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 010 Target
Ambience overall 90% 88%
Lighting 91% -
Seating 75% -
Shelters/canopies 95% -
Landscaping and vegetation 98% -
Toilet operation 80% -
Security 100% -
Maintenance overall 93% 92%
Winterisation 100% -
Hazardous damage 88%
Access routes 98% -
Car parking 81% -
Cycle parking 97% -
Cleanliness overall 58% 83%
General cleanliness 45% -
Toilet cleanliness 100% -
Graffiti 58% -
Etching 43% -
Litter 47% -
Information overall 84% 70%
Customer information screens/displays 95% -
Help points 67% -
Posters and frames 52% -
Multi-modal information 98% -
Public Address system 92% -
Signage 58% -
Leaflets 100% -
Information during delays 100% -
Ticketing and staff overall 92% 69%
Ticket vending machines 78% -
Ticket gates 100% -
Staff presence 97% -
Ticket office 93% -
Total 83% -

Fleet Performance

Fleet Period 010 Target
Ambience overall 70% 66%
Lighting 77% -
Vehicle interior condition 56% -
Toilet operation (if applicable) 78% -
Cleanliness overall 88% 76%
Exterior cleanliness 96% -
Graffiti 88% -
Etching 78% -
Interior cleanliness 86% -
Litter 98% -
Toilet cleanliness 81% -
Information overall 84% 44%
Customer information displays and announcements 84% -
WiFi 75% -
Poster and frames including maps, timetables, safety information 60% -
Information at times of disruption 97% -
Customer service overall 94% 50%
Staff Visibility 94% -
Total 84%

Customer Service Performance

Customer Service Period 010 Target
Technology 99% 99%
Information & Contact 75% 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%