HC Deb 20 March 1997 vol 292 cc754-5W
Mr. Congdon

To ask the Secretary of State for Transport if he has set quality of service objectives for London Underground Ltd. to achieve in 1997–98. [21624]

Mr. Bowis

As is customary at this time of year, I have today written to Peter Ford, the chairman of London Transport, setting London Underground's quality of service objective for the year ahead. The table shows those objectives, London Underground's objectives for 1998–99, which were set last year as part of a package of three-year objectives, and its interim targets for this year and its performance to the beginning of January.

Per cent.
Measure 1996–97 to date 1996–97 target 1997–98 target 1998–99 target
Train service regularity (percentage headways achieved) 193.0 95.7 95.9 96.2
Percentage schedule operated 294.2 96.5 96.9 97.2
Ticket purchase (percentage queuing under 3 minutes) 96.0 98.0 98.0 98.0
Escalator availability 92.3 92.0 93.0 94.5
Lift availability 96.8 96.0 96.0 96.0
Train service CSR 76.0 76.0 77.0 78.0
Train and station information CSR 74.0 73.0 75.0 76.0
Customer security and safety CSR 82.0 83.0 83.0 83.0
Staff helpfulness and availability CSR 69.0 69.0 70.0 71.0
Train and station cleanliness CSR 68.0 69.0 69.0 71.0
CSR = customer satisfaction rating.
1 95.8 per cent. excluding strike days during summer 1996.
2 96.4 per cent. excluding strike days.

Performance is to be measured using the mean average of the 13 periods of the year in question.