Enterprise Independant Monitoring Results

[James Shields]

I spotted a poster yesterday, showing stats from independant monitoring of the Enterprise service (I'm not sure who the independant monitors were).

Down the left were customer satisfaction stats, which I presume they gathered by asking people, covering things like clenliness, availability and selection of food, frequency, convenience of timetable, price, parking at stations, that sort of thing.

Down the right were observed stats, including reliability (100%), punctuality of departure (around 85%), punctuality of arrival within 10 mins (70%).

Now this figure of 100% for reliability really gets me. I would define reliability as getting me there on time without breaking down. If I have to be at my destination in time for a meeting, I need to know I can rely on the service to get me there in time, but their own statistics say that there's only a 70% chance of that happening, so how does that constitute 100% reliability?

Perhaps someone can explain how IE and NIRailways define it.