§ Mr. Don FosterTo ask the Secretary of State for Transport, Local Government and the Regions, pursuant to his answer of 17 December 2001,Official Report, column 18W, on rail passengers, what is the frequency of the regular surveys and, in relation to the action plans (a) which train operating companies have been required to implement such a plan since 1995, (b) when these have taken place, (c) what these action plans have required from each train operating company, (d) what outcomes have resulted from any action plans and (e) how progress towards the action plans is 1513W measured and (f) what steps he plans to take to improve the co-ordination and standard of customer satisfaction surveys and national passenger surveys. [32696]
§ Mr. SpellarTrain Operating Companies (TOCs) have a contractual commitment to carry out customer satisfaction surveys at least every six months. Following the results of the surveys a number of TOCs have been required to undertake a variety of action plans. These action plans become contractual commitments and are monitored continuously by the Strategic Rail Authority (SRA) to ensure they are fulfilled.
Details of improvement to services for passengers being implemented by each TOC, including those derived from surveys and action plans are listed in the regular SRA On Track publication, which also summarises National Passenger Survey results. It is the SRA's aim that all TOCs will be measured and monitored by the National Passenger Survey under the Franchise Agreement rather their own customer satisfaction surveys.