PPP Contracts

SCHEDULE 6 - Mystery Shopping Scoring Criteria

Part A - Train Ambience Attributes

The Train Ambience attributes set out in the second column of the table in Appendix 2B of Schedule 2.2 ( Train Ambience Attribute Weights ) shall be scored according to the relevant scoring criteria set out in the tables below for each Quarterly Period.

T1.1 Internal Cleanliness of ceilings and surfaces Include: window frames and walls

Do not include: litter ( see T1.3 ) or Graffiti ( See T1.4, T1.5, T1.11, T1.12, )

Spotlessly Clean, with original patterns and colour clearly visible	10
	9
Very Clean with only very minor areas of dirt or "dull" appearance	8
	7
Minor evidence of dust or dirt or chewing gum residue or marks where stickers or Graffiti have been removed	6
	5
Some areas of dust, dirt or staining, e.g. dirt build up in corners and crevices	4
	3
Extensive dust, dirt, staining or chewing gum	2
	1
Extremely dirty or a risk of soiling upon contact	0
Comment:

T1.2 Cleanliness of internal floors

Do not include: litter ( see T1.3 )

Spotlessly Clean, pattern and colour clearly visible	10
	9
Very Clean with only very minor areas of dirt or "dull" appearance	8
	7
Generally Clean, with minor evidence of dust, dirt or marks	6
	5
Some areas of dust, dirt or staining, e.g. dirt build up in corners and crevices, or chewing gum residue	4
	3
Extensive dust, dirt, staining or chewing gum	2
	1
Extremely dirty-or a risk of soiling upon contact; or evidence of spillages, such as urine or vomit	0
Comment:

T1.3 Level of litter Can be on seats or on the floor or on the window ledges.

Count only the number of items of litter of at least 5cm /2 inches, which is the width of a tube ticket, in the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of the carriage

No litter whatsoever	10
	9
2 items of litter in the worst area of the carriage - 5cm ( 2 inches ) or larger	8
	7
4 items of litter in the worst area of the carriage - 5cm ( 2 inches ) or larger	6
	5
6 items of litter in the worst area of the carriage - 5cm ( 2 inches ) or larger	4
	3
8 items of litter in the worst area of the carriage - 5cm ( 2 inches ) or larger	2
	1
10 or more items of litter in the worst area of the carriage - 5cm ( 2 inches ) or larger	0
Comment:

T1.4 Internal level of scratched Graffiti Include: all scratched Graffiti, wherever it is in the carriage ( e.g. windows, glass panels, paintwork )

Do not include: other ( painted ) Graffiti
Find the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of scratched Graffiti in the Train. Estimate how many A5 areas are needed to cover up all the scratched Graffiti, or if only very small areas of Graffiti, score these. This booklet ( when closed ) is an A5 area. Estimate how many booklets you would need to cover up all the scratched Graffiti in the worst area.
IF THERE IS NO SCRATCHED GRAFFITI, SCORE '10'

No scratched Graffiti whatsoever	10
	9
One very small area of scratched Graffiti, up to 4 inches ( the size of two Travelcards ) in the worst area of the Train carriage	8
	7
2 A5 size areas to cover all the scratched Graffiti in the worst area of the Train carriage	6
	5
4 A5 size areas to cover all the scratched Graffiti in the worst area of the Train carriage	4
	3
8 A5 size areas to cover all the scratched Graffiti in the worst area of the Train carriage	2
	1
12 or more A5 size areas to cover all the scratched Graffiti in the worst area of the Train carriage	0
Comment:

T1.5 Internal level of other ( non-scratched ) Graffiti Include: painted, written or sprayed Graffiti, stickers, marks where Graffiti has been removed

Do not include: scratched Graffiti ( see T1.4 )
Find the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of non-scratched Graffiti in the Train. Estimate how many A5 areas are needed to cover up all the non-scratched Graffiti, or if only very small areas of Graffiti, score these. This booklet ( when closed ) is an A5 area. Estimate how many booklets you would need to cover up all the non-scratched Graffiti in the worst area.
IF THERE IS NO NON-SCRATCHED GRAFFITI, SCORE '10'

No sprayed, painted or written Graffiti whatsoever. No marks where previously present	10
	9
No Graffiti but there are marks where previously present in the worst area of the Train carriage	8
	7
2 A5 size areas to cover all the non-scratched Graffiti in the worst area of the Train carriage	6
	5
4 A5 size areas to cover all the non-scratched Graffiti in the worst area of the Train carriage	4
	3
8 A5 size areas to cover all the non-scratched Graffiti in the worst area of the Train carriage	2
	1
12 or more A5 size areas to cover all the non-scratched Graffiti in the worst area of the Train carriage	0
Comment:

T1.6 Cleanliness of Train seats ( rate the worst one seen ) The Cleanliness of the moquette ( upholstery ) and "plastic" e.g. areas behind the head and at the end of the seating. Do not include: arm rests ( see T1.7 )

Spotlessly Clean, with original patterns and colours clearly visible	10
	9
Very Clean with only very minor areas of dirt or "dull" appearance	8
	7
Generally Clean, with minor evidence of dust, dirt, or marks	6
	5
Some areas of dust, dirt or staining, e.g. dirt build up in corners and crevices	4
	3
Extensive dust, dirt or staining; or chewing gum residue evident	2
	1
Extremely dirty; or a lot of chewing gum; or a risk of soiling upon contact; or evidence of spillages, such as urine or vomit	0
	N/A
Comment:

T1.7 Condition of arm rests between seats The arm rests should be present and in the proper positions ( not loose or bent ). Note that, in some carriages, there is only supposed to be an arm rest for each pair of seats.

All are in place, intact, in good condition, Clean, and with no scratches	10
	9
All are in place and Clean with minor scratches or chips	8
	7
All are in place with minor evidence of dirt	6
	5
One missing or substantially damaged	4
	3
Two or more missing or substantially damaged	2
	1
Five or more missing or substantially damaged or any contaminated to extent that clothing of a user would be soiled ( e.g. by grease or dirt )	0
	N/A
Comment:

T1.8 Condition of hand rails and hangers Shoppers need to evaluate whether all the rails which should be there are there. They should also consider the condition ( including Cleanliness ) of the rails and straps.

All are in place, intact, in good condition, Clean, and with no scratches	10
	9
All are in place and Clean with minor scratches or chips	8
	7
All are in place with minor evidence of dirt and scratches or chips	6
	5
One missing or substantially damaged ( e.g. stretched or bent out of shape )	4
	3
Two to four missing or substantially damaged ( e.g. stretched or bent out of shape )	2
	1
Five or more missing or substantially damaged ( e.g. stretched or bent out of shape ) or any contaminated to extent that hand of a user would be soiled ( e.g. by grease or dirt )	0
	N/A
Comment:

T1.9 Condition of Train seats ( rate the worst one seen )

Take into account all aspects of seating.

Do not include: Cleanliness ( see T1.6 )

Excellent condition and looks new	10
	9
Good condition with slight fading	8
	7
Some evidence of wear ( e.g. worn upholstery )	6
	5
Evidence of repairs	4
	3
Unrepaired rips less than diameter of 10p coin ( 2.5cm or 1" ) in length or cigarette burns	2
	1
Unrepaired rips longer than diameter of 10p coin ( 2.5 cm or 1" ) or extremely worn, tatty or damaged.	0
	N/A
Comment:

T1.10 External Cleanliness of Train Include: windows
Do not include: Graffiti and other damage

Spotlessly Clean	10
	9
Very Clean appearance, no dirt noticeable but "dull" not shiny	8
	7
Generally Clean but some minor marks, dust, dirt or "streaking"	6
	5
Many dirty marks	4
	3
Extensive dirt	2
	1
Extremely dirty with risk of soiling upon contact	0
Comment:

T1.11 External level of Scratched Graffiti Include: all scratched Graffiti, wherever it is on the carriage

Do not include: other ( painted ) Graffiti ( see T1.12 )

Find the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of the carriage. Estimate how many A5 areas are needed to cover up all the scratched Graffiti. This booklet ( when closed ) is an A5 area. Estimate how many booklets you would need to cover up all the non-scratched Graffiti in the worst area.

IF THERE IS NO SCRATCHED GRAFFITI, SCORE '10'

No scratched Graffiti whatsoever	10
	9
One area of scratched Graffiti of up to 4 inches ( equals two Travelcards )	8
	7
2 A5 size areas to cover all the scratched Graffiti on the worst area of the Train carriage	6
	5
4 A5 size areas to cover all the scratched Graffiti on the worst area of the Train carriage	4
	3
8 A5 size areas to cover all the scratched Graffiti on the worst area of the Train carriage	2
	1
12 or more A5 size areas to cover all the scratched Graffiti on the worst area of the Train carriage	0
Comment:

T1.12 External level of other ( non-scratched ) Graffiti Include: painted, written or sprayed Graffiti, stickers, marks where Graffiti has been

Do not include: scratched Graffiti ( see T1.11 )

Find the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of the carriage. Estimate how many A5 areas are needed to cover up all the non-scratched Graffiti. This booklet ( when closed ) is an A5 area. Estimate how many booklets you would need to cover up all the non-scratched Graffiti in the worst area.

IF THERE IS NO NON-SCRATCHED GRAFFITI, SCORE '10'

No sprayed, painted or written Graffiti whatsoever ( no marks )	10
	9
No Graffiti but there are marks where previously present in the worst area	8
	7
2 A5 size areas to cover all the non-scratched Graffiti on the worst area of the carriage	6
	5
4 A5 size areas to cover all the non-scratched Graffiti on the worst area of the carriage	4
	3
8 A5 size areas to cover all the non-scratched Graffiti on the worst area of the carriage	2
	1
12 or more A5 size areas to cover all the non-scratched Graffiti on the worst area of the carriage	0
Comment:

T1.13 Cleanliness of windows It is hard to be sure whether dirt is on the inside or outside of a window. This measure, therefore, covers both sides.

Do not include: Graffiti ( see T1.4 T1.5, T1.11, T1.12 )

Spotlessly Clean	10
	9
Very Clean appearance, no dirt noticeable but "dull" not shiny	8
	7
Generally Clean but some minor marks, dust, dirt or "streaking"	6
	5
Many dirty marks	4
	3
Extensive dirt with the visibility of platform signs reduced	2
	1
Extremely dirty with risk of soiling upon contact or visibility very poor	0
Comment :

Part B - Station Ambience Attributes

The Station Ambience attributes set out in the column 1 of the tables in Appendix 2C of Schedule 2.2 of the PPP Contracts ( Station Ambience Attribute Weights ) shall be scored according to the relevant scoring criteria set out below for each Quarterly Period.

STATION PLATFORMS

S1.1 Cleanliness of walls, floors and ceiling

Include: - the Cleanliness of any fixtures on the platform ( excluding all vending machines
- the Cleanliness of the ceiling if it has an impact on the environment

Do not include: - Graffiti ( see S1.4 )

- litter ( see S1.6 )
- trackside walls ( if applicable ) ( see S1.2 )

Spotlessly Clean, with original patterns and colours clearly visible	10
	9
Very Clean with only very minor areas of dirt or "dull" appearance	8
	7
Minor evidence of dust or dirt or chewing gum residue or marks where stickers or Graffiti have been removed.	6
	5
Some areas of dust, dirt or staining, e.g. dirt build up in corners and crevices	4
	3
Extensive dust, dirt, staining, or chewing gum	2
	1
Extremely dirty; or a risk of soiling upon contact; or evidence of spillages, such as urine or vomit	0
Comment:

S1.2 Cleanliness of track-side walls The 'track-side' area is from the platform edge to the wall in underground Stations. For open air Stations there is no trackside wall in which case rate N/A.

Do not include - tracks or floor.

Spotlessly Clean, with original patterns and colours clearly visible	10
	9
Very Clean with only very minor areas of dirt or "dull" appearance	8
	7
Generally Clean, with minor evidence of dust, dirt, or marks	6
	5
Some areas of dust, dirt or staining, e.g. dirt build up in corners and crevices	4
	3
Extensive dust, staining or ingrained dirt	2
	1
Extremely dirty in many areas.	0
	N/A
Comment:

S1.3 Condition of Platform decor

Do not rate how much you like the decor - you must rate its condition.

Include: - condition of paint, plaster, tiling, brickwork, light fittings etc

Do not include: - Cleanliness of area and impact of posters

Looks 'as new' with undamaged paintwork and tiling ( including all tiles in place )	10
	9
Decor in good condition, but a few areas with minor damage to paintwork or tiling	8
	7
Decor beginning to deteriorate with several areas with minor damage to paintwork or tiling	6
	5
Decor looking old with a few areas of missing tiles or similar damage to paintwork or tiling	4
	3
Poor condition throughout with numerous tiles missing, many badly damaged areas, or evidence of mould	2
	1
Approaching derelict e.g. with rusting metal, bricks crumbling or marks from water damage	0
Comment:

S1.4 Level of platform Graffiti ( excluding trackside walls )
Both Graffiti and any visible marks where it has been removed should be considered.

Include: - stickers

Do not include: - trackside Graffiti

Find the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of the platform. Estimate how many A5 areas are needed to cover up all the Graffiti. This booklet ( when closed ) is an A5 area. Estimate how many booklets you would need to cover up all the Graffiti in the worst area.
IF THERE IS NO GRAFFITI, SCORE '10'

No Graffiti whatsoever. No marks where previously present.	10
	9
No Graffiti but there are marks where previously present in the worst area	8
	7
2 A5 size areas to cover all the Graffiti on the worst area of the platform	6
	5
4 A5 size areas to cover all the Graffiti on the worst area of the platform	4
	3
8 A5 size areas to cover all the Graffiti on the worst area of the platform	2
	1
12 or more A5 size areas to cover all the Graffiti on the worst area of the platform	0
Comment:

S1.5 Level of trackside Graffiti

Both Graffiti and any visible marks where it has been removed should be considered.

The trackside area is from the platform edge to the wall ( across the tracks ) in underground Stations. Not every Station will have a trackside area to Graffiti ( ie: no trackside walls in some open air stations ), in which case code N/A

Include	-	trackside Graffiti ( only )
	-	Graffiti and marks where it has been removed
	-	walls
Do not include	-	advertising

Find the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of the trackside. Estimate how many A5 areas are needed to cover up all the Graffiti. This booklet ( when closed ) is an A5 area. Estimate how many booklets you would need to cover up all the Graffiti in the worst area.

IF THERE IS NO GRAFFITI, SCORE '10'

No Graffiti whatsoever. No marks where previously present.	10
	9
No Graffiti but there are marks where previously present in the worst area	8
	7
2 A5 size areas to cover all Graffiti on the worst area of the trackside	6
	5
4 A5 size areas to cover all Graffiti on the worst area of the trackside	4
	3
8 A5 size areas to cover all Graffiti on the worst area of the trackside	2
	1
12 or more A5 size areas to cover all Graffiti on the worst area of the trackside	0
	N/A
Comment :

S1.6 Level of litter on platform Litter includes everything that people drop. It can be on seating, on the floor or on vending machines.

Include	-	discarded tickets
Do not include:	-	track/trackside litter

Count only the number of items of litter of at least 5cm /2 inches, which is the width of a tube ticket, on the WORST AREA ( 1 square metre - about the size of a tube map poster ) of the platform

No litter whatsoever.	10
	9
2 items of litter on the worst area of the platform - 5cm ( 2 inches ) or larger	8
	7
4 items of litter on the worst area of the platform - 5cm ( 2 inches ) or larger	6
	5
6 items of litter on the worst area of the platform - 5cm ( 2 inches ) or larger	4
	3
8 items of litter on the worst area of the platform - 5cm ( 2 inches ) or larger	2
	1
10 or more items of litter on the worst are of the platform - 5cm ( 2 inches ) or larger	0
Comment:

S1.7 Level of litter on track Litter includes anything that people drop. All Stations will have a 'floor' to the track . For open air Stations rate the track immediately adjacent to the platform you are on.

Do not include: walls

Count only the number of items of litter of at least 5cm /2 inches, which is the width of a tube ticket, on the WORST AREA ( 1 square metre - about the size of a tube map poster ) of the track

IF YOU ARE UNABLE TO ASSESS AS A TRAIN COVERS THE TRACK THE WHOLE TIME YOU ARE THERE, LEAVE BLANK AND COMMENT

No litter whatsoever.	10
	9
2 items of litter on the worst area of the track - 5cm ( 2 inches ) or larger	8
	7
4 items of litter on the worst area of the track - 5cm ( 2 inches ) or larger	6
	5
6 items of litter on the worst area of the track - 5cm ( 2 inches ) or larger	4
	3
8 items of litter on the worst area of the track - 5cm ( 2 inches ) or larger	2
	1
10 or more items of litter on the worst area of the track - 5cm ( 2 inches ) or larger	0
Comment:

S1.8 Condition of platform seating ( Rate the worst example of this )

Spotlessly Clean with all seats in place, and no scratches or Graffiti	10
	9
Very Clean but "dull" appearance	8
	7
Generally Clean with minor evidence of dust, dirt, scratches or marks, e.g. where stickers or Graffiti have been removed	6
	5
Some areas of dust, dirt, Graffiti, scratches, stickers or staining	4
	3
Extensive dust, dirt, Graffiti, scratches, stickers or staining; or one seat missing or damaged so cannot be used	2
	1
Extremely dirty; or one seat contaminated to extent that clothing of a user would be soiled by contact; or more than one seat missing or damaged so cannot be used	0
	N/A
Comment:

S1.9 Condition of waiting room

Include any purpose built waiting area, even if it is not a "room" as such

Include: - Cleanliness; Graffiti and decor condition

Do not include: - temperature/brightness or normal platform seating

If the waiting room is inaccessible and cannot be visually inspected, rate N/A.

Excellent condition, spotlessly Clean and appears as if refurbished	10
	9
Good condition and Clean but "dull" appearance	8
	7
Minor evidence of dust or dirt or chewing gum residue or marks where stickers or Graffiti have been removed.	6
	5
Areas of dust, dirt or staining, e.g. dirt build up in corners and crevices; or marks, stickers and Graffiti up to A4 size; or has a hole in it.	4
	3
General evidence of ingrained dirt, staining or chewing gum; or marks, stickers and Graffiti up to 2 x A4 size; or two or three holes; or evidence of water ingress.	2
	1
Extremely dirty; or risk of soiling upon contact; or extensive Graffiti; or spillages or contamination ( e.g. vomit or urine ); or at least four holes; or evidence of substantial water ingress; or facility missing or closed.	0
	N/A
Comment:

S1.10 Condition of roofs/canopies at open air Station

Include: - any purpose built roof, Cleanliness, Graffiti and decor condition

Do not include: - waiting rooms

Note that sizes refer to each individual item of Graffiti or sticker.

If more than one, rate the worst one.

Excellent condition, spotlessly Clean and appears as if refurbished.	10
	9
Good condition and Clean but "dull" appearance	8
	7
Minor evidence of dust or dirt or chewing gum residue or marks where stickers or Graffiti have been removed.	6
	5
Areas of dust, dirt or staining, e.g. dirt build up in corners and crevices; or marks, stickers and Graffiti up to A4 size; or has a hole in it	4
	3
General evidence of ingrained dirt, staining or chewing gum; or marks, stickers and Graffiti up to 2 x A4 size; or two or three holes; or evidence of water ingress..	2
	1
Extremely dirty; or risk of soiling upon contact; or extensive Graffiti; or spillages or contamination; or at least four holes; or evidence of substantial water ingress; or facility missing or closed	0
	N/A
Comment:

S1.11 Cleanliness of glass Platform Edge Doors

Spotlessly clean with clear sticker markings to warn Customers of the doors	10
	9
Very clean appearance with no dirt noticeable but 'dull' not shiny, and with clear sticker markings on to warn Customers of the doors	8
	7
Generally clean with minor evidence of dried streaking/splashes, and with clear sticker markings on to warn Customers of the doors	6
	5
Some areas of dust, dirt, hand marks or smears on glass; or has sticker markings to warn Customers of the doors but that have peeled edges or tears	4
	3
Extensive dust, dirt or staining; or has sticker markings to warn Customers of the doors but that are peeling off or torn	2
	1
Extremely dirty with evidence of spillages such as urine or vomit, or a high risk of soiling discouraging contact; or no sticker markings on to warn Customers of the Platform Edge Doors	0
	N/A
Comment :

STATION ROUTEWAYS

It is possible for a Station to have no Routeways, if the Ticket Hall leads directly to the platform. Any facilities easily visible from the Ticket Hall ( e.g. a clock at the top of the escalator shaft ) should be counted as being in the Ticket Hall, not in the Routeways.

S2.1 Cleanliness of walls and floors Include: ceilings

Do not include: litter ( see S2.2 ), Graffiti ( see S2.3 ), decor ( see S2.4 ), lifts ( see S2.5 ) and escalators ( see S2.6 )

Spotlessly Clean, with original patterns and colours clearly visible	10
	9
Very Clean with only very minor areas of dirt or "dull" appearance	8
	7
Minor evidence of dust or dirt or chewing gum residue or marks where stickers or Graffiti have been removed.	6
	5
Some areas of dust, dirt or staining, e.g. dirt build up in corners and crevices	4
	3
Extensive dust, dirt, staining, or chewing gum	2
	1
Extremely dirty; or a risk of soiling upon contact; or evidence of spillages, such as urine or vomit	0
Comment:

S2.2 Level of litter Do not includes: lift and escalator areas

Count only the number of items of litter of at least 5cm /2 inches, which is the width of a tube ticket, in the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of the Routeway

No litter whatsoever	10
	9
2 items of litter in the worst area of the Routeway - 5cm ( 2 inches ) or larger	8
	7
4 items of litter in the worst area of the Routeway - 5cm ( 2 inches ) or larger	6
	5
6 items of litter in the worst area of the Routeway - 5cm ( 2 inches ) or larger	4
	3
8 items of litter in the worst area of the Routeway - 5cm ( 2 inches ) or larger	2
	1
10 or more items of litter in the worst area of the Routeway - 5cm ( 2 inches ) or larger	0
Comment:

S2.3 Level of Graffiti Do not include: lift and escalator areas

Find the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of the Routeway. Estimate how many A5 areas are needed to cover up all the Graffiti. This booklet ( when closed ) is an A5 area. Estimate how many booklets you would need to cover up all the Graffiti in the worst area. IF THERE IS NO GRAFFITI, SCORE '10'

No Graffiti whatsoever. No marks where previously present	10
	9
No Graffiti but there are marks where previously present in the worst area	8
	7
2 A5 size areas to cover all the Graffiti in the worst area of the Routeway	6
	5
4 A5 size areas to cover all the Graffiti in the worst area of the Routeway	4
	3
8 A5 size areas to cover all the Graffiti in the worst area of the Routeway	2
	1
12 or more A5 size areas to cover all the Graffiti in the worst area of the Routeway	0
Comment:

S2.4 Condition of Routeway decor

Include: - ceilings

Do not include: - Cleanliness
- lift and escalator areas

Looks 'as new' with undamaged paintwork and tiling ( including all tiles in place )	10
	9
Decor in good condition, but a few areas with minor damage to paintwork or tiling	8
	7
Decor beginning to deteriorate with several areas with minor damage to paintwork or tiling	6
	5
Decor looking old with a few areas of major damage to paintwork or tiling	4
	3
Poor condition throughout with numerous tiles missing, many badly damaged areas, or evidence of mould	2
	1
Approaching derelict e.g. with rusting metal, bricks crumbling or marks from water damage	0
Comment:

S2.5 Appearance of lift

Excellent condition, spotlessly Clean and appears as if refurbished	10
	9
Good condition and Clean but "dull" appearance	8
	7
Minor evidence of dust or dirt or chewing gum residue or marks where stickers or Graffiti have been removed.	6
	5
Areas of dust, dirt or staining, e.g. dirt build up in corners and crevices; or marks, stickers and Graffiti up to A4 size	4
	3
General evidence of ingrained dirt, staining or chewing gum; or marks, stickers and Graffiti up to 2 x A4 size; or has a hole in it	2
	1
Extremely dirty; or risk of soiling upon contact; or extensive Graffiti; or spillages or contamination ( e.g. vomit or urine ); or at least two holes; or lift closed.	0
	N/A
Comment:

S2.6 Appearance of escalator

Excellent condition, spotlessly Clean and appears as if refurbished	10
	9
Good condition and Clean but "dull" appearance	8
	7
Minor evidence of dust or dirt or chewing gum residue or marks where stickers or Graffiti have been removed.	6
	5
Areas of dust, dirt or staining, e.g. dirt build up in corners and crevices; or marks, stickers and Graffiti up to A4 size.	4
	3
General evidence of ingrained dirt, staining or chewing gum; or marks, stickers and Graffiti up to 2 x A4 size.	2
	1
Extremely dirty; or risk of soiling upon contact; or extensive Graffiti; or spillages or contamination ( e.g. vomit or urine ); or escalator closed.	0
	N/A
Comment:

S2.7 Condition of direction signs Signs should be enamelled metal or illuminated glass. Vinyl temporary, or other "halfway houses" should score lower. Signs should be Clean, correctly hung and un-vandalised ( no stickers ).

If more than one, rate the worst one.

Excellent condition and spotlessly Clean	10
	9
Good condition and Clean but "dull" appearance	8
	7
Generally Clean with minor evidence of dust or dirt or marks where stickers or Graffiti have been removed. Information is not obscured.	6
	5
Some dirt, staining, Graffiti or unauthorised stickers or slightly damaged ( e.g. enamel chipped ) or part of the lettering obscured,	4
	3
Poor condition ( e.g. chipped, excessively dirty, Graffiti, stickers ) or difficult to read	2
	1
Extremely dirty, or badly damaged, or information obscured to extent that sign is of no use	0
	N/A
Comment:

S2.8 Condition of mirrors

If there are no mirrors at all, rate N/A.

If there is more than one mirror, rate the worst one.

Excellent condition, looks new. Very shiny and reflective.	10
	9
Good condition, clear reflection but slight discolouring.	8
	7
Slightly worn, e.g. minor evidence of dirt, scratches, or where stickers or Graffiti have been removed.	6
	5
Tatty - some dirt, scratches, stickers or Graffiti.	4
	3
Reflection is barely discernible or general evidence of dirt, bubbling, scratches, dents, stickers or Graffiti.	2
	1
No reflection; or very worn, tatty, or damaged; or extensive evidence of dirt, bubbling, scratches, dents, stickers or Graffiti.	0
	N/A
Comment:

STATION TICKET HALL

Include all Facilities in the Routeway that can be seen from the Ticket Hall.

S3.1 Cleanliness of walls and floors

Include: the Cleanliness of any fixtures in the Ticket Hall

the Cleanliness of the ceiling if it has an impact on the environment

Do not include: Graffiti ( see S3.3 ) or dropped litter ( see S3.2 )

Spotlessly Clean, with original patterns and colours clearly visible	10
	9
Very Clean with only very minor areas of dirt or "dull" appearance	8
	7
Minor evidence of dust, dirt, chewing gum residue, or marks where stickers or Graffiti have been removed	6
	5
Some areas of dust, dirt or staining, e.g. dirt build up in corners and crevices	4
	3
Extensive dust, dirt, staining, or chewing gum	2
	1
Extremely dirty; or a risk of soiling upon contact; or evidence of spillages, such as urine or vomit	0
Comment:

S3.2 Level of litter in Ticket Hall Litter includes anything that people drop - it could be anywhere in the Ticket Hall. Discarded tickets count as litter.

Count only the number of items of litter of at least 5cm /2 inches, which is the width of a tube ticket, in the WORST AREA ( 1 square metre - about the size of a tube map poster ) of the Ticket Hall

No litter whatsoever	10
	9
2 items of litter in the worst area of the Ticket Hall - 5cm ( 2 inches ) or larger	8
	7
4 items of litter in the worst area of the Ticket Hall - 5cm ( 2 inches ) or larger	6
	5
6 items of litter in the worst area of the Ticket Hall - 5cm ( 2 inches ) or larger	4
	3
8 items of litter in the worst area of the Ticket Hall - 5cm ( 2 inches ) or larger	2
	1
10 or more items of litter in the worst area of the Ticket Hall - 5cm ( 2 inches ) or larger	0
Comment:

S3.3 Level of Graffiti Both Graffiti itself and any visible marks where it has been removed should be considered. Include stickers as Graffiti. The fixtures around the Ticket Hall ( vending machines, photo booths and seats ) are often 'targets' for Graffiti, and should be checked.

Find the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of the Ticket Hall. Estimate how many A5 areas are needed to cover up all the Graffiti. This booklet ( when closed ) is an A5 area. Estimate how many booklets you would need to cover up all the Graffiti in the worst area.

IF THERE IS NO GRAFFITI, SCORE '10'

No Graffiti whatsoever and no marks where previously present	10
	9
No Graffiti but there are marks where previously present in the worst area	8
	7
2 A5 size areas to cover all the Graffiti in the worst area of the Ticket Hall	6
	5
4 A5 size areas to cover all the Graffiti in the worst area of the Ticket Hall	4
	3
8 A5 size areas to cover all the Graffiti in the worst area of the Ticket Hall	2
	1
12 or more A5 size areas to cover all the Graffiti in the worst area of the Ticket Hall	0
Comment:

S3.4 Condition of Ticket Hall decor Do not rate how much you like the decor - you must rate its condition
Include: - condition of paint, plaster, tiling, brickwork, the effect of light fittings etc.

Do not include: - Cleanliness of area and impact of posters.

Looks 'as new' with undamaged paintwork and tiling ( including all tiles in place )	10
	9
Decor in good condition, but a few areas with minor damage to paintwork or tiling	8
	7
Decor beginning to deteriorate with several areas with minor damage to paintwork or tiling	6
	5
Decor looking old with a few areas of major damage to paintwork or tiling	4
	3
Poor condition throughout with numerous tiles missing, many badly damaged areas, or evidence of mould	2
	1
Approaching derelict e.g. with rusting metal, bricks crumbling or marks from water damage	0
Comment:

S3.5 Condition of exterior deco

Include: - all aspects of the decor - paint, plaster, tiling, brickwork and Graffiti. Do not rate how much you like the decor - you must rate its condition. It may be difficult to judge where the LUL property ends; the judgement should mainly be based on the section of the exterior about and to each side of the Station Entrance.

Do not include: - Cleanliness of decor.

Looks 'as new' with undamaged paintwork and tiling ( including all tiles in place )	10
	9
Decor in good condition, but a few areas with minor damage to paintwork or tiling	8
	7
Decor beginning to deteriorate with several areas with minor damage to paintwork or tiling	6
	5
Decor looking old with a few areas of major damage to paintwork or tiling	4
	3
Poor condition throughout with numerous tiles missing, many badly damaged areas, or evidence of mould	2
	1
Approaching derelict e.g. with rusting metal, bricks crumbling or marks from water damage	0
Comment:

S3.6 Appearance of Ticket Office

Include: - Cleanliness of window(s)

- condition of posters etc

- appearance of equipment/machinery

Do not include: - availability of staff, staff appearance

Excellent appearance, Clean, tidy and attractive	10
	9
Clean, very minor areas of dirt or dull appearance	8
	7
Generally Clean, with minor evidence of dust, dirt, scratches or marks	6
	5
Areas of dust, dirt, staining, stickers, scratches or Graffiti	4
	3
Extensive dust, dirt, staining, stickers, scratches or Graffiti; or posters missing or torn	2
	1
Extremely dirty or damaged or risk of soiling upon contact	0
	N/A
Comment:

S3.7 Cleanliness of glass roof in subways

Subways have glass roofing ( providing more light ). These are present in all Stations which have subways.

Spotlessly Clean	10
	9
Very Clean appearance, with only minor areas of dirt or 'dull' appearance	8
	7
Minor evidence of dust or dirt or marks where stickers or Graffiti have been removed	6
	5
Some areas of dust, dirt, smears or staining, e.g. dirt build up in corners and crevices	4
	3
Extensive dust, dirt, staining or chewing gum	2
	1
Extremely dirty, or risk of soiling upon contact, or extensive Graffiti, or spillages, or contamination; or visibility impaired	0
	N/A
Comment :

S3.8 Cleanliness of walls and floors in subway from Ticket Hall to Street Note this measure looks for the subway from Ticket Hall to street. If there is no subway rate N/A
Include: - Cleanliness of any fixtures in the subway

- Cleanliness of the ceiling

Do not include: - Graffiti ( see S3.10 )

- dropped litter ( see S3.2 )

Spotlessly Clean, with original patterns and colours clearly visible	10
	9
Very Clean with only very minor areas of dirt or "dull" appearance	8
	7
Minor evidence of dust or dirt or chewing gum residue or marks where stickers or Graffiti have been removed.	6
	5
Some areas of dust, dirt or staining, e.g. dirt build up in corners and crevices	4
	3
Extensive dust, dirt, staining, or chewing gum	2
	1
Extremely dirty; or a risk of soiling upon contractor evidence of spillages, such as urine or vomit	0
	N/A
Comment:

S3.9 Level of litter in subway from Ticket Hall to Street Note this measure looks for the subway from Ticket Hall to street. If there is no subway rate N/A.

Count only the number of items of litter of at least 5cm /2 inches, which is the width of a tube ticket, in the WORST AREA ( 1 square metre - about the size of a tube map poster ) of the subway.

No litter whatsoever	10
	9
2 items of litter in the worst area of the Subway - 5cm ( 2 inches ) or larger	8
	7
4 items of litter in the worst area of the Subway - 5cm ( 2 inches ) or larger	6
	5
6 items of litter in the worst area of the Subway - 5cm ( 2 inches ) or larger	4
	3
8 items of litter in the worst area of the Subway - 5cm ( 2 inches ) or larger	2
	1
10 or more items of litter in the worst area of the Subway - 5cm ( 2 inches ) or larger	0
	N/A
Comment:

S3.10 Level of Graffiti subway from Ticket Hall to Street Note this measure looks for the subway from Ticket Hall to street. If there is no subway rate N/A.

Find the WORST AREA ( 1 square metre - about the size of a Tube Map poster ) of the subway. Estimate how many A5 areas are needed to cover up all the Graffiti. This booklet ( when closed ) is an A5 area. Estimate how many booklets you would need to cover up all the Graffiti in the worst area.

IF THERE IS NO GRAFFITI, SCORE '10'

No Graffiti whatsoever and no marks where previously present	10
	9
No Graffiti but there are marks where previously present in the worst area	8
	7
2 A5 size areas to cover all the Graffiti in the worst area of the subway	6
	5
4 A5 size areas to cover all the Graffiti in the worst area of the subway	4
	3
8 A5 size areas to cover all the Graffiti in the worst area of the subway	2
	1
12 or more A5 size areas to cover all the Graffiti in the worst area of the subway	0
	N/A
Comment:

S3.11 Condition of decor in subway from Ticket Hall to Street Note this measure looks for the subway from Ticket Hall to street. If there is no subway rate N/A.

Looks 'as new' with undamaged paintwork and tiling ( including all tiles in place )	10
	9
Decor in good condition, but a few areas with minor damage to paintwork or tiling	8
	7
Decor beginning to deteriorate with several areas with minor damage to paintwork or tiling	6
	5
Decor looking old with a few areas of major damage to paintwork or tiling	4
	3
Poor condition throughout with numerous tiles missing, many badly damaged areas, or evidence of mould	2
	1
Approaching derelict e.g. with rusting metal, bricks crumbling or marks from water damage	0
	N/A
Comment:

GENERAL

S4.1 Condition of public toilets in the Station This measure should cover only toilets owned/maintained by LUL.

( See instructions on Mystery Shopping Survey form for details ). Include - Cleanliness, smells, any vandalism etc.

If the toilets are inaccessible and cannot be visually inspected, rate N/A.

Where exactly are these? ( WRITE IN )

...............................................................................................................................

Toilets are Clean, in good condition and well lit, there is no Graffiti and all facilities, e.g. toilet rolls and hand towels, are present	10
	9
All facilities, e.g. toilet rolls and hand towels, are present and toilets are Clean but may have a dull appearance.	8
	7
All facilities, e.g. toilet rolls and hand towels, are present but evidence of minor dirt or Graffiti, or some repairs needed	6
	5
General evidence of dirt or Graffiti, or refurbishment needed, or bad odour, or some facilities, e.g. toilet rolls or hand towels, are missing	4
	3
Toilets are extremely dirty or damaged, or a major refurbishment needed, or foul smelling, or most facilities, e.g. toilet rolls and hand towels, are missing	2
	1
Unusable	0
	N/A
Comment:

S4.2 Condition of Cabling and Conduits Measure the cabling and conduits for all parts of the Station. This takes into account whether there is loose cabling due to missing ceiling panels or cabling which runs along the walls of the station.

All cables hidden from public view	10
	9
Cables visible, but Clean and neat	8
	7
Generally tidy cables/wires, although some coming loose	6
	5
Several cables/wires loose	4
	3
Untidy and loose cables/wires in several areas	2
	1
Lots of cables and loose wires throughout	0
	N/A
Comment:

S4.3 Condition of leaflet rack

Excellent condition, spotlessly Clean and looks new	10
	9
Good condition and Clean, with very minor marks or scratches	8
	7
Minor patches of dirt or staining or marks where Graffiti or stickers removed	6
	5
Tatty, e.g. some dirt, stickers or Graffiti	4
	3
Poor condition, e.g. extensive dirt, stickers or Graffiti; or structurally impaired ( e.g. frame bent or loose )	2
	1
Very bad condition, e.g. frame broken or extremely dirty	0
	N/A
Comment:

S4.4 Condition of builders' hoardings Station works are to be expected, but all major works should be carried out behind hoardings. No mess, dirt or litter should reach Customers from behind hoardings. The hoardings themselves should look to be well installed, sturdy and Clean. Any notices or contractor's signs on the hoardings should be legible, informative, relevant and well presented.

Where exactly are these? ( WRITE IN ) ....................................

Very tidy, well decorated, and extremely Clean	10
	9
Clean, tidy, and fairly well decorated, but with minor areas of dirt	8
	7
Generally Clean but with a few dirty areas	6
	5
Several dirty or untidy areas	4
	3
Generally dirty, poorly decorated and untidy	2
	1
Very dirty, unsightly and untidy. Or - large gaps in hoarding	0
	N/A
Comment:

S4.5 Condition of Electronic Whiteboards This measure assesses the condition of the Electronic Whiteboard display unit, not the content.

Operational and information is clearly readable and the surround is Clean and as new	10
	9
Operational and information is clearly readable but minor scratches and marks on the surround	8
	7
Operational and information is clearly readable but surround is damaged or dirty	6
	5
Tatty, e.g. some dirt, stickers or Graffiti	4
	3
Poor conditions e.g. extensive dirt, stickers or Graffiti, or structurally impaired ( e.g. frame bent or loose ); or some information obscured	2
	1
Very damaged or extremely dirty, e.g. large sections of information unreadable, or sections of frame broken, or impossible to fit poster.	0
	N/A
Comment:

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