Service Quality Performance

Service Quality Performance

As part of our continuous improvement and investment work we have recently launched a new Service Quality Regime (SQR) to audit our physical assets and our people on our Branch Lines. This scheme ensures we get the basics right for you, 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 3 Target
Ambience overall 81% 88%
Lighting 95% -
Seating 63% -
Shelters/canopies 93% -
Landscaping and vegetation 63% -
Toilet operation 73% -
Security 100% -
Maintenance overall 88% 92%
Winterisation 100% -
Hazardous damage 75%
Access routes 98% -
Car parking 77% -
Cycle parking 88% -
Cleanliness overall 54% 83%
General cleanliness 38% -
Toilet cleanliness 75% -
Graffiti 53% -
Etching 38% -
Litter 68% -
Information overall 85% 70%
Customer information screens/displays 93% -
Help points 70% -
Posters and frames 70% -
Multi-modal information 98% -
Public Address system 90% -
Signage 75% -
Leaflets 88% -
Information during delays 95% -
Ticketing and staff overall 90% 69%
Ticket vending machines 63% -
Ticket gates 100% -
Staff presence 100% -
Ticket office 97% -
Total 80% -

Fleet Performance

Fleet Period 3 Target
Ambience overall 61% 66%
Lighting 86% -
Vehicle interior condition 43% -
Toilet operation (if applicable) 68% -
Cleanliness overall 87% 76%
Exterior cleanliness 96% -
Graffiti 84% -
Etching 68% -
Interior cleanliness 93% -
Litter 97% -
Toilet cleanliness 84% -
Information overall 67% 44%
Customer information displays and announcements 73% -
WiFi 40% -
Poster and frames including maps, timetables, safety information 61% -
Information at times of disruption 93% -
Customer service overall 83% 50%
Staff Visibility 83% -
Total 76%

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%