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.

Station Performance

Stations Period 03 Target
Ambience overall 94% 94%
Lighting 100% -
Seating 82% -
Shelters/canopies 95% -
Landscaping and vegetation 88% -
Toilet operation 94% -
Security 100% -
Maintenance overall 92% 97%
Winterisation 100% -
Hazardous damage 85%
Access routes 98% -
Car parking 77% -
Cycle parking 98% -
Cleanliness overall 55% 90%
General cleanliness 35% -
Toilet cleanliness 94% -
Graffiti 42% -
Etching 28% -
Litter 62% -
Information overall 86% 95%
Customer information screens/displays 97% -
Help points 67% -
Posters and frames 65% -
Multi-modal information 98% -
Public Address system 96% -
Signage 57% -
Leaflets 100% -
Information during delays 100% -
Ticketing and staff overall 96% 94%
Ticket vending machines 84% -
Ticket gates 100% -
Staff presence 100% -
Ticket office 100% -
Total 85% -

Fleet Performance

Fleet Period 03 Target
Ambience overall 81% 70%
Lighting 89% -
Vehicle interior condition 69% -
Toilet operation (if applicable) 86% -
Cleanliness overall 90% 90%
Exterior cleanliness 97% -
Graffiti 83% -
Etching 79% -
Interior cleanliness 92% -
Litter 95% -
Toilet cleanliness 88% -
Information overall 88% 89%
Customer information displays and announcements 91% -
WiFi 73% -
Poster and frames including maps, timetables, safety information 72% -
Information at times of disruption 97% -
Customer service overall 98% 92%
Staff Visibility 98% -
Total 89%

Customer Service Performance

Customer Service Period 03 Target
Technology 100% 96%
Information & Contact 88% 95%

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%