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 012	Target
Ambience overall	92%	88%
Lighting	100%	-
Seating	68%	-
Shelters/canopies	97%	-
Landscaping and vegetation	95%	-
Toilet operation	88%	-
Security	100%	-
Maintenance overall	95%	92%
Winterisation	100%	-
Hazardous damage	95%
Access routes	100%	-
Car parking	80%	-
Cycle parking	100%	-
Cleanliness overall	59%	83%
General cleanliness	45%	-
Toilet cleanliness	100%	-
Graffiti	50%	-
Etching	32%	-
Litter	58%	-
Information overall	89%	70%
Customer information screens/displays	95%	-
Help points	75%	-
Posters and frames	73%	-
Multi-modal information	98%	-
Public Address system	100%	-
Signage	67%	-
Leaflets	97%	-
Information during delays	100%	-
Ticketing and staff overall	96%	69%
Ticket vending machines	91%	-
Ticket gates	100%	-
Staff presence	98%	-
Ticket office	94%	-
Total	86%	-

Fleet Performance

Fleet	Period 012	Target
Ambience overall	75%	66%
Lighting	84%	-
Vehicle interior condition	61%	-
Toilet operation (if applicable)	79%	-
Cleanliness overall	90%	76%
Exterior cleanliness	94%	-
Graffiti	83%	-
Etching	74%	-
Interior cleanliness	94%	-
Litter	91%	-
Toilet cleanliness	91%	-
Information overall	89%	44%
Customer information displays and announcements	86%	-
WiFi	81%	-
Poster and frames including maps, timetables, safety information	76%	-
Information at times of disruption	100%	-
Customer service overall	98%	50%
Staff Visibility	98%	-
Total	88%

Customer Service Performance

Customer Service	Period 012	Target
Technology	100%	99%
Information & Contact	93%	95%

Performance targets

Our service quality targets cover stations, trains and customer service over the course of the franchise.