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Monitoring Results

Results of the Spring 2018 Monitor

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

Have a look at the results:


Download Independent Monitoring Update

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 following charts 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.

This set of results are the second consecutive monitor to 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.

All companies bettered their reliability targets and N I Railways also topped their on-time punctuality target, however there were some challenges for Metro and Ulsterbus punctuality within the greater Belfast area due to the intense period of roadworks during the monitoring period.

Value for money scores have also increased across all services as more passengers utilise multi journey tickets such as Smartlink, Daylink, mobile mLink tickets and our range of promotional fares including third off bus and rail tickets and day tickets on Metro.

N I Railways has again been benchmarked against other GB Regional Railways and has come out on top for many key factors including punctuality, staff helpfulness, value for money and cleanliness.

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. 

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