CalMac Ferries Ltd, operator of the Clyde and Hebridean lifeline ferry services (CHFS), is to survey customers on one of its busiest islands to help inform its bid to operate the services across the network from October 2007.

Islanders and visitors to Bute using both the company’s services between Wemyss Bay and Rothesay, and between Colintraive and Rhubodach will be interviewed for the survey over a two-week period beginning on February 12.

The survey will be similar to an exercise recently conducted on Mull, and will be administered by Service Science Ltd, an independent company used by CalMac to monitor its standards of service and Customer Care.

CalMac Ferries’ Operations Director Phil Preston said: “The survey will be conducted at various times of the day and in a number of locations, onboard vessels, locally on the Island of Bute, in shops, and at the piers and slipways on the island. There are approximately 7,000 residents on Bute, and we hope to target a minimum of 350 Bute residents and 200 non-residents to give a realistic and statistically sound sample of customer opinions.  If this figure cannot be achieved with face-to-face surveying, a telephone survey could be conducted. 

The survey will be conducted by Service Science appointed agents who will be clearly identified and questions will investigate, amongst other issues, customers’ reasons for travelling, their frequency, usual ticket types, method of buying tickets and general perception of the ticketing process.  Customers will also be asked to assess the terminals and departure points serving the island of Bute, and the standard of service experienced onshore and on vessels.  The detail of the questionnaire has been discussed with Bute Ferry Users Group (BFUG).

CalMac will analyse the findings of the survey, report them to the users’ group, and make a summary available publicly as quickly as possible on conclusion of the survey.

Meanwhile, following confirmation that CalMac is now the sole contender in the Scottish Executives tendering process for the Clyde and Hebridean Ferry Services, the company has confirmed that it will be going ahead with a meeting planned for next Monday night (5^th February) in Rothesay with local councilors, and representatives of BFUG and the Community Council.

CalMac Head of Communication and Customer Care Hugh Dan MacLennan said: “The Scottish Executive has made it very clear to us that they will be pressing on with the tender process. It is very important therefore that we engage with our stakeholders, and that we do everything we can to explain the new arrangements for operating the ferry services from October. This is still a bidding process, and the Invitation To Tender is very detailed and offers little room for manoeuvre.  CalMac will still have to produce a robust bid to convince the Executive that we are the company best placed to deliver the lifeline ferry services.  Today's announcement by V Ships alters nothing as far as CalMac Ferries is concerned, nor any of our other companies. A lot of very hard work remains to be done, and we will have to produce a compliant and properly costed bid.”

Ends.

For further information on the contents of this News Release, please contact Hugh Dan MacLennan, Head of Communication and Customer Care, CalMac Ferries Ltd (Aiseagan ChalMac Earranta).   Tel: 0776 435 4021; e-mail hugh.maclennan@calmac.co.uk.

Caledonian MacBrayne and CalMac are trading names of CalMac Ferries Limited

Issued: Tuesday, January 30, 2007 : 1100