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 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 02 Period 03 Period 04 Benchmark 21/22 Pass Rate
Ambience & Assets 79% 65% 71% 85% 72%
Lighting 100% 94% 100% - 97%
Seating 56% 52% 54% - 55%
Shelters/canopies 83% 73% 76% - 81%
Lifts, escalators & ramps 95% 83% 100% - 90%
Toilet operation 77% 32% 42% - 53%
Car / Cycle Parking 65% 68% 58% - 64%
Vegetation 87% 88% 84% - 88%
Cleanliness 65% 52% 55% 70% 64%
General cleanliness 79% 60% 70% - 81%
Toilet cleanliness 88% 90% 88% - 89%
Litter 59% 40% 40% - 47%
Etching & graffiti 30% 21% 21% - 38%
Information 71% 68% 66% 81% 66%
Customer information screens/displays 70% 81% 74% - 76%
Help points 48% 49% 28% - 42%
Posters and frames 63% 43% 58% - 45%
Public Address system 87% 75% 88% - 86%
Signage 68% 66% 61% - 65%
Information during delays 100% 100% 100% - 90%
Ticketing and staff 95% 82% 89% 85% 89%
Ticket vending machines 83% 81% 78% - 77%
Ticket office 96% 67% 76% - 85%
Staff presence 100% 81% 100% - 94%
Ticket gates 100% 100% 100% - 100%
Total 78% 67% 70% - 73%

Fleet Performance

Fleet Period 02 Period 03 Period 04 Benchmark 21/22 Pass Rate
Ambience 77% 80% 81% 75% 82%
Heating & lighting 71% 73% 75% - 76%
Seating 89% 98% 98% - 92%
Vehicle interior condition 91% 92% 91% - 93%
Accessibility 91% 88% 91% - 90%
Toilet operation (if applicable) 42% 48% 50% - 60%
Cleanliness 89% 85% 91% 84% 93%
Exterior cleanliness 99% 98% 100% - 98%
Interior cleanliness 78% 69% 81% - 85%
Etching & graffiti 89% 83% 88% - 92%
Litter 91% 90% 95% - 96%
Toilet cleanliness 94% 94% 95% - 92%
Information overall 81% 75% 82% 82% 84%
Customer information displays 92% 84% 73% - 86%
Announcements 97% 98% 99% - 95%
WiFi 98% 93% 96% - 96%
Poster and frames incl. maps, timetables etc. 63% 48% 60% - 63%
Information at times of disruption 54% 56% 100% - 92%
Total 82% 80% 85% 86%

Customer Service Performance

Customer Service Period 02 Period 03 Period 04 Benchmark 21/22 Pass Rate
Staff Helpfulness 97% 84% 86% 80% 84%
Online Information 88% 91% 100% 90% 88%