Tube customer satisfaction hits record high

4 March 2013  •  Source: TfL

New figures from the end of 2012 show that London Underground (LU) customers continue to enjoy strong and steady reliability performance on the Tube.

The figures, covering periods 9 and 10 of 2012/13 (11 November to 5 January), show that reliability was maintained despite passenger demand continuing to exceed expectations.

In total there were three million more passenger journeys than forecast during the two four-week periods, with LU operating more than 97 per cent of scheduled train services.

Customer satisfaction, measured quarterly through independent surveys of LU customers, rose to a new record high of 84 for Quarter 3 of 2012/13.

The continuing trend of long-term improvement follows the success of the London Underground Reliability Programme.

London Underground continues to implement this Programme to meet the Mayor’s commitment of reducing delays by a further 30 per cent by 2015.

Mike Brown, Managing Director of London Underground and Rail, said: ‘We continue to focus on reducing delays. Journeys are already more reliable across the Tube network, which is vital if London is to continue to drive the UK economy.

‘These improvements are coming at the same time as we’re carrying record numbers of passengers while modernising large parts of the network. Every journey matters for our passengers and we’ve got to see continued investment alongside our performance so we can continue to improve further.’

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