Service Quality Performance

Our Service Quality scheme ensures we get the basics right for our customers.

As part of our commitment to customer experience, we operate a Service Quality Regime (SQR) to audit our physical assets and our people throughout the London Northwestern Railway network. Due to the impact of Covid-19, our SQR was temporarily suspended however, our new and improved regime will resume on the 19 September 2021.

The benchmarks for the scheme are set by the Department for Transport (DfT). We use the benchmarks to focus on how we can improve our station and on-train experience and how well we perform in customer service.

Our latest results are below. We will update these results every four weeks so you can track our performance

Station Performance

Stations Period 07 Target
Ambience & Assets 79% 85%
Lighting 98% -
Seating 65% -
Shelters/canopies 92% -
Lifts, escalators & ramps 89% -
Toilet operation 60% -
Car / cycle parking 73% -
Vegetation 89% -
Cleanliness 80% 70%
General cleanliness 91% -
Toilet cleanliness 85% -
Litter 73% -
Etching & graffiti 68% -
Information 75% 81%
Customer information screens/displays 88% -
Help points 36% -
Posters and frames 68% -
Public Address system 96% -
Signage 81% -
Information during delays 92% -
Ticketing and staff 94% 85%
Ticket vending machines 84% -
Ticket gates 94% -
Staff presence 100% -
Ticket office 100% -
Total 82% -

Fleet Performance

Fleet Period 07 Target
Ambience overall 88% 75%
Heating & lighting 82% -
Seating 89% -
Vehicle interior condition 95% -
Accessibility 97% -
Toilet operation (if applicable) 77% -
Cleanliness 94% 84%
Exterior cleanliness 97% -
Interior cleanliness 88% -
Etching & graffiti 95% -
Litter 98% -
Toilet cleanliness 89% -
Information overall 91% 82%
Customer information displays 93% -
Announcements 99% -
WiFi 97% -
Poster and frames including maps, timetables, safety information 75% -
Information at times of disruption 98% -
Total 91%

Customer Service Performance

Customer Service Period 07 Target
Staff helpfulness 95% 80%
Online information 93% 90%

Performance targets

Our service quality targets cover stations, trains and customer service.

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%