Ferry operator Caledonian MacBrayne is to conduct an in-depth customer survey on the island of Mull to assess the community’s perceptions of the services offered.

The move follows meetings held on the island recently when the Company was criticised for allegedly “pandering to tourists” and failing to put islanders’ interests first.

The survey will take place over a three-week period starting next Monday (October 9). It will be conducted onboard MV Isle of Mull, at various locations on Mull and at terminals, and will be undertaken by independent analysts.

CalMac has undertaken to publish a summary of the survey results around mid-November and will report back to Mull Community Council on the outcome.

CalMac Managing Director Lawrie Sinclair said: “It is important that the survey establishes an accurate picture of what all  customers’ perceptions are of CalMac and of the services we provide and that includes island residents along with visitors. The Company is not going to pre-judge anything and we are approaching this with an open mind. Our recent meeting with the Community Council together with the second meeting which was attended by the public sent out some very hostile and controversial messages. It is our view that the apparent hostility towards CalMac is not reflected in correspondence we receive, nor in other messages of support. This survey will give the whole community of Mull the opportunity to make their feelings known and their aspirations clear, and we will take a considered view of the responses before acting in an appropriate way, within the constraints currently imposed on the business.”

The customer survey will be conducted by independent people who will be clearly identified and will be travelling on ships at various times during the period. They will approach customers at CalMac terminals, in car parks and in various locations across Mull. The questionnaire lists a series of questions about frequency of travel, mode of transport (private/commercial/foot/car etc), reasons for travel, preferred times etc. The survey will also set out to assess customers’ assessment of shipboard and onshore staff and will offer the chance to make positive suggestions as to whether any improvements might be made to  CalMac’s  operation and services.

Mr Sinclair added: “We will interview as many people as possible during the period of the survey. We already have a system in place for monitoring our performance through Mystery Visitors and we will compare the findings of the two sets of analyses. The Company has clearly explained to Mull Community Council how we are constrained in terms of developing some aspects of the service now and how the operation is based on the funding received through Deficit Grant from the Scottish Executive. I hope that this survey will go a long way towards correcting the misrepresentation and misunderstanding of the true position, which we feel, has been current. I hope that the whole community of Mull will take this chance to contribute to the survey and I am sure that will happen.”

For further information on the contents of this News Release, please contact Hugh Dan MacLennan, Head of Communication and Customer Care, Caledonian MacBrayne.   Tel: 0776 435 4021; e-mail hugh.maclennan@calmac.co.uk.

Caledonian MacBrayne and CalMac are trading names of CalMac Ferries Limited 

Issued: Tuesday, October 3, 2006 : 1130