Bus Éireann : Q1 2024 : Service Quality Performance Report

Abstract

This research programme monitors service, quality and compliance with contractual Bus Éireann requirements through “mystery shopping‟ surveys, to measure key aspects of service delivery. This mystery shopping programme was designed to provide robust and actionable data to the National Transport Authority to measure the overall service performance through the eyes of ‘customers’. 392 mystery shops were conducted during Quarter 1 with mystery shoppers acting as passengers while waiting for and on-board selected Bus Éireann routes. A broad spread of bus routes were covered across different days of the week and times of the day. Bus station assessments were also completed in Quarter 1 and the data for these assessments are included in this report. The mystery shops were carried out by trained Ipsos assessors. These assessors use mobile devices, which enable both discreet and effective captures of location, bus and driver details at stops, when boarding, on board and after alighting buses. 2024 Quarter 1 took place between 1st Jan to 24th March 2024.