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Train companies get bashing in passenger survey

It isn’t good news for train companies according to a new major customer satisfaction survey. Passenger Focus‘s survey showed that on some routes three out of four passengers were unhappy. Main concerns were over the price rise in tickets, some increased by as much as 11%, which many believe do not offer value for money. Ratings for punctuality and reliability had also worsened from previous survey results.

National Express, First Capital Connect and London Midland received the most bad feedback. The worst for value for money, with only 27% customer satisfaction, was National Express East Anglia’s Stratford line. However, West Anglia services only performed marginally better.

Overall, 84% customer satisfaction is the same figure as last year, however, as Passenger Focus chief executive Anthony Smith pointed out ratings for services only ranged from “mediocre to good”, and “satisfaction with value for money has gone down, illustrating the impact tough economic times coupled with fare rises are having.”

Michael Roberts, of the Association of Train Operating Companies, had a more positive view of the results: “Overall, customer satisfaction remains at a record high level, though the survey results by route show there is no room for complacency.”

 

What do you think about your train services? Are the price hikes in comparison to the level of service provided justified? Please comment below.

Durham Lumiere

Cedric Le Borgne 'Les Voyageurs'

Deadgood Studio 'Rainbow'

Jaques Rival 'I Love Durham'

This weekend I went to the Lumiere festival in Durham. It was a wonderful event which showed off this beautiful city to its best advantage. Light art illuminated prominent parts of this historic place, such as Kingsgate bridge transformed into a huge illuminated waterfall entitled ‘Splash’ by artist Peter Lewis and engineered by Water Sculptures. Martin Warren lit up three more of Durham’s bridges, Cedric Le Borgne suspended brightly illuminated sculptures of men above a particularly narrow cobbled street giving a magical essence to the walk. These, along with many more made for a really enjoyable experience and would also encourage me to visit again, even without the festival.

A small drive away in Northallerton are these 4 cottages which sleep 2-4. These former farm buildings have been imaginatively converted into 4 well equipped and attractive holiday cottages. Original beams have been retained and there is central heating for year round appeal. All the cottages have TV with Freeview, video and radio cassette/CD player, fully equipped kitchens with washer/dryer, fridge/freezer, dishwasher and microwave, cots and highchairs. The cottages are set in peaceful countryside and have magnificent views. They are perfect if you want to combine a visit to Durham, with great walks and even a drive over to the seaside with Whitby within easy reach.

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UK customer service not ready for London 2012

According to a new survey, 59% of people do not think that the UK is ready to deliver top notch customer service in time for the 2012 Olymics. Customer experience analysts Sidona Group carried out the poll as part of National Customer Service Week. They tested customers experience in hotels, restaurants and popular attractions and concluded a “clear need” for more staff training.

25% said hospitality businesses only deliver ‘acceptable’ service, with 16% saying some are “simply not up to scratch”.

Good news for the South West however, 57% of those polled agreed this was the best area for customer service, while London suffered a low 20%.

Customer experience director Sidona Group Anne Blackburn said: “We are obviously not quite there yet when it comes to making sure frontline leisure and tourism businesses deliver the sort of experience our visitors expect.

“With Visit Britain estimating that tourism outside London is set to benefit by £0.62 billion as a result of the Olympics, it is critical that we get the experience right if we are to benefit long term.

“Our survey shows that getting products and processes right is just a small part of the picture. With over 50% of an experience coming from the emotions staff evoke when interacting with visitors, and this could be negative – frustrated, neglected, disappointed – or positive – valued, cared for, pleased – it is vital the experience generates the positive emotions that leave lasting memories visitors will treasure and, most importantly, share.”

She added: “To make the leap from good to excellent, all staff must be shown how to make better emotional connections with customers and to understand why this is important. This is advanced training, which understands that frontline staff, who are often low paid and temporary, are a vital piece of the picture and often the only interaction between a visitor and a brand.”

 

What do you think about hospitality in the UK? By the sounds of this research it might be a good idea to just stick to holiday cottages in the South West!

 

View of UK improving for overseas visitors

According to VisitBritain and published in Anholt-GFK Roper Nation Brands Index (NBI), the UK’s image overseas has significantly improved over the last year.

Notable improvements across a number of key indicators means that the UK now overtakes France on the overall rankings to become the third most admired country globally. Respondents’ views on the UK as a great tourist destination with rich historic landmarks and a vibrant city life has improved its appeal for overseas markets with visitors more likely to visit the UK if money was no object.

Not only this, but the UK is also seen as an interesting and exciting place for contemporary culture, jumping up two spots to fourth place with music, films, art, literature and sports.

Chief Executive of VisitBritain Sandie Dawe said: “This year’s NBI report provides yet another insightful score-card for the UK. It shows that the overwhelming perception of Britain is positive and that our image is improving significantly in many of the countries in which we operate around the world.

“Particularly encouraging is the news that China and India – two vital markets offering long-term growth potential for inbound tourism – rank the UK very highly as an aspirational destination. It is our ambition to attract an additional four million overseas visitors over the next four years, and that will mean turning these positive perceptions into new arrivals.

“All this underpins how important it is for VisitBritain to increase our efforts over the coming year if we are to continue to climb up the world rankings and make the most of the opportunities that lie ahead.”

 

 

 

Messing about in a coracle

If you’re looking for an August bank holiday outing, Ironbridge Coracle Regatta, held between 12 noon and 4pm on 29 August, looks like a lot of fun.

The event takes place along the picturesque stretch of the River Severn at Dale End Park, Ironbridge, and is free to watch. Food and refreshments will be available, plus a variety of shore-based activities and arts and crafts stalls to browse and buy.

The event attracts coracle makers and paddlers from all over Britain who participate in madcap races, team games, coracle polo matches and other fiercely contended competitions.

Novice paddlers can have a go in the water for free using traditional coracles handmade by the Green Wood Centre charity, or anyone with their own coracle can bring it along and join in the races (life jackets provided).

Used for thousands of years, coracles are flat bottomed boats made from woven wood covered in animal skins, or more often nowadays, canvas sewn on and waterproofed with tar or bitumen. They are light and roughly circular, making them ideal for shallow water and carrying overland, but hard to control. They were used for fishing, ferrying and – commonly in Ironbridge – for poaching. Before the advent of the Iron Bridge, they were also used to ferry people and goods from one side of the River Severn to the other.

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Daffodil Festival!

Picture by Flickr User dullhunk

As things begin to thaw, the daffodils are beginning to bloom to signal the arrival of Spring. In honour of these yellow beauties there will be the Daffodil Festival at the 12th century listed church of St Mawgan in Meneage on the 19th and 20th February. The church will be open from 10.30am until 4.30pm both days and is free to enter. Light refreshments will be available including pasties and home made soup at lunchtime and tea and cakes all day.

Perfect for a couple, is this cottage in Mawnan Smith from Helpful Holidays. It’s in a brilliant position for visiting many fine gardens (four within a 3 mile radius) and Helford Passage. Use of owners’ large, extremely well kept garden (table/chairs) full of interesting shrubs, flowers, lily pond and productive kitchen garden carries on the garden/floral theme.

photo of Holiday cottage in Mawnan Smith, Cornwall's Med with 3 stars, sleeps 2

Norfolk winner

Plum Tree Cottage, in north Norfolk has won the award for best self-catering accommodation in the 2010 EDP Tourism in Norfolk Awards. It is one of two self-catering properties converted from traditional Norfolk barns on East View Farm, Ashmanhaugh, owned by John and Jane Pond.

“We’re delighted to have won this award,” said Jane. “When we converted these barns we took great care to retain the oak-beamed character of the original buildings, while providing the very latest in comfort. I think the judges liked the fact that in Nutmeg and Plum Tree Cottages we have been able to create an attractive holiday escape here in the heart of the north Norfolk countryside.”

Peter Waters, editor of the Eastern Daily Press, said: “The EDP Tourism in Norfolk Awards highlight the unique offering of our county: the wonderful coastline and countryside allied with superb accommodation and hospitality venues, great restaurants and pubs, and our brilliant visitor attractions, museums and historical sights.

For more details of Plum Tree Cottage, see page 86

NT puts the boots in

They’ve always been just the place for a nice set of tea towels, a calendar or some Kendal mint cake. But now the National Trust’s shops are going in search of a younger clientele with a new range of outdoor products, new designer ware for the kitchen and hand crafted work by British artists.


The outdoors items are intended for enjoying the coast, countryside or back garden. For instance, the NT’s outdoor canvas bags, in natural and charcoal colours, are intended for walking, hiking or just a stroll. Zipped inside pockets help to keep the contents of the three bags – organiser, satchel and backpack – secure (from £25 to £45).


Other walking accessories include fold-away jackets, hiking poles and sticks, maps and guidebooks, and the new National Trust walking boot, produced in partnership with Hi Tec. It’s a good way to step out in to the countryside as it is manufactured using recycled materials and with minimal use of the chemicals normally found in footwear (£90).


For dog walkers, there’s an essential travel kit – rug, towel and collapsible water bowl – while for birdwatchers, there’s a range of binoculars and bird books at various prices.


Other items that could come in handy on a cottage holiday include boules and croquet sets, for gently-paced al fresco enjoyment, while old favourites are updated with a new range of farmhouse kitchen gifts, designed exclusively for the National Trust by Ulster Weavers. The range includes doorstops, oven gloves and tea towels.

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Build a better bookshelf

One of the great pleasures of getting away on a cottage holiday is the chance to relax with a good book. Another is getting out and about, seeing and doing things that make a real change from everyday life.

So having a well chosen selection of books (as well as DVDs and games) in a holiday property can contribute a lot to a holiday. Bookshelves tend to acquire a life of their own, with visitors donating books they’ve brought and read. That can lead to a wonderfully mixed selection of books reflecting all sorts of tastes and interests. Even so, it still helps a lot if at the heart of the collection is a core of books appropriate to the property. Books about the area, of course, whether guide books, local history or fiction. But also books that can help visitors appreciate aspects of country life they might otherwise miss.

For instance, a couple of new books from Britain’s Wildlife Trusts do this in quite different ways. The first is a guide designed to help you get closer to nature, called 152 Wild Things to Do. Divided into four seasonal sections, it lists places to visit (mostly wildlife reserves owned by the Trusts), activities for both adults and children, and skills you can acquire.

In spring, if you’re in Wales you could visit Silent Valley nature reserve. Or you could cook nettle soup. “Healthy, delicious and found absolutely everywhere, nettles are a wonderful leaf that can be cooked up into a wholesome soup. Food that’s free and full of goodness – perfect! You’ll need to pick the tender tops of young nettles in the spring.” It goes on to a full Nigella-style listing of ingredients (including optional wild garlic leaves), cooking instructions and a final flourish: “You could stir in some crème fraîche or serve with a swirl of cream and some crusty bread.”

In summer, you could go wild swimming or glow-worm spotting; in autumn, you could go blackberrying (and make jam), discover Tolkien’s inspiration or see Britain’s largest butterfly. And in winter… well, buy the book and give it as a present, or just for yourself to spur inspiration and booking another cottage holiday.

In all there are – as you would expect – 152 recommendations, so there’s plenty to keep you busy. The book is probably aimed mostly at parents hoping to occupy children and stir an interest in nature and the countryside, but there’s plenty for everyone. It serves as an introduction to a number of small, lesser-known nature reserves and the colour photography is beautiful. It’s a book that deserves a place on every holiday cottage bookshelf.

Rather more traditional is Nature Tales, from  the same source. It’s a compilation of nature writing spanning the last three hundred years, with a forward by Sir David Attenborough. “This wonderful collection of some of the greatest nature writers in Britain’s history is a pleasure to read from start to finish and a valuable addition to any naturalist’s library,” says Sir David. Quite so, but don’t let that reference to a naturalist’s library make you think this is some learned, stuffy book. Quite the reverse, because it’s the ideal accompaniment to a cup of tea and a digestive, with most of the items no more than two or three pages long.

The book is organised in themed sections – By river and sea, From my window, Nature trails, and so on – each with items from across the 300 years. So an entertaining piece by Bill Oddie – one of the longest items at nine pages – is preceded by the 19th century novelist Richard Jefferies and followed by Nan Shepherd, a wonderful descriptive writer who died in 1981 at the age of 88. There are brief notes on each contributor, which might well lead you to follow up on their other writings.

Even more than in a naturalist’s library, this book belongs in every holiday cottage. And it, too, would make an excellent birthday or Christmas present for any nature-minded reader.

152 Wild Things to Do, published by Elliott and Thompson Ltd, £12.99,
Nature Tales, published byElliott and Thompson Ltd, £18.99

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Halloween events in the West Country

Pumpkin-tastic picture by Flickr User Jeff_Golden

The West Country is going spook-tacular this Halloween so I thought it best to do a round up of some of the best events going on this year for those of you in or visiting the area.

From the 23rd – 31st October The Big Sheep in Abbotsham, North Devon will be transforming its site into an amazing Halloween haven with pumpkin carving, fancy dress, haunted house and train ride and themed indoor play park.

From the 24th October The Cornwall Crealy Adventure Park hosts their Hallowfest with over 20,000 pumpkins, bonfires, the Crealy Witch, spooky games and exciting rides.

24th October to 1st November is the spooky ice rink, Little Monsters’ Ball  and games at Cornwall’s Eden Project.

30th October is the date for the Seaton Tram of Terror. Take this spooky ride from Seaton to Colyton for many thrills along the way!

Also on 30th October there are ghost tours for those brave enough at Dunster Castle. Tours run throughout the evening from 5.45pm to 10.30pm.

If there are any other spooky events taking place that you think deserve a mention, please post a reply with details!