Railcard App Quality Management

Glen Crust made this Freedom of Information request to Rail Delivery Group
This authority is not subject to FOI law, so is not legally obliged to respond (details).
This request has been closed to new correspondence. Contact us if you think it should be reopened.

Response to this request is long overdue. Although not legally required to do so, we would have expected Rail Delivery Group to have responded by now (details). You can complain by requesting an internal review.

Dear Rail Delivery Group,

The Rail Delivery Group (RDG) manages the Railcard service. 88% of Railcard app reviews at https://uk.trustpilot.com/review/www.rai... achieve Bad ratings on the Excellent / Great / Average / Poor / Bad scale.
Services such as the Google Play Store and the App Store, through which the Railcard app is distributed, collate rating review statistics that they make available to app developers.

Please provide
(1). the RDG Performance Target for the Railcard app, for example that 80% of Railcard app user ratings posted on the Google Play Store and the App Store will achieve 4 or 5 stars, and
(2). separate counts of 1, 2, 3, 4 and 5 star user ratings for each month until the RDG Railcard App Performance Target is achieved in each of six consecutive months. This data will include data made available for the use of the Railcard app developers from the Google Play Store and the App Store that is obtained by RDG from the Railcard app developers, in addition to data obtained from other named review sites such as https://uk.trustpilot.com

Please provide this information each month by the fifth working day of each subsequent month
(a). through https://www.whatdotheyknow.com/ and
(b). via email to the Shadow Secretary of State for Transport, currently Louise Haigh MP [email address] and her successors, and
(c). via email to the Minister of State in the Department for Transport, Wendy Morton MP [email address] and her successors.

Yours faithfully,

Glen Crust

Rail Delivery Group

Dear Glen

Thanks for taking the time to write to us. I understand that you would
like to get information about the performance target for the Railcard app.

I would like to advise you that the Rail Delivery Group is not subject to
Freedom of Information Act (FOIA) since we are not a public authority.
 
I trust this information is useful, and I hope you have a lovely day.

Thanks again for contacting us, and please let me know if I can be of any
further assistance.

Kind regards
 
Ravi Kalsi
Customer Relations Team

From: [FOI #879123 email]
Sent: 15/07/2022 17:34:00
To: [email address]
Subject: Freedom of Information request - Railcard App Quality Management
 

 
Cyber Security Notice: This email originated from outside of the
organisation. Do not click links or open attachments unless you recognise
the sender and know the content is safe.

Dear Rail Delivery Group,

The Rail Delivery Group (RDG) manages the Railcard service. 88% of
Railcard app reviews at
[1]https://uk.trustpilot.com/review/www.rai... achieve Bad ratings
on the Excellent / Great / Average / Poor / Bad scale.
Services such as the Google Play Store and the App Store, through which
the Railcard app is distributed, collate rating review statistics that
they make available to app developers.

Please provide
(1). the RDG Performance Target for the Railcard app, for example that 80%
of Railcard app user ratings posted on the Google Play Store and the App
Store will achieve 4 or 5 stars, and
(2). separate counts of 1, 2, 3, 4 and 5 star user ratings for each month
until the RDG Railcard App Performance Target is achieved in each of six
consecutive months. This data will include data made available for the use
of the Railcard app developers from the Google Play Store and the App
Store that is obtained by RDG from the Railcard app developers, in
addition to data obtained from other named review sites such as
[2]https://uk.trustpilot.com

Please provide this information each month by the fifth working day of
each subsequent month
(a). through [3]https://www.whatdotheyknow.com/ and
(b). via email to the Shadow Secretary of State for Transport, currently
Louise Haigh MP [email address] and her successors, and
(c). via email to the Minister of State in the Department for Transport,
Wendy Morton MP [email address] and her successors.

Yours faithfully,

Glen Crust

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References

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1. https://uk.trustpilot.com/review/www.rai...
2. https://uk.trustpilot.com/
3. https://www.whatdotheyknow.com/
4. https://www.whatdotheyknow.com/change_re...
5. https://www.whatdotheyknow.com/help/offi...
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CC: Shadow Secretary of State for Transport, Louise Haigh MP; Minister of State in the Department for Transport, Wendy Morton MP
Dear Ravi,
SUBJECT: https://www.whatdotheyknow.com/request/r...
Thank you for your message. Your response did not provide or refuse to provide the information I requested. Thank you for your offer of further assistance.
I understand that the Rail Delivery Group (RDG) is not legally obliged to respond to Freedom of Information Act requests. RDG has provided information in response to one quarter of FoIA requests submitted via www.whatdotheyknow.com so we know RDG routinely responds to FoIA requests even though RDG is not required to do so by law.
In providing FoIA responses RDG recognises significant public responsibilities including accountability for regulating and controlling significant national infrastructure. This infrastructure includes the Railcard service which, as a monopoly service provider, RDG must manage without competitive accountability. 88% of Railcard app reviews at uk.trustpilot.com achieve the worst rating possible. There is a significant problem that requires action.
My FoIA request invites a management by objectives solution at rung 7 on the accountability ladder https://camhsprofessionals.co.uk/2021/04.... Your rung 4 response knows there is a problem that requires action and chooses not to act. Please send me an FoIA response at rung 8.
Looking forward to working with you to improve the Railcard app customer experience.
With best wishes,
Glen

Rail Delivery Group

Hi Glen

Thanks for taking the time to email us. I understand that you were given
information on FoIA requests earlier.

We will look into the feasibility of your request and let you know if we
can give you any information, and I will certainly get back to you within
10 working days.

I appreciate your patience and cooperation, and I hope you have a lovely
day.

Thanks again for contacting us. Please let me know if I can be of any
further assistance.

Kind regards
 
Mansoor Shaikh
Customer Relations Team
 
[email address]
 
We’d love to hear your view on the service you received today. Please
click on the link below to start the survey.
 
https://www.surveymonkey.com/r/NRCR1

From: [FOI #879123 email]
Sent: 21/07/2022 14:04:00
To: [email address]
Subject: RE: Freedom of Information request - Railcard App Quality
Management Reference Number 1/087622
 

 
Cyber Security Notice: This email originated from outside of the
organisation. Do not click links or open attachments unless you recognise
the sender and know the content is safe.

CC: Shadow Secretary of State for Transport, Louise Haigh MP; Minister of
State in the Department for Transport, Wendy Morton MP

Dear Ravi,

SUBJECT:
[1]https://www.whatdotheyknow.com/request/r...

Thank you for your message. Your response did not provide or refuse to
provide the information I requested. Thank you for your offer of further
assistance.

I understand that the Rail Delivery Group (RDG) is not legally obliged to
respond to Freedom of Information Act requests. RDG has provided
information in response to one quarter of FoIA requests submitted via
[2]www.whatdotheyknow.com so we know RDG routinely responds to FoIA
requests even though RDG is not required to do so by law.

In providing FoIA responses RDG recognises significant public
responsibilities including accountability for regulating and controlling
significant national infrastructure. This infrastructure includes the
Railcard service which, as a monopoly service provider, RDG must manage
without competitive accountability. 88% of Railcard app reviews at
[3]uk.trustpilot.com achieve the worst rating possible. There is a
significant problem that requires action.

My FoIA request invites a management by objectives solution at rung 7 on
the accountability ladder
[4]https://camhsprofessionals.co.uk/2021/04....
Your rung 4 response knows there is a problem that requires action and
chooses not to act. Please send me an FoIA response at rung 8.

Looking forward to working with you to improve the Railcard app customer
experience.

With best wishes,

Glen

show quoted sections

Rail Delivery Group

Hi Glen

I'm writing to you about your request. I apologise for the delay in my
response.

Even though RDG recognises significant public responsibilities including
accountability for regulating and controlling significant national
infrastructure, we are not sharing the information that you requested.

I appreciate that this is not the type of response you were expecting and
I apologise for any inconvenience  caused.

I trust this clarifies the situation.

Thanks again for contacting us. I hope you have a lovely day.

Kind regards
 
Mansoor Shaikh
Customer Relations Team
 
[email address]
 
We’d love to hear your view on the service you received today. Please
click on the link below to start the survey.
 
https://www.surveymonkey.com/r/NRCR1

 

══════════════════════════════════════════════════════════════════════════

══════════════════════════════════════════════════════════════════════════

From: [email address]
Sent: 22/07/2022 11:35:45
To: [FOI #879123 email]
Subject: RE: RE: Freedom of Information request - Railcard App Quality
Management Reference Number 1/087622
 

Hi Glen

Thanks for taking the time to email us. I understand that you were given
information on FoIA requests earlier.

We will look into the feasibility of your request and let you know if we
can give you any information, and I will certainly get back to you within
10 working days.

I appreciate your patience and cooperation, and I hope you have a lovely
day.

Thanks again for contacting us. Please let me know if I can be of any
further assistance.

Kind regards
 
Mansoor Shaikh
Customer Relations Team
 
[email address]
 
We’d love to hear your view on the service you received today. Please
click on the link below to start the survey.
 
https://www.surveymonkey.com/r/NRCR1

══════════════════════════════════════════════════════════════════════════

From: [FOI #879123 email]
Sent: 21/07/2022 14:04:00
To: [email address]
Subject: RE: Freedom of Information request - Railcard App Quality
Management Reference Number 1/087622
 

 
Cyber Security Notice: This email originated from outside of the
organisation. Do not click links or open attachments unless you recognise
the sender and know the content is safe.

CC: Shadow Secretary of State for Transport, Louise Haigh MP; Minister of
State in the Department for Transport, Wendy Morton MP

Dear Ravi,

SUBJECT:
[1]https://www.whatdotheyknow.com/request/r...

Thank you for your message. Your response did not provide or refuse to
provide the information I requested. Thank you for your offer of further
assistance.

I understand that the Rail Delivery Group (RDG) is not legally obliged to
respond to Freedom of Information Act requests. RDG has provided
information in response to one quarter of FoIA requests submitted via
[2]www.whatdotheyknow.com so we know RDG routinely responds to FoIA
requests even though RDG is not required to do so by law.

In providing FoIA responses RDG recognises significant public
responsibilities including accountability for regulating and controlling
significant national infrastructure. This infrastructure includes the
Railcard service which, as a monopoly service provider, RDG must manage
without competitive accountability. 88% of Railcard app reviews at
[3]uk.trustpilot.com achieve the worst rating possible. There is a
significant problem that requires action.

My FoIA request invites a management by objectives solution at rung 7 on
the accountability ladder
[4]https://camhsprofessionals.co.uk/2021/04....
Your rung 4 response knows there is a problem that requires action and
chooses not to act. Please send me an FoIA response at rung 8.

Looking forward to working with you to improve the Railcard app customer
experience.

With best wishes,

Glen

show quoted sections

To: [email address]
CC: [email address]; [email address]; [email address]; [email address]
Subject: Railcard Performance Accountability FoIA Request
Rail Passenger Services Directorate ref: 407184
Dear Jacqueline,
DfT advised me to persist with this FoIA request. I apologise for interrupting your busy schedule.
The Rail Delivery Group (RDG) manages the Railcard service. 87% of Railcard app reviews at https://uk.trustpilot.com/review/www.rai... achieve Bad ratings on the Excellent / Great / Average / Poor / Bad scale.
I made an FoIA request inviting RDG to publish the Railcard app customer satisfaction target and performance statistics, using existing data provided to the Railcard app developers by app distribution services, particularly Google Play Store and the App Store.
The FoIA correspondence including this email are published at
https://www.whatdotheyknow.com/request/r...
Accountability is the first item in RDG Values. RDG intends accountability to shape RDG culture through performance review processes
https://www.raildeliverygroup.com/about-...
This FoIA request invites a performance review. In responding RDG knows there is a problem that requires action and chooses not to act, rejecting accountability. The response publicly challenges your ability as RDG CEO to realise the Board’s commitment to RDG Values.
As a Railcard App customer, I have no interest in reading your plans to increase accountability in the RDG Railcard and Customer Care divisions - because those plans may not be realistic or successful. We only have an interest in their outcomes. Please provide Bernadette, Louise, Wendy and me with the performance target, deadline and monitoring data that my FoIA request invites.
Thank you for your help.
Glen

Glen Crust

To: [email address]
CC: [email address]; [email address]; [email address]; [email address]
Subject: Railcard App FoIA, First Monthly Performance Statistics Published

Dear Jacqueline,
Thank you for your email dated 18 August.
This response is copied to https://www.whatdotheyknow.com/request/r...

To recap, this FoIA request invites RDG to provide:
(1). the RDG Performance Target for the Railcard app, for example that 80% of Railcard app user ratings posted on the Google Play Store and the App Store will achieve 4 or 5 stars, and
(2). separate counts of 1, 2, 3, 4 and 5 star user ratings for each month by the fifth working day of each subsequent month until the RDG Railcard App Performance Target is achieved in each of six consecutive months, through https://www.whatdotheyknow.com and via email to the Shadow Secretary of State for Transport and the Minister of State in the Department for Transport. Please also provide the information invited by the FoIA request to Bernadette Kelly and Gareth Davies via [email address]

RDG responses to this FoIA request do not provide a Performance Target or monitoring data, but your 18 August email offers to compile weekly customer satisfaction statistics using data RDG collects from the app stores and Trustpilot. To begin the publication of this data, the first monthly response to this FoIA is set out below.

(1). Railcard App Performance Target
A 2021 study reported at https://www.apptentive.com/blog/2022/07/... provides benchmark performance levels for apps in the Travel sector. In the study, 94% of iOS app ratings awarded 4- or 5-stars, 88% of Android app ratings awarded 4- or 5-stars. These represent reasonable Performance Targets for the Railcard app. I am waiting for Trust Pilot to respond to a request for corresponding benchmark data.

(2). Railcard App Performance
Rating Profiles: counts by score between 1 August 2022 to 31 August 2022
Railcard Android app. 1-star: 88, 2-star: 40, 3-star: 99, 4-star: 91, 5-star: 267
Railcard iOS app. 1-star: 161, 2-star: 39, 3-star: 111, 4-star: 334, 5-star: 3,374
Trust Pilot. Bad: 13, Poor: 0, Average: 1, Good: 0, Excellent: 0

Rating Performance Relative to Targets, 1 August 2022 to 31 August 2022
Railcard Android app. 62% of ratings awarded 4- or 5-stars. Target of 88% is not achieved.
Railcard iOS app. 92% of ratings awarded 4- or 5-stars. Target of 94% is not achieved.
Trust Pilot. 0% of ratings awarded Good or Excellent. [No target].

Please suggest a date when RDG will assume responsibility for the monthly reporting described in this FoIA request. I would be more than happy to share the sources of app store ratings data.

With best wishes,
Glen

From: Glen Crust
Sent: 03 October 2022 10:24
To: Jacqueline Starr
Cc: HAIGH, Louise; [email address]; [email address]; [email address]
Subject: Railcard App misses performance targets in September 2022

Dear Jacqueline,

This email is copied to https://www.whatdotheyknow.com/request/r...

RAILCARD APP PERFORMANCE SUMMARY September 2022
Performance Relative to Targets, 1 September 2022 to 30 September 2022
(A). Railcard iOS app rating Target = 4.74, September 2022 average = 4.67.
(B). Railcard Android app rating Target = 4.49, September 2022 average = 3.02.
(C). Railcard Trustpilot rating Target = 2.87, September 2022 average = 1.00.

In September 2022 the Railcard App failed to achieve all three performance targets.

Please suggest a start date from which RDG will publish these monthly reports. Thank you.
With best wishes,
Glen
Glen Crust

ABOUT THESE PERFORMANCE REPORTS
88% of all Trustpilot reviews for the Railcard app award 1-star ratings, the lowest possible score. Railcard app performance has not responded to customer feedback data streams provided by app stores and Trustpilot. A Freedom of Information Act (FoIA) request via whatdotheyknow.com challenges this inertia by inviting RDG to report:
(1). the RDG Performance Target for the Railcard app
(2). Railcard app Monitoring Data, specifically
(a). separate counts of 1-, 2-, 3-, 4- and 5-star user ratings for each month
(b). by the fifth working day of each subsequent month
(c). until the RDG Railcard App Performance Target is achieved in each of six consecutive months
(d). through https://www.whatdotheyknow.com/request/r...
(e). via email to the Minister of State and Shadow Secretary of State for Transport
(f). responding to a DfT request, via email to [email address]

RDG RESPONSE TO THIS FoIA
RDG claims the values of Accountability, Partnership and Excellence are the essence of RDG identity https://www.raildeliverygroup.com/about-....
RDG routinely provides information in response to FoIA enquries submitted via whatdotheyknow.com https://www.whatdotheyknow.com/body/rail...
RDG has withheld the Performance Target and Monitoring Data invited by this FoIA request. https://www.whatdotheyknow.com/request/r...
In pursuit of Accountability, Partnership and Excellence this FoIA correspondence provides Performance Targets for the Railcard app, and monthly Railcard performance Monitoring Data. To simplify reporting, counts of 1-, 2-, 3-, 4- and 5-star reviews are converted to Average Rating scores.

RAILCARD APP PERFORMANCE TARGETS
Sector-wide average performance benchmarks provide a soft test of Excellence for the Railcard app.
A 2021 study provides benchmark performance levels for apps in the Travel sector https://www.apptentive.com/blog/2022/07/....
A 2019 study provides benchmark performance levels based on 9 million Trustpilot reviews https://www.seotraininglondon.org/can-yo...
Performance Target (A). iOS app Average Rating = 4.74
Performance Target (B). Android app Average Rating = 4.49
Performance Target (C). Trustpilot organic reviews Average Rating = 2.87

From: Glen Crust
Sent: 01 November 2022 10:15
To: Jacqueline Starr
Cc: HAIGH, Louise; [email address] ; [email address]; [email address]
Subject: Railcard App misses performance targets in October 2022

Dear Jacqueline,
This email is copied to https://www.whatdotheyknow.com/request/r...

RAILCARD APP PERFORMANCE SUMMARY September 2022
Performance Relative to Targets, 1 October 2022 to 31 October 2022
(A). Railcard iOS app rating Target = 4.74, October 2022 average = 4.68
(B). Railcard Android app rating Target = 4.49, October 2022 average = 3.54
(C). Railcard Trustpilot rating Target = 2.87, October 2022 average = 1.22

In October 2022 the Railcard App failed to achieve all three performance targets.

Please suggest a start date from which RDG will publish these monthly reports. Thank you.
With best wishes,
Glen
Glen Crust

ABOUT THESE PERFORMANCE REPORTS
88% of all Trustpilot reviews for the Railcard app award 1-star ratings, the lowest possible score. Railcard app performance has not responded to customer feedback data streams provided by app stores and Trustpilot. A Freedom of Information Act (FoIA) request via whatdotheyknow.com challenges this inertia by inviting RDG to report:
(1). the RDG Performance Target for the Railcard app
(2). Railcard app Monitoring Data, specifically
(a). separate counts of 1-, 2-, 3-, 4- and 5-star user ratings for each month
(b). by the fifth working day of each subsequent month
(c). until the RDG Railcard App Performance Target is achieved in each of six consecutive months
(d). through https://www.whatdotheyknow.com/request/r...
(e). via email to the Minister of State and Shadow Secretary of State for Transport
(f). responding to a DfT request, via email to [email address]

RDG RESPONSE TO THIS FoIA
RDG claims the values of Accountability, Partnership and Excellence are the essence of RDG identity https://www.raildeliverygroup.com/about-....
RDG routinely provides information in response to FoIA enquries submitted via whatdotheyknow.com https://www.whatdotheyknow.com/body/rail...
RDG has withheld the Performance Target and Monitoring Data invited by this FoIA request. https://www.whatdotheyknow.com/request/r...
In pursuit of Accountability, Partnership and Excellence this FoIA correspondence provides Performance Targets for the Railcard app, and monthly Railcard performance Monitoring Data. To simplify reporting, counts of 1-, 2-, 3-, 4- and 5-star reviews are converted to Average Rating scores.

RAILCARD APP PERFORMANCE TARGETS
Sector-wide average performance benchmarks provide a soft test of Excellence for the Railcard app.
A 2021 study provides benchmark performance levels for apps in the Travel sector https://www.apptentive.com/blog/2022/07/....
A 2019 study provides benchmark performance levels based on 9 million Trustpilot reviews https://www.seotraininglondon.org/can-yo...
Performance Target (A). iOS app Average Rating = 4.74
Performance Target (B). Android app Average Rating = 4.49
Performance Target (C). Trustpilot organic reviews Average Rating = 2.87

Subject: Railcard App misses performance targets in November 2022
Dear Jacqueline,

This email is copied to https://www.whatdotheyknow.com/request/r...

RAILCARD APP PERFORMANCE SUMMARY September 2022
Performance Relative to Targets, 1 November 2022 to 31 November 2022
(A). Railcard iOS app rating Target = 4.74, November 2022 average = 4.69
(B). Railcard Android app rating Target = 4.49, November 2022 average = 4.22
(C). Railcard Trustpilot rating Target = 2.87, November 2022 average = 1.20

In November 2022 the Railcard App failed to achieve all three performance targets.

Please suggest a start date from which RDG will publish these monthly reports. Thank you.
With best wishes,
Glen
Glen Crust

ABOUT THESE PERFORMANCE REPORTS
88% of all Trustpilot reviews for the Railcard app award 1-star ratings, the lowest possible score. Railcard app performance has not responded to customer feedback data streams provided by app stores and Trustpilot. A Freedom of Information Act (FoIA) request via whatdotheyknow.com challenges this inertia by inviting RDG to report:
(1). the RDG Performance Target for the Railcard app
(2). Railcard app Monitoring Data, specifically
(a). separate counts of 1-, 2-, 3-, 4- and 5-star user ratings for each month
(b). by the fifth working day of each subsequent month
(c). until the RDG Railcard App Performance Target is achieved in each of six consecutive months
(d). through https://www.whatdotheyknow.com/request/r...
(e). via email to the Minister of State and Shadow Secretary of State for Transport
(f). responding to a DfT request, via email to [email address]

RDG RESPONSE TO THIS FoIA
RDG claims the values of Accountability, Partnership and Excellence are the essence of RDG identity https://www.raildeliverygroup.com/about-....
RDG routinely provides information in response to FoIA enquries submitted via whatdotheyknow.com https://www.whatdotheyknow.com/body/rail...
RDG has withheld the Performance Target and Monitoring Data invited by this FoIA request. https://www.whatdotheyknow.com/request/r...
In pursuit of Accountability, Partnership and Excellence this FoIA correspondence provides Performance Targets for the Railcard app, and monthly Railcard performance Monitoring Data. To simplify reporting, counts of 1-, 2-, 3-, 4- and 5-star reviews are converted to Average Rating scores.

RAILCARD APP PERFORMANCE TARGETS
Sector-wide average performance benchmarks provide a soft test of Excellence for the Railcard app.
A 2021 study provides benchmark performance levels for apps in the Travel sector https://www.apptentive.com/blog/2022/07/....
A 2019 study provides benchmark performance levels based on 9 million Trustpilot reviews https://www.seotraininglondon.org/can-yo...
Performance Target (A). iOS app Average Rating = 4.74
Performance Target (B). Android app Average Rating = 4.49
Performance Target (C). Trustpilot organic reviews Average Rating = 2.87

Rail Delivery Group

 

Dear Mr Crust
 
Thanks for your further email addressed to Jacqueline Starr. This is
George D’cunha from National Rail Enquiries and I’m responding on behalf
of her to help resolve your concerns.
 
I note your additional comments, however as we have previously advised it
is not our intention to publish monthly reports. As you are aware the
ratings for the Railcard App are publicly available.
 
Furthermore, I can only confirm that the Rail Delivery Group is not
subject to the Freedom of Information Act, therefore we are not under any
obligation to publish information.
 
I trust this final response explains our position and thank you for your
interest.

Kind regards
 
George D'cunha
Senior Customer Relations Advisor

[1][email address]
 

References

Visible links
1. mailto:[email address]

Dear George,
Thank you for your final response. I apologise for my delay in replying.
For the record:
Your final response suggests RDG is not under any obligation to publish the Railcard customer satisfaction ratings invited by this FoIA request because RDG is not subject to the Freedom of Information Act.
RDG has obligations to publish that extend beyond the Freedom of Information Act.
For example, RDG is obliged by its position as a monopoly service provider to meet the needs of its customers. Your final response does not mention the undisclosed RDG targets for Railcard customer satisfaction invited by this FoIA request. By publishing targets RDG would demonstrate a commitment to raising the persistently low Railcard customer satisfaction scores.
RDG also established an obligation to develop and disclose performance targets and performance monitoring data through RDG corporate values, particularly Excellence and Accountability. This FoIA correspondence provides sector-wide average performance benchmarks as Railcard customer satisfaction targets. These represent a soft test of Excellence and a measure of fitness for purpose both of which extend the Accountability of RDG for the performance of the Railcard app.
RDG routinely responds to FoIA requests. RDG has provided information in response to around one quarter of FoIA requests submitted via whatdotheyknow.com. Absence of legal obligation does not explain the reluctance of RDG to publish Railcard customer satisfaction targets and performance data. These omissions in combination with the astonishingly awful Trust Pilot Railcard review comments suggest under-performance is an accepted characteristic of RDG corporate culture.
RDG is expected to transfer to Great British Railways in 2024. The associated restructuring seems likely to prefer teams and leaders who champion Accountability, and who proactively create and promote positive change to “create a railway that delivers real improvements in customer experience”. Once again I invite RDG to suggest a start date from which RDG will publish the monthly Railcard performance-against-target customer experience reports developed through this FoIA request.
With sincere best wishes,
Glen

From: Glen Crust
Sent: 03 January 2023 15:50
To: Jacqueline Starr
Cc: HAIGH, Louise; HARPER, Mark; [email address]; [email address]; [email address]
Subject: Railcard App misses performance targets in December 2022

Dear Jacqueline,

This email is copied to https://www.whatdotheyknow.com/request/r...

RAILCARD APP PERFORMANCE SUMMARY December 2022
Performance Relative to Targets, 1 December 2022 to 31 December 2022
(A). Railcard iOS app rating Target = 4.74, December 2022 average = 4.68
(B). Railcard Android app rating Target = 4.49, December 2022 average = 4.46
(C). Railcard Trustpilot rating Target = 2.87, December 2022 average = 1.38

In December 2022 the Railcard App failed to achieve all three performance targets.

Please suggest a start date from which RDG will publish these monthly reports. Thank you.
With best wishes,
Glen
Glen Crust

Rail Delivery Group

Dear Mr Crust

Thank you for your email.
 
I note your further comments; however, as we have previously advised it is
not our intention to publish the information that you have requested.
 
I can only confirm, again that the Rail Delivery Group is not subject to
the freedom of Information Act. Therefore, we are not under any obligation
to publish information.
 
I trust this explains our position and thank you for your interest.

Kind regards
 
Sohel Patel
Customer Relations Team
 
[email address]
 

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From: [email address]
Sent: 07/12/2022 09:08:00
To: [FOI #879123 email]
Subject: RE: Freedom of Information request - Railcard App Quality
Management
 

 

Dear Mr Crust
 
Thanks for your further email addressed to Jacqueline Starr. This is
George D’cunha from National Rail Enquiries and I’m responding on behalf
of her to help resolve your concerns.
 
I note your additional comments, however as we have previously advised it
is not our intention to publish monthly reports. As you are aware the
ratings for the Railcard App are publicly available.
 
Furthermore, I can only confirm that the Rail Delivery Group is not
subject to the Freedom of Information Act, therefore we are not under any
obligation to publish information.
 
I trust this final response explains our position and thank you for your
interest.

Kind regards
 
George D'cunha
Senior Customer Relations Advisor

[1][email address]
 

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From: [FOI #879123 email]
Sent: 03/10/2022 11:02:00
To: [email address]
Subject: RE: RE: RE: Freedom of Information request - Railcard App
Quality Management Reference Number 1/087622
 

 
Cyber Security Notice: This email originated from outside of the
organisation. Do not click links or open attachments unless you recognise
the sender and know the content is safe.

From: Glen Crust

Sent: 03 October 2022 10:24

To: Jacqueline Starr

Cc: HAIGH, Louise; [email address];
[email address]; [email address]

Subject: Railcard App misses performance targets in September 2022

Dear Jacqueline,

This email is copied to
[2]https://www.whatdotheyknow.com/request/r...

RAILCARD APP PERFORMANCE SUMMARY September 2022

Performance Relative to Targets, 1 September 2022 to 30 September 2022

(A). Railcard iOS app rating Target = 4.74, September 2022 average = 4.67.

(B). Railcard Android app rating Target = 4.49, September 2022 average =
3.02.

(C). Railcard Trustpilot rating Target = 2.87, September 2022 average =
1.00.

In September 2022 the Railcard App failed to achieve all three performance
targets.

Please suggest a start date from which RDG will publish these monthly
reports. Thank you.

With best wishes,

Glen

Glen Crust

ABOUT THESE PERFORMANCE REPORTS

88% of all Trustpilot reviews for the Railcard app award 1-star ratings,
the lowest possible score. Railcard app performance has not responded to
customer feedback data streams provided by app stores and Trustpilot. A
Freedom of Information Act (FoIA) request via [3]whatdotheyknow.com
challenges this inertia by inviting RDG to report:

(1). the RDG Performance Target for the Railcard app

(2). Railcard app Monitoring Data, specifically

(a). separate counts of 1-, 2-, 3-, 4- and 5-star user ratings for each
month

(b). by the fifth working day of each subsequent month

(c). until the RDG Railcard App Performance Target is achieved in each of
six consecutive months

(d). through
[4]https://www.whatdotheyknow.com/request/r...

(e). via email to the Minister of State and Shadow Secretary of State for
Transport

(f). responding to a DfT request, via email to
[email address]

RDG RESPONSE TO THIS FoIA

RDG claims the values of Accountability, Partnership and Excellence are
the essence of RDG identity
[5]https://www.raildeliverygroup.com/about-....

RDG routinely provides information in response to FoIA enquries submitted
via [6]whatdotheyknow.com
[7]https://www.whatdotheyknow.com/body/rail...

RDG has withheld the Performance Target and Monitoring Data invited by
this FoIA request.
[8]https://www.whatdotheyknow.com/request/r...

In pursuit of Accountability, Partnership and Excellence this FoIA
correspondence provides Performance Targets for the Railcard app, and
monthly Railcard performance Monitoring Data. To simplify reporting,
counts of 1-, 2-, 3-, 4- and 5-star reviews are converted to Average
Rating scores.

RAILCARD APP PERFORMANCE TARGETS

Sector-wide average performance benchmarks provide a soft test of
Excellence for the Railcard app.

A 2021 study provides benchmark performance levels for apps in the Travel
sector
[9]https://www.apptentive.com/blog/2022/07/....

A 2019 study provides benchmark performance levels based on 9 million
Trustpilot reviews
[10]https://www.seotraininglondon.org/can-yo...

Performance Target (A). iOS app Average Rating = 4.74

Performance Target (B). Android app Average Rating = 4.49

Performance Target (C). Trustpilot organic reviews Average Rating = 2.87

show quoted sections

From: Glen Crust
Sent: 07 February 2023 15:00
To: Jacqueline Starr
Cc: HAIGH, Louise; [email address]; [email address]; [email address]; [email address]
Subject: Railcard App misses performance targets in January 2023

Dear Jacqueline,

This email is copied to https://www.whatdotheyknow.com/request/r...

RAILCARD APP PERFORMANCE SUMMARY January 2023
Performance Relative to Targets, 1 January 2023 to 31 January 2023
(A). Railcard iOS app rating Target = 4.74, January 2023 average = 4.66
(B). Railcard Android app rating Target = 4.49, January 2023 average = 3.70
(C). Railcard Trustpilot rating Target = 2.87, January 2023 average = 1.20

In January 2023 the Railcard App failed to achieve all three performance targets.

Please suggest a start date from which RDG will publish these monthly reports. Thank you.
With best wishes,
Glen
Glen Crust

ABOUT THESE PERFORMANCE REPORTS
88% of all Trustpilot reviews for the Railcard app award 1-star ratings, the lowest possible score. Railcard app performance has not responded to customer feedback data streams provided by app stores and Trustpilot. A Freedom of Information Act (FoIA) request via whatdotheyknow.com challenges this inertia by inviting RDG to report:
(1). the RDG Performance Target for the Railcard app
(2). Railcard app Monitoring Data, specifically
(a). separate counts of 1-, 2-, 3-, 4- and 5-star user ratings for each month
(b). by the fifth working day of each subsequent month
(c). until the RDG Railcard App Performance Target is achieved in each of six consecutive months
(d). through https://www.whatdotheyknow.com/request/r...
(e). via email to the Minister of State and Shadow Secretary of State for Transport
(f). responding to a DfT request, via email to [email address]

RDG RESPONSE TO THIS FoIA
RDG claims the values of Accountability, Partnership and Excellence are the essence of RDG identity https://www.raildeliverygroup.com/about-....
RDG routinely provides information in response to FoIA enquiries submitted via whatdotheyknow.com https://www.whatdotheyknow.com/body/rail...
RDG has withheld the Performance Target and Monitoring Data invited by this FoIA request. https://www.whatdotheyknow.com/request/r...
In pursuit of Accountability, Partnership and Excellence this FoIA correspondence provides Performance Targets for the Railcard app, and monthly Railcard performance Monitoring Data. To simplify reporting, counts of 1-, 2-, 3-, 4- and 5-star reviews are converted to Average Rating scores.

RAILCARD APP PERFORMANCE TARGETS
Sector-wide average performance benchmarks provide a soft test of Excellence for the Railcard app.
A 2021 study provides benchmark performance levels for apps in the Travel sector https://www.apptentive.com/blog/2022/07/....
A 2019 study provides benchmark performance levels based on 9 million Trustpilot reviews https://www.seotraininglondon.org/can-yo...
Performance Target (A). iOS app Average Rating = 4.74
Performance Target (B). Android app Average Rating = 4.49
Performance Target (C). Trustpilot organic reviews Average Rating = 2.87

Sent: 06 March 2023 08:36
To: Jacqueline Starr
Cc: [email address]; [email address]; HAIGH, Louise; [email address]; [email address]; [email address]
Subject: Railcard App misses performance targets in February 2023

Dear Jacqueline,
This email is copied to https://www.whatdotheyknow.com/request/r...

RAILCARD APP PERFORMANCE SUMMARY February 2023
Performance Relative to Targets, 1 February 2023 to 31 February 2023
(A). Railcard iOS app rating Target = 4.74, February 2023 average = 4.64
(B). Railcard Android app rating Target = 4.49, February 2023 average = 3.76
(C). Railcard Trustpilot rating Target = 2.87, February 2023 average = 1.75

In February 2023 the Railcard App failed to achieve all three performance targets.

Please suggest a start date from which RDG will publish these monthly reports. Thank you.
With best wishes,
Glen
Glen Crust

ABOUT THESE PERFORMANCE REPORTS
88% of all Trustpilot reviews for the Railcard app award 1-star ratings, the lowest possible score. Railcard app performance has not responded to customer feedback data streams provided by app stores and Trustpilot. A Freedom of Information Act (FoIA) request via whatdotheyknow.com challenges this inertia by inviting RDG to report:
(1). the RDG Performance Target for the Railcard app
(2). Railcard app Monitoring Data, specifically
(a). separate counts of 1-, 2-, 3-, 4- and 5-star user ratings for each month
(b). by the fifth working day of each subsequent month
(c). until the RDG Railcard App Performance Target is achieved in each of six consecutive months
(d). through https://www.whatdotheyknow.com/request/r...
(e). via email to the Minister of State and Shadow Secretary of State for Transport
(f). responding to a DfT request, via email to [email address]

RDG RESPONSE TO THIS FoIA
RDG claims the values of Accountability, Partnership and Excellence are the essence of RDG identity https://www.raildeliverygroup.com/about-....
RDG routinely provides information in response to FoIA enquiries submitted via whatdotheyknow.com https://www.whatdotheyknow.com/body/rail...
RDG has withheld the Performance Target and Monitoring Data invited by this FoIA request. https://www.whatdotheyknow.com/request/r...
In pursuit of Accountability, Partnership and Excellence this FoIA correspondence provides Performance Targets for the Railcard app, and monthly Railcard performance Monitoring Data. To simplify reporting, counts of 1-, 2-, 3-, 4- and 5-star reviews are converted to Average Rating scores.

RAILCARD APP PERFORMANCE TARGETS
Sector-wide average performance benchmarks provide a soft test of Excellence for the Railcard app.
A 2021 study provides benchmark performance levels for apps in the Travel sector https://www.apptentive.com/blog/2022/07/....
A 2019 study provides benchmark performance levels based on 9 million Trustpilot reviews https://www.seotraininglondon.org/can-yo...
Performance Target (A). iOS app Average Rating = 4.74
Performance Target (B). Android app Average Rating = 4.49
Performance Target (C). Trustpilot organic reviews Average Rating = 2.87