Great customer satisfaction & Wi-Fi on trains

"customers continue to rate bus and rail services very highly"
21 September 2012


Dear Colleagues,

This week we announced the latest independent research showing that our customers continue to rate bus and rail services very highly with customer satisfaction levels for NI Railways, Ulsterbus and the contact centre at an all-time high.
Customers on both Ulsterbus and rail services are particularly happy with levels of punctuality, value for money, comfort and staff helpfulness.  Metro and NI Railways beat their ‘on time’ and reliability targets; indeed for the second consecutive monitor, rail services achieved a score of 100% ‘on time’ - reflecting the benefits of the new Class 4000 trains. This performance also compares very well with operators in GB.
Value for money remains a focus for all our customers.  So we continue to promote the range of ‘best value’ products such as mlink, ilink, Smartlink and yLink.
Overall, this is a great set of results reflecting the excellent standard of work going on right across the organisation. I thank everyone who is involved in delivering great customer service. Customer expectations continue to rise and we need to continue to find ways of delivering even better customer service. I do not apologise for using the word ‘customer’ so many times; they are why we are here. We always want to hear from you if you think there are ways we can do better.
A great example of how we can improve our customer experience launched yesterday when we started providing free Wi-Fi on train services. It will also soon be available on main Goldline routes making it easier to access emails, social media and browse the web.
I want to congratulate everyone involved in the successful introduction of Wi-Fi. This important enhancement meets changing passenger expectations and means we continue to position Translink as a modern and dynamic public transport provider.  

Catherine Mason,

Group Chief Executive