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.