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![]() Railhub Archive | ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Department of TransportNorris sets new London Underground quality of service objectives
service objectives for London Underground to achieve in the next three years. These include standards for: *trains arriving on time *number of scheduled trains running *passengers queuing for less than three minutes for a ticket *escalators in use at any one time *lifts in use at any one time Targets for customer satisfaction ratings will cover: *train service *train and station information *customer security and safety A. staff helpfulness and availability B. train and station cleanliness Mr Norris said: "Customer satisfaction with London Undergrounds quality of service has improved by around a sixth over the last five years. The targets which I have set the Underground for the next three years are intended to build on that success. "They will require a significant further improvement across a range of activities of greatest concern to passengers, such as journey reliability, lift and escalator availability and the cleanliness of the network." Mr Norris said it will be very difficult for London Underground to sustain the same rate of progress it made in the early 1990s, but he shared LULs view that higher standards can and must be achieved. "The targets I have set today reflect that. They also take into account the temporary line closures which will occur as essential tunnel maintenance is carried out over the next 18 months or so, and the increases in scheduled passenger miles which LUL are planning." For the first time, objectives have been set for a three year period, rather than for one year, in order to help London Underground in its medium-term planning. Performance against the objectives will also be externally audited for the first time in 1997. So that passengers have a realistic benchmark against which to measure London Undergrounds performance in the short term, Mr Norris also announced interim targets for 1996-97. Interim targets for 1997-98 will be set later this year or early next year. NOTES FOR EDITORS 1. The new targets, and the existing targets and performance to date this year, are set out below. Measure 1995-96 1995-96 1996-97 1998-99 Target To date Target Target Train service regularity (% headways achieved) 95.7% 95.8% 95.7% 96.2% % schedule operated - 96.4% 96.5% 97.2% Ticket purchase (% queuing under 3 minutes) 98% 97.5% 98% 98% Escalator availability 92% 92.7% 92% 94.5% Lift availability 95% 95.7% 96% 96% Train service CSR 77% 76% 76% 78% Train and station information CSR - 73% 73% 76% Customer security and safety CSR 83% 82% 83% 83% Staff helpfulness & availability CSR 69% 68% 69% 71% Train & station cleanliness CSR - 68% 69% 71% CSR = Customer Satisfaction Rating. 2. From April, London Transport will be changing the way some of its customer satisfaction survey questions are asked, in order to make the measures more responsive to relatively small changes in service quality. The new objectives take account of these changes. The 1995-96 figures in the table above have been adjusted so that they can be compared with the new objectives, but for comparisons with earlier years, London Transport should be consulted. 3. The targets were set following consultation with the London Regional Passengers Committee, the Citizens Charter Unit and members of the Prime Ministers Advisory Panel on the Citizens Charter.
Railhub Archive ::: 1996-03-26 DoT-001 | ![]() ![]() Thursday![]() ![]() ![]() ![]() ![]() 112 stories ![]() ![]()
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