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 010	Target
Ambience overall	90%	88%
Lighting	91%	-
Seating	75%	-
Shelters/canopies	95%	-
Landscaping and vegetation	98%	-
Toilet operation	80%	-
Security	100%	-
Maintenance overall	93%	92%
Winterisation	100%	-
Hazardous damage	88%
Access routes	98%	-
Car parking	81%	-
Cycle parking	97%	-
Cleanliness overall	58%	83%
General cleanliness	45%	-
Toilet cleanliness	100%	-
Graffiti	58%	-
Etching	43%	-
Litter	47%	-
Information overall	84%	70%
Customer information screens/displays	95%	-
Help points	67%	-
Posters and frames	52%	-
Multi-modal information	98%	-
Public Address system	92%	-
Signage	58%	-
Leaflets	100%	-
Information during delays	100%	-
Ticketing and staff overall	92%	69%
Ticket vending machines	78%	-
Ticket gates	100%	-
Staff presence	97%	-
Ticket office	93%	-
Total	83%	-

Fleet Performance

Fleet	Period 010	Target
Ambience overall	70%	66%
Lighting	77%	-
Vehicle interior condition	56%	-
Toilet operation (if applicable)	78%	-
Cleanliness overall	88%	76%
Exterior cleanliness	96%	-
Graffiti	88%	-
Etching	78%	-
Interior cleanliness	86%	-
Litter	98%	-
Toilet cleanliness	81%	-
Information overall	84%	44%
Customer information displays and announcements	84%	-
WiFi	75%	-
Poster and frames including maps, timetables, safety information	60%	-
Information at times of disruption	97%	-
Customer service overall	94%	50%
Staff Visibility	94%	-
Total	84%

Customer Service Performance

Customer Service	Period 010	Target
Technology	99%	99%
Information & Contact	75%	95%

Performance targets

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