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East Coast Main Line: Standards

Volume 459: debated on Wednesday 2 May 2007

To ask the Secretary of State for Transport what performance measures his Department has in place to monitor the quality of service provided on the East Coast Mainline. (135653)

GNER measures service quality in terms of both train punctuality and also areas such as train cleanliness, station condition and customer service. Punctuality is monitored on a daily basis by Network Rail, with statistics published by the Office of Rail Regulation. Other areas are audited by GNER and the results reviewed by the Department against Key Performance Benchmarks set for the franchise. The Department also takes note of National Passenger Survey results in order to be assured that GNER service quality to the rail traveller is maintained.