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Transport Disruptions and Customer Complaints Report: 2015, Study notes of Customer Relationship Management (CRM)

Tipperary Institute (TI)Customer Relationship Management (CRM)

An overview of various transport disruptions and customer complaints related to train services, bus transfers, fares & ticketing, station facilities, website issues, and staff. Topics include signal faults, union disputes, onboard issues, lost property, heat/ac, catering, cleanliness, and more.

Typology: Study notes

2021/2022

Uploaded on 08/05/2022

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Type Sub Type Number

Service Disruption Incident on Line 1,590

Train Failure 1,089

Timekeeping 553

Signal Fault 439

Union Dispute 193

Bus Transfers 123

Planned Delays 113

Track Fault 65

Bridge Strike 4

Cancellations 3

Connections 1

Early Departures 1

Timetable Changes 1

Unused Tickets 1

Announcements 1

No Staff available 1

Service Disruption Total 4,178

Onboard Issues Seat Reservation 976

Crowding 672

1st Class issues 416

Lost Property 277

Heat / AC 201

Catering 130

Cleanliness 129

Announcements 127

Bicycle Spaces 114

Toilets 86

Doors 74

Wi Fi 67

Disability Issues 40

Alcohol/Smoking Policy 30

Dogs 28

Disorderly passengers 14

Complaints Unhelpful/Rude 3

Positive 3

Station Facilities 2

Catering Staff Issues 2

Incident on Line 2

Intimidation 1

Leap Cards 1

Theft 1

Noise 1

Special Events 1

Early Departures 1

Surcharges 1

RPU Fines 1

Timekeeping 1

Customer Care Feedback 2015

Discover Study notes of Customer Relationship Management (CRM) Tipperary Institute (TI)

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Type Sub Type Number

Service Disruption Incident on Line 1, - Train Failure 1, - Timekeeping - Signal Fault - Union Dispute - Bus Transfers - Planned Delays - Track Fault - Bridge Strike - Cancellations - Connections - Early Departures - Timetable Changes - Unused Tickets - Announcements - No Staff available
Service Disruption Total 4,
Onboard Issues Seat Reservation - Crowding - 1st Class issues - Lost Property - Heat / AC - Catering - Cleanliness - Announcements - Bicycle Spaces - Toilets - Doors - Wi Fi - Disability Issues - Alcohol/Smoking Policy - Dogs - Disorderly passengers - Complaints Unhelpful/Rude - Positive - Station Facilities - Catering Staff Issues - Incident on Line - Intimidation - Leap Cards - Theft - Noise - Special Events - Early Departures - Surcharges - RPU Fines - Timekeeping
- Customer Care Feedback
- RPU Staff Issues
- Bicycles
- Connections
- Family Tickets
Onboard Issues Total 3,
Fares & Ticketing On-Line Ticketss
- Unused Tickets
- Student Tickets
- Fare Structures
- Ticket Prices
- DSP Free Travel Passes
- Lost/Mislaid Tickets
- Leap Cards
- RPU Fines
- Promotional Offers
- Family Tickets
- Surcharges
- Annual Tickets
- TVMs
- Special Events
- Booking Office Issues
- Cancellations
- Station Facilities
- Seat Reservation
- 1st Class issues
- Disability Assistance/Ramps
- Bicycle Spaces
- Unable to Book Tickets
- Connections
- RPU Staff Issues
- Timekeeping
Fares & Ticketing Total 2,
Station Issues Station Facilities
- TVMs
- Station Condition
- Car Parks
- Incorrect information
- Early Departures
- Barriers
- Booking Office Issues
- Tag On/Off Issues
- Lifts/Elevators
- Announcements
- Disability Assistance/Ramps
- Lost Property
- Cleanliness
- Toilets
- Bicycles
- Waiting Rooms
- Positive
- Special Events
- Bicycle Spaces
- Promotional Offers
- Track Fault
- Noise
- Vandalism
- Crowding
- Catering
- Leap Cards
Station Issues Total 1,
Website Unable to Book Tickets
- No Confirmation Email
- Tickets unavailable On-line
- Complete Savings
- On-Line Ticketss
- Promotional Offers
- Special Events
- Incorrect information
- Ticket Prices
- Seat Reservation
- Announcements
- Positive
Website Total 1,
Staff Issues Complaints Unhelpful/Rude
- Positive
- RPU Staff Issues
- No Staff available
- Catering Staff Issues
- No Response to Complaint
- Intimidation
- Incorrect information
- Unable to Book Tickets
- Announcements
Staff Issues Total
Timetabling Connections
- Timetable Changes
- Timetable Suggestions
- Cancellations
- Special Events
- Incorrect information
- Timekeeping
- Early Departures
- No Staff available
- Positive
- Promotional Offers
- On-Line Ticketss
Timetabling Total
Antisocial Behaviour Disorderly passengers
- Intimidation
- Vandalism
  - Theft
  - Assault
  - Alcohol/Smoking Policy
  - Station Condition
  - Noise
Antisocial Behaviour Total
Unallocated
- Total
Grand Total 14,

Transport Disruptions and Customer Complaints Report: 2015, Study notes of Customer Relationship Management (CRM)

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Type Sub Type Number