Question: A public transport organisation has had a reputation for many years of caring little for its customers - the passengers it carries. In particular, the enquiry office has had a particularly poor reputation. New management have decided to try to improve the office's performance and image, and staff have recently been sent on a series of training programmes to help develop a customer focus. The organisation has a formal complaints procedure and, before the training programme, the enquiry office typically received around 15 complaints a week, about its service, staff attitudes and the accuracy of information given to passengers. The office manager has asked for advice on how the office's performance can be monitored on a regular basis. Draft a short report outlining some of the options that are available in terms of monitoring this aspect of performance.