Railways: South West Trains

House of Lords written question – answered on 21st December 2010.

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Photo of Lord Patten Lord Patten Conservative

To ask Her Majesty's Government what assessment they have made of levels of service and passenger comfort provided by South West Trains.

Photo of Earl Attlee Earl Attlee Lords Spokesperson (Department for Transport), Lord in Waiting (HM Household) (Whip)

The National Passenger Survey (NPS) produced by Passenger Focus provides a network-wide picture of customers' satisfaction with rail travel. Passengers' opinions are collected twice a year from a representative sample of passenger journeys. Passengers' overall satisfaction and satisfaction with 30 specific aspects of service can be compared over time.

Stagecoach South West Trains Limited has to deliver a specified level of train services under terms set out in its franchise agreement. Every four weeks, Department for Transport officials review train operator performance against the obligations contained in the franchise including cancellations, delays and the level of capacity provided. The most recent assessment covered the period 17 October to 13 November 2010.

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