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 05 Target
Ambience overall 89% 94%
Lighting 100% -
Seating 65% -
Shelters/canopies 95% -
Landscaping and vegetation 85% -
Toilet operation 85% -
Security 100% -
Maintenance overall 91% 97%
Winterisation 100% -
Hazardous damage 92%
Access routes 100% -
Car parking 76% -
Cycle parking 88% -
Cleanliness overall 53% 90%
General cleanliness 37% -
Toilet cleanliness 85% -
Graffiti 50% -
Etching 33% -
Litter 55% -
Information overall 87% 95%
Customer information screens/displays 92% -
Help points 77% -
Posters and frames 87% -
Multi-modal information 100% -
Public Address system 93% -
Signage 60% -
Leaflets 97% -
Information during delays 89% -
Ticketing and staff overall 95% 94%
Ticket vending machines 86% -
Ticket gates 100% -
Staff presence 98% -
Ticket office 94% -
Total 83% -

Fleet Performance

Fleet Period 05 Target
Ambience overall 73% 70%
Lighting 83% -
Vehicle interior condition 65% -
Toilet operation (if applicable) 71% -
Cleanliness overall 90% 90%
Exterior cleanliness 100% -
Graffiti 86% -
Etching 81% -
Interior cleanliness 91% -
Litter 98% -
Toilet cleanliness 84% -
Information overall 83% 89%
Customer information displays and announcements 88% -
WiFi 70% -
Poster and frames including maps, timetables, safety information 63% -
Information at times of disruption 92% -
Customer service overall 98% 92%
Staff Visibility 98% -
Total 86%

Customer Service Performance

Customer Service Period 05 Target
Technology 93% 95%
Information & Contact 77% 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%