This is how we will meet and exceed customer expectations and attract new customers.
Our goal is to deliver high levels of customer satisfaction and continually improve our Net Customer Sentiment Score.
Better customer experience
When passengers travel with Translink, we want their experience to be the best it can be. So, customer satisfaction is built into our Passenger’s Charter. We have set a target to achieve >90% customer satisfaction across all our services and work to continually improve our Net Customer Sentiment Score.
Better customer information
We will continue to improve the way we provide and receive information about our services. Whether provided face to face or on-line we will ensure information is clear, easy to access and where relevant tailored and personalised. For us the customer journey will start as you plan your trip and end with the opportunity to feedback.
Better handling of complaints
When things go wrong, we will do our best to put them right and will set out in our Passenger’s Charter our responsibilities and our commitments to respond to complaints.
Better facilities
We will continue to transform public transport through a programme of upgrades and enhancements. Our stations, halts and bus shelters will be attractive and high quality.
Park and Ride facilities are increasingly vital for our integrated transport network. We will plan and develop these in line with the DfI Regional Strategic Transport Network Plan.
Better fleet
We will continuously improve our fleet to deliver safe, clean, accessible and attractive public transport for our customers. Alongside daily, weekly and monthly maintenance and cleaning programmes, we will seek out examples of best practice and introduce innovative methods. Our fleet renewal programme will ensure buses, coaches and trains are leading edge and high quality. They will feature the latest technologies to deliver high levels of accessibility and customer satisfaction.
Better ticketing and fares
We will develop customer led, innovative ticketing solutions with a focus on, ease of use, integration, convenience and value. We want to use ticketing to encourage integration and boost public transport usage. As a key part of this commitment, we will roll out Account Based Ticketing/Contactless Tap On Tap Off ticketing and continue to expand our mobile app technologies.
Every year, in partnership with stakeholders, we will review fares to deliver value for money for our customers. We will continue to innovate to offer the best value with new products, fare offers, new payment options and capping fares to offer customers flexibility, integration, convenience and simplicity to attract more users.
Better accessibility
We will work to ensure our services and facilities are accessible to all. This means creating a consistent customer experience for everyone ensuring accessible public transport for people with all levels of abilities. This includes enhancements to our vehicles, station improvements, introducing new changing places facilities, upgrades to rail halts and employee training. In addition, there are exciting developments planned to advance our digital passenger information to provide easier accessible route planning for passengers.
Customer-led branding
Our brand strategy will be customer led, informed by research. We will project the Translink name more clearly. Our brands will recognise the need for consistent and positive service delivery. Our branding will aim to visually connect our modes and services across Northern Ireland.