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 10 Period 11 Period 12 Benchmark 22/23 Pass Rate
Ambience & Assets 79.57 75.74 77.00 72% 73%
Lighting 88.89 94.74 87.80 - 93%
Seating 90.74 91.67 94.12 - 61%
Shelters/canopies 82.46 77.78 72.22 - 78%
Lifts, escalators & ramps 97.44 83.72 72.55 - 87%
Toilet operation 43.48 35.00 58.33 - 56%
Car / Cycle Parking 74.14 70.69 67.24 - 64%
Vegetation 100.00 98.00 98.04 - 90%
Cleanliness 67.45 73.46 66.63 63% 62%
General cleanliness 76.67 83.93 81.82 - 75%
Toilet cleanliness 100.00 100.00 82.35 - 86%
Litter 55.71 63.49 52.94 - 53%
Etching & graffiti 38.67 46.15 48.65 - 31%
Information 69.09 72.87 66.90 71% 68%
Customer information screens/displays 57.97 72.41 74.58 - 78%
Help points 30.67 24.05 20.22 - 41%
Posters and frames 65.15 75.86 73.21 - 56%
Public Address system 83.33 84.78 54.84 - 85%
Signage 76.36 76.27 80.00 - 63%
Information during delays 100.00 100.00 100.00 - 93%
Ticketing and staff 79.05 77.55 87.50 86% 85%
Ticket vending machines 66.07 79.17 84.31 - 69%
Ticket office 77.42 62.07 83.87 - 80%
Staff presence 72.73 68.97 81.82 - 93%
Ticket gates 100.00 100.00 100.00 - 100%
Total 73.79 74.90 74.51 - 72%

Fleet Performance

Fleet Period 10 Period 11 Period 12 Benchmark 22/23 Pass Rate
Ambience 87.45 89.69 92.11 82% 82%
Heating & lighting 91.04 88.04 89.57 - 82%
Seating 94.20 97.56 99.00 - 95%
Vehicle interior condition 93.69 97.52 96.10 - 93%
Accessibility 97.06 95.63 94.23 - 92%
Toilet operation (if applicable) 62.22 69.23 81.93 - 48%
Cleanliness 94.86 97.47 94.28 92% 93%
Exterior cleanliness 100.00 99.50 100.00 - 98%
Interior cleanliness 91.00 96.55 94.66 - 88%
Etching & graffiti 92.04 93.03 92.04 - 91%
Litter 96.57 99.00 92.72 - 94%
Toilet cleanliness 96.97 100.00 93.33 - 94%
Information overall 86.47 89.22 87.75 83% 83%
Customer information displays 78.32 85.92 73.89 - 84%
Announcements 92.86 98.02 98.02 - 96%
WiFi 98.99 98.48 97.49 - 94%
Poster and frames incl. maps, timetables etc. 75.11 73.55 86.98 - 63%
Information at times of disruption 100.00 100.00 N/A - 87%
Total 89.59 92.13 91.38 86%

Customer Service Performance

Customer Service Period 10 Period 11 Period 12 Benchmark 22/23 Pass Rate
Staff Helpfulness 94.87 96.43 97.44 90% 92%
Online Information 100.00 100.00 98.50 95% 95%