Four customers in five express satisfaction with BusConnects Phase 6a services

Four out of five customers have expressed satisfaction with the services rolled out under NTA’s BusConnects Network Redesign (NRD) Phase 6a earlier this year, according to research carried out for the organisation by Ipsos B&A.

Phase 6a E-Spine

Phase 6a included the introduction of the E-spine services, the 19, the X1 and X2, serving communities between Dublin Airport, Glasnevin, the city centre, the N11, Dun Laoghaire and north Wicklow. These new services replaced legacy routes such as the 9, 11 and 46a.

The research that was carried out in August and September found that the overall ‘Satisfied’ figure among Phase 6a customers is 81 per cent.

35 per cent say they are using the bus more thanks to Phase 6a, with another 60 per cent saying they are using it to about the same extent.
82 per cent said the service is as good as or better than before the Phase 6a changes.

Satisfaction with the 19 is particularly marked. The 19 operates from the Dublin Airport, through Ballymun, DCU, Drumcondra, and to the city centre. 92 per cent of customers expressed satisfaction with this service, with 33 per cent saying they are using it more now.

The survey also looks at customer satisfaction relating to BusConnects Phase 5a, the W-Orbitals, and Phase 5b, the S-Orbitals.

Phase 5a W-Orbitals (W4, W6) and Phase 5b S-Orbitals (S2, S4, S6 and S8)

Phase 5a came into effect in June 2023 with western orbital routes W4 and W6. Phase 5b was introduced in November 2023 and included southern orbital routes S2, S4, S6 and S8.

- Satisfaction rates for Phase 5a is 77 per cent,
  - with 89 per cent saying that the new services are as good as or better than the previous options.

Satisfaction among Phase 5b customers is also 77 per cent,
- with 80 per cent saying that the new services are as good or better than previous routes.

Overall customer satisfaction rates across the Phases 5a, 5b and 6a is 78 per cent.

Areas suggested for improvement

Punctuality, frequency and reduction of delays were among areas suggested for improvement by customers in relation to the new services.

Positive customer satisfaction for these phases

NTA CEO Anne Shaw stated “Customer research like this is a very valuable tool when we are evaluating the success of our new routes.

“While we would never claim that every service we introduce is perfect, we do take encouragement from the fact that in overall terms, customer satisfaction for these phases is very much in the positive territory.

“Like other phases, Phase 6a involved a level of engagement with local public representatives, leading to some tweaking and refinement of the services. This is part and parcel of the process of getting things right and is something that NTA will continue to embrace.”

BusConnects Dublin Programme Progress report

This customer satisfaction research has been published alongside NTA’s bi-annual BusConnects Dublin Programme Progress report. The Progress Report has been prepared in response to recommendations provided to the NTA in July 2023 by the Oireachtas Public Accounts Committee (PAC). The objective of the Report is to provide detailed metrics that demonstrate the success of initiatives implemented under the BusConnects Programme, including the NRD.

Phase 5a refers to the introduction on 25 June 2023 of the following routes: W4, W6

Phase 5b refers to the introduction on 26 November 2023 of the following routes: L25, L55, S2, S4, S6, S8, W2, 74

Phase 6a refers to the introduction on 29 September 2024 of the N2 and the introduction on 26 January 2025 of following routes: E1, E2, L1, L2, L3, L12, L14, L15, L26, L27, X1, X2, 19