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Business: Issue Issue 14 30 Jul 2010

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Franchising, Performance, Rail, Regulation, Surveys, DfT/SRA, Other, All of UK

New mystery shopper monitoring regime will end micromanagement

A new service quality management system will be introduced in new franchises and designed to reduce the need for detailed Department for Transport  micromanagement.

Moves in this direction began last year when the DfT specified that the new South Central franchise would be required to meet passenger satisfaction targets as measured by the National Passenger Survey (NPS). However, the DfT considers that a more sophisticated measure is required in order to give it confidence to step back...

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