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.

** Unfortunately, due to the impact of Covid-19 - our Service Quality Regime has been suspended temporarily whilst we keep our key workers moving **

Station Performance

Stations Period 13 Target
Ambience overall 92% 94%
Lighting 100% -
Seating 66% -
Shelters/canopies 96% -
Landscaping and vegetation 98% -
Toilet operation 85% -
Security 100% -
Maintenance overall 95% 97%
Winterisation 100% -
Hazardous damage 98%
Access routes 98% -
Car parking 87% -
Cycle parking 92% -
Cleanliness overall 57% 90%
General cleanliness 37% -
Toilet cleanliness 100% -
Graffiti 53% -
Etching 46% -
Litter 54% -
Information overall 87% 95%
Customer information screens/displays 98% -
Help points 65% -
Posters and frames 75% -
Multi-modal information 100% -
Public Address system 98% -
Signage 72% -
Leaflets 96% -
Information during delays 93% -
Ticketing and staff overall 98% 94%
Ticket vending machines 100% -
Ticket gates 100% -
Staff presence 100% -
Ticket office 93% -
Total 86% -

Fleet Performance

Fleet Period 13 Target
Ambience overall 79% 70%
Lighting 83% -
Vehicle interior condition 72% -
Toilet operation (if applicable) 82% -
Cleanliness overall 95% 90%
Exterior cleanliness 99% -
Graffiti 94% -
Etching 85% -
Interior cleanliness 94% -
Litter 99% -
Toilet cleanliness 96% -
Information overall 93% 89%
Customer information displays and announcements 91% -
WiFi 91% -
Poster and frames including maps, timetables, safety information 81% -
Information at times of disruption 100% -
Customer service overall 100% 92%
Staff Visibility 100% -
Total 92%

Customer Service Performance

Customer Service Period 13 Target
Technology 89% 96%
Information & Contact 71% 95%

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%