Passenger Charter - Monitoring Results - Translink
Monitoring Results
Results of the Spring Monitor
Have a look at the results following...>>
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This publication presents the twenty-second set of results based on the Translink integrated Passenger’s Charter.
The figures shown in the tables were obtained from independent monitoring surveys of both bus and rail companies, which were carried out between 1st April – 6th June 2009.
PricewaterhouseCoopers undertake the monitoring process and measure our achievements as they relate to the standards set out in our charter for:
- Reliability
- Being on time
- Comfort
- Courtesy
- Cleanliness
- Answering the telephone
In the following tables you will find Observation Ratings in which the performance of bus and rail companies was independently monitored against the commitments in our Passenger’s Charter, and Customer Performance Ratings which establish customers’ opinions of the services provided.
Once again, the spring monitoring period produced an excellent set of results for bus and rail operations. Results have increased as expected from the autumn period of 2008, however a more relevant comparison can be taken from the previous spring results from 2008, and the latest figures still show a general marked improvement, particularly for Metro and NIRailways services which are the best results since records began 15 years ago. All operating companies met their targets set out in the Passenger’s Charter.
On Metro services, overall customer performance ratings improved in all 9 categories when compared to the results from spring 08. Highlights include value for money rising by 12%, helpfulness of staff improving by 6% and punctuality scoring 79%, a rise of 11%. 3 out of 5 Observation Ratings remained at 100%.
Ulsterbus services also performed well, maintaining the excellent set of results recorded in the previous spring period. Key categories such as punctuality (81%), helpfulness of staff (83%) and availability of seating (86%) all scored highly. 4 out of 5 Observation Ratings scored 100%. In addition, satisfaction with Ulsterbus stations is at an all time high.
Results for NIRailways were also very encouraging. The Customer Performance Index reached 80.1%, the highest figure since monitoring began in 1994. 11 out of 12 categories surveyed improved from spring 08. Punctuality ( 7%), value for money ( 12%) and cleanliness of toilets ( 7%) all scored well. Observation Ratings remained high with 4 out of 6 categories scoring 100% and the remaining 2 categories scored 99%.
We aim to build on these excellent set of results and will continue to listen to our passengers through our passenger group activity and the feedback facility on our website. Translink services will be monitored again in the autumn of 2009.
|
Frank Clegg |
Mal McGreevy |
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