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 10 Target
Ambience overall 88% 94%
Lighting 95% -
Seating 66% -
Shelters/canopies 87% -
Landscaping and vegetation 93% -
Toilet operation 86% -
Security 100% -
Maintenance overall 86% 97%
Winterisation 87% -
Hazardous damage 83%
Access routes 97% -
Car parking 66% -
Cycle parking 98% -
Cleanliness overall 54% 90%
General cleanliness 28% -
Toilet cleanliness 100% -
Graffiti 52% -
Etching 38% -
Litter 55% -
Information overall 80% 95%
Customer information screens/displays 90% -
Help points 48% -
Posters and frames 72% -
Multi-modal information 100% -
Public Address system 88% -
Signage 67% -
Leaflets 83% -
Information during delays 92% -
Ticketing and staff overall 96% 94%
Ticket vending machines 95% -
Ticket gates 100% -
Staff presence 98% -
Ticket office 90% -
Total 77% -

Fleet Performance

Fleet Period 10 Target
Ambience overall 76% 70%
Lighting 83% -
Vehicle interior condition 67% -
Toilet operation (if applicable) 80% -
Cleanliness overall 88% 90%
Exterior cleanliness 99% -
Graffiti 71% -
Etching 86% -
Interior cleanliness 88% -
Litter 92% -
Toilet cleanliness 88% -
Information overall 85% 89%
Customer information displays and announcements 81% -
WiFi 78% -
Poster and frames including maps, timetables, safety information 78% -
Information at times of disruption 96% -
Customer service overall 98% 92%
Staff Visibility 98% -
Total 87%

Customer Service Performance

Customer Service Period 10 Target
Technology 82% 95%
Information & Contact 68% 74%

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%