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 08	Target
Ambience overall	85%	94%
Lighting	95%	-
Seating	59%	-
Shelters/canopies	92%	-
Landscaping and vegetation	82%	-
Toilet operation	75%	-
Security	100%	-
Maintenance overall	94%	97%
Winterisation	100%	-
Hazardous damage	95%
Access routes	95%	-
Car parking	80%	-
Cycle parking	100%	-
Cleanliness overall	55%	90%
General cleanliness	35%	-
Toilet cleanliness	92%	-
Graffiti	45%	-
Etching	45%	-
Litter	57%	-
Information overall	83%	95%
Customer information screens/displays	93%	-
Help points	48%	-
Posters and frames	77%	-
Multi-modal information	100%	-
Public Address system	94%	-
Signage	68%	-
Leaflets	100%	-
Information during delays	88%	-
Ticketing and staff overall	96%	94%
Ticket vending machines	96%	-
Ticket gates	100%	-
Staff presence	95%	-
Ticket office	94%	-
Total	83%	-

Fleet Performance

Fleet	Period 08	Target
Ambience overall	76%	70%
Lighting	78%	-
Vehicle interior condition	70%	-
Toilet operation (if applicable)	80%	-
Cleanliness overall	93%	90%
Exterior cleanliness	100%	-
Graffiti	85%	-
Etching	85%	-
Interior cleanliness	94%	-
Litter	98%	-
Toilet cleanliness	92%	-
Information overall	85%	89%
Customer information displays and announcements	84%	-
WiFi	71%	-
Poster and frames including maps, timetables, safety information	73%	-
Information at times of disruption	97%	-
Customer service overall	98%	92%
Staff Visibility	98%	-
Total	88%

Customer Service Performance

Customer Service	Period 08	Target
Technology	89%	95%
Information & Contact	72%	74%

Performance targets

Our service quality targets cover stations, trains and customer service over the course of the franchise.