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 06	Target
Ambience overall	88%	94%
Lighting	100%	-
Seating	61%	-
Shelters/canopies	97%	-
Landscaping and vegetation	87%	-
Toilet operation	73%	-
Security	100%	-
Maintenance overall	93%	97%
Winterisation	100%	-
Hazardous damage	93%
Access routes	95%	-
Car parking	79%	-
Cycle parking	98%	-
Cleanliness overall	60%	90%
General cleanliness	45%	-
Toilet cleanliness	92%	-
Graffiti	57%	-
Etching	37%	-
Litter	63%	-
Information overall	83%	95%
Customer information screens/displays	90%	-
Help points	57%	-
Posters and frames	70%	-
Multi-modal information	100%	-
Public Address system	91%	-
Signage	63%	-
Leaflets	91%	-
Information during delays	100%	-
Ticketing and staff overall	96%	94%
Ticket vending machines	83%	-
Ticket gates	100%	-
Staff presence	100%	-
Ticket office	100%	-
Total	84%	-

Fleet Performance

Fleet	Period 06	Target
Ambience overall	75%	70%
Lighting	79%	-
Vehicle interior condition	61%	-
Toilet operation (if applicable)	85%	-
Cleanliness overall	93%	90%
Exterior cleanliness	99%	-
Graffiti	83%	-
Etching	84%	-
Interior cleanliness	94%	-
Litter	97%	-
Toilet cleanliness	93%	-
Information overall	90%	89%
Customer information displays and announcements	91%	-
WiFi	79%	-
Poster and frames including maps, timetables, safety information	76%	-
Information at times of disruption	100%	-
Customer service overall	100%	92%
Staff Visibility	100%	-
Total	90%

Customer Service Performance

Customer Service	Period 06	Target
Technology	94%	95%
Information & Contact	75%	74%

Performance targets

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