Service Quality Performance

Our Service Quality scheme ensures we get the basics right for our customers.

As part of our continuous improvement and investment work we operate a Service Quality Regime (SQR) to audit our physical assets and our people throughout the West Midlands area and on our Branch Lines. This scheme ensures we get the basics right for our customers. The targets for the scheme are set by the Department for Transport (DfT) and they continue throughout the course of our franchise.

To support our SQR scheme we have a programme of initiatives planned over the next few years to make significant improvements to our stations, uniforms and cleaning standards. Plus, that our colleagues are proactive in reporting issues they see to help improve our standards.

Our results are below and we will use these to focus on areas where we are falling short of the required DfT target.

We will update these results every four weeks so you can track our performance.

** Unfortunately, due to the impact of Covid-19 - our Service Quality Regime has been suspended temporarily whilst we keep our key workers moving **

Station Performance

Stations	Period 13	Target
Ambience overall	92%	94%
Lighting	100%	-
Seating	66%	-
Shelters/canopies	96%	-
Landscaping and vegetation	98%	-
Toilet operation	85%	-
Security	100%	-
Maintenance overall	95%	97%
Winterisation	100%	-
Hazardous damage	98%
Access routes	98%	-
Car parking	87%	-
Cycle parking	92%	-
Cleanliness overall	57%	90%
General cleanliness	37%	-
Toilet cleanliness	100%	-
Graffiti	53%	-
Etching	46%	-
Litter	54%	-
Information overall	87%	95%
Customer information screens/displays	98%	-
Help points	65%	-
Posters and frames	75%	-
Multi-modal information	100%	-
Public Address system	98%	-
Signage	72%	-
Leaflets	96%	-
Information during delays	93%	-
Ticketing and staff overall	98%	94%
Ticket vending machines	100%	-
Ticket gates	100%	-
Staff presence	100%	-
Ticket office	93%	-
Total	86%	-

Fleet Performance

Fleet	Period 13	Target
Ambience overall	79%	70%
Lighting	83%	-
Vehicle interior condition	72%	-
Toilet operation (if applicable)	82%	-
Cleanliness overall	95%	90%
Exterior cleanliness	99%	-
Graffiti	94%	-
Etching	85%	-
Interior cleanliness	94%	-
Litter	99%	-
Toilet cleanliness	96%	-
Information overall	93%	89%
Customer information displays and announcements	91%	-
WiFi	91%	-
Poster and frames including maps, timetables, safety information	81%	-
Information at times of disruption	100%	-
Customer service overall	100%	92%
Staff Visibility	100%	-
Total	92%

Customer Service Performance

Customer Service	Period 13	Target
Technology	89%	96%
Information & Contact	71%	95%

Performance targets

Our service quality targets cover stations, trains and customer service over the course of the franchise.