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 5 Target
Ambience overall 90% 88%
Lighting 97% -
Seating 81% -
Shelters/canopies 93% -
Landscaping and vegetation 85% -
Toilet operation 77% -
Security 100% -
Maintenance overall 90% 92%
Winterisation 100% -
Hazardous damage 72%
Access routes 98% -
Car parking 83% -
Cycle parking 96% -
Cleanliness overall 59% 83%
General cleanliness 27% -
Toilet cleanliness 100% -
Graffiti 55% -
Etching 40% -
Litter 72% -
Information overall 86% 70%
Customer information screens/displays 92% -
Help points 68% -
Posters and frames 62% -
Multi-modal information 98% -
Public Address system 98% -
Signage 65% -
Leaflets 97% -
Information during delays 100% -
Ticketing and staff overall 90% 69%
Ticket vending machines 65% -
Ticket gates 100% -
Staff presence 98% -
Ticket office 97% -
Total 83% -

Fleet Performance

Fleet Period 5 Target
Ambience overall 70% 66%
Lighting 80% -
Vehicle interior condition 59% -
Toilet operation (if applicable) 71% -
Cleanliness overall 89% 76%
Exterior cleanliness 96% -
Graffiti 94% -
Etching 69% -
Interior cleanliness 92% -
Litter 91% -
Toilet cleanliness 89% -
Information overall 86% 44%
Customer information displays and announcements 92% -
WiFi 100% -
Poster and frames including maps, timetables, safety information 51% -
Information at times of disruption 100% -
Customer service overall 89% 50%
Staff Visibility 89% -
Total 83%

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%