Quality of Service

Overview of the quality of service framework for the ports sector, overseen by Ports of Jersey Limited (Ports of Jersey).

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Why does Ports of Jersey report on quality of service?

As the sole provider of airport, harbour and marina services, Ports of Jersey is subject to economic regulation, including quality of service standards. These standards align with international best practice to ensure consumer outcomes comparable to those in competitive markets.

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What is the background to the current quality of service framework?

The framework was introduced in 2018 to establish a baseline for quality of service following Ports of Jersey's incorporation. It applies to services at the airport, harbours and marinas.

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What areas are measured?

The report provides valuable insights into performance across the airport, harbour and marinas. This includes:

Airport - Performance metrics such as flight punctuality, availability of aircraft stands, and customer-focused measures such as baggage handling and time taken to clear security.
Harbour - Focus areas include the punctuality of sailings and berth availability.
Marinas - The report also covers marina operations, including the waiting list for new berths.

Customer feedback and total complaint numbers are collected across all areas.

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How often are reports published?

Four quality of service reports are published for each calendar year. Quarter 1 results are published in April, quarter 2 results in July, quarter 3 results in October and quarter 4 in the following January.

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How often is the framework reviewed?

As part of our 2025 Business Plan we are initiating a review of the current quality of service measures. Once launched, further details can be found on the case page.

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Where can I find previous reports?

All the published reports are available, by year, below.

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Where can I find out more?

Quality of Service Reporting 2025

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Quality of Service Reporting 2024

Quality of Service Reporting 2024 Q1

Quality of Service Reporting 2024 Q1 Infographic

Quality of Service Reporting 2024 Q2

Quality of Service Reporting 2024 Q2 Infographic

Quality of Service Reporting 2024 Q3

Quality of Service Reporting 2024 Q3 Infographic

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Quality of Service Reporting 2023

Quality of Service Reporting 2023 Q1

Quality of Service Reporting 2023 Q1 Infographic

Quality of Service Reporting 2023 Q2

Quality of Service Reporting 2023 Q2 Infographic

Quality of Service Reporting 2023 Q3

Quality of Service Reporting 2023 Q3 Infographic

Quality of Service Reporting 2023 Q4

Quality of Service Reporting 2023 Q4 Infographic

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Quality of Service Reporting 2022

Quality of Service Reporting 2022 Q1

Quality of Service Reporting 2022 Q1 Infographic

Quality of Service Reporting 2022 Q2

Quality of Service Reporting 2022 Q2 Infographic

Quality of Service Reporting 2022 Q3

Quality of Service Reporting 2022 Q3 Infographic

Quality of Service Reporting 2022 Q4

Quality of Service Reporting 2022 Q4 Infographic

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Quality of Service Reporting 2021

Quality of Service Reporting 2021 Q2

Quality of Service Reporting 2021 Q2 Infographic

Quality of Service Reporting 2021 Q4

Quality of Service Reporting 2021 Q4 Infographic

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Quality of Service Reporting 2020 (suspended due to Covid-19 pandemic)

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Quality of Service Reporting 2019

Quality of Service Reporting 2019 Q1

Quality of Service Reporting 2019 Q1 Infographic

Quality of Service Reporting 2019 Q2

Quality of Service Reporting 2019 Q2 Infographic

Quality of Service Reporting 2019 Q3

Quality of Service Reporting 2019 Q4

Quality of Service Reporting 2019 Q4 Infographic

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Quality of Service Reporting 2018

Quality of Service Reporting 2018 Q1

Quality of Service Reporting 2018 Q2

Quality of Service Reporting 2018 Q3

Quality of Service Reporting 2018 Q4

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