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.