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 012 Target
Ambience overall 92% 88%
Lighting 100% -
Seating 68% -
Shelters/canopies 97% -
Landscaping and vegetation 95% -
Toilet operation 88% -
Security 100% -
Maintenance overall 95% 92%
Winterisation 100% -
Hazardous damage 95%
Access routes 100% -
Car parking 80% -
Cycle parking 100% -
Cleanliness overall 59% 83%
General cleanliness 45% -
Toilet cleanliness 100% -
Graffiti 50% -
Etching 32% -
Litter 58% -
Information overall 89% 70%
Customer information screens/displays 95% -
Help points 75% -
Posters and frames 73% -
Multi-modal information 98% -
Public Address system 100% -
Signage 67% -
Leaflets 97% -
Information during delays 100% -
Ticketing and staff overall 96% 69%
Ticket vending machines 91% -
Ticket gates 100% -
Staff presence 98% -
Ticket office 94% -
Total 86% -

Fleet Performance

Fleet Period 012 Target
Ambience overall 75% 66%
Lighting 84% -
Vehicle interior condition 61% -
Toilet operation (if applicable) 79% -
Cleanliness overall 90% 76%
Exterior cleanliness 94% -
Graffiti 83% -
Etching 74% -
Interior cleanliness 94% -
Litter 91% -
Toilet cleanliness 91% -
Information overall 89% 44%
Customer information displays and announcements 86% -
WiFi 81% -
Poster and frames including maps, timetables, safety information 76% -
Information at times of disruption 100% -
Customer service overall 98% 50%
Staff Visibility 98% -
Total 88%

Customer Service Performance

Customer Service Period 012 Target
Technology 100% 99%
Information & Contact 93% 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%