Results of the Spring Monitor
This publication presents the twenty-eighth set of results based on the Translink integrated Passenger’s Charter.
Have a look at the results following:
The figures shown in the tables were obtained from independent monitoring surveys of both bus and rail companies, which were carried out between 1st October – 4th December 2011.
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 tables you will find Observation Ratings in which the performance of bus and rail companies was independently monitored against the commitments in our Passenger’s Charter, and Customer Performance Ratings which establish customers’ opinions of the services provided.
The Autumn 2011 monitoring period has produced an excellent set of results for all three operating companies. Passenger’s Charter targets were exceeded for both Punctuality and Reliability across Metro, Ulsterbus and NI Railways. Each company also achieved the highest ever Autumn score for overall satisfaction.
Metro results showed an increase in the overall performance of services on a year on year basis, with key performance categories rising from Autumn 2010. Eight out of the nine categories monitored showed improvement. Highlights include value for money rising 9%, punctuality up 5% and helpfulness of staff increasing by 6%.
Ulsterbus results were equally impressive, with all categories achieving an increase from the previous Autumn. Punctuality (+5%), value for money (+10%) and comfort of seating (+8%) all scored highly. The overall Customer Performance Index (CPI) score was the highest result in over a decade.
Results for NI Railways services continued to excel. Punctuality, value for money and information on delays were all well above Autumn 2010 levels and also above the 5 year average. The CPI rating was the highest Autumn score achieved since monitoring began. When compared with regional GB operators, NI Railways performed extremely well, posting the highest ratings for 7 of the 9 key service attributes monitored.
We are delighted that passengers feel our services are performing well, and we will be working hard to ensure these high standards are maintained.
Frank Clegg
General Manager – Bus Services |
Mal McGreevy
General Manager – Rail Service |