Service Quality
Northern is adapting its current Service Quality Regime in line with other Train Operating Companies. This may result in a larger variation in results from Period 1 onwards.
We want to provide a quality product that you, our customers should receive each and every day. To do this we audit our trains and stations through the eyes of our customers.
We will do this for the duration of our franchise and aim to meet the below benchmarks for both stations and trains. These benchmarks are based on what our customers say are important to them.
Rail Year 2025
| Component | Area | Benchmark 2024/25 | 2024/P1 | 2024/p2 | 2024/P3 | 2024/P4 | 2024/P5 | 2024/P6 | 2024/P7 | 2024/P8 |
|---|---|---|---|---|---|---|---|---|---|---|
| 01/04/24 | 28/04/24 | 26/05/24 | 23/06/24 | 21/07/24 | 18/08/24 | 15/09/24 | 13/10/24 | |||
| 27/04/24 | 25/05/24 | 22/06/24 | 20/07/24 | 17/08/24 | 14/09/24 | 12/10/24 | 09/11/24 | |||
| Station | Ambience and Assets | 77% | 76.06% | 71.02% | 76.84% | 75.91% | 81.34% | 70.62% | 73.91% | 75.96% |
| Cleanliness and Graffiti | 75% | 72.39% | 66.56% | 72.45% | 75.28% | 73.20% | 85.00% | 73.27% | 73.93% | |
| Information | 70% | 63.29% | 64.86% | 65.47% | 64.23% | 65.22% | 64.66% | 65.91% | 60.11% | |
| Ticketing & Staffing | 88% | 77.45% | 77.84% | 86.54% | 87.63% | 82.55% | 82.45% | 78.14% | 86.66% | |
| Trains | Ambience and Assets | 82% | 79.03% | 81.22% | 81.74% | 79.09% | 80.39% | 80.09% | 79.55% | 80.06% |
| Cleanliness and Graffiti | 88% | 84.65% | 86.10% | 87.30% | 88.69% | 86.76% | 86.76% | 87.44% | 85.54% | |
| Information | 83% | 80.27% | 80.29% | 81.58% | 78.29% | 80.78% | 78.05% | 76.29% | 79.34% | |
| Customer Service | Staff Helpfulness | 80% | 82.14% | 76.63% | 80.00% | 76.13% | 79.38% | 81.13% | 88.00% | 92.88% |
| Online Information | 76% | 83.88% | 82.34% | 82.14% | 87.90% | 91.47% | 91.47% | 91.47% | 87.90% | |
Rail Year 2024
| Component | Area | Benchmark 2023/24 | 2024/P1 | 2024/P2 | 2024/P3 | 2024/P4 | 2024/P5 | 2024/P6 |
|---|---|---|---|---|---|---|---|---|
| 01/04/23 | 30/04/23 | 25/05/23 | 25/06/23 | 23/07/23 | 20/08/23 | |||
| 09/04/23 | 27/05/23 | 24/06/23 | 22/07/23 | 19/08/23 | 16/09/23 | |||
| Station | Ambience and Assets | 81% | 74.77% | 71.90% | 73.63% | 78.96% | 72.62% | 71.61% |
| Cleanliness and Graffiti | 75% | 71.44% | 78.21% | 77.16% | 77.00% | 73.68% | 71.36% | |
| Information | 70% | 59.19% | 51.77% | 51.57% | 49.04% | 48.90% | 50.37% | |
| Ticketing & Staffing | 93% | 84.14% | 91.24% | 85.93% | 67.89% | 88.67% | 83.42% | |
| Trains | Ambience and Assets | 84% | 77.84% | 75.52% | 77.10% | 77.39% | 77.38% | 80.92% |
| Cleanliness and Graffiti | 84% | 84.21% | 83.02% | 84.31% | 86.28% | 87.42% | 89.05% | |
| Information | 83% | 74.43% | 73.55% | 68.16% | 76.35% | 75.36% | 75.98% | |
| Customer Service | Staff Helpfulness | 78.50% | 78.38% | 62.25% | 81.75% | 73.23% | 73.79% | |
| Online Information | 59.72% | 54.37% | 59.33% | 55.36% | 56.30% | 59.72% | ||
| Component | Area | Benchmark 2023/24 | 2024/P7 | 2024/P8 | 2024/P9 | 2024/P10 | 2024/P11 | 2024/P12 | 2024/P13 |
|---|---|---|---|---|---|---|---|---|---|
| 17/09/23 | 15/10/23 | 12/11/23 | 10/12/23 | 07/01/24 | 04/02/24 | 03/03/24 | |||
| 14/10/23 | 11/11/23 | 09/12/23 | 06/01/24 | 03/02/24 | 02/03/24 | 30/04/24 | |||
| Station | Ambience and Assets | 81% | 73.45% | 72.13% | 73.74% | 76.79% | 71.54% | 67.33% | 73.90% |
| Cleanliness and Graffiti | 75% | 77.91% | 73.36% | 72.95% | 74.02% | 78.38% | 57.88% | 75.51% | |
| Information | 70% | 55.83% | 54.63% | 56.17% | 57.99% | 59.60% | 54.95% | 56.42% | |
| Ticketing & Staffing | 93% | 89.02% | 82.47% | 79.68% | 81.65% | 89.66% | 81.99% | 89.60% | |
| Trains | Ambience and Assets | 84% | 75.54% | 76.03% | 79.96% | 79.57% | 82.72% | 78.37% | 80.11% |
| Cleanliness and Graffiti | 84% | 89.71% | 87.46% | 87.75% | 87.07% | 86.94% | 84.15% | 86.29% | |
| Information | 83% | 76.98% | 74.55% | 78.44% | 88.37% | 84.58% | 77.45% | 77.32% | |
| Customer Service | Staff Helpfulness | 65.88% | 75.21% | 72.38% | 84.88% | 81.50% | 82.63% | 81.50% | |
| Online Information | 74.01% | 86.51% | 78.47% | 65.15% | 65.71% | 85.71% | 87.90% | ||
End of Year scores
| Rail Year - 2024 | ||
|---|---|---|
| Station | Station Ambience and Assets | 73.06% |
| Station Cleanliness and Graffiti | 73.25% | |
| Station Information | 53.91% | |
| Station Ticketing and Staffing | 83.81% | |
| Trains | Train Ambience and Assets | 78.10% |
| Train Cleanliness and Graffiti | 86.19% | |
| Train Information | 76.21% | |
| Customer Service | Customer Service Staff Helpfulness | 76.25% |
| Customer Service Online Information | 68.40% |
Rail Year 2023
| Component | Area | Benchmark 2022/23 | 2022/P1 | 2022/P2 | 2022/P3 | 2022/P4 | 2022/P5 | 2022/P6 |
|---|---|---|---|---|---|---|---|---|
| 01/04/22 | 01/05/22 | 29/05/22 | 25/06/22 | 24/07/22 | 21/08/22 | |||
| 30/04/22 | 28/05/22 | 25/06/22 | 23/07/22 | 20/08/22 | 17/09/22 | |||
| Station | Ambience and Assets | 81% | 83.13% | 81.99% | 77.95% | 77.92% | 75.14% | 82.61% |
| Cleanliness and Graffiti | 75% | 71.02% | 66.02% | 68.69% | 71.48% | 72.66% | 79.86% | |
| Information | 70% | 61.10% | 54.72% | 50.21% | 51.85% | 52.74% | 55.79% | |
| Ticketing & Staffing | 93% | 83.31% | 90.39% | 94.19% | 92.40% | 98.00% | 93.07% | |
| Trains | Ambience and Assets | 84% | 87.44% | 85.53% | 79.50% | 83.31% | 83.52% | 83.60% |
| Cleanliness and Graffiti | 84% | 84.99% | 83.53% | 77.54% | 82.14% | 85.20% | 87.68% | |
| Information | 83% | 61.19% | 54.23% | 55.32% | 46.54% | 46.86% | 54.73% | |
| Customer Service | Staff Helpfulness | 73.82% | 73.85% | 81.67% | 73.06% | 75.25% | 81.50% | |
| Online Information | 47.22% | 48.65% | 48.57% | 43.06% | 50.00% | 45.83% | ||
| Component | Area | Benchmark 2022/23 | 2022/P7 | 2022/P8 | 2022/P9 | 2022/P10 | 2023/P11 | 2023/P12 | 2023/P13 |
|---|---|---|---|---|---|---|---|---|---|
| 18/09/22 | 16/10/22 | 13/11/22 | 11/12/22 | 08/01/23 | 05/02/23 | 05/03/23 | |||
| 15/10/22 | 12/11/22 | 10/12/22 | 07/01/23 | 04/02/23 | 04/03/23 | 31/03/23 | |||
| Station | Ambience and Assets | 81% | 79.88% | 75.59% | 81.97% | 79.98% | 73.15% | 84.15% | |
| Cleanliness and Graffiti | 75% | 74.55% | 77.13% | 75.70% | 86.79% | 78.50% | 79.38% | ||
| Information | 70% | 54.59% | 52.72% | 52.25% | 61.84% | 54.21% | 59.58% | ||
| Ticketing & Staffing | 93% | 92.94% | 89.67% | 92.10% | 88.12% | 87.37% | 94.64% | ||
| Trains | Ambience and Assets | 84% | 85.62% | 84.90% | 84.94% | 81.38% | 82.65% | 81.12% | 78.59% |
| Cleanliness and Graffiti | 84% | 89.62% | 88.68% | 86.24% | 91.04% | 87.66% | 84.24% | 85.56% | |
| Information | 83% | 47.60% | 50.53% | 51.88% | 39.47% | 53.73% | 67.11% | 67.24% | |
| Customer Service | Staff Helpfulness | 80.19% | 78.48% | 79.00% | 76.46% | 80.63% | 80.38% | 82.13% | |
| Online Information | 47.22% | 47.22% | 48.61% | 47.14% | 41.67% | 48.61% | 50.00% | ||
End of Year scores
| Rail Year - 2023 | ||
|---|---|---|
| Station | Station Ambience and Assets | 78.62% |
| Station Cleanliness and Graffiti | 75.04% | |
| Station Information | 54.12% | |
| Station Ticketing and Staffing | 90.72% | |
| Trains | Train Ambience and Assets | 83.27% |
| Train Cleanliness and Graffiti | 85.84% | |
| Train Information | 51.41% | |
| Customer Service | Customer Service Staff Helpfulness | 78.20% |
| Customer Service Online Information | 47.22% |
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