Quality and sustainability in 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% | 98,76% |
Regularity (times): | 83,73% | 85,51% |
Punctuality (times): | 79,72% | 81,41% |
Accessibility | ||
Accessible fleet for people with reduced mobility: | 100% | 100% |
Customer service | ||
Percentages of passengers receiving appropriate treatment when travelling on the bus: | 100% | 99,67% |
Replies to QRs within the set time limit: | 90,00% | 94,64% |
Response times to QRs: | 28 d | 9,23 d |
Phone calls attended to | 95% | 97,63% |
Reiceved enquiries via web and app (48 working days) | 95% | 99,16% |
Information | ||
Quality of information inside vehicles: | 98,50% | 98,57% |
Quality of information shown at stops: | 98,00% | 97,98% |
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 | 7,49 |
Preservation | ||
Preservation quality of vehicles: | 92,00% | 95,18% |
Sustainability | ||
CO2 emissions avoided by passenger transport* - Tn CO2: | 65.244 | 55.559 |
NOx emissions avoided by passenger transport* - Tn NOx: | 271 | 236 |
PM emissions avoided with passenger transport* - PM: | 13 | 11 |
Environmentally friendly fleet** - % of vehicles with cleaner technologies: | 71% | 86% |
Overall energy consumption - Kwh: | 353.371.964 | 320.813.792 |
Overall CO2 emissions generated - Tn CO2: | 74.805 | 64.220 |
Overall NOx emissions generated - Kg NOx: | 237.052 | 179.422 |
Overall PM emissions generated - Gr PM: | 1.629.482 | 1.230.939 |
Overall water consumption - m3: | 34.921 | 41.875 |
Overall waste generation (excluding VFU)*** - Tn: | 1.180 | 1.010 |
*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): | 98,50% | 99,23% |
Total stoppage (service offered) per each million KM travelled: | 32’43” | 31’19’’ |
Regularity (times): | 89,97% | 9,35% |
Accessibility | ||
Lifts in operation: | 99,20% | 99,46% |
Dispensers in operation: | 97,06% | 97,87% |
Escalators in operation: | 99,06% | 99,32% |
Toll stations in operation: | 95,15% | 96,80% |
Customer service | ||
Replies to QRs within the set time limit: | 90,00% | 94,05% |
Response times to QRs: | 28 d | 7,48 d |
Answered phone calls: | 95% | 97,63% |
Reiceved enquiries via web and app (48 working days) | 95% | 99,16% |
Information | ||
Information quality index in trains | 85% | 95,30% |
Information quality index in stations | 85% | 99,66% |
Safety | ||
Trains equipped with automatic protection systems: | 100% | 100% |
Attention and support of all safety incidents: | 100% | 99,99% |
Cleanliness and preservation of trains and stations | ||
Cleanliness and preservation of trains and stations: | 72,58% | 88,50% |
Passengers travelling in trains with correct preservation: | 72,58% | 94,34% |
Passengers travelling in trains with correct cleanliness: | 72,58% | 78,71% |
Passengers going through stations with correct preservation: | 72,58% | 93,47% |
Passengers going through stations with correct cleanliness: | 72,58% | 86,88% |
Sustainability | ||
CO2 emissions avoided by passenger transport* - Tn CO2: | 232.801 | 202.797 |
NOx emissions avoided by passenger transport* - Tn NOx: | 962 | 860 |
PM emissions avoided with passenger transport* - PM: | 46 | 41 |
Overall energy consumption - Kwh: | 382.378.519 | 366.386.908 |
Overall CO2 emissions generated - Tn CO2: | 1.190 | 1.449 |
Overall NOx emissions generated - Kg NOx: | 1.736 | 2.141 |
Overall PM emissions generated - Gr PM: | 19.576 | 24.149 |
Overall water consumption - m3: | 73.517 | 70.816 |
Overall waste generation (excluding VFU)*** - Tn: | 2.424 | 2.099 |
*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