13 March 2003
Public Transport monitoring figures released today for Translink’s three operating companies, Citybus, N I Railways and Ulsterbus reveal the best set of Customer Satisfaction figures the company has seen since the late 1990’s. Significant improvements have been achieved in key areas such as punctuality, reliability, passenger comfort and cleanliness.
Ted Hesketh, Managing Director for Translink explained “Monitoring of our three companies is carried out twice a year by independent researchers. The feedback we get allows us to identify the key areas of concern to our passengers and make the necessary improvements. We are extremely pleased with this set of very positive results. Passengers are now beginning to see the benefits of increased investment and the many initiatives implemented, particularly in areas such as passenger information and bus priority. These results clearly indicate a positive improvement in customer satisfaction of the three operating companies. It is also important to recognise our staff, who are committed to continually improving our performance standards, often in difficult circumstances”.
He continued, “Results are positive in most categories, with significant increases for cleanliness, both on board buses, trains and at stations in particular, punctuality and value for money ratings have also improved in Ulsterbus and Citybus. We have recently completed and initiated a number of major investment projects in fleet, infrastructure and technology and these will continue to bring considerable benefit to public transport users”.
“The substantial upgrade in track and new rolling stock is set to transform rail travel and this along with the arrival of 190 new accessible buses will mean we will be able to offer high levels of comfort and reliability. The significant investments and upgrades in the provision of all aspects of passenger information through the Call Centre, the website, printed material, at bus stops and at stations are being well received by our passengers. The introduction of Smartcards is also easing boarding on our buses”.
“Work is almost completed on Central Station with further work due to begin later this year on new buscentres in Lisburn and Downpatrick. Planning is also underway for an integrated bus and rail centre in Portadown, a new rail station in Newry and a new buscentre in Banbridge.
“We very much welcome the continued investment in Public Transport recently proposed in the Regional Transportation Strategy and we will continue to focus on addressing the needs of our passengers to ensure they receive a high quality modern public transport system.”
-ENDS-
Notes to the Editor:
• This research was obtained from independent monitoring surveys carried out during October and November 2002. Research measured actual punctuality of all services with quality of service as perceived by passengers. The research is monitored by a steering group comprising of NITHC, Department for Regional Development and General Consumer Council.
• The study revealed that 92% of Citybuses, 98% of Ulsterbuses and 96% of NIR services were observed to be punctual and arrive on time
• Ratings for observed reliability were; Citybus (now Metro) 99.9%, Ulsterbus 99.9% and NIR 100% compared to Charter standard of 99.2%.
Issued by: Sarah Stanczyk
Public Relations Officer
Tel: 028 9089 9455
Mob: 07711205436
Fax: 028 9089 9452
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