Translink must improve bus services as customer satisfaction falls

in Transport

The Consumer Council is disappointed to see overall customer satisfaction with bus services at its lowest level for six years, following today’s publication of Translink’s Charter Monitoring Results for Autumn 2014.

Speaking about the results, Scott Kennerley, Head of Transport Policy at the Consumer Council said “Not only has overall customer satisfaction fallen but passenger ratings for customer service/staff helpfulness, driver helpfulness and cleanliness have also reduced when compared to the last two set of results, with the exception of customer service on Metro. Satisfaction with the service in Ulsterbus stations is at an all time low.

“We are, however, pleased to see that the report now publishes the punctuality scores that reflect passengers’ actual experience. Up until now Translink have only published the scores that are calculated once the impacts of things like road works or severe weather have been removed.  While the performance results show that Metro hit its target of 95% and Ulsterbus just missed that target by achieving 94%, the scores which more accurately reflect the actual experience of passengers are different.  Metro received a 'customer experience' score of only 92% and Ulsterbus received a score of just 89% when things like road works and severe weather are not removed."

“We are delighted to see that NI Railways continue to deliver services that attract high performance scores from passengers.  Nevertheless the results for bus services are concerning given that bus journeys account for 84% of public transport usage.

“Translink must take action to improve bus services if more people are to be encouraged to get out of their cars and on to public transport,” Scott concluded.

The Consumer Council will continue to work with Translink and the Department of Regional Development with the aim of improving services and will be monitoring progress in this area.

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