Enterprise Monitoring Results - Translink

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Enterprise Monitoring Results

Results of the Spring Monitor

This publication presents the twentieth set of results based on the Enterprise Passenger’s Charter, which first came into effect on the 23rd November 1998. We promised in the Charter that we would independently monitor our performance.

Independent monitoring surveys were carried out during June 2009. Ipsos MORI undertook the monitoring process and measured our achievements as they relate to the standards set out in our Charter including:

• Reliability
• Being on Time
• Comfort
• Courtesy
• Cleanliness
• Answering the Telephone

This table shows Customer Satisfaction Ratings which are customers’ opinions of the services provided by the Enterprise.

The latest Customer Satisfaction Ratings show that overall satisfaction of the Enterprise service has increased by 3 percentage points since spring 2008, and is at its highest level since spring 2001. Key categories such as safety, seating and how relaxing the journey is received the highest satisfaction ratings, all scoring above 90%. Lowest levels of satisfaction are with car parking and catering costs.

The monitoring report also showed that awareness of our online promotional offers continues to increase. Over half those surveyed said that they had booked through the website and two thirds of passengers said they have visited the website, the most common reason was to access timetable information.

Every member of the Enterprise staff is committed to helping to meet your expectations. Customer feedback remains an important asset for us to help improve and develop our services.

Our standards will be monitored again in spring 2010.

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