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 will resume on the 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.

Station Performance

Stations Period 08 Target
Ambience & Assets 74% 85%
Lighting 95% -
Seating 65% -
Shelters/canopies 88% -
Lifts, escalators & ramps 92% -
Toilet operation 37% -
Car / Cycle Parking 81% -
Vegetation 85% -
Cleanliness 76% 70%
General cleanliness 88% -
Toilet cleanliness 91% -
Litter 65% -
Etching & graffiti 60% -
Information 57% 81%
Customer information screens/displays 88% -
Help points 38% -
Posters and frames 55% -
Public Address system 98% -
Signage 62% -
Information during delays 0% -
Ticketing and staff 93% 85%
Ticket vending machines 91% -
Ticket gates 85% -
Staff presence 95% -
Ticket office 100% -
Total 77% -

Fleet Performance

Fleet Period 08 Target
Ambience 86% 75%
Heating & lighting 79% -
Seating 91% -
Vehicle interior condition 96% -
Accessibility 86% -
Toilet operation (if applicable) 75% -
Cleanliness 94% 84%
Exterior cleanliness 99% -
Interior cleanliness 87% -
Etching & graffiti 92% -
Litter 93% -
Toilet cleanliness 95% -
Information overall 88% 82%
Customer information displays 92% -
Announcements 96% -
WiFi 99% -
Poster and frames including maps, timetables, safety information 73% -
Information at times of disruption N/A -
Total 89%

Customer Service Performance

Customer Service Period 08 Target
Staff Helpfulness 88% 80%
Online Information 82% 90%