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 01	Target
Ambience overall	91%	94%
Lighting	100%	-
Seating	76%	-
Shelters/canopies	95%	-
Landscaping and vegetation	93%	-
Toilet operation	80%	-
Security	98%	-
Maintenance overall	94%	97%
Winterisation	100%	-
Hazardous damage	92%
Access routes	100%	-
Car parking	76%	-
Cycle parking	100%	-
Cleanliness overall	61%	90%
General cleanliness	45%	-
Toilet cleanliness	100%	-
Graffiti	50%	-
Etching	25%	-
Litter	65%	-
Information overall	89%	95%
Customer information screens/displays	95%	-
Help points	77%	-
Posters and frames	75%	-
Multi-modal information	100%	-
Public Address system	93%	-
Signage	70%	-
Leaflets	97%	-
Information during delays	100%	-
Ticketing and staff overall	96%	94%
Ticket vending machines	88%	-
Ticket gates	100%	-
Staff presence	100%	-
Ticket office	97%	-
Total	86%	-

Fleet Performance

Fleet	Period 01	Target
Ambience overall	79%	70%
Lighting	88%	-
Vehicle interior condition	63%	-
Toilet operation (if applicable)	85%	-
Cleanliness overall	93%	90%
Exterior cleanliness	96%	-
Graffiti	83%	-
Etching	80%	-
Interior cleanliness	94%	-
Litter	99%	-
Toilet cleanliness	93%	-
Information overall	88%	89%
Customer information displays and announcements	84%	-
WiFi	77%	-
Poster and frames including maps, timetables, safety information	79%	-
Information at times of disruption	100%	-
Customer service overall	100%	92%
Staff Visibility	100%	-
Total	90%

Customer Service Performance

Customer Service	Period 01	Target
Technology	97%	96%
Information & Contact	86%	95%

Performance targets

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