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Quality and sustainability figures
We give you the figures behind the commitment to quality and sustainability.
| Attribute | Target value | Value reached |
|---|---|---|
| Completion of the offer (service offered): | 97,74% | 97,78% |
| Regularity (times): | 83,73% | 80,53 % |
| Punctuality (times): | 79,72% | 79% |
| Accessibility | ||
| Accessible fleet for people with reduced mobility: | 100% | 100% |
| Customer service | ||
| Percentages of passengers receiving appropriate treatment when travelling on the bus: | 100% | 99,76% |
| Replies to QRs within the set time limit: | 90,00% | 78,29% |
| Response times to QRs: | 28 d | 20,14 d |
| Phone calls attended to | 95% | 87,67% |
| Reiceved enquiries via web and app (48 working days) | 95% | 98,66% |
| Information | ||
| Quality of information inside vehicles: | 98,50% | 99,18% |
| Quality of information shown at stops: | 98,00% | 97,71% |
| Safety | ||
| Periodic training and recycling of 100% of drivers in preventive measures, following the defined Accident Prevention Programme (PPA): | 100% | 100% |
| Score obtained in the safety perception in driving surveys: | 8 | 7,58 |
| Preservation | ||
| Preservation quality of vehicles: | 92,00% | 95,89% |
| Sustainability | ||
| CO2 emissions avoided by passenger transport* - Tn CO2: | 56.212 | 79.188 |
| NOx emissions avoided by passenger transport* - Tn NOx: | 234 | 327 |
| PM emissions avoided with passenger transport* - PM: | 11 | 16 |
| Environmentally friendly fleet** - % of vehicles with cleaner technologies: | 78% | 96% |
| Overall energy consumption - Kwh: | 344.548.741 | 323.543.955 |
| Overall CO2 emissions generated - Tn CO2: | 73.755 | 66.899 |
| Overall NOx emissions generated - Kg NOx: | 173.265 | 120.285 |
| Overall PM emissions generated - Gr PM: | 1.268.714 | 817.483 |
| Overall water consumption - m3: | 41.366 | 30.033 |
| Overall waste generation (excluding VFU)*** - Tn: | 1.090 | 1.061 |
*Emissions avoided = Number of equivalent vehicles * Fe * Km/passenger *Fc where Number of equivalent vehicles = Number of ticket validations / Noc.
**Number of vehicles (Electric - Euro 4 - Euro 5 - Euro 6 - GNC - Hybrids - Hydrogen) / Total number of vehicles
***Vehicles no longer in use are not included
| Attribute | Target value | Value reached |
|---|---|---|
| Completion of the offer (service offered): | 99,25% | 99,33% |
| Total stoppage (service offered) per each million KM travelled: | 34’26” | 48’49’’ |
| Regularity (times): | 90,22% | 90,38% |
| Accessibility | ||
| Lifts in operation: | 99,40% | 99,40% |
| Dispensers in operation: | 97,06% | 97,35% |
| Escalators in operation: | 99,10% | 99,18% |
| Toll stations in operation: | 95,50% | 96,39% |
| Customer service | ||
| Replies to QRs within the set time limit: | 90,00% | 75,89% |
| Response times to QRs: | 28 d | 17,57 d |
| Answered phone calls: | 95% | 87,67% |
| Reiceved enquiries via web and app (48 working days) | 95% | 98,66% |
| Information | ||
| Information quality index in trains | 90% | 95,75% |
| Information quality index in stations | 90% | 99,07% |
| Safety | ||
| Trains equipped with automatic protection systems: | 100% | 100% |
| Attention and support of all safety incidents: | 100% | 100% |
| Cleanliness and preservation of trains and stations | ||
| Cleanliness and preservation of trains and stations: | 83,75% | 93,17% |
| Passengers travelling in trains with correct preservation: | 83,75% | 96,19% |
| Passengers travelling in trains with correct cleanliness: | 83,75% | 88,39% |
| Passengers going through stations with correct preservation: | 83,75% | 95,96% |
| Passengers going through stations with correct cleanliness: | 83,75% | 91,88% |
| Sustainability | ||
| CO2 emissions avoided by passenger transport* - Tn CO2: | 214.915 | 329.616 |
| NOx emissions avoided by passenger transport* - Tn NOx: | 895 | 1.361 |
| PM emissions avoided with passenger transport* - PM: | 43 | 65 |
| Overall energy consumption - Kwh: | 390.160.842 | 363.307.504 |
| Overall CO2 emissions generated - Tn CO2: | 1.385 | 1.129 |
| Overall NOx emissions generated - Kg NOx: | 2.037 | 1.663 |
| Overall PM emissions generated - Gr PM: | 22.969 | 18.754 |
| Overall water consumption - m3: | 99.653 | 89.226 |
| Overall waste generation (excluding VFU)*** - Tn: | 2.717 | 2.551 |
*Emissions avoided = Number of equivalent vehicles * Fe * Km/passenger *Fc where Number of equivalent vehicles = Number of ticket validations / Noc.
***Vehicles no longer in use are not included
