Translink Driving Up Standards
26 August 2003
Translink have released their latest set of independent customer satisfaction research which reveals some of the best results in seven years. The impressive performances have been underpinned by greatly improved customer opinions of punctuality, cleanliness and passenger comfort.
The ‘Passenger Charter’ monitoring research is carried out independently twice a year by PriceWaterhouse Coopers (PWC) which evaluates Ulsterbus, NI Railways (NIR) and Citybus (now Metro) on items such as punctuality, cleanliness, comfort, heating, lighting, helpfulness of staff and value for money. Citybus (now Metro) has achieved its highest ratings by its customers since 1996, while NI Railways has enjoyed its best results since 1997. Ulsterbus continues to be the highest rated of the three companies operating under the Translink umbrella.
Thanking passengers for their support, Translink’s Acting Chief Executive Jim Aiken explained: “The results are very pleasing indeed. Clearly customers have responded very positively to the number of investment projects we have recently completed and initiated in our fleet, infrastructure and technology. These will continue to bring considerable benefit to public transport users.”
He continued; “The significant investment in new and refurbished rail and bus stations, such as the landmark completion of Belfast’s Central Station, has gone a long way in improving our passenger’s travel experience. The enhancement of all aspects of passenger information such as the newly piloted satellite Bus Trak system, together with the investment in the Call Centre, the website, printed material at bus stops and at stations have also been well received by our passengers. The introduction of cashless Smartcard technology is proving very popular and reducing boarding times on buses. All of these have a positive impact on the perception of the services that we offer.
However, stressing there was no place for complacency, Mr Aiken noted that Translink are determined to build upon this success; “We look forward to the delivery of the new rolling stock which is set to transform rail travel in Northern Ireland. This along with the arrival of 190 new accessible buses will mean we will be able to offer even higher levels of comfort and reliability. There are also new passenger facilities planned for Lisburn, Downpatrick and Banbridge, Portadown and Newry.
He concluded by saying; “Most of all, I pay tribute to the dedication of all Translink staff, who are committed to continually improving our performance standards, often in difficult circumstances. We will continue to address the needs of our passengers to ensure they receive the highest quality modern transport system.”
-ENDS-
Issued by Sarah Stanczyk
Press and PR Officer
T: 02890 899 455
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