Independent research released today (22 Sept 2016) shows that overall Translink continues to perform well against our Customer Charter standards with Metro and NI Railways achieving both their on-time and reliability targets.
Translink’s Chief Executive Chris Conway said, “We are particularly pleased with customer ratings for Metro and NI Railways – the second highest in 5 years.
On Metro, there has also been a strong increase in value for money, an area where we have worked particularly hard with heavy promotion around the great value of smartlink – just £1.25 for a single journey in the city zone. We also introduced mobile ticketing on Metro using our mlink app making great value day tickets even more accessible. The new mobile day ticket facility has proven so popular we have recently introduced a new discounted version for young people with their yLink card.
Rail services have also performed well achieving a score of 100% for reliability. They have also ranked top in most categories including punctuality and staff helpfulness when benchmarked to 7 comparable GB operators.
“Ulsterbus has achieved its reliability customer charter standard; however has dipped just below the ‘on time’ charter standard to 93.4%. We are closely monitoring this in order to refocus our efforts to try to address this. We have already taken some steps to introduce some ‘daybreak’ express services with early bird fares on key routes where congestion can be an issue on the approach to Belfast. This has been in response to passenger feedback and in line with changing earlier flexible working arrangements now available for many people.
“We continue to engage with our customers to better understand their needs and ensure they get the best deal. Using our customer information teams we attend a range of events and public locations to engage with passengers and the wider public, explaining our range of ticket types from everyday multi journey tickets such as smartlink, rail weeklies and monthlies to on-line and special promotional fares to help them get the best deal.
“We will continue to promote these best fare deals and will also work alongside partners like the Consumer Council to do this.
“We have also been pleased to see that staff helpfulness across the business has continued to score highly as we know the difference our people can make to an individual’s journey and indeed their day. We recognise the frustrations of passengers when things do go wrong or their bus services are impacted by busy road conditions. Customer information is vital in these situations and we continue to focus on this by working to improve our real time information for Ulsterbus customers similar to those already in place for Metro and train customers”.
“We are aiming to be your first choice for travel and providing high quality public transport is central to delivering this while also supporting the delivery of the new Programme for Government indicator to attract more people to choose more active bus and train travel.
“We also have a number of other projects underway that will help to further transform our local public transport network. These include exploiting technology to help us provide outstanding customer care and drive passenger growth. Recently we also launched a new future ticketing system that will see a range of new modern features introduced in the coming years like contactless payments for bus travel and epurse offering customers more discount the more they travel.
“We want to be the best we can be for our customers; these results are good but we know there are some areas where we can be even better and these results will drive us to do just that”, he concluded.