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 will resume on the 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 07 | Target |
|---|---|---|
| Ambience & Assets | 79% | 85% |
| Lighting | 98% | - |
| Seating | 65% | - |
| Shelters/canopies | 92% | - |
| Lifts, escalators & ramps | 89% | - |
| Toilet operation | 60% | - |
| Car / cycle parking | 73% | - |
| Vegetation | 89% | - |
| Cleanliness | 80% | 70% |
| General cleanliness | 91% | - |
| Toilet cleanliness | 85% | - |
| Litter | 73% | - |
| Etching & graffiti | 68% | - |
| Information | 75% | 81% |
| Customer information screens/displays | 88% | - |
| Help points | 36% | - |
| Posters and frames | 68% | - |
| Public Address system | 96% | - |
| Signage | 81% | - |
| Information during delays | 92% | - |
| Ticketing and staff | 94% | 85% |
| Ticket vending machines | 84% | - |
| Ticket gates | 94% | - |
| Staff presence | 100% | - |
| Ticket office | 100% | - |
| Total | 82% | - |
Fleet Performance
| Fleet | Period 07 | Target |
|---|---|---|
| Ambience overall | 88% | 75% |
| Heating & lighting | 82% | - |
| Seating | 89% | - |
| Vehicle interior condition | 95% | - |
| Accessibility | 97% | - |
| Toilet operation (if applicable) | 77% | - |
| Cleanliness | 94% | 84% |
| Exterior cleanliness | 97% | - |
| Interior cleanliness | 88% | - |
| Etching & graffiti | 95% | - |
| Litter | 98% | - |
| Toilet cleanliness | 89% | - |
| Information overall | 91% | 82% |
| Customer information displays | 93% | - |
| Announcements | 99% | - |
| WiFi | 97% | - |
| Poster and frames including maps, timetables, safety information | 75% | - |
| Information at times of disruption | 98% | - |
| Total | 91% |
Customer Service Performance
| Customer Service | Period 07 | Target |
|---|---|---|
| Staff helpfulness | 95% | 80% |
| Online information | 93% | 90% |
Performance targets
Our service quality targets cover stations, trains and customer service.
| 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% |