Spring 2013 Passenger's Charter monitor

"attracting more passengers than ever onto our buses and trains"
11th October 2013


Dear Colleagues,

This week we released the results of the Spring 2013 Passenger's Charter monitor - it was great news and reflected on-going excellent performance. We beat all our on-time targets and NI Railways customers rated the service the best ever, while the customer satisfaction of Metro, Goldline and Ulsterbus passengers continues at a real high. This time we were able to compare our performance with train companies in GB – on practically every measure we were ahead of comparable operators.

Features such as free Wi-Fi, innovative customer information apps and ticketing and new vehicles with greater frequency of services are attracting more passengers than ever onto our buses and trains. But customer service is so important and that relies on all of you who meet our customers face to face or deal with them over the phone or are responsible for the quality of our services. Thanks to all of you who have helped deliver this very impressive set of results and continued to focus on our passengers and services (and without being distracted by recent media speculation into our future!).

As you will be aware, the Committee for Regional Development have been undertaking an inquiry into Northern Ireland's 'transport delivery structures'. We understand that the next steps are for the report to go to the Minister and the Assembly - as soon as further information is available, we will of course share it with all of you.

Catherine Mason

Group Chief Executive