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 08 Target
Ambience overall 85% 94%
Lighting 95% -
Seating 59% -
Shelters/canopies 92% -
Landscaping and vegetation 82% -
Toilet operation 75% -
Security 100% -
Maintenance overall 94% 97%
Winterisation 100% -
Hazardous damage 95%
Access routes 95% -
Car parking 80% -
Cycle parking 100% -
Cleanliness overall 55% 90%
General cleanliness 35% -
Toilet cleanliness 92% -
Graffiti 45% -
Etching 45% -
Litter 57% -
Information overall 83% 95%
Customer information screens/displays 93% -
Help points 48% -
Posters and frames 77% -
Multi-modal information 100% -
Public Address system 94% -
Signage 68% -
Leaflets 100% -
Information during delays 88% -
Ticketing and staff overall 96% 94%
Ticket vending machines 96% -
Ticket gates 100% -
Staff presence 95% -
Ticket office 94% -
Total 83% -

Fleet Performance

Fleet Period 08 Target
Ambience overall 76% 70%
Lighting 78% -
Vehicle interior condition 70% -
Toilet operation (if applicable) 80% -
Cleanliness overall 93% 90%
Exterior cleanliness 100% -
Graffiti 85% -
Etching 85% -
Interior cleanliness 94% -
Litter 98% -
Toilet cleanliness 92% -
Information overall 85% 89%
Customer information displays and announcements 84% -
WiFi 71% -
Poster and frames including maps, timetables, safety information 73% -
Information at times of disruption 97% -
Customer service overall 98% 92%
Staff Visibility 98% -
Total 88%

Customer Service Performance

Customer Service Period 08 Target
Technology 89% 95%
Information & Contact 72% 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%