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Translink Driving Up Standards10 March 2004
Translink’s latest set of independent passenger research reveals a generally upward trend of performance standards, improving on already high levels of passenger satisfaction. Ulsterbus performed particularly well with significant gains in cleanliness, staff helpfulness, passenger comfort and value for money.
PICTURED: Talking up the Charter Standard are Cinty Stubberfield, Translink’s Call Centre Manager and sporting shades is Peter Guilfoyle Call Centre Supervisor.
Translink’s Chief Executive Keith Moffatt explained; “Essentially this research measures passengers’ perceptions of the service they experience and also the ‘actual’ performance of services in terms of punctuality which was achieved through the use of over 2512 ‘mystery shoppers’ visits. It is encouraging to note that our actual performance figures for punctuality are; 98 for Ulsterbus, 91 for Citybus (now Metro) and 90 (arriving within 5mins) 94 (arriving in 10mins) for NIR. The feedback enables us to focus on those key areas which are important to our passengers”.
He continued; “It is good news that more passengers are telling us they are receiving a better service, they are beginning to see the benefit of recent investment in new stations, passenger facilities and many new modern buses added to the fleet. There have also been significant improvements in all aspects of passenger information and we were delighted to see that our call centre exceeded the charter standards by answering 98% of all calls within 30 seconds”.
However there are some big issues to be addressed. Commenting on punctuality in particular, Mr Moffatt said; “This is becoming a real problem for Citybus. Owing to the increased traffic congestion, bus speeds have been suffering. However, we are continuing to work towards an extensive Quality Bus Corridor network within Belfast which will concentrate on service frequency and reliability. There is an onus on Translink and DRD Roads Service to accelerate this programme of improvements, and we will champion this cause on behalf of our passengers”.
Remarking on the future performance of NI Railways, Mr Moffatt said; “It’s a very exciting time for us. Our rail passengers are looking forward to the delivery of the new trains. They have every right to expect a quantum improvement in service levels and they can rely on us to deliver.
“Broadly speaking, the independent results show that the punctuality of Translink services compare very favourably with our counterparts in Great Britain. I would especially like to pay tribute to all Translink staff in Citybus, Ulsterbus and NIR who receive consistent praise from our passengers. Their hard work and dedication cannot be underestimated. Clearly we have achieved a lot, however there is much still to do and we have a busy time ahead of us with a significant programme of change to improve our performance across the board in delivering an excellent public transport alternative.” He concluded.
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For more information please contact Sarah Stanczyk, Translink’s Press and PR Officer on 028 90 899 455 or mail sarah.stanczyk@translink.co.uk
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