Passenger Charter - Monitoring Results - Translink
Monitoring Results
Results of the Spring Monitor
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This publication presents the twenty-first 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 7th April – 7th June 2008.
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 Spring monitoring period produced an excellent set of results for Metro, Ulsterbus and NI Railways. Customer Performance Ratings improved significantly from the previous set of results, recorded during the Autumn of 2007. The figures also remained around the same level from the previous year’s Spring monitor which were the best set of results since monitoring began. All three divisions exceeded the Charter standard for reliability and punctuality of arrivals.
On Metro services, the customer performance ratings of 10 out of 11 categories surveyed improved since the previous monitoring period. Notable increases included availability of seats improving by 8%, punctuality rose by 4% as did heating/ventilation and standing time. Observation Ratings were also pleasing, with 3 out of the 5 categories rated at 100%.
For Ulsterbus services, the ratings also showed an improvement from the Autumn 07 monitor. In addition, the results achieved were also up on the excellent Spring 07 figures. Some examples of this performance includes punctuality at 81%, helpfulness of staff is 83% and standing time at 95%. Observational ratings improved to 100% for all but two categories which were punctuality of arrivals (97%) and staff wearing full uniform (99%).
The increase in the Metro and Ulsterbus Customer Performance Ratings is primarily due to an increase in perceived levels of punctuality and passenger comfort.
NI Railways maintained their performance figures in most areas from the results of the previous monitor. Attributes such as punctuality, staff helpfulness and cleanliness retained a high rating; however there was a decrease in the perceived value for money of the service. Enforcement of the smoking ban also scored well (94%). Several categories improved from the previous monitor including staff information on delays ( 3%), and food and drink which rose by an impressive 20%. Four Observation Ratings scored 100%, the remaining two categories also improved from the previous period.
These results will be used as a basis to make improvements to our service. Although the results for this period have been generally very positive, we acknowledge that there are still areas of our services which need to be addressed. Our standards will be monitored again in the Autumn of 2008.
|
Frank Clegg |
Mal McGreevy |
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