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 10	Target
Ambience overall	88%	94%
Lighting	95%	-
Seating	66%	-
Shelters/canopies	87%	-
Landscaping and vegetation	93%	-
Toilet operation	86%	-
Security	100%	-
Maintenance overall	86%	97%
Winterisation	87%	-
Hazardous damage	83%
Access routes	97%	-
Car parking	66%	-
Cycle parking	98%	-
Cleanliness overall	54%	90%
General cleanliness	28%	-
Toilet cleanliness	100%	-
Graffiti	52%	-
Etching	38%	-
Litter	55%	-
Information overall	80%	95%
Customer information screens/displays	90%	-
Help points	48%	-
Posters and frames	72%	-
Multi-modal information	100%	-
Public Address system	88%	-
Signage	67%	-
Leaflets	83%	-
Information during delays	92%	-
Ticketing and staff overall	96%	94%
Ticket vending machines	95%	-
Ticket gates	100%	-
Staff presence	98%	-
Ticket office	90%	-
Total	77%	-

Fleet Performance

Fleet	Period 10	Target
Ambience overall	76%	70%
Lighting	83%	-
Vehicle interior condition	67%	-
Toilet operation (if applicable)	80%	-
Cleanliness overall	88%	90%
Exterior cleanliness	99%	-
Graffiti	71%	-
Etching	86%	-
Interior cleanliness	88%	-
Litter	92%	-
Toilet cleanliness	88%	-
Information overall	85%	89%
Customer information displays and announcements	81%	-
WiFi	78%	-
Poster and frames including maps, timetables, safety information	78%	-
Information at times of disruption	96%	-
Customer service overall	98%	92%
Staff Visibility	98%	-
Total	87%

Customer Service Performance

Customer Service	Period 10	Target
Technology	82%	95%
Information & Contact	68%	74%

Performance targets

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