Monitoring Results
Results of the Autumn Monitor
Have a look at the results following...>>
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This publication presents the twenty-fourth set of results based on the Translink integrated Passenger’s Charter.
The figures shown in the tables were obtained from independent monitoring surveys of both bus and rail companies, which were carried out between 5th October - 4th December 2009.
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 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.
These results show that Translink services have maintained the high standards set in the Autumn of 2008. Metro, Ulsterbus and NIRailways all achieved the Passenger’s Charter targets for punctuality and reliability. Satisfaction with both Ulsterbus and NIRailways stations rose from that observed during the same period from the previous year.
The latest wave of results represented a period of high performance for Metro, underpinned by higher ratings for perceived punctuality and value for money. Eight of the nine categories monitored showed an improved rating from the Autumn 2008 figures. Helpfulness of staff ( 7%) and standing time ( 10%) were particularly impressive. Observation ratings remained very high across all key performance areas.
Performance for Ulsterbus services was also positive with the Customer Performance Index (CPI) increasing from the previous autumn monitor. Several other customer performance ratings also improved including punctuality, helpfulness of staff, cleanliness and lighting.
NIRailways maintained good performance levels, similar to those posted in 2008. Categories such as value for money and standing time did fall slightly, however cleanliness of trains, helpfulness of staff and comfort of seating improved while punctuality was unchanged at 78%. For observation ratings, four out of six categories scored 100%.
We have worked hard to develop all areas of our services during the past year, including station enhancement work, the introduction of new park and ride facilities and the placing of orders for new buses and trains. Independent monitoring continues to help us improve your services and we will review our performance again in the spring.
|
Frank Clegg |
Mal McGreevy |
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