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Monitoring Results

Results of the Autumn 2017 Monitor

This report presents the thirty-eighth set of results based on the Translink Integrated Passenger’s Charter.

Have a look at the results:


Download Independent Monitoring Update

The figures shown in these charts were obtained from independent monitoring surveys of both bus and rail companies, which were carried out between 22nd September and 30th November 2017.

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


 Being on time




 Answering the telephone


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

The results show that overall Translink customers are continuing to rate services highly with 9 out of every 10 saying that they are satisfied with their overall service.

The Autumn 2017 monitoring again saw the ‘reliability of services’ of all companies achieving maximum scores. Metro and NIR both met the charter standard again this wave for ‘Punctuality of arrival’ with 97% of observed services arriving no more than 7 minutes late. Ulsterbus recorded a score of 96%,with an improvement of 3% year on year.

Metro has seen positive results in this round of monitoring. Recording an overall customer satisfaction score of 93%.

Ulsterbus achieved and overall customer satisfaction score of 94%.

NI Railways recorded an excellent overall customer satisfaction score of 96%.  Customer satisfaction with NIR stations saw an overall score of 95%.

These results will be used to pinpoint areas of our services which may need improvement. We will continue to listen to our customers and we encourage you to provide feedback on your experiences of using Translink. We also have a number of other exciting projects underway that will help to further transform our local public transport network to ensure we are your first choice for Travel in Northern Ireland. Coming this Autumn will be the introduction of Glider, Belfast’s new mode of Rapid Transit and the introduction of new buses to enhance regional routes.

If you would like to make a comment on any aspect of our services, please email [email protected]


Ian Campbell             

Acting Director of Services Operations