Monitoring Results

41st Set of Results

This report presents the 41st set of results based on the Translink Integrated Passenger’s Charter.

The figures shown in these charts were obtained from independent monitoring surveys of Translink’s bus and rail companies, which were carried out between 8th April – 10th June 2019.

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 charts you will find Observation Ratings in which the performance of bus and rail companies was independently monitored against the commitments in our Passengers’ Charter; and Customer Performance Ratings which establish customers’ opinions of the services provided.

This set of results shows overall high customer satisfaction levels across the business with NI Railways at 97%, Glider 94%, Metro 90% and Ulsterbus rated at 82%. NI Railways came top in most factors including value for money, staff helpfulness and cleanliness. 

Bus reliability is on target, with buses departing on time, but the diversions and increased congestion in Belfast caused by the Bank Buildings fire and subsequent blockade has impacted on our Metro bus services punctuality scores, narrowly missing targets.

The results also highlight the positive benefits of the extended Ulsterbus Urby services operating between Belfast and periphery towns. Glider continues to score well with increasing numbers of passengers travelling on the service.

Recent changes have been introduced to Metro services, which will help maintain high levels of passenger satisfaction with a simplified renumbering of services, route enhancements; and striking new livery successfully implemented in September. Our work also continues with the Department of Infrastructure and Councils to introduce further bus priority along key corridors to improve bus punctuality and reliability.

NI Railways has again been benchmarked against other GB Regional Railways and has come out on top for many key factors, including Value for Money and Train Staff Helpfulness, also ranking first for station staff helpfulness; and cleanliness of both trains and stations.

These results will be used to pinpoint areas of our services which may need improvement. We will continue to listen to our customers and we encourage you to provide feedback on your experiences of using Translink. We also have a number of other exciting projects underway that will help to further transform our local public transport network to ensure we are your ‘First Choice for Travel in Northern Ireland’.

If you would like to make a comment on any aspect of our services, please contact us.

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