The objective of the Customer Satisfaction KPI is to ensure that the Ferry Services provided by the Operator are of a high standard such that the result is high levels of customer satisfaction. Customer satisfaction measures the general satisfaction of passengers and clients using the Ferry Services.
This sets out a potential scope and structure for the customer satisfaction KPI after the first Contract Year. It does not apply in the first Contract Year and will be reviewed annually.
Initially customer satisfaction will be measured using the Net Promoter Score (NPS). Survey respondents are grouped as categorised in Table 1.
Table 1: Survey Respondents categorisation
| Promoters | 9-10 |
| Passives | 7-8 |
| Detractors | 0-6 |
Net Promoter Score Thresholds
Table 2 sets out the Standard Service Level, Remediation Service Level and Termination Service Level in respect of the Customer Satisfaction KPI for Freight Sailings, RoPax Sailings and HSC Sailings.
Table 2: Customer Satisfaction KPI
| Freight Sailings | 50% | 20% | -20% |
| RoPax Sailings | 50% | 20% | -20% |
| HSC Sailings | 50% | 20% | -20% |
Data reporting frequency
The quarterly data will be published no later than 8 weeks after the end of each quarter. This data will be updated every quarter and the targets reviewed annually.
Source: Department for the Economy,
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Further details
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