Translink Passengers Have Their Say

Autumn Winter 2023/2024 results from Translink’s programme of independent and continuous monitoring of customer satisfaction on Translink services.

The monitoring is carried out by the CARD Group, and their market researchers interview passengers across all services either on board, at a stop, or at a station.  Over the course of the year over 6,000 bus, Glider and rail passengers have been interviewed. The results are published twice a year and used to pinpoint any areas of Translink services which may need improvement.

Passengers are asked to rate their satisfaction with a wide range of service attributes including punctuality and reliability, value for money as well as overall satisfaction with their most recent journey.

During the second 6 months of customer satisfaction monitoring, more than 3,000 passenger interviews have taken place and the results for each of Translink’s bus and rail services are available at the links below.

Key Findings from the Autumn Winter series of passenger satisfaction monitoring (Monday 2^nd October 2023 – Sunday 31^st March 2024):

• On average, 88% of Translink passengers rated public transport services either good or excellent.
• The overall satisfaction score with most recent journey on Translink services was 90%.
• NIR, Glider, Goldliner and Ulsterbus services all scored above 90% on overall satisfaction with most recent journey, and Metro bus services scored 76%.
• Passengers rated punctuality / reliability, frequency of services and value for money as the things that matter most to them.
• All six Translink services performed strongly against customer priorities, with four of the six services achieving 90% or higher.
• Across all Translink bus and rail services, punctuality was rated at an average of 86%. Four services were rated above 90%. Metro bus services were rated below this average highlighting an area for improvement.
• 95% of passengers rated the accessibility of the vehicle as either good or excellent.
• Passengers’ perception of safety on board Translink services is high with 97% of passengers giving a very safe or safe rating. Glider was rated slightly lower at 92%. 
• 94% of passengers rated staff helpfulness at stations as either good or excellent.
• The lowest rated service attribute at stations was catering and vending at 80%.