Service Quality Performance

Our Service Quality scheme ensures we get the basics right for our customers.

As part of our commitment to customer experience, we operate a Service Quality Regime (SQR) to audit our physical assets and our people throughout the London Northwestern Railway network. Due to the impact of Covid-19, our SQR was temporarily suspended however, our new and improved regime resumed 19 September 2021.

The benchmarks for the scheme are set by the Department for Transport (DfT). We use the benchmarks to focus on how we can improve our station and on-train experience and how well we perform in customer service.

Our latest results* are below. We will update these results every four weeks so you can track our performance

Station Performance

Stations Period 01 Target
Ambience & Assets 75% 85%
Lighting 100% -
Seating 58% -
Shelters/canopies 79% -
Lifts, escalators & ramps 93% -
Toilet operation 63% -
Car / cycle parking 60% -
Vegetation 91% -
Cleanliness 64% 70%
General cleanliness 86% -
Toilet cleanliness 74% -
Litter 60% -
Etching & graffiti 29% -
Information 67% 81%
Customer information screens/displays 82% -
Help points 42% -
Posters and frames 53% -
Public Address system 92% -
Signage 70% -
Information during delays 70% -
Ticketing and staff 92% 85%
Ticket vending machines 77% -
Ticket office 90% -
Staff presence 100% -
Ticket gates 100% -
Total 75% -

Fleet Performance

Fleet Period 01 Target
Ambience overall 83% 75%
Heating & lighting 81% -
Seating 92% -
Vehicle interior condition 93% -
Accessibility 94% -
Toilet operation (if applicable) 56% -
Cleanliness 92% 84%
Exterior cleanliness 98% -
Interior cleanliness 84% -
Etching & graffiti 87% -
Litter 96% -
Toilet cleanliness 97% -
Information overall 86% 82%
Customer information displays 92% -
Announcements 98% -
WiFi 100% -
Poster and frames including maps, timetables, safety information 67% -
Information at times of disruption 89% -
Total 88%

Customer Service Performance

Customer Service Period 01 Target
Staff helpfulness 81% 80%
Online information 83% 90%