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.
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% |