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 West Midlands area. Due to the impact of Covid-19, our SQR was temporarily suspended however, our new and improved regime resumed on 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.
* First 3 columns contain the scores for the last 3 periods, 4th column is our benchmark target set by the DfT, and the final column is our Annual Pass Rate for the previous year.
Station Performance
| Stations | Period 11 | Period 12 | Period 13 | Benchmark | 22/23 Pass Rate | |
|---|---|---|---|---|---|---|
| Ambience & Assets | 75.74 | 77.00 | 82.32 | 72% | 73% | |
| Lighting | 94.74 | 87.80 | 97.14 | - | 93% | |
| Seating | 91.67 | 94.12 | 88.46 | - | 61% | |
| Shelters/canopies | 77.78 | 72.22 | 79.66 | - | 78% | |
| Lifts, escalators & ramps | 83.72 | 72.55 | 80.00 | - | 87% | |
| Toilet operation | 35.00 | 58.33 | 66.67 | - | 56% | |
| Car / Cycle Parking | 70.69 | 67.24 | 79.66 | - | 64% | |
| Vegetation | 98.00 | 98.04 | 96.08 | - | 90% | |
| Cleanliness | 73.46 | 66.63 | 65.45 | 63% | 62% | |
| General cleanliness | 83.93 | 81.82 | 83.64 | - | 75% | |
| Toilet cleanliness | 100.00 | 82.35 | 75.00 | - | 86% | |
| Litter | 63.49 | 52.94 | 53.62 | - | 53% | |
| Etching & graffiti | 46.15 | 48.65 | 46.38 | - | 31% | |
| Information | 72.87 | 66.90 | 57.80 | 71% | 68% | |
| Customer information screens/displays | 72.41 | 74.58 | 63.64 | - | 78% | |
| Help points | 24.05 | 20.22 | 20.48 | - | 41% | |
| Posters and frames | 75.86 | 73.21 | 81.48 | - | 56% | |
| Public Address system | 84.78 | 54.84 | 59.68 | - | 85% | |
| Signage | 76.27 | 80.00 | 68.97 | - | 63% | |
| Information during delays | 100.00 | 100.00 | 50.00 | - | 93% | |
| Ticketing and staff | 77.55 | 87.50 | 88.82 | 86% | 85% | |
| Ticket vending machines | 79.17 | 84.31 | 87.50 | - | 69% | |
| Ticket office | 62.07 | 83.87 | 79.31 | - | 80% | |
| Staff presence | 68.97 | 81.82 | 88.46 | - | 93% | |
| Ticket gates | 100.00 | 100.00 | 100.00 | - | 100% | |
| Total | 74.90 | 74.51 | 73.60 | - | 72% |
Fleet Performance
| Fleet | Period 11 | Period 12 | Period 13 | Benchmark | 22/23 Pass Rate | |
|---|---|---|---|---|---|---|
| Ambience | 89.69 | 92.11 | 93.23 | 82% | 82% | |
| Heating & lighting | 88.04 | 89.57 | 90.43 | - | 82% | |
| Seating | 97.56 | 99.00 | 100.00 | - | 95% | |
| Vehicle interior condition | 97.52 | 96.10 | 95.07 | - | 93% | |
| Accessibility | 95.63 | 94.23 | 100.00 | - | 92% | |
| Toilet operation (if applicable) | 69.23 | 81.93 | 83.12 | - | 48% | |
| Cleanliness | 97.47 | 94.28 | 95.13 | 92% | 93% | |
| Exterior cleanliness | 99.50 | 100.00 | 100.00 | - | 98% | |
| Interior cleanliness | 96.55 | 94.66 | 94.63 | - | 88% | |
| Etching & graffiti | 93.03 | 92.04 | 91.09 | - | 91% | |
| Litter | 99.00 | 92.72 | 91.26 | - | 94% | |
| Toilet cleanliness | 100.00 | 93.33 | 100.00 | - | 94% | |
| Information overall | 89.22 | 87.75 | 91.08 | 83% | 83% | |
| Customer information displays | 85.92 | 73.89 | 84.40 | - | 84% | |
| Announcements | 98.02 | 98.02 | 93.75 | - | 96% | |
| WiFi | 98.48 | 97.49 | 96.53 | - | 94% | |
| Poster and frames incl. maps, timetables etc. | 73.55 | 86.98 | 87.56 | - | 63% | |
| Information at times of disruption | 100.00 | N/A | 100.00 | - | 87% | |
| Total | 92.13 | 91.38 | 93.15 | 86% |
Customer Service Performance
| Customer Service | Period 11 | Period 12 | Period 13 | Benchmark | 22/23 Pass Rate | |
|---|---|---|---|---|---|---|
| Staff Helpfulness | 96.43 | 97.44 | 95.24 | 90% | 92% | |
| Online Information | 100.00 | 98.50 | 100.00 | 95% | 95% |