Passenger Charter - Monitoring Results - Translink
Results of the Autumn Monitor
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This publication presents the twentieth 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 1 October and 1 December 2007.
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.
The Autumn monitoring results show that customer performance ratings remain positive. NIRailways again performed well, showing a steady increase from the previous two monitors, producing the best results since 1994. Although slightly down from the last monitor, the overall performance of both Metro and Ulsterbus were similar to the results of the previous Autumn period in 2006 despite the pressures of increased traffic congestion resulting in reduced bus speeds.
Ulsterbus customer ratings experienced a slight drop from the previous set of results, however all categories either rose or remained the same compared to the Autumn 06 figures. Positive results include helpfulness of staff which continues to rise, reaching 81% and heating/ventilation of buses also improved by 2% to 77%. The observation ratings were also encouraging, as reliability achieved 99% while punctuality of departures improved to 100%. Meanwhile, the observation ratings for Ulsterbus stations climbed in two key areas; queuing at peak periods ( 1% to 98%) and speed of answering the telephone. ( 7% to 96%)
Customer ratings on Metro services also dropped from the excellent set of spring results. Again, the results are similar to the Autumn 06 figures. For example, value for money dropped from 71% in Spring 07 to 64% however this is still an improvement in comparison with the result for Autumn 06 when the figure stood at 62%.
The most pleasing set of results were customer ratings of NI Railways services. The figures show a rise in 10 out of the 13 categories, highlights of which include punctuality improving further to 79%, helpfulness of staff rising to 84% and cleanliness of trains now sitting at 81%. Observation ratings have also improved with 3 out of the 5 ratings now reaching 100%.
The combination of decreases in perceived levels of punctuality resulting from increased traffic congestion and deterioration of bus speeds has resulted in the lower overall performance for both Metro and Ulsterbus. NIR continues to perform well even during this traditionally difficult monitoring period which is often affected by adverse weather conditions.
We will continue to work on maintaining and improving our services where necessary, both on-board buses and trains and in stations to offer passengers both value for money and reliability of service. Our standards will be monitored again in the spring of 2008.
|
Frank Clegg |
Mal McGreevy |
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