Quality

JSC FPC sees service quality and safety as the integral components of its strategy.

Service quality in JSC FPC’s passenger trains and ticket offices is monitored by the Internal Control and Audit Centre of JSC FPC. Being under the direct supervision of Company’s managing director, the Centre conducts audits and develops corrective actions based on the audit results.

Day-to-day tasks related to service quality management processes are carried out via the existing hierarchy of management, with the Transportation Department, Passenger Service Department, Rolling Stock Department, Sales Department and Meals Department at the top.

Shaped by Deputy Managing Director for Strategic Development and Corporate Governance, the corporate quality management system is based on the ISO 9000 series standards.

The Company conducts quarterly surveys of train passenger satisfaction, including assessment of the impact that the activity of its divisions responsible for different aspects of the service has on passenger experience.

During a survey, passengers who travel by train are asked to complete a questionnaire.

Surveys includes assessment and analysis of various parameters affecting a passenger’s travelling experience, such as:

• Purchase of a ticket in a ticket office
• Purchase of a ticket on the website and self-service terminals
• Trip time and duration
• Sanitary condition of the car
• Rail car interior
• Car attendant’s work
• Tea service and availability of snacks on sale
• Linen
• Information materials in the car
• Availability of information about promotions and special offers
• Technical condition of the passenger car
• Technical condition of the dining car
• Meals in the dining car
• Prepaid meals
• Personal security level and security of personal belongings
• Quality of service-price ratio and other

Results in the range from 4.5 to 5 points correspond to a high level of customer satisfaction. The range from 4 to 4.44 points corresponds to a moderate level of customer satisfaction. Low customer satisfaction is registered when 3.9 or less points are given.

Customer focus increase, %

According to the passenger surveys conducted in 2013, the following parameters improved considerably:

• Ticket purchase procedure (due to rapid development of electronic sales channels and electronic registration)
• Car appearance
• Technical condition of passenger seats, entry area, corridor, toilets (achieved through renovation of old cars and purchase of new ones)

Overall passenger satisfaction in 2013 was 4.44 points, meaning that in terms of customer focus JSC FPC achieved moderate results or 89%, a 1% increase compared to the level achieved in 2012.

To improve the quality of service and make it easier to buy long-distance train tickets, JSC FPC is working actively on the development of electronic sales and service channels. In 2013, the share of e-tickets in the total volume of long-distance tickets sold by JSC FPC 2013 grew by 6% compared to the last year, reaching 19% (more than 22.6 million seats), including 1.5 million seats sold via self-service terminals, a 39 % increase compared to 2012.

In addition to promotion of e-sales, JSC FPC is taking efforts to inform passengers of the existing electronic sales channels and encourage them to buy e-tickets.

For more information on this, please refer to “Company’s Strategy” (the subsection on a project called “Sales Channels Optimisation, Branding and Advertising”).

Double-Decker Cars

Mineralnye Vody Depot

2013 results: service quality improvement

FCP’s core business: Long-distance passenger train service in the Russian Federation and in the international market

Installation of air-conditioning and eco-friendly toilet systems

All new trains are equipped with eco-friendly toilets (EFT) and air-conditioning systems (ACS).

To improve comfort, the Company continued to equip its cars with the following systems and devices in 2013:

• Air-decontamination systems in 217 overhauled cars
• New batteries with extended lives in 366 cars (these batteries allow air-conditioning systems and other electricity-powered equipment in passenger cars to work at least 5 hours during long stops and at low speeds; this is achieved through a 30-50% increase in capacity compared to previous batteries)
• Hard wood window frames (over 10.2 thousand frames replaced) and PVC window frames in overhauled cars

Cars with ACSs

Cars with EFTs

Corporate quality management system improvement

In 2013, JSC FPC got from Moody International (renamed to Intertek Rus since September 9, 2013) a certificate of compliance with ISO 9001:2008 and GOST ISO 9001:2011.

In 2013, the Company started to take methodological and practical steps towards the expansion of the corporate quality management system that had been used in the business processes related to passenger service in first-class cars and depot repairs so as to cover the activities of JSC FPC’s administration, central divisions, branches and branch subdivisions involved in the following lines of business:

• National and international passenger, carry-on baggage and unaccompanied baggage service in long-distance trains
• Sale of tickets for long-distance trains
• Carriage and storage of carry-on baggage and unaccompanied baggage
• Provision of services to passengers in long-distance trains
• Tourist travels
• Rolling stock operation, maintenance and repair