Dear Tyne and Wear Passenger Transport Executive,

Please provide the number of complaints/contacts of praise for all periods 2010 to date.

with the complaints received broken down in the format currently used on the website.

eg.
Safety and security - 14
Train service performance - 1133
Ticket machine faults - 56
Staff conduct/availability - 51
Trackside quality - 1
Station quality - 5
Information at station/on Metrocars - 14
Other - 52

and finally, with having experience my e-mail responses taken 28+ days to be answered when they should take less than a week ("We aim to answer 95% of all formal complaints received by letter or Customer Response Form within ten working days and emails within five working days.", please provide statistics for all periods on this performance !

Any digital format would be sufficient.

Regards

S J

Dear Freedom Info,

I believe these results contains error....

e.g. Period 9 of 2019 states 1426 complaints and P10 states 434 complaints !

The website for period 9 stated...

"In the four week period between 11 November and 7 December 1462 complaints were received. 99% of written/telephone correspondence was answered within ten working days and 48% of emails were answered within five working days. The number of complaints decreased in comparison to the previous period."

The previous period was 1253 complaints - an increase in the number of complaints...

Likewise... they also quote don website...

In the four week period between 6 January and 2 February 1171 complaints were received, 87% of written/telephone correspondence was answered within ten working days and 43% of emails were answered within five working days. The number of complaints decreased in comparison to the previous period.

The previous period was reported as a low 434 complaints (previous 3 periods were over 1000 complaints), yet they say "The number of complaints decreased in comparison to the previous period."

These errors are not acceptable - I request that all of the statistics are checked, and re-published.

Yours sincerely,

S J

Dear Freedom Info,

many thanks for the update....

Checking the website, the wording has now been amended -
However the customer Satisfaction Summary is still showing August results,
despite being a survey completed in November (according to the performance posters)
Please provide a copy of November's surevy.

https://www.nexus.org.uk/sites/default/f...

Can you confirm that the figures in the spreadsheet originally sent are correct - if corrected, please provide corrected version (highlighting the changes)

e.g. looking at 2018.2019 period....

Total for P6 are 334 and for P10 is 434.

should these not be 1334 and 1434 (as the totsals for P7,P8, P9, P11 are 1408, 1253, 1426, 1171 respectivly, and find it strange for suck low figures to appear (without any improvement to the system)

Yours sincerely,

S J