Service Quality Performance
Service Quality Performance
As part of our continuous improvement and investment work we have recently launched a new 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 you, 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 first period of 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 1 | Target | |
|---|---|---|---|
| Ambience | 86.7% | 88% | |
| Lighting | 89.4% | ||
| Seating | 57.4% | ||
| Shelters/canopies | 89.7% | ||
| Landscaping and vegetation | 98.4% | ||
| Toilet operation | 81.5% | ||
| Security | 100% | ||
| Maintenance | 93.8% | 92% | |
| Winterisation | 100% | ||
| Hazardous damage | 93.4% | ||
| Access routes | 95.0% | ||
| Car parking | 88.4% | ||
| Cycle parking | 96.1% | ||
| Cleanliness | 61% | 83% | |
| General cleanliness | 60.7% | ||
| Toilet cleanliness | 80.0% | ||
| Graffiti | 60.7% | ||
| Etching | 34.4% | ||
| Litter | 77.0% | ||
| Information | 85.2% | 70% | |
| Customer information screens/displays | 100.0% | ||
| Help points | 67.2% | ||
| Posters and frames | 63.9% | ||
| Multi-modal information | 98.4% | ||
| Public Address system | 89.3% | ||
| Signage | 86.9% | ||
| Leaflets | 83.3% | ||
| Information during delays | 100.0% | ||
| Ticketing & Staffing | 86.2% | 69% | |
| Ticket vending machines | 75.4% | ||
| Ticket gates | 83.3% | ||
| Staff presence | 97.6% | ||
| Ticket office | 90.9% | ||
| Total | 82.8% |
Fleet Performance
| Fleet | Period 1 | Target | ||
|---|---|---|---|---|
| Ambience | 68.4% | 61% | ||
| Lighting | 88.3% | |||
| Vehicle interior condition | 45.3% | |||
| Toilet operation (if applicable) | 76.4% | |||
| Cleanliness | 87.7% | 76% | ||
| Exterior cleanliness | 90.6% | |||
| Graffiti | 90.0% | |||
| Etching | 72.5% | |||
| Interior cleanliness | 86.9% | |||
| Litter | 93.7% | |||
| Toilet cleanliness | 88.5% | |||
| Information | 79.4% | 44% | ||
| Customer information displays and announcements | 77.5% | |||
| WiFi | 53.7% | |||
| Poster and frames including maps, timetables, safety information | 86.9% | |||
| Information at times of disruption | 90.9% | |||
| Customer Service | 89.9% | 50% | ||
| Staff Visibility | 89.9% | |||
| Total | 80.6% | |||