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12 Jan 2009 : Column 402W—continued

12 Jan 2009 : Column 403W

12 Jan 2009 : Column 404W

	2008
	January	April	July	Benchmark	Better = + Worse = -	Year on year
CSS factors corresponding with NPS Top 12 Factors
Punctuality	96	96	98	90	+	+
Benchmark to 04/00—punctuality	—	—	—	—	—	—
Benchmark from 04/00—punctuality	—	—	—	—	—	—
Benchmark from 04/03—punctuality	90	90	90	—	—	—
Cancellations	88	88	89	81	+	-
Benchmark to 04/00—cancellations	—	—	—	—	—	—
Benchmark from 04/00—cancellations	—	—	—	—	—	—
Benchmark from 04/03—cancellations	81	81	81	—	—	—
Overall value for money	86	86	89	85	+	+
Benchmark to 04/00—value for money	—	—	—	—	—	—
Benchmark from 04/00—value for money	—	—	—	—	—	—
Benchmark from 04/03—value for money	85	85	85	—	—	—
Availability of information	78	78	86	78	+	=
Benchmark to 04/00—availability of information	—	—	—	—	—	—
Benchmark from 04/00—availability of information	—	—	—	—	—	—
Benchmark from 04/03—availability of information	78	78	78	—	—	—
Seat availability (peak)	74	74	82	78	+	=
Benchmark to 04/00—seat availability	—	—	—	—	—	—
Benchmark from 04/00—seat availability	—	—	—	—	—	—
Benchmark from 04/03—seat availability	78	78	78	—	—	—
Condition of stations	90	90	91	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	—	—	—
CSS factors corresponding with NPS on train factors
Interior cleanliness	95	95	97	90	+	+
Benchmark to 04/00—interior cleanliness	—	—	—	—	—	—
Benchmark from 04/00—interior cleanliness	—	—	—	—	—	—
Benchmark from 04/03—interior cleanliness	90	90	90	—	—	—
Exterior cleanliness	97	97	97	90	+	=
Benchmark to 04/00—exterior cleanliness	—	—	—	—	—	—
Benchmark from 04/00—exterior cleanliness	—	—	—	—	—	—
Benchmark from 04/03—exterior cleanliness	90	90	90	—	—	—
Other CSS factors/factors corresponding with both NPS station & on train factors
Helpfulness of staff	92	92	93	92	+	=
Benchmark to 04/00—helpfulness of staff	—	—	—	—	—	—
Benchmark from 04/00—helpfulness of staff	—	—	—	—	—	—
Benchmark from 04/03—helpfulness of staff	92	92	92	—	—	—
Quality of service improving	73	73	73	70	+	-
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	—	—	—
Meeting customer needs	83	83	84	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	—	—	—

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