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 have operate a Service Quality Regime (SQR) to audit our physical assets and our people 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.

Station Performance

Stations Period 6 Target
Ambience overall 83% 88%
Lighting 97% -
Seating 73% -
Shelters/canopies 95% -
Landscaping and vegetation 90% -
Toilet operation 35% -
Security 98% -
Maintenance overall 87% 92%
Winterisation 100% -
Hazardous damage 83%
Access routes 100% -
Car parking 67% -
Cycle parking 84% -
Cleanliness overall 55% 83%
General cleanliness 33% -
Toilet cleanliness 93% -
Graffiti 58% -
Etching 50% -
Litter 53% -
Information overall 88% 70%
Customer information screens/displays 97% -
Help points 73% -
Posters and frames 67% -
Multi-modal information 97% -
Public Address system 98% -
Signage 70% -
Leaflets 97% -
Information during delays 100% -
Ticketing and staff overall 91% 69%
Ticket vending machines 73% -
Ticket gates 100% -
Staff presence 100% -
Ticket office 91% -
Total 81% -

Fleet Performance

Fleet Period 5 Target
Ambience overall 72% 66%
Lighting 85% -
Vehicle interior condition 51% -
Toilet operation (if applicable) 82% -
Cleanliness overall 89% 76%
Exterior cleanliness 91% -
Graffiti 89% -
Etching 83% -
Interior cleanliness 90% -
Litter 95% -
Toilet cleanliness 81% -
Information overall 87% 44%
Customer information displays and announcements 77% -
WiFi 96% -
Poster and frames including maps, timetables, safety information 68% -
Information at times of disruption 100% -
Customer service overall 88% 50%
Staff Visibility 88% -
Total 84%

Performance targets

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

Service target 2018 2022 2026
Ambience 88% 94% 94%
Maintenance 92% 97% 97%
Cleanliness 83% 90% 90%
Information 70% 95% 95%
Ticketing & Staff 69% 94% 94%
Service target 2018 2022 2026
Ambience 61% 88% 88%
Cleanliness 76% 90% 90%
Information 44% 89% 89%
Customer Service 50% 92% 92%
Service target 2018 2022 2026
Technology 99% 96% 96%
Information & Customer Contact 95% 96% 96%