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Quality and sustainability in figures

We give you the figures behind the commitment to quality and sustainability.

Compliance with Barcelona Bus 2021 commitments
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

Compliance with Barcelona Metro 2021 commitments
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

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