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 01 Target
Ambience overall 91% 94%
Lighting 100% -
Seating 76% -
Shelters/canopies 95% -
Landscaping and vegetation 93% -
Toilet operation 80% -
Security 98% -
Maintenance overall 94% 97%
Winterisation 100% -
Hazardous damage 92%
Access routes 100% -
Car parking 76% -
Cycle parking 100% -
Cleanliness overall 61% 90%
General cleanliness 45% -
Toilet cleanliness 100% -
Graffiti 50% -
Etching 25% -
Litter 65% -
Information overall 89% 95%
Customer information screens/displays 95% -
Help points 77% -
Posters and frames 75% -
Multi-modal information 100% -
Public Address system 93% -
Signage 70% -
Leaflets 97% -
Information during delays 100% -
Ticketing and staff overall 96% 94%
Ticket vending machines 88% -
Ticket gates 100% -
Staff presence 100% -
Ticket office 97% -
Total 86% -

Fleet Performance

Fleet Period 01 Target
Ambience overall 79% 70%
Lighting 88% -
Vehicle interior condition 63% -
Toilet operation (if applicable) 85% -
Cleanliness overall 93% 90%
Exterior cleanliness 96% -
Graffiti 83% -
Etching 80% -
Interior cleanliness 94% -
Litter 99% -
Toilet cleanliness 93% -
Information overall 88% 89%
Customer information displays and announcements 84% -
WiFi 77% -
Poster and frames including maps, timetables, safety information 79% -
Information at times of disruption 100% -
Customer service overall 100% 92%
Staff Visibility 100% -
Total 90%

Customer Service Performance

Customer Service Period 01 Target
Technology 97% 96%
Information & Contact 86% 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%