§ Mr. HoyleTo ask the Secretary of State for the Environment, Transport and the Regions what plans he has to introduce targets for rail franchise holders to encompass standards of cleanliness and hygiene for on-board services. [14778]
§ Ms Glenda JacksonThis is a matter for the Franchising Director. The franchise agreements require franchise operators to carry out regular surveys of customer satisfaction and to seek an overall improvement in satisfaction during the franchise term. The aspects monitored vary from franchise to franchise and the Franchising Director may require other aspects to be added to the surveys during the franchise. The majority of franchise operators currently monitor certain aspects of train cleanliness. None specifically monitor hygiene of on-board catering services, though normal health and safety requirements apply.