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.

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%