/07/2024 - PASSENGER TRANSPORTATION SERVICES QUALITY INDICATORS

HELLENIC TRAIN informs the public that the processing of the quality measurements of HELLENIC TRAIN’s passenger services for the Q2 2024 (April - June 2024) has been completed.

Our company has installed and implements a complete quality control system of passenger transportation services according to the EN 13816:2002 European Standard «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, since 2013 for the route Athens - Thessaloniki - Athens with Intercity (IC), and since 2017 for the entire railway network.

In this context, HELLENIC TRAIN has organized and monitored a series of Quality Indicators to continuously improve its services, based on quarterly Passenger - Customer Satisfaction Surveys (CSS) and quarterly assessments using ‘’Mystery’’ shopper / passenger (MSS), conducted by an independent specialized research company.

In the 2^nd quarter of 2024 passenger of HELLENIC TRAIN, rating their journey in the more critical Quality Criteria (KPIs):

• 60,85% state that they are completely or very satisfied (general satisfaction) (56,48% was the previous measurement for the corresponding Q1 2024),
• rate the cleanliness of vehicles well, stating that they are completely or very satisfied at a rate of 71,75% (69,35% was the previous measurement for the corresponding Q1 2024),
• evaluate well the travel information (normal conditions) they receive from HELLENIC TRAIN, stating that they are completely or very satisfied at a percentage of 75,95% (73,47% was the previous measurement for the corresponding Q1 2024),
• note weaknesses in the punctuality of the itineraries with a satisfied rate of 50.50% (50,93% was the previous measurement for the corresponding Q1 2024), and
• 49.65% state that they are completely or very satisfied with the perceived safety & security  of their trip (44.57% was the previous measurement for the corresponding Q1 2024).

2023 was an extremely difficult year for the railway in our country. The results of HELLENIC TRAIN passenger service quality surveys for the year 2023 could not be unaffected by the extremely unfavorable conditions that prevailed.

A long-term Action Plan is already underway, with actions and practices to restore the credibility of HELLENIC TRAIN to the public, an Action Plan that will also bring about the gradual restoration – improvement of Quality Indicators and the maximum possible improvement of services, in collaboration with the OSE, the Infrastructure Manager of the rail network, and handles many issues related to services, infrastructure reliability and other quality criteria.

We thank all passengers for their trust in our services and our staff for their efforts.