Travel in London Travel in London

4.3 Key modal trends (operational performance) ............................................... 73
4.4 Summary of key service supply and operational performance statistics
for London’s key public transport networks ................................................ 75
4.5 Modal performance indicators: Bus ............................................................. 76
4.6 Modal performance indicators: Underground .............................................. 78
4.7 Modal performance indicators: Docklands Light Railway ............................. 79
4.8 Modal performance indicators: London Tramlink ........................................ 80
4.9 Modal performance indicators: National Rail and London Overground ........ 81
4.10 Public transport reliability ............................................................................ 83
4.11 Public transport capacity ............................................................................. 84
4.12 Performance of the road network for movement by motorised vehicles –
average traffic speeds and delays (congestion) ............................................ 85
4.13 Journey time reliability for general road traffic ............................................ 92
4.14 Key reference statistics ............................................................................... 94
Progress towards MTS transport goals ..................................................... 95
5. Operational efficiency, public transport fares, asset condition
and payment technologies ............................................................... 97
5.1 Introduction and contents ........................................................................... 97
5.2 Key trends – operating costs, asset condition and public transport fares .... 97
5.3 Transport operational efficiency and asset management ............................. 98
5.4 Public transport fares ................................................................................ 101
5.5 Payment technologies – contactless ......................................................... 102
6. Safety and security on the transport networks .......................... 105
6.1 Introduction and contents ......................................................................... 105
6.2 Key trends – safety and security on the transport networks ...................... 105
6.3 Road safety ............................................................................................... 106
6.4 Passenger safety on the public transport networks ................................... 114
6.5 Crime and antisocial behaviour on the public transport networks .............. 116
6.6 Perception of crime and antisocial behaviour ............................................ 117
7. The customer experience ............................................................... 121
7.1 Introduction and content .......................................................................... 121
7.2 Summary ................................................................................................... 121
7.3 Understanding where improvement was required ..................................... 122
7.4 TfL’s Customer Model .............................................................................. 122
7.5 A track record of continuous improvement ............................................... 123
7.6 Our customer service today and understanding the challenges ahead ....... 125
7.7 Using digital information and technology to improve customer service ..... 134
7.8 Customer perception and satisfaction of the wider transport experience .. 135
8. Transport connectivity, physical accessibility and understanding
London’s diverse communities ...................................................... 139
2 Travel in London, Report 8