Service Quality Report
Our Service Quality Report gives you an overview of several key processes we have in place to improve our customer experience and our performance.
How we're improving our service
As part of our commitment to providing exemplary customer service, independent auditors conduct Service Quality Regime (SQR) audits on our trains, at our stations and on our website and social media platforms.
These audits consider the facilities available to you (e.g. how clean our trains and stations are) and your interactions with our colleagues (e.g. how good our customer service is).
How we're doing
Every four weeks, we update this page with our latest SQR results below. We compare our scores alongside the benchmarks the Department for Transport set to help us focus on areas that need improvement to enhance your experience with us.
Updated 12 April 2024.
| Service Quality Area | Benchmark 23/24 | Period 1: 1 to 29 April 2023 | Period 2: 30 April to 27 May 2023 | Period 3: 28 May to 24 June 2023 | Period 4: 25 June to 22 July 2023 | Period 5: 23 July to 19 August 2023 | Period 6: 20 August to 16 September 2023 | Period 7: 17 September to 14 October 2023 | Period 8: 15 October to 11 November 2023 | Period 9: 12 November to 9 December 2023 | Period 10: 10 December 2023 to 6 January 2024 | Period 11: 7 January to 3 February 2024 | Period 12: 4 February to 2 March 2024 | Period 13: 3 to 31 March 2024 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Station Ambience & Assets |
80% |
78.42% |
86.71% |
84.62% |
79.44% |
76.25% |
81.08% |
86.69% |
77.03% |
81.39% |
75.91% |
84.68% |
86.17% |
86.81% |
| Station Cleanliness & Graffiti |
77% |
83.01% |
80.73% |
86.24% |
88.32% |
83.69% |
89.20% |
92.57% |
87.39% |
87.20% |
87.09% |
92.41% |
86.56% |
87.77% |
| Station Information |
83% |
86.84% |
87.29% |
90.38% |
87.85% |
85.65% |
89.65% |
92.60% |
85.52% |
85.89% |
84.32% |
83.91% |
88.92% |
85.10% |
| Station Ticketing & Staffing |
88% |
76.99% |
88.41% |
85.71% |
75.14% |
85.85% |
82.31% |
84.32% |
79.82% |
81.44% |
73.83% |
91.25% |
84.39% |
82.68% |
| Train Ambience & Assets |
90% |
92.84% |
90.82% |
94.51% |
93.89% |
88.33% |
92.59% |
93.58% |
91.99% |
93.07% |
90.93% |
92.00% |
92.07% |
91.84% |
| Train Cleanliness & Graffiti |
84% |
89.72% |
87.92% |
85.60% |
85.00% |
82.74% |
92.45% |
94.05% |
91.36% |
91.36% |
93.95% |
94.22% |
96.76% |
93.68% |
| Train Information |
89% |
93.54% |
91.66% |
91.47% |
94.95% |
96.15% |
94.64% |
96.37% |
93.32% |
96.11% |
95.29% |
96.17% |
93.41% |
94.70% |
| Customer Service: Staff Helpfulness |
90% |
88.99% |
95.35% |
95.35% |
91.37% |
96.63% |
97.92% |
98.81% |
97.73% |
97.44% |
98.84% |
96.43% |
97.62% |
100% |
| Customer Service: Online Information | 89% |
79.00% |
93.00% |
91.50% |
83.00% |
100.00% |
100.00% |
100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100% |