Transport for LondonNetwork performance
- Measuring performance
- Customer satisfaction
- Defining the passenger journey
- Reports
- Factors affecting latest quarter
Measuring performance
We measure network performance by comparing the number of kilometres a route has done in the last quarter.
We compare each quarter to the same quarter of the previous year, rather than the last quarter of the same year.
This is because factors affecting performance, like traffic conditions, can vary depending on the time of year, so this system makes it possible to identify underlying trends.
Scheduled kilometres are often not met because journeys are cancelled or suspended due to:
- Staff availability
- Engineering problems or mechanical breakdown
- Traffic congestion
Customer satisfaction
We ask a sample of passengers to give a score out of 100 on a wide range of bus service features, based on the journey they have just made.
Passengers are carefully selected each quarter to represent all bus passengers in London.
Recent figures can be found in the latest quarter summary document below.
Defining the passenger journey
This is defined as one ride on a single vehicle - not a bus trip from A to B as this may include more than one bus ride.
Statistics include all London Buses' contracted services but exclude any non-scheduled kilometres, Airbus, London Service Permit routes and other special services.
Reports
The following reports summarise performance statistics (based on a variety of criteria):
- Annual performance summary (PDF 15KB)
- Latest quarter summary (PDF 52KB)
- Good and improved routes (PDF 41KB)
- Long-term trends (PDF 462KB)
Factors affecting latest quarter - 27 June to 18 September 2009
The proportion of kilometres lost due to staffing reasons was at an extremely low level this quarter, while mechanical losses were similar to a year ago.
Losses due to traffic delays increased slightly compared with a year ago.
Services in the Ilford area were adversely affected by ongoing East London Transit works, together with major works at Gants Hill roundabout.
Delays arising from other roadworks were also at high level, with those in Greenwich, Wembley, Richmond and at Oxford Circus causing particular problems.
Staffing losses in the same quarter a year ago were adversely affected by industrial action by drivers.
Quality of Service Indicators for high-frequency services were maintained at last year's levels, as was the proportion of low-frequency routes running on time.
Early running on low frequency services continued to improve. The proportion of Night buses running on time improved slightly compared with a year ago, continuing the trend of year-on-year improvements evident in most previous years.
The use of Quality Incentive Contracts, combined with various initiatives to improve control of routes, has helped maintain the high levels of reliability currently being achieved.
