Highest Ever Customer Satisfaction

Group Chief Executive's Weekly Message

" thank you everyone for playing your part in this success"
2nd October 2014




What our customers think of our services is all important to our success and today we welcomed the latest Passenger's Charter monitoring results which show the highest ever passenger satisfaction levels for NI Railways and Ulsterbus, while Metro received its second highest ever satisfaction score. Reliability targets were exceeded across the board while Metro and NI Railways beat their on-time targets. Ulsterbus just narrowly missed its punctuality target.

NI Railways continues to excel – punctuality, value for money and train cleanliness ratings are all very high and free WiFi is really appreciated. It is factors like these that contribute to record train passenger numbers. In fact, NI Railways performed extremely well compared to GB 'regional' rail companies – Merseyrail, First Scotrail, Arriva Trains and Northern Rail – with the highest ratings in categories such as train staff helpfulness and value for money.

Our 'Fares Frozen' message has really hit home with Ulsterbus passengers – our value for money rating has soared. This has contributed to growing Goldline passengers along with new modern coaches, increased service departures and the free WiFi.

Metro passengers tell us they like our better on-time performance and value for money. The bus lanes in Belfast are working well and in the city centre car traffic has reduced by around 11,000. We were also able to increase the frequency of some services earlier this year and Park & Ride continues to be very popular – the opening of Dundonald P&R before Christmas can only boost customer satisfaction even further.

There's no doubt this is an excellent set of results; our customers are pleased with the great service they receive.

Thank you everyone for working hard and playing your part in this success.

Gordon Milligan

Interim Group Chief Executive