Condor Ferries has published its key performance indicators for last year which show a further improvement in overall reliability and punctuality compared with the previous 12 month period.
The compiling of these key indicators forms part of the service level agreement Condor signed with the Harbour Master of Jersey in 2014, and this identified that 97.9 per cent of all sailings operated last year, of which 85.6 per cent were within 30 minutes of the scheduled time of arrival. This compares with 96.1% and 82.3% respectively in 2015.
Paul Luxon, CEO, said the latest figures clearly demonstrate the continued resilience of our services.
“By making this performance data public, I would like everyone to recognise that we are all dedicated to providing year round, robust sea connections and this is certainly paying dividends in terms of our punctuality and reliability.
“Inclement weather can always affect travel in the islands, both at sea and air, but we have shown we are quick to react and adapt our services, illustrated only last weekend when an additional service was scheduled to St Malo to ensure passengers reached their destination with minimal disruption.” he added.
In terms of customer satisfaction, Condor was given 8 out of 10 for staff helpfulness and 6.9 out of 10 for overall satisfaction in December 2016, compared with 7.1 and 5.2 in December 2015 respectively. These scores come from MindMover, an independent market research company. The customer satisfaction survey receives around 10,000 responses from Condor passengers each year. The questionnaire covers the experience online, reservations, at each port and onboard, and more than half of the questionnaires returned are from Channel Island residents.
Mr Luxon added that he was delighted customers are recognising the benefit of the company’s performance, and also believes that work undertaken over the past 18 months has also been instrumental in this.
“We introduced the asset health programme in 2015 which has been successful in predicting and identifying the root cause of potential technical problems across the fleet. This proactive measure has contributed to the improvement in our key performance figures over the past year, and I am sure this is also reflected in the customer satisfaction data produced by the market research company.
“We are not complacent however, there is still much more we can do to deliver an even better ferry service across our freight, lifeline and tourism offerings serving the communities we serve through great sea connectivity. And we are determined to do so.”
Photo by Tony Rive