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Monitoring Results

Results of the Autumn 2018 Monitor

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

Have a look at the results:

Download Independent Monitoring Update

PricewaterhouseCoopers undertake the monitoring process and measure our achievements as they relate to the standards set out in our charter for:


Being on time




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 customer satisfaction levels across the business with NI Railways at 95%, Metro 90% and Ulsterbus rated at 94%.

NI Railways performed well 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 bus services punctuality scores, narrowly missing targets.

The results also highlight the positive benefits of the new Ulsterbus Urby services operating between Belfast and periphery towns. Glider has also performed well since its launch in September and continues to attract more people on board.

A review of Metro services will see more benefits for customers from this Autumn with planned route enhancements. Our work also continues on bus priority measures, both in Belfast and further afield and extended bus lanes on the M1 and M2 are vital in helping us get passengers to Belfast on time, making public transport more attractive.

N I Railways has again been benchmarked against other GB Regional Railways and has come out on top for many key factors including punctuality, staff helpfulness, value for money and cleanliness.

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 email:
[email protected] 


Ian Campbell             

Director of Services Operations