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 resumed 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.

2024/25 Final Pass Rates (following independent verification and confirmation from the DfT):

Station Ambience & Assets - 77.72	Trains Ambience - 89.97	Customer Service Staff Helpfulness - 92.48
Station Cleanliness - 66.18	Trains Cleanliness - 95.12	Customer Service Online Information - 99.54
Station Information - 72.56	Trains Information - 88.54
Station Ticketing & Staffing - 81.81

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

2026/2027

Stations

STATIONS	Year 7 Average	Year 8 Average	P1	P2	Benchmark
Ambience & Assets	78.03	79.47	87.71	82.20	80
- Lighting	96.72	96.55	95.83	97.67	80
- Seating	86.38	86.00	94.00	90.20	80
- Shelters / Canopies	78.98	90.26	96.08	95.92	80
- Lifts / Escalators / Ramps	82.83	79.46	78.95	93.94	80
- Toilet operation	48.82	50.45	80.00	47.06	80
- Car / Cycle Parking	76.04	76.58	76.79	74.07	80
- Vegetation	92.02	91.56	92.00	84.31	80
Cleanliness	67.30	70.51	63.72	66.76	70
- General cleanliness	73.07	68.81	62.50	65.45	70
- Toilet cleanliness	90.98	88.11	71.43	73.33	70
- Litter	53.25	68.21	69.49	66.67	70
- Graffiti & Etching	56.02	58.91	49.21	62.30	70
Information	73.51	68.38	69.94	69.74	80
- CIS / Displays	71.09	79.47	68.85	84.62	80
- Help points	47.81	69.66	69.09	71.93	80
- Posters and frames	65.24	66.92	73.68	47.69	80
- Public Address system	84.15	77.19	98.00	90.20	80
- Signage & Information	74.54	19.64	21.05	20.59	80
- Information during delays	95.49	90.73	80.00	91.67	80
Ticketing & Staffing	83.07	89.57	91.96	79.67	89
- Ticket vending machines	84.83	84.22	75.00	77.55	89
- Ticket office	65.18	82.46	92.86	65.38	89
- Staff presence	83.82	91.59	100	75.76	89
- Ticket gates	98.46	100	100	100	89
Total	75.48	76.98	78.33	74.59

Trains

FLEET	Year 7 Average	Year 8 Average	P1	P2	Benchmark
Ambience	90.09	89.24	89.99	89.62	89
- Heating & Lighting	92.88	93.62	96.02	97.52	89
- Seating	98.63	98.86	98.51	98.02	89
- Vehicle interior	97.05	96.82	95.12	93.17	89
- Accessibility	98.86	99.02	100	98.51	89
- Toilet operation	63.89	58.95	62.34	63.41	89
Cleanliness	95.22	94.54	93.96	95.41	95
- Exterior cleanliness	98.19	98.51	98.50	100	95
- Interior cleanliness	96.35	95.53	95.54	95.10	95
- Graffiti & Etching	90.68	88.25	88.94	88.83	95
- Litter	93.93	95.43	94.09	96.00	95
- Toilet cleanliness	97.44	95.69	93.44	98.36	95
Information	88.81	87.47	89.23	68.96	89
- Information screens	78.10	80.64	83.87	75.54	89
- Announcements	97.08	95.86	84.68	94.17	89
- Wi-Fi	96.70	94.47	91.18	92.23	89
- Posters and frames	85.75	82.61	91.90	54.23	89
- Disruption info	93.94	88.30	100	25.00	89
Total	91.38	90.42	91.06	84.66

Customer Service

Customer Service	Year 7 Average	Year 8 Average	P1	P2	Benchmark
Staff Helpfulness	95.77	97.45	93.00	98.00	94
- Stations	94.85	96.14	90.00	96.00	94
- Trains	96.68	98.76	96.00	100	94
Online Information	99.54	99.77	100	94.71	96
- Social Media	98.48	99.23	100	100	96
- Info & Contact	100	100	100	91.67	96
Total	97.66	98.61	96.50	96.36

2025/2026

Stations

STATIONS	Year 6 Average	Year 7 Average	P1	P2	P3	P4	P5	P6	P7	P8	P9	P10	P11	P12	P13	Benchmark
Ambience & Assets	76.73	78.03	69.39	75.08	83.83	74.34	78.02	87.68	80.32	81.04	79.85	78.15	85.99	80.10	78.93	78
- Lighting	91.07	96.72	97.22	100	94.29	97.22	100	100	91.49	93.88	93.48	93.88	93.75	100	100	78
- Seating	83.97	86.38	79.63	86.79	98.00	84.00	75.00	72.41	86.27	88.24	92.16	90.38	92.00	82.69	90.38	78
- Shelters / Canopies	77.68	78.98	77.78	88.89	88.24	88.46	90.38	94.12	98.00	100	97.96	84.62	90.20	88.00	86.79	78
- Lifts / Escalators / Ramps	82.89	82.83	61.11	70.45	94.59	72.09	74.47	93.18	88.89	89.19	65.91	79.49	84.38	76.74	82.50	78
- Toilet operation	54.49	48.82	34.48	36.36	55.56	38.71	54.55	80.95	35.48	40.00	52.63	45.16	76.92	63.16	41.94	78
- Car / Cycle Parking	66.01	76.04	64.41	69.35	68.42	72.13	83.64	94.12	94.12	82.35	75.93	76.36	76.27	63.16	71.67	78
- Vegetation	93.81	92.02	94.23	92.31	94.12	78.43	80.39	90.00	96.00	94.00	94.00	94.12	86.54	98.04	98.04	78
Cleanliness	66.70	67.30	62.59	68.83	74.81	64.75	66.16	70.58	73.49	68.95	76.50	67.54	77.59	77.19	67.68	68
- General cleanliness	75.86	73.07	61.40	58.33	65.52	61.02	50.79	76.36	77.19	66.67	76.92	75.93	83.02	75.93	65.45	68
- Toilet cleanliness	85.51	90.98	100	100	100	81.82	100	70.00	84.21	73.33	92.86	70.00	100	87.50	85.71	68
- Litter	62.23	53.25	47.22	65.67	78.95	58.46	71.19	77.78	70.69	71.43	75.93	62.07	61.67	74.55	70.18	68
- Graffiti & Etching	40.84	56.02	50.00	56.67	57.38	62.71	47.83	51.67	61.40	64.29	60.34	60.71	70.91	72.73	49.23	68
Information	70.77	73.51	65.38	68.32	65.30	62.17	64.39	65.07	64.06	72.81	70.60	77.43	73.80	67.88	71.67	75
- CIS / Displays	72.14	71.09	71.19	72.13	74.58	79.31	74.58	76.79	72.41	80.36	86.54	88.68	87.04	78.95	90.57	75
- Help points	31.46	47.81	64.91	67.80	68.97	65.52	83.33	54.72	80.00	80.77	61.67	74.07	60.34	74.14	69.35	75
- Posters and frames	72.65	65.24	62.30	73.21	65.00	63.33	59.02	64.41	60.71	80.00	58.93	67.80	68.33	76.79	70.18	75
- Public Address system	82.04	84.15	75.00	71.19	52.86	58.46	80.70	70.18	57.58	82.14	90.20	96.00	88.89	88.24	92.00	75
- Signage & Information	71.73	74.54	13.73	23.36	31.46	24.14	13.21	18.75	13.04	7.96	14.41	28.09	28.72	18.68	19.82	75
- Information during delays	90.38	95.49	100	100	100	77.78	66.67	100	100	100	100	100	100	60.00	75.00	75
Ticketing & Staffing	87.49	83.07	90.10	92.22	85.84	93.47	87.86	87.77	83.59	93.48	93.26	85.64	91.84	93.31	85.98	88
- Ticket vending machines	81.39	84.83	84.31	82.69	77.36	86.00	86.54	78.00	75.47	95.83	84.00	76.47	93.75	90.38	84.00	88
- Ticket office	83.57	65.18	82.35	93.10	70.00	93.75	74.29	78.95	81.48	86.21	92.00	74.19	83.87	93.10	68.75	88
- Staff presence	85.01	83.82	93.75	93.10	96.00	94.12	90.63	94.12	77.42	91.89	97.06	91.89	89.74	89.74	91.18	88
- Ticket gates	100	98.46	100	100	100	100	100	100	100	100	100	100	100	100	100	88
Total	75.42	75.48	71.23	75.89	77.23	73.76	73.87	77.70	75.29	79.07	80.05	77.19	82.31	79.62	76.07

Trains

FLEET	Year 6 Average	Year 7 Average	P1	P2	P3	P4	P5	P6	P7	P8	P9	P10	P11	P12	P13	Benchmark
Ambience	86.64	90.09	87.41	87.62	91.50	87.83	90.44	90.79	90.33	88.52	87.73	86.04	91.65	89.47	90.82	89
- Heating & Lighting	86.93	92.88	95.12	95.54	96.04	95.05	89.42	90.91	90.43	94.61	94.12	88.63	97.01	95.61	94.61	89
- Seating	96.62	98.63	96.57	99.00	99.00	99.50	98.51	99.50	99.00	98.51	98.01	99.00	99.50	99.00	100	89
- Vehicle interior	92.90	97.05	98.01	97.01	97.54	97.51	96.55	96.08	98.02	96.53	96.08	95.12	96.10	97.54	96.53	89
- Accessibility	96.58	98.86	95.63	97.06	99.00	99.50	100	100	100	100	100	99.50	96.59	100	100	89
- Toilet operation	62.02	63.89	50.77	50.00	66.67	48.57	69.05	69.31	64.95	54.31	51.89	50.00	70.00	56.18	64.71	89
Cleanliness	95.07	95.22	92.55	93.33	92.67	94.66	95.23	96.42	95.64	93.37	94.49	95.94	94.67	95.07	94.92	95
- Exterior cleanliness	99.58	98.19	94.58	96.57	98.01	99.00	98.01	100	100	98.50	99.00	100	98.02	99.50	99.50	95
- Interior cleanliness	93.82	96.35	93.03	93.00	94.03	93.00	95.07	98.00	97.50	92.65	97.50	98.01	96.52	96.57	97.04	95
- Graffiti & Etching	91.71	90.68	85.05	86.73	88.57	93.33	92.08	88.57	89.52	87.25	85.17	88.10	87.14	88.35	87.44	95
- Litter	93.42	93.93	95.00	95.50	95.50	92.04	95.00	96.02	94.50	96.02	95.52	97.00	97.51	95.00	96.00	95
- Toilet cleanliness	98.25	97.44	95.45	95.74	88.24	97.44	96.72	100	97.30	93.90	95.65	97.10	94.55	96.67	95.24	95
Information	80.87	88.81	89.50	92.14	87.79	89.11	85.83	85.00	85.13	86.38	88.95	92.46	82.73	85.40	86.69	87
- Information screens	78.62	78.10	78.20	84.51	69.91	81.31	76.99	79.81	72.88	79.28	80.80	88.26	83.49	87.68	85.17	87
- Announcements	95.93	97.08	97.54	100	94.23	100	94.23	93.75	94.23	100	97.06	100	95.65	92.68	86.82	87
- Wi-Fi	97.14	96.70	95.59	88.21	96.48	96.06	98.48	98.01	94.61	96.53	94.15	94.09	90.38	87.50	98.00	87
- Posters and frames	61.16	85.75	84.02	88.79	88.43	76.72	84.68	79.22	78.17	75.74	81.78	83.93	75.62	86.26	90.57	87
- Disruption info	81.64	93.94	100	100	100	100	80.00	80.00	95.65	86.44	97.50	100	66.67	66.67	75.00	87
Total	87.52	91.38	89.82	91.03	90.65	90.53	90.50	90.74	90.37	89.42	90.39	91.48	89.68	89.98	90.81

Customer Service

Customer Service	Year 6 Average	Year 7 Average	P1	P2	P3	P4	P5	P6	P7	P8	P9	P10	P11	P12	P13	Benchmark
Staff Helpfulness	96.20	95.77	96.83	99.00	97.98	98.00	97.00	98.00	96.00	96.00	96.00	98.00	96.00	99.00	99.00	94
- Stations	93.65	94.85	95.83	98.00	98.00	96.00	96.00	96.00	94.00	94.00	92.00	98.00	94.00	98.00	100	94
- Trains	98.76	96.68	97.83	100	97.96	100	98.00	100	98.00	98.00	100	98.00	98.00	100	98.00	94
Online Information	98.85	99.54	100	100	100	100	100	100	100	100	98.50	100	100	98.50	100	96
- Social Media	96.15	98.48	100	100	100	100	100	100	100	100	95.00	100	100	95.00	100	96
- Info & Contact	100	100	100	100	100	100	100	100	100	100	100	100	100	100	100	96
Total	97.52	97.66	98.41	99.50	98.99	99.00	98.50	99.00	98.00	98.00	97.25	99.00	98.00	98.75	99.50

2024/2025

Stations

STATIONS	Year 5 Average	Year 6 Average	P1	P2	P3	P4	P5	P6	P7	P8	P9	P10	P11	P12	P13	Benchmark
Ambience & Assets	73%	76.72%	79.71%	76.16%	72.52%	75.68%	80.22%	79.73%	77.01%	83.46%	85.89%	81.06%	74.64%	72.87%	73.54%	75%
- Lighting	93%	91.07%	100.00%	100.00%	100.00%	94.87%	96.97%	96.88%	97.50%	100.00%	100.00%	100.00%	90.91%	88.37%	91.67%	75%
- Seating	61%	83.97%	85.45%	83.33%	85.45%	84.91%	88.24%	86.00%	80.36%	90.20%	100.00%	84.62%	82.69%	88.68%	84.62%	75%
- Shelters / Canopies	78%	77.68%	79.31%	77.78%	74.14%	72.41%	90.20%	79.25%	77.78%	87.04%	84.91%	73.58%	74.58%	77.19%	78.18%	75%
- Lifts / Escalators / Ramps	87%	82.89%	87.76%	100.00%	72.55%	81.25%	87.50%	87.80%	76.92%	93.94%	82.61%	87.76%	78.05%	58.49%	72.34%	75%
- Toilet operation	56%	54.49%	54.17%	26.32%	33.33%	45.83%	47.06%	55.00%	57.14%	57.14%	66.67%	58.33%	43.75%	48.00%	44.44%	75%
- Car / Cycle Parking	64%	66.01%	67.24%	77.59%	73.33%	76.36%	82.14%	76.79%	71.43%	73.33%	77.19%	82.69%	78.18%	73.21%	67.86%	75%
- Vegetation	90%	93.81%	100.00%	96.00%	88.46%	92.31%	75.00%	85.19%	90.74%	90.20%	94.12%	100.00%	100.00%	92.00%	92.31%	75%
Cleanliness	62%	66.70%	64.45%	73.44%	72.03%	71.91%	66.05%	67.35%	64.70%	68.78%	78.37%	72.18%	71.26%	57.58%	49.23%	65%
- General cleanliness	75%	75.86%	73.33%	90.20%	79.63%	74.07%	63.93%	69.09%	67.24%	88.46%	76.30%	79.25%	90.00%	59.02%	39.13%	65%
- Toilet cleanliness	86%	85.51%	100.00%	100.00%	66.67%	100.00%	100.00%	93.33%	83.33%	90.91%	100.00%	88.24%	100.00%	71.43%	100.00%	65%
- Litter	53%	62.23%	44.00%	55.07%	75.00%	56.92%	56.72%	56.25%	53.73%	45.83%	74.14%	60.32%	43.84%	47.06%	23.91%	65%
- Graffiti & Etching	31%	40.84%	46.27%	49.32%	61.54%	63.08%	49.30%	55.38%	58.73%	51.56%	66.10%	63.33%	55.56%	57.38%	51.56%	65%
Information	68%	70.77%	70.51%	73.96%	74.15%	78.57%	71.06%	70.28%	74.91%	77.25%	76.68%	75.12%	80.82%	70.96%	61.60%	71%/75%
- CIS / Displays	78%	72.14%	71.19%	72.88%	74.58%	81.82%	57.35%	60.61%	58.82%	78.57%	79.31%	78.95%	78.95%	64.06%	66.67%	71%/75%
- Help points	41%	31.46%	23.81%	34.18%	44.62%	52.63%	53.33%	50.79%	56.67%	55.56%	47.83%	50.00%	46.38%	45.71%	59.32%	71%/75%
- Posters and frames	56%	72.65%	80.00%	81.48%	60.61%	70.91%	69.49%	66.10%	57.81%	59.68%	64.41%	66.04%	78.18%	50.00%	44.78%	71%/75%
- Public Address system	85%	82.04%	71.93%	78.57%	79.31%	81.13%	83.33%	88.46%	95.92%	86.54%	92.16%	84.91%	94.00%	90.38%	67.24%	71%/75%
- Signage & Information	63%	71.73%	75.44%	75.44%	83.93%	83.02%	63.33%	81.48%	78.57%	79.63%	80.36%	86.27%	83.64%	71.43%	28.00%	71%/75%
- Information during delays	93%	90.38%	100.00%	100.00%	100.00%	100.00%	100.00%	71.43%	100.00%	100.00%	90.00%	80.00%	100.00%	100.00%	100.00%	71%/75%
Ticketing & Staffing	85%	87.49%	80.76%	75.46%	72.61%	71.23%	76.94%	81.18%	73.99%	88.53%	91.71%	93.20%	86.52%	94.72%	92.94%	86%/88%
- Ticket vending machines	69%	81.39%	70.91%	80.00%	83.33%	93.62%	78.85%	88.24%	89.80%	81.25%	91.84%	87.76%	89.58%	89.58%	78.00%	86%/88%
- Ticket office	80%	83.57%	72.73%	55.17%	59.38%	29.55%	32.61%	43.90%	32.65%	80.00%	85.71%	90.91%	75.00%	92.86%	96.88%	86%/88%
- Staff presence	93%	85.01%	79.41%	66.67%	67.74%	61.76%	96.30%	92.59%	73.53%	92.86%	89.29%	94.12%	81.48%	96.43%	96.88%	86%/88%
- Ticket gates	100%	100.00%	100.00%	100.00%	80.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	86%/88%
Total	72%	75.42%	73.86%	74.75%	72.83%	74.35%	73.57%	74.63%	72.65%	79.51%	83.16%	80.39%	78.31%	74.03%	69.33%

Trains

FLEET	Year 5 Average	Year 6 Average	P1	P2	P3	P4	P5	P6	P7	P8	P9	P10	P11	P12	P13	Benchmark
Ambience	82%	86.62%	91.61%	86.88%	90.92%	91.24%	90.18%	92.88%	88.68%	89.22%	89.92%	91.64%	89.91%	88.77%	89.36%	85%
- Heating & Lighting	82%	86.93%	92.65%	91.22%	94.63%	96.06%	96.06%	97.52%	93.66%	88.57%	95.54%	93.17%	86.38%	88.26%	93.69%	85%
- Seating	95%	96.47%	98.50%	97.06%	98.52%	98.03%	99.00%	99.50%	99.50%	99.00%	98.01%	100.00%	99.50%	98.01%	97.51%	85%
- Vehicle interior	93%	92.90%	96.59%	96.57%	97.06%	97.52%	98.50%	97.50%	96.02%	95.15%	94.63%	97.55%	97.04%	98.51%	99.00%	85%
- Accessibility	92%	96.58%	99.50%	100.00%	99.50%	100.00%	99.00%	98.03%	99.50%	95.63%	98.51%	98.51%	98.51%	100.00%	98.51%	85%
- Toilet operation	48%	62.02%	72.00%	50.53%	65.85%	65.33%	58.57%	72.46%	56.45%	68.85%	64.71%	69.81%	69.09%	59.32%	57.58%	85%
Cleanliness	93%	95.06%	96.31%	96.77%	95.33%	97.44%	96.78%	96.80%	94.49%	97.11%	97.56%	93.92%	93.95%	90.72%	90.74%	95%
- Exterior cleanliness	98%	99.58%	98.99%	100.00%	100.00%	99.00%	98.01%	98.03%	98.51%	100.00%	100.00%	99.50%	97.04%	93.14%	94.17%	95%
- Interior cleanliness	88%	93.82%	98.50%	98.51%	96.57%	96.53%	95.10%	100.00%	96.53%	97.51%	99.00%	97.00%	94.00%	94.00%	89.27%	95%
- Graffiti & Etching	91%	91.68%	91.67%	91.50%	91.67%	96.04%	95.00%	94.15%	92.34%	93.56%	95.52%	93.03%	86.73%	77.68%	79.91%	95%
- Litter	94%	93.42%	94.17%	94.23%	89.25%	98.00%	96.53%	93.17%	92.38%	95.07%	95.59%	92.61%	95.00%	91.04%	94.00%	95%
- Toilet cleanliness	94%	98.25%	98.33%	100.00%	100.00%	98.21%	100.00%	98.18%	93.18%	100.00%	97.92%	88.10%	97.73%	97.50%	97.56%	95%
Information	83%	80.87%	93.53%	89.90%	87.09%	92.34%	89.29%	92.04%	91.06%	92.88%	88.39%	85.84%	82.61%	82.14%	87.48%	83%
- Information screens	84%	77.75%	77.88%	78.57%	69.26%	83.64%	83.33%	89.37%	77.53%	79.09%	75.11%	77.48%	78.54%	70.67%	74.77%	83%
- Announcements	96%	92.81%	100.00%	98.51%	93.75%	98.51%	92.38%	98.01%	97.03%	99.50%	96.10%	98.51%	96.08%	97.52%	96.08%	83%
- Wi-Fi	94%	97.14%	95.54%	96.98%	92.34%	96.97%	98.01%	98.99%	98.00%	97.98%	99.50%	97.47%	96.98%	94.69%	93.63%	83%
- Posters and frames	63%	61.19%	98.01%	83.71%	88.43%	88.43%	82.22%	81.17%	90.48%	93.72%	89.00%	88.37%	77.02%	72.61%	81.61%	83%
- Disruption info	87%	81.68%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	N/A	66.67%	66.67%	N/A	100.00%	83%
Total	86%	87.52%	93.82%	91.18%	91.11%	93.67%	92.08%	93.91%	91.41%	93.07%	91.96%	90.47%	88.82%	87.21%	89.19%

Customer Service

Customer Service	Year 5 Average	Year 6 Average	P1	P2	P3	P4	P5	P6	P7	P8	P9	P10	P11	P12	P13	Benchmark
Staff Helpfulness	92%	96.20%	94.80%	91.39%	96.25%	88.83%	95.81%	96.91%	95.94%	96.00%	95.98%	98.00%	99.00%	97.00%	99.00%	93%
- Stations	90%	93.65%	95.00%	91.67%	92.50%	86.00%	94.00%	96.00%	94.00%	96.00%	97.96%	98.00%	98.00%	96.00%	98.00%	93%
- Trains	94%	98.75%	94.59%	91.11%	100.00%	91.67%	97.62%	97.83%	97.87%	96.00%	94.00%	98.00%	100.00%	98.00%	100.00%	93%
Online Information	95%	98.85%	100.00%	100.00%	98.50%	100.00%	100.00%	100.00%	100.00%	98.50%	97.00%	100.00%	100.00%	100.00%	100.00%	95%
- Social Media	91%	96.15%	100.00%	100.00%	95.00%	100.00%	100.00%	100.00%	100.00%	95.00%	90.00%	100.00%	100.00%	100.00%	100.00%	95%
- Info & Contact	97%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	95%
Total	93%	97.53%	97.40%	95.69%	97.38%	94.42%	97.91%	98.46%	97.97%	97.25%	96.49%	99.00%	99.50%	98.50%	99.50%

2023/2024

Stations

STATIONS	Year 4 Average	Year 5 Average	P1	P2	P3	P4	P5	P6	P7	P8	P9	P10	P11	P12	P13	Pass Rate	Benchmark
Ambience & Assets	72%	73%	69.57%	71.64%	78.00%	74.86%	81.09%	81.43%	73.99%	76.94%	71.89%	79.97%	75.74%	78.93%	83.27%	76.72%	72%
- Lighting	97%	93%	77.50%	86.49%	89.74%	97.22%	91.43%	93.94%	100.00%	96.97%	82.05%	88.89%	94.74%	87.80%	97.14%	91.07%	72%
- Seating	55%	61%	68.66%	64.41%	82.69%	80.36%	82.35%	86.27%	88.46%	88.00%	85.45%	90.74%	91.67%	94.12%	88.46%	83.97%	72%
- Shelters / Canopies	81%	78%	78.33%	75.00%	83.64%	77.59%	79.25%	77.78%	77.78%	71.93%	70.69%	82.46%	77.78%	78.00%	79.66%	77.68%	72%
- Lifts / Escalators / Ramps	90%	87%	80.85%	83.33%	89.58%	90.24%	78.57%	93.18%	68.75%	81.82%	77.55%	97.44%	83.72%	72.55%	80.00%	82.89%	72%
- Toilet operation	53%	56%	52.63%	56.52%	56.00%	45.45%	83.33%	66.67%	40.91%	47.37%	44.00%	45.45%	35.00%	63.64%	71.43%	54.49%	72%
- Car / Cycle Parking	64%	64%	48.05%	58.33%	62.12%	57.38%	63.33%	69.84%	67.21%	74.58%	65.52%	74.14%	70.69%	67.24%	79.66%	66.01%	72%
- Vegetation	88%	90%	100.00%	98.00%	92.00%	84.00%	84.62%	86.54%	88.24%	96.00%	98.04%	100.00%	98.00%	98.04%	96.08%	93.81%	72%
Cleanliness	64%	62%	57.16%	65.64%	61.99%	64.78%	68.72%	61.26%	73.84%	77.55%	63.13%	67.45%	73.46%	66.63%	65.45%	66.70%	63%
- General cleanliness	81%	75%	63.49%	70.49%	71.19%	66.67%	65.08%	70.69%	84.91%	83.93%	83.64%	76.67%	83.93%	81.82%	83.64%	75.86%	63%
- Toilet cleanliness	89%	86%	100.00%	100.00%	68.18%	91.67%	100.00%	80.00%	66.67%	100.00%	47.83%	100.00%	100.00%	82.35%	75.00%	85.51%	63%
- Litter	47%	53%	45.57%	59.42%	66.13%	62.50%	74.55%	55.07%	81.48%	75.00%	63.49%	55.71%	63.49%	52.94%	53.62%	62.23%	63%
- Graffiti & Etching	38%	31%	22.22%	33.33%	35.80%	38.46%	34.18%	37.66%	52.94%	49.33%	47.14%	38.67%	46.15%	48.65%	46.38%	40.84%	63%
Information	66%	68%	70.51%	71.26%	72.91%	73.01%	76.64%	70.53%	63.18%	80.17%	75.14%	69.09%	72.87%	66.90%	57.80%	70.77%	71%
- CIS / Displays	76%	78%	74.14%	67.21%	74.58%	64.52%	81.13%	75.00%	53.52%	95.83%	83.33%	57.97%	72.41%	74.58%	63.64%	72.14%	71%
- Help points	42%	41%	32.91%	41.33%	34.21%	38.36%	35.21%	39.44%	25.00%	38.89%	28.21%	30.67%	24.05%	20.22%	20.48%	31.46%	71%
- Posters and frames	45%	56%	56.16%	75.86%	76.79%	69.64%	73.21%	69.49%	86.79%	61.90%	78.95%	65.15%	75.86%	73.21%	81.48%	72.65%	71%
- Public Address system	86%	85%	93.88%	82.35%	79.25%	94.12%	90.48%	85.42%	82.69%	93.33%	82.35%	83.33%	84.78%	54.84%	59.68%	82.04%	71%
- Signage & Information	65%	63%	56.94%	58.46%	70.00%	67.24%	73.68%	72.41%	77.78%	81.48%	72.88%	76.36%	76.27%	80.00%	68.97%	71.73%	71%
- Information during delays	90%	93%	100.00%	100.00%	100.00%	100.00%	100.00%	75.00%	50.00%	100.00%	100.00%	100.00%	100.00%	100.00%	50.00%	90.38%	71%
Ticketing & Staffing	89%	85%	84.08%	93.04%	94.09%	87.86%	89.13%	82.71%	83.61%	84.86%	85.93%	82.95%	82.79%	95.15%	91.17%	87.49%	86%
- Ticket vending machines	77%	69%	82.14%	91.84%	76.36%	90.00%	85.11%	61.29%	81.48%	91.30%	81.48%	66.07%	79.17%	84.31%	87.50%	81.39%	86%
- Ticket office	85%	80%	74.19%	90.00%	100.00%	83.33%	85.71%	82.61%	76.47%	74.07%	80.77%	85.71%	72.00%	96.30%	85.19%	83.57%	86%
- Staff presence	94%	93%	80.00%	90.32%	100.00%	78.13%	85.71%	86.96%	76.47%	74.07%	81.48%	80.00%	80.00%	100.00%	92.00%	85.01%	86%
- Ticket gates	100%	100%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	86%
Total	73%	72%	70.33%	75.40%	76.75%	75.13%	78.90%	73.98%	73.66%	79.88%	74.02%	74.87%	76.22%	76.90%	74.42%	75.42%	73%

Trains

FLEET	Year 4 Average	Year 5 Average	P1	P2	P3	P4	P5	P6	P7	P8	P9	P10	P11	P12	P13	Pass Rate	Benchmark
Ambience	82%	82%	83.08%	85.17%	85.41%	88.22%	78.49%	82.75%	85.08%	87.78%	87.55%	87.45%	89.69%	92.11%	93.23%	86.62%	82%
- Heating & Lighting	76%	82%	85.45%	85.91%	86.11%	82.43%	77.41%	85.25%	91.83%	87.56%	89.10%	91.04%	88.04%	89.57%	90.43%	86.93%	82%
- Seating	92%	95%	97.03%	94.55%	93.75%	97.52%	95.15%	95.61%	96.62%	96.57%	96.55%	94.20%	97.56%	99.00%	100.00%	96.47%	82%
- Vehicle interior	93%	93%	92.68%	93.69%	92.72%	96.04%	88.26%	85.25%	86.88%	94.63%	95.10%	93.69%	97.52%	96.10%	95.07%	92.90%	82%
- Accessibility	90%	92%	91.98%	96.57%	94.23%	97.06%	95.63%	97.06%	98.02%	98.51%	99.50%	97.06%	95.63%	94.23%	100.00%	96.58%	82%
- Toilet operation	60%	48%	49.17%	56.07%	60.87%	68.69%	39.57%	56.10%	57.28%	63.10%	58.95%	62.22%	69.23%	81.93%	83.12%	62.02%	82%
Cleanliness	93%	93%	95.53%	91.80%	93.64%	95.10%	95.83%	95.29%	95.08%	95.34%	96.47%	94.86%	97.47%	94.28%	95.13%	95.06%	92%
- Exterior cleanliness	98%	98%	99.50%	99.00%	98.01%	100.00%	100.00%	99.00%	100.00%	100.00%	99.50%	100.00%	99.50%	100.00%	100.00%	99.58%	92%
- Interior cleanliness	85%	88%	94.53%	86.51%	94.66%	91.43%	94.09%	98.51%	91.00%	96.04%	96.08%	91.00%	96.55%	94.66%	94.63%	93.82%	92%
- Graffiti & Etching	92%	91%	94.03%	91.04%	88.73%	91.18%	90.00%	92.50%	91.54%	92.50%	92.08%	92.04%	93.03%	92.04%	91.09%	91.68%	92%
- Litter	96%	94%	93.50%	88.37%	90.19%	95.02%	98.01%	90.05%	95.10%	89.15%	95.54%	96.57%	99.00%	92.72%	91.26%	93.42%	92%
- Toilet cleanliness	92%	94%	97.33%	97.18%	97.44%	100.00%	98.53%	96.51%	100.00%	100.00%	100.00%	96.97%	100.00%	93.33%	100.00%	98.25%	92%
Information	84%	83%	73.56%	79.54%	70.94%	71.37%	76.64%	67.59%	82.35%	88.20%	86.57%	86.47%	89.22%	87.75%	91.08%	80.87%	83%
- Information screens	86%	84%	79.65%	82.43%	74.90%	52.61%	75.83%	76.60%	79.56%	84.40%	82.27%	78.32%	85.92%	73.89%	84.40%	77.75%	83%
- Announcements	95%	96%	97.06%	91.04%	85.14%	55.56%	99.50%	100.00%	100.00%	97.06%	98.51%	92.86%	98.02%	98.02%	93.75%	92.81%	83%
- Wi-Fi	96%	94%	95.61%	95.15%	98.02%	98.99%	91.08%	99.50%	98.00%	97.00%	98.00%	98.99%	98.48%	97.49%	96.53%	97.14%	83%
- Posters and frames	63%	63%	41.77%	46.62%	40.65%	53.00%	34.78%	53.95%	62.64%	72.54%	66.28%	75.11%	73.55%	86.98%	87.56%	61.19%	83%
- Disruption info	92%	87%	62.50%	100.00%	N/A	56.00%	100.00%	0.00%	80.00%	100.00%	100.00%	100.00%	100.00%	N/A	100.00%	81.68%	83%
Total	86%	86%	84.06%	85.50%	83.33%	84.90%	83.65%	81.88%	87.50%	90.44%	90.20%	89.59%	92.13%	91.38%	93.15%	87.52%	86%

Customer Service

Customer Service	Year 4 Average	Year 5 Average	P1	P2	P3	P4	P5	P6	P7	P8	P9	P10	P11	P12	P13	Pass Rate	Benchmark
Staff Helpfulness	84%	92%	98.84%	95.70%	95.23%	97.56%	95.35%	92.71%	97.32%	95.12%	98.84%	94.87%	96.43%	97.44%	95.24%	96.20%	90%
- Stations	82%	90%	97.67%	95.74%	92.68%	95.12%	90.70%	87.80%	96.97%	90.24%	97.67%	92.31%	92.86%	94.87%	92.86%	93.65%	90%
- Trains	86%	94%	100.00%	95.65%	97.78%	100.00%	100.00%	97.62%	97.67%	100.00%	100.00%	97.44%	100.00%	100.00%	97.62%	98.75%	90%
Online Information	88%	95%	98.50%	98.50%	98.50%	98.50%	97.00%	98.50%	100.00%	100.00%	97.00%	100.00%	100.00%	98.50%	100.00%	98.85%	95%
- Social Media	85%	91%	95.00%	95.00%	95.00%	95.00%	90.00%	95.00%	100.00%	100.00%	90.00%	100.00%	100.00%	95.00%	100.00%	96.15%	95%
- Info & Contact	89%	97%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	100.00%	95%
Total	80%	93%	98.67%	97.10%	96.87%	98.03%	96.18%	95.61%	98.66%	97.56%	97.92%	97.44%	98.22%	97.97%	97.62%	97.53%	93%