The key indicators of the PPP performance - availability, ambience and capability - were developed to reflect outcomes of importance to passengers. LUL collects information on the performance of the network, and uses customer surveys to establish passengers' perceptions of services, to measure PPP performance directly and for wider information and business management.
Public sector partners should develop a "whole service" understanding of the impact of the PPPs by developing or extending the scope of user surveys to ask customers whether the quality of service is meeting their expectations, and take the appropriate action in response. These surveys, which need to be used with care in tracking performance - because, for example, perceptions can change slowly and be perverse -ought to be used in performance measurement where practicable. (Report reference: A1-A4) |