CaRT doesn't respect boaters
LESS than one in four boaters feel respected by Canal & River Trust (CaRT), writes Allan Richards.
A survey carried out by BDRC Continental for the Trust in August 2014 has found that 76% of boaters feel that the Trust does not respect them. Despite confirming that the full results of the survey would be published last year, the Trust has failed to do so.
Less satisfied
It was a narrowboatworld article, (Public less satisfied), which broke the news that only 64% of boaters were satisfied with the Trust last year (i.e. the 2014/15 financial year) compared with 71% the previous year. We also commented that 64% was well below the 75% target set for last year.
... and it has been research into the source of these figures that found CaRT's unpublished survey.
B.O.A.T. survey
As explained in the previous article, the 2013/14 figure of 71% came from a biennial boat owners' survey carried out by BDRC Continental (the same company who carry out the rolling visitor number surveys).
On 20th June 2014, CaRT announced that BDRC Continental would be carrying out Boat Owner Attitude Tracker (B.O.A.T.) surveys to ‘keep up-to-date with boaters' thoughts and feelings between the existing biennial survey'.
The inescapable conclusion is that this survey would include collecting data for boater satisfaction figures. Where else could the boater satisfaction Key Performance Indicator (KPI) figures come from?
August survey
A B.O.A.T. survey is known to have been carried out in August 2014. CaRT committed to publish the results in full. There can be absolutely no doubt about this as CaRT's Towpath Mooring Management Project Update, dated 6th October 2014, from Head of Customer Service, Dean Davies says:
'We received the first results back from our new Boat Owners Attitude Tracker in August...' and later 'We'll be publishing the full results shortly'.
However, despite an extensive search, no record can be found of this survey ever being published as promised.
No respect for boaters
So was the August B.O.A.T. survey not published because of an unwillingness of the Trust to face up to its findings?
Very probably!
Dean Davies, as Interim Head of Customer Services, produced a report for a Board meeting held on 20th November 2014. Commenting on the August survey. It stated:
This new regular tracker survey is to monitor attitudes and ‘advocacy' amongst boaters and identify the key drivers affecting it. The key results from wave one are:
Familiarity—two thirds (65%) of boaters say they know very little about what we do; this indicates we need to promote a better understanding of the varied work of the Trust.
Respect—only one in four (24%) boaters say they feel respected by the Trust; this will help drive the changes to our engagement, tone and ‘culture'.
Terrible indictment
With the second bullet point, (respect) it is rather obvious that the Trust has almost completely lost the confidence of those who should be its most ardent supporters. 76% of boaters, CaRT's paying customers, feel that the Trust does not respect them.
Taking the first bullet point, (familiarity) and bearing in mind that boaters should be the most educated section of the public regarding the CaRT's charitable objectives, is this not a terrible indictment regarding CaRT's failure to communicate?
Furthermore, is it not a fierce condemnation of CaRT's chief executive who had numerous face to face and electronic meetings with boaters (both groups and individuals) but failed to convince them that CaRT needs to be something more than a navigation authority or that the Trust does actually respect boaters.
Ian Rogers
One must assume that Dean Davies made his report to the Board in good faith and on the understanding that the survey would be published. One must also assume that he believed that CaRT would take urgent action regarding the issues raised.
However, that is not what happened. His interim appointment was not confirmed as permanent and within weeks he was shunted sideways into a non-customer facing role. Needless to say, somebody with absolutely no experience of boaters or inland waterways, Ian Rogers, was appointed in his place as Customer Service Manager.
Ignoring issues
With Ian Rodgers ignoring the major issues raised by the B.O.A.T. survey for six months (if, indeed, he was made aware of them!), CaRT have now appointed a Head of Boating, Simon Grimes.
However, this again has been taken as CaRT showing a lack of respect for boaters because they were told the position was redundant on the retirement of Sally Ash over a year ago, and of course, Simon Grimes, like Ian Rogers has no knowledge of inland waterways or boating.
The elephant in the room
By now some will have noted an elephant in the room.
Cart's Trustees have been told that only 24% of boaters feel respected by the Trust by Dean Davies, Head of Customer Services.
CaRT's Trustee's have been told that 64% of boaters are satisfied with the Trust by Richard Parry, Chief Executive.
That's one very big elephant!