Performance Measures

A majority of all respondents – 77% of those who answered the question – did not think that the current performance measures are the right ones, while 23% thought that they are. Organisations were less likely than individuals to think the performance measures are the right ones (at 84% and 76% respectively).

Among respondents who did not think the current performance measures are the right ones, many highlighted the general themes outlined above. In addition to impacts on residents and existing businesses, there were concerns that growth opportunities may be affected, and it was argued that the viability of some island communities is being put at risk. A frequent view among individual respondents in particular was that the performance figures for reliability presented on CalMac’s website do not reflect their own experience of the frequency of cancellations and disruption.

With respect to punctuality, comparisons were drawn with what were seen as more demanding performance measures set for other forms of public transport where, it was argued, published data on late running services more closely reflects passenger experience.

A majority of all respondents – 80% of those who answered the question – thought that there are additional or alternative performance measures that could be introduced. It was argued that there needs to be greater transparency in reporting of performance data, most frequently that there should be regular reporting of detailed reasons for all delays and cancellations with separate reporting of operational and weather-related issues, on a regular basis, against published timetables, and by individual routes.

With respect to operational delays and cancellations, it was suggested that reporting should include both details of the nature of the problem and the time it will take to resolve. There were also suggestions around documenting the impacts of amended services, delays, and cancellations on passengers, rather than simply reporting the frequency of such events.