---

12 Jan 2009 : Column 399W—continued

Railways: Standards

Mr. Sanders: To ask the Secretary of State for Transport what steps he is taking to ensure that Network Rail meets its targets for renewal efficiency. [245437]

Paul Clark: It falls to the independent Office of Rail Regulation (ORR) to determine and monitor delivery of the targets to improve Network Rail's renewals efficiency, which the ORR sets for each five-year control period.

Mr. Sanders: To ask the Secretary of State for Transport what targets he has set for passenger
12 Jan 2009 : Column 400W
satisfaction on each rail franchise; and how train operating companies performed against these targets in (a) 2006-07 and (b) 2007-08. [245439]

Paul Clark: All train operating companies are required through their franchise agreements to participate in the National Passenger Survey which measures passenger satisfaction. Passenger Focus publish the results on their website:

http://www.passengerfocus.org.uk/research/nps/content.asp.

National Passenger Survey targets are set for the following franchises: Arriva Trains Wales; Chiltern Railways; Southern and TransPennine Express. These train operating companies are required to produce and implement action plans related to their National Passenger Survey results as required. The National Passenger Survey targets are found in the franchise agreements for each of these train operating companies, available on the DfT website:

http://www.dft.gov.uk/pgr/rail/passenger/publicregister/current.

National Passenger Survey targets are not set for other train operating companies. Other train operating companies (except for c2c) measure the inputs to passenger satisfaction in a service quality management system. They may still be required to produce and implement action plans related to their National Passenger Survey results as required.

c2c have targets, and are required to produce action plans as required, based on their own Customer Satisfaction Survey (not National Passenger Survey). The targets are in the c2c franchise agreement which is available on the DfT website:

http://www.dft.gov.uk/pgr/rail/passenger/publicregister/current

Performance against the targets is shown in the following tables.

12 Jan 2009 : Column 401W

12 Jan 2009 : Column 402W

c2c CSS results
	2006				2007
	Januar y	April	July	Octobe r	January	April	July	October
CSS factors corresponding with NPS Top 12 Factors
Punctuality	94	96	96	97	93	96	97	97
Benchmark to 04/00—punctuality	—	—	—	—	—	—	—	—
Benchmark from 04/00—punctuality	—	—	—	—	—	—	—	—
Benchmark from 04/03—punctuality	90	90	90	90	90	90	90	90
Cancellations	86	90	89	90	85	87	92	90
Benchmark to 04/00—cancellations	—	—	—	—	—	—	—	—
Benchmark from 04/00—cancellations	—	—	—	—	—	—	—	—
Benchmark from 04/03—cancellations	81	81	81	81	81	81	81	81
Overall value for money	84	87	89	89	84	87	88	89
Benchmark to 04/00—value for money	—	—	—	—	—	—	—	—
Benchmark from 04/00—value for money	—	—	—	—	—	—	—	—
Benchmark from 04/03—value for money	85	85	85	85	85	85	85	85
Availability of information	78	81	84	81	79	75	86	81
Benchmark to 04/00—availability of information	—	—	—	—	—	—	—	—
Benchmark from 04/00—availability of information	—	—	—	—	—	—	—	—
Benchmark from 04/03—availability of information	78	78	78	78	78	78	78	78
Seat availability (peak)	76	82	89	78	79	79	82	77
Benchmark to 04/00—seat availability	—	—	—	—	—	—	—	—
Benchmark from 04/00—seat availability	—	—	—	—	—	—	—	—
Benchmark from 04/03—seat availability	78	78	78	78	78	78	78	78
Condition of stations	88	89	91	91	90	91	92	91
Benchmark to 04/00—condition of stations	—	—	—	—	—	—	—	—
Benchmark from 04/00—condition of stations	—	—	—	—	—	—	—	—
Benchmark from 04/03—condition of stations	91	91	91	91	91	91	91	91
CSS factors corresponding with NPS on train factors
Interior cleanliness	93	96	95	95	95	94	95	94
Benchmark to 04/00—interior cleanliness	—	—	—	—	—	—	—	—
Benchmark from 04/00—interior cleanliness	—	—	—	—	—	—	—	—
Benchmark from 04/03—interior cleanliness	90	90	90	90	90	90	90	90
Exterior cleanliness	95	96	96	97	96	97	97	96
Benchmark to 04/00—exterior cleanliness	—	—	—	—	—	—	—	—
Benchmark from 04/00—exterior cleanliness	—	—	—	—	—	—	—	—
Benchmark from 04/03—exterior cleanliness	90	90	90	90	90	90	90	90
Other CSS factors/factors corresponding with both NPS station & on train factors
Helpfulness of staff	91	91	94	92	95	93	93	93
Benchmark to 04/00—helpfulness of staff	—	—	—	—	—	—	—	—
Benchmark from 04/00—helpfulness of staff	—	—	—	—	—	—	—	—
Benchmark from 04/03—helpfulness of staff	92	92	92	92	92	92	92	92
Quality of service improving	68	76	76	77	68	72	75	74
Benchmark to 04/00—quality of service improving	—	—	—	—	—	—	—	—
Benchmark from 04/00—quality of service improving	—	—	—	—	—	—	—	—
Benchmark from 04/03—quality of service improving	70	70	70	70	70	70	70	70
Meeting customer needs	79	82	82	84	82	83	85	85
Benchmark to 04/00—meeting customer needs	—	—	—	—	—	—	—	—
Benchmark from 04/00—meeting customer needs	—	—	—	—	—	—	—	—
Benchmark from 04/03—meeting customer needs	85	85	85	85	85	85	85	85

---