Results of the Spring Monitor

This publication presents the twenty-seventh set of results based on the Translink integrated Passenger’s Charter.

Have a look at the results following:

• NI Railways
• Metro
• Ulsterbus
  

The figures shown in the tables were obtained from independent monitoring surveys of both bus and rail companies, which were carried out between 1st April – 4th June 2011.

PricewaterhouseCoopers undertake the monitoring process and measure our achievements as they relate to the standards set out in our charter for:

• Reliability
• Being on time
• Comfort
• Courtesy
• Cleanliness
• Answering the telephone

In the tables you will find Observation Ratings in which the performance of bus and rail companies was independently monitored against the commitments in our Passenger’s Charter, and Customer Performance Ratings which establish customers’ opinions of the services provided.

The Spring set of results have shown a particularly strong performance for all three operating companies, with perceptions of punctuality and reliability improving substantially in comparison with the Autumn 2010 wave of research.

Both Ulsterbus and NIRailways exceeded their respective Passenger's Charter targets for punctuality and reliability, while Metro met its 95% punctuality target and exceeded the reliability target.

The results showed that Ulsterbus performed very well during this monitoring period, reflected in the customer performance index (CPI) showing the 2nd highest score since the monitoring process began.  Individual categories such as standing time (96%), availability of seating (86%) and helpfulness of staff all recorded high results once again.  Six categories improved from Spring 2010.

Ratings for Metro services also improved considerably from previous results.  The overall CPI increased from 70.4 in Autumn 2010 to 76.8.  This was due to higher ratings for key areas such as punctuality, value for money and passenger comfort.  The observation ratings were maintained, reaching 100% in three of the five categories once again.

These latest figure show that NIRailways once again maintained a consistent level of high performance- Punctuality (84%), Cleanliness of Trains (83%), Comfort of Seating (85%), Helpfulness of staff (88%), Lighting (89%) and time taken to answer queries at stations (88%). Observation ratings were impressive, with 4 out of 6 areas reaching 100%. NIRailways also performed extremely well when benchmarked against other UK rail operating companies, having been rated joint first in terms of value for money and a clear second with respect to punctuality. Other categories scored considerably higher ratings than GB counterparts in terms of information on delays, cleanliness, availability & comfort of seating and staff helpfulness.