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.

Stations results for Sunday 16th September 2018 to Saturday 13th October 2018

Stations Scores by Rail Period
Service Quality Area Service Quality Indicator SQI Weight 18/19-01 18/19-02 18/19-03 18/19-04 18/19-05 18/19-06 18/19-07 All
Ambience Landscaping 20.00% 19.87% 19.38% 19.12% 19.53% 19.60% 19.57% 19.60% 19.53%
Lighting 20.00% 19.79% 19.89% 19.77% 19.83% 19.85% 19.83% 19.85% 19.83%
Seating 20.00% 19.55% 19.63% 19.00% 19.35% 19.47% 19.25% 19.36% 19.37%
Shelter/Canopy 20.00% 19.72% 19.78% 19.56% 19.53% 19.58% 19.44% 19.41% 19.56%
Toilet(s) Operational - Fit for Use 20.00% 19.82% 19.87% 19.74% 19.74% 19.85% 19.61% 19.71% 19.75%
Score 98.75% 98.54% 97.18% 97.97% 98.36% 97.71% 97.91% 98.03%
Cleanliness Cleanliness 30.00% 27.96% 28.55% 27.26% 28.68% 28.59% 28.04% 28.43% 28.25%
Graffiti 20.00% 19.81% 19.78% 19.75% 19.82% 19.85% 19.77% 19.77% 19.79%
Litter 30.00% 29.20% 29.15% 28.67% 29.32% 29.32% 28.88% 28.97% 29.07%
Toilet(s) 20.00% 19.64% 19.54% 19.68% 20.00% 19.84% 19.52% 19.38% 19.65%
Score 96.62% 97.02% 95.36% 97.82% 97.61% 96.21% 96.55% 96.76%
Information CIS 30.00% 29.82% 29.71% 29.12% 29.58% 29.66% 29.84% 29.56% 29.63%
Help Point 15.00% 13.29% 13.51% 13.42% 13.83% 13.69% 13.55% 13.93% 13.63%
Poster and Frames 10.00% 9.84% 9.92% 9.67% 9.89% 9.92% 9.92% 9.90% 9.87%
Public Address 30.00% 29.66% 29.83% 29.99% 29.88% 29.93% 29.96% 30.00% 29.90%
Signs 15.00% 14.61% 14.81% 14.49% 14.87% 14.86% 14.81% 14.82% 14.77%
Score 97.22% 97.77% 96.69% 98.06% 98.06% 98.08% 98.21% 97.80%
Maintenance Car and Cycle Parking 25.00% 24.53% 24.28% 24.32% 24.50% 24.69% 24.58% 24.35% 24.48%
Hazard 25.00% 23.74% 23.78% 23.25% 24.11% 24.25% 24.13% 24.17% 23.97%
Lift 25.00% 24.00% 23.86% 22.73% 23.49% 24.27% 24.75% 25.00% 24.08%
Winterisation 25.00% 25.00% 24.98% 24.98% 25.00% 25.00% 24.99% 25.00% 24.99%
Score 97.27% 96.90% 95.28% 97.10% 98.21% 98.46% 98.53% 97.53%
Ticketing Ticket Buying 100.00% 99.15% 98.91% 97.82% 98.39% 99.70% 98.99% 98.38% 98.82%
Score 99.15% 98.91% 97.82% 98.39% 99.70% 98.99% 98.38% 98.82%

 

Train results for Sunday 16th September 2018 to Saturday 13th October 2018

 

Trains Scores by Rail Period
Service Quality Area Service Quality Indicator SQI Weight 18/19-01 18/19-02 18/19-03 18/19-04 18/19-05 18/19-06 18/19-07 All
Ambience Lighting 33.00% 32.28% 32.69% 32.15% 32.46% 31.41% 32.28% 32.06% 32.20%
Toilet Facilities 33.00% 32.21% 32.61% 32.43% 32.67% 32.37% 32.34% 32.51% 32.46%
Vehicle Interior Condition 34.00% 33.39% 33.79% 33.39% 33.71% 33.45% 33.02% 33.39% 33.46%
Score 97.88% 99.09% 97.97% 98.85% 97.22% 97.65% 97.96% 98.11%
Cleanliness Exterior Cleanliness 10.00% 9.56% 9.92% 9.73% 9.96% 9.53% 9.83% 9.73% 9.76%
Graffiti and Etching 20.00% 19.64% 19.82% 19.84% 19.88% 19.83% 19.76% 19.83% 19.80%
Interior Cleanliness 30.00% 28.86% 29.43% 28.96% 29.73% 29.27% 28.78% 28.87% 29.14%
Litter 20.00% 19.60% 19.95% 19.91% 19.64% 19.14% 19.65% 19.46% 19.62%
Toilet 20.00% 19.76% 19.90% 19.82% 19.84% 19.73% 19.75% 19.82% 19.80%
Score 97.41% 99.02% 98.26% 99.06% 97.49% 97.78% 97.71% 98.13%
Information Customer Information Screens 47.00% 46.62% 47.00% 46.92% 47.00% 45.79% 47.00% 46.05% 46.50%
Mobile Data Coverage 6.00% 6.00% - - - 6.00% 6.00% 6.00% 6.00%
Public Address System 47.00% 46.96% 46.98% 46.79% 46.98% 46.77% 47.00% 46.59% 46.87%
Score 99.58% 99.98% 99.71% 99.98% 98.56% 100.00% 98.64% 99.37%

  

Previous Periods

Stations results for Sunday 16th September 2018 to Saturday 13th October 2018
Stations Scores by Rail Period
Service Quality Area Service Quality Indicator SQI Weight 18/19-01 18/19-02 18/19-03 18/19-04 18/19-05 18/19-06 18/19-07 All
Ambience Landscaping 20.00% 19.87% 19.38% 19.12% 19.53% 19.60% 19.57% 19.60% 19.53%
Lighting 20.00% 19.79% 19.89% 19.77% 19.83% 19.85% 19.83% 19.85% 19.83%
Seating 20.00% 19.55% 19.63% 19.00% 19.35% 19.47% 19.25% 19.36% 19.37%
Shelter/Canopy 20.00% 19.72% 19.78% 19.56% 19.53% 19.58% 19.44% 19.41% 19.56%
Toilet(s) Operational - Fit for Use 20.00% 19.82% 19.87% 19.74% 19.74% 19.85% 19.61% 19.71% 19.75%
Score 98.75% 98.54% 97.18% 97.97% 98.36% 97.71% 97.91% 98.03%
Cleanliness Cleanliness 30.00% 27.96% 28.55% 27.26% 28.68% 28.59% 28.04% 28.43% 28.25%
Graffiti 20.00% 19.81% 19.78% 19.75% 19.82% 19.85% 19.77% 19.77% 19.79%
Litter 30.00% 29.20% 29.15% 28.67% 29.32% 29.32% 28.88% 28.97% 29.07%
Toilet(s) 20.00% 19.64% 19.54% 19.68% 20.00% 19.84% 19.52% 19.38% 19.65%
Score 96.62% 97.02% 95.36% 97.82% 97.61% 96.21% 96.55% 96.76%
Information CIS 30.00% 29.82% 29.71% 29.12% 29.58% 29.66% 29.84% 29.56% 29.63%
Help Point 15.00% 13.29% 13.51% 13.42% 13.83% 13.69% 13.55% 13.93% 13.63%
Poster and Frames 10.00% 9.84% 9.92% 9.67% 9.89% 9.92% 9.92% 9.90% 9.87%
Public Address 30.00% 29.66% 29.83% 29.99% 29.88% 29.93% 29.96% 30.00% 29.90%
Signs 15.00% 14.61% 14.81% 14.49% 14.87% 14.86% 14.81% 14.82% 14.77%
Score 97.22% 97.77% 96.69% 98.06% 98.06% 98.08% 98.21% 97.80%
Maintenance Car and Cycle Parking 25.00% 24.53% 24.28% 24.32% 24.50% 24.69% 24.58% 24.35% 24.48%
Hazard 25.00% 23.74% 23.78% 23.25% 24.11% 24.25% 24.13% 24.17% 23.97%
Lift 25.00% 24.00% 23.86% 22.73% 23.49% 24.27% 24.75% 25.00% 24.08%
Winterisation 25.00% 25.00% 24.98% 24.98% 25.00% 25.00% 24.99% 25.00% 24.99%
Score 97.27% 96.90% 95.28% 97.10% 98.21% 98.46% 98.53% 97.53%
Ticketing Ticket Buying 100.00% 99.15% 98.91% 97.82% 98.39% 99.70% 98.99% 98.38% 98.82%
Score 99.15% 98.91% 97.82% 98.39% 99.70% 98.99% 98.38% 98.82%

Train results for Sunday 16th September 2018 to Saturday 13th October 2018

Trains Scores by Rail Period
Service Quality Area Service Quality Indicator SQI Weight 18/19-01 18/19-02 18/19-03 18/19-04 18/19-05 18/19-06 18/19-07 All
Ambience Lighting 33.00% 32.28% 32.69% 32.15% 32.46% 31.41% 32.28% 32.06% 32.20%
Toilet Facilities 33.00% 32.21% 32.61% 32.43% 32.67% 32.37% 32.34% 32.51% 32.46%
Vehicle Interior Condition 34.00% 33.39% 33.79% 33.39% 33.71% 33.45% 33.02% 33.39% 33.46%
Score 97.88% 99.09% 97.97% 98.85% 97.22% 97.65% 97.96% 98.11%
Cleanliness Exterior Cleanliness 10.00% 9.56% 9.92% 9.73% 9.96% 9.53% 9.83% 9.73% 9.76%
Graffiti and Etching 20.00% 19.64% 19.82% 19.84% 19.88% 19.83% 19.76% 19.83% 19.80%
Interior Cleanliness 30.00% 28.86% 29.43% 28.96% 29.73% 29.27% 28.78% 28.87% 29.14%
Litter 20.00% 19.60% 19.95% 19.91% 19.64% 19.14% 19.65% 19.46% 19.62%
Toilet 20.00% 19.76% 19.90% 19.82% 19.84% 19.73% 19.75% 19.82% 19.80%
Score 97.41% 99.02% 98.26% 99.06% 97.49% 97.78% 97.71% 98.13%
Information Customer Information Screens 47.00% 46.62% 47.00% 46.92% 47.00% 45.79% 47.00% 46.05% 46.50%
Mobile Data Coverage 6.00% 6.00% - - - 6.00% 6.00% 6.00% 6.00%
Public Address System 47.00% 46.96% 46.98% 46.79% 46.98% 46.77% 47.00% 46.59% 46.87%
Score 99.58% 99.98% 99.71% 99.98% 98.56% 100.00% 98.64% 99.37%

Stations results for Sunday 19th August 2018 to Saturday 15th September 2018

Stations Scores by Rail Period

 

 

 

 

 

 

 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-01

18/19-02

18/19-03

18/19-04

18/19-05

18/19-06

All

Ambience

Landscaping

20.00%

19.87%

19.38%

19.12%

19.53%

19.60%

19.57%

19.51%

Lighting

20.00%

19.79%

19.89%

19.77%

19.83%

19.85%

19.83%

19.83%

Seating

20.00%

19.55%

19.63%

19.00%

19.35%

19.47%

19.25%

19.37%

Shelter/Canopy

20.00%

19.72%

19.78%

19.56%

19.53%

19.58%

19.44%

19.59%

Toilet(s) Operational - Fit for Use

20.00%

19.82%

19.87%

19.74%

19.74%

19.85%

19.61%

19.76%

Score

98.75%

98.54%

97.18%

97.97%

98.36%

97.71%

98.06%

Cleanliness

Cleanliness

30.00%

27.96%

28.55%

27.26%

28.68%

28.59%

28.04%

28.21%

Graffiti

20.00%

19.81%

19.78%

19.75%

19.82%

19.85%

19.77%

19.80%

Litter

30.00%

29.20%

29.15%

28.67%

29.32%

29.32%

28.88%

29.09%

Toilet(s)

20.00%

19.64%

19.54%

19.68%

20.00%

19.84%

19.52%

19.70%

Score

96.62%

97.02%

95.36%

97.82%

97.61%

96.21%

96.79%

Information

CIS

30.00%

29.82%

29.71%

29.12%

29.58%

29.66%

29.84%

29.64%

Help Point

15.00%

13.29%

13.51%

13.42%

13.83%

13.69%

13.55%

13.57%

Poster and Frames

10.00%

9.84%

9.92%

9.67%

9.89%

9.92%

9.92%

9.87%

Public Address

30.00%

29.66%

29.83%

29.99%

29.88%

29.93%

29.96%

29.89%

Signs

15.00%

14.61%

14.81%

14.49%

14.87%

14.86%

14.81%

14.76%

Score

97.22%

97.77%

96.69%

98.06%

98.06%

98.08%

97.72%

Maintenance

Car and Cycle Parking

25.00%

24.53%

24.28%

24.32%

24.50%

24.69%

24.58%

24.51%

Hazard

25.00%

23.74%

23.78%

23.25%

24.11%

24.25%

24.13%

23.93%

Lift

25.00%

24.00%

23.86%

22.73%

23.49%

24.27%

24.75%

23.96%

Winterisation

25.00%

25.00%

24.98%

24.98%

25.00%

25.00%

24.99%

24.99%

Score

97.27%

96.90%

95.28%

97.10%

98.21%

98.46%

97.39%

Ticketing

Ticket Buying

100.00%

99.15%

98.91%

97.82%

98.39%

99.70%

98.99%

98.91%

Score

99.15%

98.91%

97.82%

98.39%

99.70%

98.99%

98.91%

 

Train results for Sunday 19th August 2018 to Saturday 15th September 2018

 

Trains Scores by Rail Period

 

 

 

 

 

 

 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-01

18/19-02

18/19-03

18/19-04

18/19-05

18/19-06

All

Ambience

Lighting

33.00%

32.28%

32.69%

32.15%

32.46%

31.41%

32.28%

32.22%

Toilet Facilities

33.00%

32.21%

32.61%

32.43%

32.67%

32.37%

32.34%

32.45%

Vehicle Interior Condition

34.00%

33.39%

33.79%

33.39%

33.71%

33.45%

33.02%

33.47%

Score

97.88%

99.09%

97.97%

98.85%

97.22%

97.65%

98.14%

Cleanliness

Exterior Cleanliness

10.00%

9.56%

9.92%

9.73%

9.96%

9.53%

9.83%

9.76%

Graffiti and Etching

20.00%

19.64%

19.82%

19.84%

19.88%

19.83%

19.76%

19.80%

Interior Cleanliness

30.00%

28.86%

29.43%

28.96%

29.73%

29.27%

28.78%

29.19%

Litter

20.00%

19.60%

19.95%

19.91%

19.64%

19.14%

19.65%

19.65%

Toilet

20.00%

19.76%

19.90%

19.82%

19.84%

19.73%

19.75%

19.80%

Score

97.41%

99.02%

98.26%

99.06%

97.49%

97.78%

98.20%

Information

Customer Information Screens

47.00%

46.62%

47.00%

46.92%

47.00%

45.79%

47.00%

46.62%

Mobile Data Coverage

6.00%

6.00%

-

-

-

6.00%

6.00%

6.00%

Public Address System

47.00%

46.96%

46.98%

46.79%

46.98%

46.77%

47.00%

46.92%

Score

99.58%

99.98%

99.71%

99.98%

98.56%

100.00%

99.54%

  

Stations results for Sunday 22nd July 2018 to Saturday 18th August 2018

Stations Scores by Rail Period

 

 

 

 

 

 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-01

18/19-02

18/19-03

18/19-04

18/19-05

All

Ambience

Landscaping

20.00%

19.87%

19.38%

19.12%

19.53%

19.65%

19.51%

Lighting

20.00%

19.79%

19.89%

19.77%

19.83%

19.85%

19.83%

Seating

20.00%

19.55%

19.63%

19.00%

19.35%

19.50%

19.41%

Shelter/Canopy

20.00%

19.72%

19.78%

19.56%

19.53%

19.65%

19.65%

Toilet(s) Operational - Fit for Use

20.00%

19.82%

19.87%

19.74%

19.74%

19.85%

19.80%

Score

98.75%

98.54%

97.18%

97.97%

98.51%

98.20%

Cleanliness

Cleanliness

30.00%

27.96%

28.55%

27.26%

28.68%

28.66%

28.28%

Graffiti

20.00%

19.81%

19.78%

19.75%

19.82%

19.85%

19.81%

Litter

30.00%

29.20%

29.15%

28.67%

29.32%

29.35%

29.15%

Toilet(s)

20.00%

19.64%

19.54%

19.68%

20.00%

19.84%

19.75%

Score

96.62%

97.02%

95.36%

97.82%

97.70%

96.99%

Information

CIS

30.00%

29.82%

29.71%

29.12%

29.58%

29.69%

29.59%

Help Point

15.00%

13.29%

13.51%

13.42%

13.83%

13.68%

13.57%

Poster and Frames

10.00%

9.84%

9.92%

9.67%

9.89%

9.92%

9.85%

Public Address

30.00%

29.66%

29.83%

29.99%

29.88%

29.93%

29.86%

Signs

15.00%

14.61%

14.81%

14.49%

14.87%

14.89%

14.74%

Score

97.22%

97.77%

96.69%

98.06%

98.11%

97.62%

Maintenance

Car and Cycle Parking

25.00%

24.53%

24.28%

24.32%

24.50%

24.77%

24.50%

Hazard

25.00%

23.74%

23.78%

23.25%

24.11%

24.24%

23.87%

Lift

25.00%

24.00%

23.86%

22.73%

23.49%

24.26%

23.76%

Winterisation

25.00%

25.00%

24.98%

24.98%

25.00%

25.00%

24.99%

Score

97.27%

96.90%

95.28%

97.10%

98.27%

97.12%

Ticketing

Ticket Buying

100.00%

99.15%

98.91%

97.82%

98.39%

99.70%

98.88%

Score

99.15%

98.91%

97.82%

98.39%

99.70%

98.88%

 

Train results for Sunday 22nd July 2018 to Saturday 18th August 2018

 

Trains Scores by Rail Period

 

 

 

 

 

 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-01

18/19-02

18/19-03

18/19-04

18/19-05

All

Ambience

Lighting

33.00%

32.28%

32.69%

32.15%

32.46%

31.41%

32.21%

Toilet Facilities

33.00%

32.21%

32.61%

32.43%

32.67%

32.37%

32.47%

Vehicle Interior Condition

34.00%

33.39%

33.79%

33.39%

33.71%

33.45%

33.55%

Score

97.88%

99.09%

97.97%

98.85%

97.22%

98.23%

Cleanliness

Exterior Cleanliness

10.00%

9.56%

9.92%

9.73%

9.96%

9.53%

9.75%

Graffiti and Etching

20.00%

19.64%

19.82%

19.84%

19.88%

19.83%

19.80%

Interior Cleanliness

30.00%

28.86%

29.43%

28.96%

29.73%

29.27%

29.27%

Litter

20.00%

19.60%

19.95%

19.91%

19.64%

19.14%

19.65%

Toilet

20.00%

19.76%

19.90%

19.82%

19.84%

19.73%

19.81%

Score

97.41%

99.02%

98.26%

99.06%

97.49%

98.28%

Information

Customer Information Screens

47.00%

46.62%

47.00%

46.92%

47.00%

45.79%

46.58%

Mobile Data Coverage

6.00%

6.00%

-

-

-

6.00%

6.00%

Public Address System

47.00%

46.96%

46.98%

46.79%

46.98%

46.77%

46.90%

Score

99.58%

99.98%

99.71%

99.98%

98.56%

99.48%

 

Stations results for Sunday 24th June 2018 to Saturday 21st July 2018 

Stations Scores by Rail Period

 

 

 

 

 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-01

18/19-02

18/19-03

18/19-04

All

Ambience

Landscaping

20.00%

19.87%

19.38%

19.12%

19.52%

19.45%

Lighting

20.00%

19.79%

19.89%

19.77%

19.83%

19.82%

Seating

20.00%

19.55%

19.63%

19.00%

19.35%

19.38%

Shelter/Canopy

20.00%

19.72%

19.78%

19.56%

19.53%

19.64%

Toilet(s) Operational - Fit for Use

20.00%

19.82%

19.87%

19.74%

19.74%

19.79%

Score

98.75%

98.54%

97.18%

97.97%

98.08%

Cleanliness

Cleanliness

30.00%

27.96%

28.55%

27.26%

28.68%

28.14%

Graffiti

20.00%

19.81%

19.78%

19.75%

19.82%

19.79%

Litter

30.00%

29.20%

29.15%

28.67%

29.32%

29.08%

Toilet(s)

20.00%

19.64%

19.54%

19.68%

20.00%

19.72%

Score

96.62%

97.02%

95.36%

97.82%

96.73%

Information

CIS

30.00%

29.82%

29.71%

29.12%

29.58%

29.55%

Help Point

15.00%

13.29%

13.51%

13.42%

13.82%

13.53%

Poster and Frames

10.00%

9.84%

9.92%

9.67%

9.89%

9.83%

Public Address

30.00%

29.66%

29.83%

29.99%

29.88%

29.84%

Signs

15.00%

14.61%

14.81%

14.49%

14.87%

14.69%

Score

97.22%

97.77%

96.69%

98.05%

97.44%

Maintenance

Car and Cycle Parking

25.00%

24.53%

24.28%

24.32%

24.49%

24.40%

Hazard

25.00%

23.74%

23.78%

23.25%

24.11%

23.73%

Lift

25.00%

24.00%

23.86%

22.73%

23.49%

23.59%

Winterisation

25.00%

25.00%

24.98%

24.98%

25.00%

24.99%

Score

97.27%

96.90%

95.28%

97.10%

96.71%

Ticketing

Ticket Buying

100.00%

99.15%

98.91%

97.82%

98.39%

98.55%

Score

99.15%

98.91%

97.82%

98.39%

98.55%

 

Train results for Sunday 24th June 2018 to Saturday 21st July 2018

Trains Scores by Rail Period

 

 

 

 

 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-01

18/19-02

18/19-03

18/19-04

All

Ambience

Lighting

33.00%

32.28%

32.69%

32.15%

32.46%

32.40%

Toilet Facilities

33.00%

32.21%

32.61%

32.43%

32.67%

32.49%

Vehicle Interior Condition

34.00%

33.39%

33.79%

33.39%

33.71%

33.58%

Score

97.88%

99.09%

97.97%

98.85%

98.47%

Cleanliness

Exterior Cleanliness

10.00%

9.56%

9.92%

9.73%

9.96%

9.80%

Graffiti and Etching

20.00%

19.64%

19.82%

19.84%

19.88%

19.80%

Interior Cleanliness

30.00%

28.86%

29.43%

28.96%

29.73%

29.27%

Litter

20.00%

19.60%

19.95%

19.91%

19.64%

19.77%

Toilet

20.00%

19.76%

19.90%

19.82%

19.84%

19.83%

Score

97.41%

99.02%

98.26%

99.06%

98.47%

Information

Customer Information Screens

47.00%

46.62%

47.00%

46.92%

47.00%

46.87%

Mobile Data Coverage

6.00%

6.00%

-

-

-

6.00%

Public Address System

47.00%

46.96%

46.98%

46.79%

46.98%

46.93%

Score

99.58%

99.98%

99.71%

99.98%

99.80%

 

Stations results for Sunday 27th May 2018 to Saturday 23rd June 2018

Stations Scores by Rail Period

 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-03

Ambience

Landscaping

20.00%

19.12%

Lighting

20.00%

19.77%

Seating

20.00%

19.00%

Shelter/Canopy

20.00%

19.55%

Toilet(s) Operational - Fit for Use

20.00%

19.74%

Score

97.17%

Cleanliness

Cleanliness

30.00%

27.28%

Graffiti

20.00%

19.75%

Litter

30.00%

28.71%

Toilet(s)

20.00%

19.68%

Score

95.42%

Information

CIS

30.00%

29.12%

Help Point

15.00%

13.44%

Poster and Frames

10.00%

9.67%

Public Address

30.00%

29.99%

Signs

15.00%

14.50%

Score

96.71%

Maintenance

Car and Cycle Parking

25.00%

24.31%

Hazard

25.00%

23.24%

Lift

25.00%

22.73%

Winterisation

25.00%

24.98%

Score

95.26%

Ticketing

Ticket Buying

100.00%

97.82%

Score

97.82% 

Train results for Sunday 27th May 2018 to Saturday 23rd June 2018

Trains Scores by Rail Period

 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-03

Ambience

Lighting

33.00%

32.15%

Toilet Facilities

33.00%

32.43%

Vehicle Interior Condition

34.00%

33.39%

Score

97.97%

Cleanliness

Exterior Cleanliness

10.00%

9.73%

Graffiti and Etching

20.00%

19.84%

Interior Cleanliness

30.00%

28.96%

Litter

20.00%

19.91%

Toilet

20.00%

19.82%

Score

98.26%

Information

Customer Information Screens

47.00%

46.92%

Mobile Data Coverage

6.00%

-

Public Address System

47.00%

46.79%

Score

99.71%

Stations results for Sunday 29th April 2018 to Saturday 26th May 2018

Stations Scores by Rail Period

 

 

 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-01

18/19-02

All

Ambience

Landscaping

20.00%

19.87%

19.38%

19.46%

Lighting

20.00%

19.79%

19.89%

19.86%

Seating

20.00%

19.55%

19.63%

19.49%

Shelter/Canopy

20.00%

19.72%

19.78%

19.77%

Toilet(s) Operational - Fit for Use

20.00%

19.82%

19.87%

19.80%

Score

98.75%

98.54%

98.37%

Cleanliness

Cleanliness

30.00%

27.96%

28.55%

28.00%

Graffiti

20.00%

19.81%

19.78%

19.78%

Litter

30.00%

29.20%

29.15%

29.12%

Toilet(s)

20.00%

19.64%

19.54%

19.54%

Score

96.62%

97.02%

96.44%

Information

CIS

30.00%

29.82%

29.71%

29.61%

Help Point

15.00%

13.29%

13.51%

13.30%

Poster and Frames

10.00%

9.84%

9.92%

9.82%

Public Address

30.00%

29.66%

29.83%

29.80%

Signs

15.00%

14.61%

14.81%

14.62%

Score

97.22%

97.77%

97.15%

Maintenance

Car and Cycle Parking

25.00%

24.53%

24.28%

24.39%

Hazard

25.00%

23.74%

23.78%

23.47%

Lift

25.00%

24.00%

23.86%

23.46%

Winterisation

25.00%

25.00%

24.98%

24.98%

Score

97.27%

96.90%

96.31%

Ticketing

Ticket Buying

100.00%

99.15%

98.91%

98.51%

Score

99.15%

98.91%

98.51%

 

Train results for Sunday 29th April 2018 to Saturday 26th May 2018

Trains Scores by Rail Period

 

 

 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-01

18/19-02

All

Ambience

Lighting

33.00%

32.28%

32.69%

32.25%

Toilet Facilities

33.00%

32.21%

32.61%

32.41%

Vehicle Interior Condition

34.00%

33.39%

33.79%

33.62%

Score

97.88%

99.09%

98.28%

Cleanliness

Exterior Cleanliness

10.00%

9.56%

9.92%

9.77%

Graffiti and Etching

20.00%

19.64%

19.82%

19.73%

Interior Cleanliness

30.00%

28.86%

29.43%

28.92%

Litter

20.00%

19.60%

19.95%

19.78%

Toilet

20.00%

19.76%

19.90%

19.83%

Score

97.41%

99.02%

98.03%

Information

Customer Information Screens

47.00%

46.62%

47.00%

46.76%

Mobile Data Coverage

6.00%

6.00%

-

6.00%

Public Address System

47.00%

46.96%

46.98%

46.94%

Score

99.58%

99.98%

99.70%

 

Stations results for Sunday 1st April 2018 to Saturday 28th April 2018 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-01

All

Ambience

Landscaping

20.00%

19.87%

19.87%

Lighting

20.00%

19.79%

19.79%

Seating

20.00%

19.55%

19.55%

Shelter/Canopy

20.00%

19.72%

19.72%

Toilet(s) Operational - Fit for Use

20.00%

19.82%

19.82%

Score

98.75%

98.75%

Cleanliness

Cleanliness

30.00%

27.96%

27.96%

Graffiti

20.00%

19.81%

19.81%

Litter

30.00%

29.20%

29.20%

Toilet(s)

20.00%

19.64%

19.64%

Score

96.62%

96.62%

Information

CIS

30.00%

29.82%

29.82%

Help Point

15.00%

13.29%

13.29%

Poster and Frames

10.00%

9.84%

9.84%

Public Address

30.00%

29.66%

29.66%

Signs

15.00%

14.61%

14.61%

Score

97.22%

97.22%

Maintenance

Car and Cycle Parking

25.00%

24.53%

24.53%

Hazard

25.00%

23.74%

23.74%

Lift

25.00%

24.00%

24.00%

Winterisation

25.00%

25.00%

25.00%

Score

97.27%

97.27%

Ticketing

Ticket Buying

100.00%

99.15%

99.15%

Score

99.15%

99.15%

 

Train results for last period (Sunday 1st April 2018 to Saturday 28th April 2018) 

Service Quality Area

Service Quality Indicator

SQI Weight

18/19-01

Ambience

Lighting

33.00%

32.57%

Toilet Facilities

33.00%

32.54%

Vehicle Interior Condition

34.00%

33.55%

Score

98.66%

Cleanliness

Exterior Cleanliness

10.00%

9.89%

Graffiti and Etching

20.00%

19.84%

Interior Cleanliness

30.00%

29.15%

Litter

20.00%

19.99%

Toilet

20.00%

19.82%

Score

98.70%

Information

Customer Information Screens

47.00%

46.48%

Mobile Data Coverage

6.00%

6.00%

Public Address System

47.00%

46.74%

Score

99.22%

 

Stations results for period from Sunday 7th March 2018 to Saturday 31st March 2018

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-01

17/18-02

17/18-03

17/18-04

17/18-05

17/18-06

17/18-07

17/18-08

17/18-09

17/18-10

17/18-11

17/18-12

17/18-13

All

Ambience

Landscaping

20.00%

18.86%

19.05%

19.11%

19.18%

19.18%

19.30%

19.39%

19.50%

19.64%

19.63%

19.77%

19.75%

19.87%

19.41%

Lighting

20.00%

19.77%

19.87%

19.90%

19.89%

19.84%

19.81%

19.83%

19.75%

19.79%

19.82%

19.78%

19.79%

19.83%

19.82%

Seating

20.00%

19.03%

19.48%

19.50%

19.61%

19.43%

19.45%

19.60%

19.49%

19.63%

19.32%

19.66%

19.46%

19.43%

19.49%

Shelter/Canopy

20.00%

19.43%

19.64%

19.74%

19.65%

19.57%

19.70%

19.70%

19.60%

19.79%

19.58%

19.69%

19.64%

19.69%

19.66%

Toilet(s) Operational - Fit for Use

20.00%

19.93%

19.42%

19.77%

19.83%

19.84%

19.69%

19.70%

19.94%

18.98%

19.58%

19.36%

19.70%

19.88%

19.66%

Score

97.02%

97.46%

98.02%

98.16%

97.85%

97.94%

98.22%

98.29%

97.83%

97.94%

98.25%

98.34%

98.71%

98.04%

Cleanliness

Cleanliness

30.00%

27.87%

28.33%

28.64%

28.31%

28.08%

28.19%

28.56%

28.48%

28.55%

28.06%

28.61%

28.06%

28.00%

28.32%

Graffiti

20.00%

19.75%

19.79%

19.78%

19.75%

19.78%

19.76%

19.80%

19.75%

19.74%

19.79%

19.80%

19.78%

19.75%

19.77%

Litter

30.00%

28.58%

28.99%

28.95%

29.04%

28.76%

29.02%

29.25%

29.25%

29.42%

28.62%

29.35%

29.18%

29.39%

29.09%

Toilet(s)

20.00%

20.00%

19.51%

19.69%

19.94%

19.76%

19.72%

19.68%

19.81%

18.70%

19.31%

19.76%

19.32%

19.82%

19.62%

Score

96.20%

96.63%

97.06%

97.03%

96.39%

96.69%

97.29%

97.29%

96.41%

95.78%

97.51%

96.34%

96.96%

96.80%

Information

CIS

30.00%

29.54%

29.65%

29.46%

29.53%

29.82%

29.33%

29.69%

29.78%

29.80%

29.64%

29.71%

29.72%

29.65%

29.65%

Help Point

15.00%

13.29%

13.88%

14.09%

13.96%

14.17%

14.13%

14.14%

14.42%

14.08%

14.18%

13.97%

13.63%

13.45%

14.00%

Poster and Frames

10.00%

9.76%

9.85%

9.88%

9.85%

9.87%

9.87%

9.86%

9.87%

9.90%

9.86%

9.89%

9.89%

9.88%

9.87%

Public Address

30.00%

29.45%

29.76%

29.87%

29.69%

29.85%

29.91%

29.40%

29.82%

29.80%

29.85%

29.73%

29.63%

29.59%

29.72%

Signs

15.00%

14.51%

14.82%

14.83%

14.84%

14.86%

14.86%

14.84%

14.81%

14.83%

14.89%

14.80%

14.70%

14.66%

14.80%

Score

96.54%

97.96%

98.14%

97.87%

98.57%

98.10%

97.93%

98.71%

98.41%

98.42%

98.10%

97.58%

97.23%

98.04%

Maintenance

Car and Cycle Parking

25.00%

24.01%

23.90%

24.27%

24.01%

24.38%

24.51%

24.42%

24.54%

24.51%

24.57%

24.50%

24.21%

24.47%

24.35%

Hazard

25.00%

23.01%

23.42%

23.49%

23.26%

23.15%

23.98%

23.72%

24.01%

23.93%

24.00%

23.92%

23.74%

23.89%

23.67%

Lift

25.00%

25.00%

24.78%

24.48%

24.73%

23.68%

23.94%

24.50%

24.51%

24.21%

25.00%

23.58%

23.75%

24.38%

24.34%

Winterisation

25.00%

24.97%

25.00%

24.97%

24.99%

24.95%

25.00%

24.99%

24.87%

24.89%

24.67%

24.87%

24.63%

25.00%

24.91%

Score

97.00%

97.10%

97.21%

97.00%

96.16%

97.43%

97.64%

97.94%

97.54%

98.24%

96.88%

96.34%

97.74%

97.26%

Ticketing

Ticket Buying

100.00%

99.04%

98.75%

99.67%

97.65%

98.37%

97.48%

96.94%

98.50%

98.90%

98.46%

98.21%

99.17%

99.28%

98.45%

Score

99.04%

98.75%

99.67%

97.65%

98.37%

97.48%

96.94%

98.50%

98.90%

98.46%

98.21%

99.17%

99.28%

98.45%

 

Train results for period from Sunday 7th March 2018 to Saturday 31st March 2018

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-01

17/18-02

17/18-03

17/18-04

17/18-05

17/18-06

17/18-07

17/18-08

17/18-09

17/18-10

17/18-11

17/18-12

17/18-13

All

Ambience

Lighting

33.00%

32.57%

32.55%

32.26%

32.13%

32.47%

32.56%

32.41%

32.39%

32.65%

32.49%

32.41%

32.47%

32.37%

32.44%

Toilet Facilities

33.00%

32.54%

32.57%

32.57%

32.63%

32.52%

32.61%

32.70%

32.52%

32.69%

32.67%

32.72%

32.70%

32.60%

32.62%

Vehicle Interior Condition

34.00%

33.55%

33.62%

33.54%

33.66%

33.76%

33.76%

33.88%

33.77%

33.89%

33.93%

33.86%

33.83%

33.82%

33.75%

Score

98.66%

98.73%

98.38%

98.41%

98.75%

98.92%

98.99%

98.68%

99.23%

99.09%

98.98%

98.99%

98.78%

98.81%

Cleanliness

Exterior Cleanliness

10.00%

9.89%

9.68%

9.42%

9.42%

9.86%

9.63%

9.76%

9.72%

9.70%

9.89%

9.98%

10.00%

9.80%

9.75%

Graffiti and Etching

20.00%

19.84%

19.87%

19.82%

19.93%

19.91%

19.92%

19.92%

19.97%

19.96%

19.95%

19.94%

19.88%

19.89%

19.91%

Interior Cleanliness

30.00%

29.15%

29.49%

29.68%

29.92%

29.72%

29.72%

29.82%

29.80%

29.86%

29.90%

29.83%

29.82%

29.68%

29.72%

Litter

20.00%

19.99%

19.99%

20.00%

19.95%

19.95%

19.99%

19.99%

19.93%

19.93%

19.96%

19.97%

19.77%

19.79%

19.94%

Toilet

20.00%

19.82%

19.87%

19.92%

19.87%

19.78%

19.85%

19.84%

19.79%

19.82%

19.88%

19.86%

19.90%

19.85%

19.85%

Score

98.70%

98.89%

98.83%

99.08%

99.21%

99.11%

99.32%

99.21%

99.28%

99.58%

99.57%

99.36%

99.01%

99.16%

Information

Customer Information Screens

47.00%

46.48%

47.00%

47.00%

47.00%

47.00%

47.00%

45.56%

47.00%

47.00%

47.00%

47.00%

47.00%

47.00%

46.85%

Mobile Data Coverage

6.00%

6.00%

6.00%

6.00%

6.00%

6.00%

6.00%

6.00%

6.00%

6.00%

6.00%

-

-

6.00%

6.00%

Public Address System

47.00%

46.74%

46.97%

46.95%

47.00%

47.00%

46.98%

46.74%

47.00%

46.97%

47.00%

46.98%

47.00%

46.98%

46.95%

Score

99.22%

99.97%

99.95%

100.00%

100.00%

99.98%

98.30%

100.00%

99.97%

100.00%

99.98%

100.00%

99.98%

99.80%

 

Stations results for Sunday 4th February 2018 to 3rd March 2018

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-12

All

Ambience

Landscaping

20.00%

19.75%

19.39%

Lighting

20.00%

19.79%

19.82%

Seating

20.00%

19.46%

19.48%

Shelter/Canopy

20.00%

19.64%

19.65%

Toilet(s) Operational - Fit for Use

20.00%

19.70%

19.65%

Score

98.34%

97.99%

Cleanliness

Cleanliness

30.00%

28.06%

28.34%

Graffiti

20.00%

19.78%

19.77%

Litter

30.00%

29.18%

29.07%

Toilet(s)

20.00%

19.32%

19.62%

Score

96.34%

96.79%

Information

CIS

30.00%

29.72%

29.65%

Help Point

15.00%

13.63%

14.03%

Poster and Frames

10.00%

9.89%

9.87%

Public Address

30.00%

29.63%

29.74%

Signs

15.00%

14.70%

14.81%

Score

97.58%

98.09%

Maintenance

Car and Cycle Parking

25.00%

24.21%

24.34%

Hazard

25.00%

23.74%

23.64%

Lift

25.00%

23.75%

24.31%

Winterisation

25.00%

24.63%

24.91%

Score

96.34%

97.20%

Ticketing

Ticket Buying

100.00%

99.17%

98.37%

Score

99.17%

98.37%


Train results for Sunday 4 February 2018 to 3 March 2018

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-12

All

Ambience

Lighting

33.00%

32.47%

32.45%

Toilet Facilities

33.00%

32.70%

32.61%

Vehicle Interior Condition

34.00%

33.83%

33.74%

Score

98.99%

98.80%

Cleanliness

Exterior Cleanliness

10.00%

10.00%

9.74%

Graffiti and Etching

20.00%

19.88%

19.91%

Interior Cleanliness

30.00%

29.82%

29.71%

Litter

20.00%

19.77%

19.94%

Toilet

20.00%

19.90%

19.85%

Score

99.36%

99.13%

Information

Customer Information Screens

47.00%

47.00%

46.84%

Mobile Data Coverage

6.00%

-

6.00%

Public Address System

47.00%

47.00%

46.94%

Score

100.00%

99.78%

Stations results for last period (Sunday 7th January 2018 to Saturday 3rd February 2018)

Stations Scores by Rail Period

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-11

All

Ambience

Landscaping

20.00%

19.77%

19.77%

Lighting

20.00%

19.78%

19.78%

Seating

20.00%

19.66%

19.66%

Shelter/Canopy

20.00%

19.69%

19.69%

Toilet(s) Operational - Fit for Use

20.00%

19.36%

19.36%

Score

98.25%

98.25%

Cleanliness

Cleanliness

30.00%

28.61%

28.61%

Graffiti

20.00%

19.80%

19.80%

Litter

30.00%

29.35%

29.35%

Toilet(s)

20.00%

19.76%

19.76%

Score

97.51%

97.51%

Information

CIS

30.00%

29.71%

29.71%

Help Point

15.00%

13.97%

13.97%

Poster and Frames

10.00%

9.89%

9.89%

Public Address

30.00%

29.73%

29.73%

Signs

15.00%

14.80%

14.80%

Score

98.10%

98.10%

Maintenance

Car and Cycle Parking

25.00%

24.50%

24.50%

Hazard

25.00%

23.92%

23.92%

Lift

25.00%

23.58%

23.58%

Winterisation

25.00%

24.87%

24.87%

Score

96.88%

96.88%

Ticketing

Ticket Buying

100.00%

98.21%

98.21%

Score

98.21%

98.21%

Train results for last period (Sunday 7th January 2018 to Saturday 3rd February 2018)

Trains Scores by Rail Period

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-11

All

Ambience

Lighting

33.00%

32.41%

32.41%

Toilet Facilities

33.00%

32.72%

32.72%

Vehicle Interior Condition

34.00%

33.86%

33.86%

Score

98.98%

98.98%

Cleanliness

Exterior Cleanliness

10.00%

9.98%

9.98%

Graffiti and Etching

20.00%

19.94%

19.94%

Interior Cleanliness

30.00%

29.83%

29.83%

Litter

20.00%

19.97%

19.97%

Toilet

20.00%

19.86%

19.86%

Score

99.57%

99.57%

Information

Customer Information Screens

47.00%

47.00%

47.00%

Mobile Data Coverage

6.00%

-

-

Public Address System

47.00%

46.98%

46.98%

Score

99.98%

99.98%

Station benchmarks for 2017

Ambience - 79%

Maintenance - 90%

Cleanliness - 69%

Stations results for Sunday 10th December 2017 to Saturday 6th January 2018

Stations Scores by Rail Period

   

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-10

All

Ambience

Landscaping

20.00%

19.64%

19.64%

Lighting

20.00%

19.85%

19.85%

Seating

20.00%

19.34%

19.34%

Shelter/Canopy

20.00%

19.59%

19.59%

Toilet(s) Operational - Fit for Use

20.00%

19.56%

19.56%

Score

97.98%

97.98%

Cleanliness

Cleanliness

30.00%

28.09%

28.09%

Graffiti

20.00%

19.78%

19.78%

Litter

30.00%

28.75%

28.75%

Toilet(s)

20.00%

19.29%

19.29%

Score

95.92%

95.92%

Information

CIS

30.00%

29.62%

29.62%

Help Point

15.00%

14.11%

14.11%

Poster and Frames

10.00%

9.86%

9.86%

Public Address

30.00%

29.84%

29.84%

Signs

15.00%

14.88%

14.88%

Score

98.31%

98.31%

Maintenance

Car and Cycle Parking

25.00%

24.57%

24.57%

Hazard

25.00%

23.96%

23.96%

Lift

25.00%

25.00%

25.00%

Winterisation

25.00%

24.65%

24.65%

Score

98.17%

98.17%

Ticketing

Ticket Buying

100.00%

98.40%

98.40%

Score

98.40%

98.40%

 

Train results for last period (Sunday 10th December 2017 to Saturday 6th January 2018)

Trains Scores by Rail Period

   

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-10

All

Ambience

Lighting

33.00%

32.49%

32.49%

Toilet Facilities

33.00%

32.67%

32.67%

Vehicle Interior Condition

34.00%

33.93%

33.93%

Score

99.09%

99.09%

Cleanliness

Exterior Cleanliness

10.00%

9.89%

9.89%

Graffiti and Etching

20.00%

19.95%

19.95%

Interior Cleanliness

30.00%

29.90%

29.90%

Litter

20.00%

19.96%

19.96%

Toilet

20.00%

19.88%

19.88%

Score

99.58%

99.58%

Information

Customer Information Screens

47.00%

47.00%

47.00%

Mobile Data Coverage

6.00%

6.00%

6.00%

Public Address System

47.00%

47.00%

47.00%

Score

100%

100%

 

 

Station benchmarks for 2017

Ambience - 79%

Maintenance - 90%

Cleanliness - 69%

Stations results for last period (Sunday 12th November 2017 to Saturday 9th December 2017)

Stations Scores by Rail Period

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-09

All

Ambience

Landscaping

20.00%

19.64%

19.64%

Lighting

20.00%

19.79%

19.79%

Seating

20.00%

19.63%

19.63%

Shelter/Canopy

20.00%

19.79%

19.79%

Toilet(s) Operational - Fit for Use

20.00%

18.98%

18.98%

Score

97.83%

97.83%

Cleanliness

Cleanliness

30.00%

28.57%

28.57%

Graffiti

20.00%

19.74%

19.74%

Litter

30.00%

29.42%

29.42%

Toilet(s)

20.00%

18.70%

18.70%

Score

96.43%

96.43%

Information

CIS

30.00%

29.80%

29.80%

Help Point

15.00%

14.08%

14.08%

Poster and Frames

10.00%

9.90%

9.90%

Public Address

30.00%

29.80%

29.80%

Signs

15.00%

14.83%

14.83%

Score

98.41%

98.41%

Maintenance

Car and Cycle Parking

25.00%

24.51%

24.51%

Hazard

25.00%

23.93%

23.93%

Lift

25.00%

24.19%

24.19%

Winterisation

25.00%

24.89%

24.89%

Score

97.52%

97.52%

Ticketing

Ticket Buying

100.00%

98.89%

98.89%

Score

98.89%

98.89%

Train benchmarks for 2017

Ambience - 84%

Cleanliness - 72%

Information - 86%

Stations results for last period (Sunday 12th November 2017 to Saturday 9th December 2017)

Trains Scores by Rail Period

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-09

All

Ambience

Lighting

33.00%

32.65%

32.65%

Toilet Facilities

33.00%

32.69%

32.69%

Vehicle Interior Condition

34.00%

33.89%

33.89%

Score

99.23%

99.23%

Cleanliness

Exterior Cleanliness

10.00%

9.70%

9.70%

Graffiti and Etching

20.00%

19.96%

19.96%

Interior Cleanliness

30.00%

29.86%

29.86%

Litter

20.00%

19.93%

19.93%

Toilet

20.00%

19.82%

19.82%

Score

99.28%

99.28%

Information

Customer Information Screens

47.00%

47.00%

47.00%

Mobile Data Coverage

6.00%

6.00%

6.00%

Public Address System

47.00%

46.97%

46.97%

Score

99.97%

99.97%

Stations results for last period (Sunday 15th October to Saturday 11th November)

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-08

All

Ambience

Landscaping

20.00%

19.50%

19.50%

Lighting

20.00%

19.75%

19.75%

Seating

20.00%

19.49%

19.49%

Shelter/Canopy

20.00%

19.60%

19.60%

Toilet(s) Operational - Fit for Use

20.00%

19.94%

19.94%

Score

98.29%

98.29%

Cleanliness

Cleanliness

30.00%

28.48%

28.48%

Graffiti

20.00%

19.75%

19.75%

Litter

30.00%

29.25%

29.25%

Toilet(s)

20.00%

19.81%

19.81%

Score

97.29%

97.29%

Information

CIS

30.00%

29.78%

29.78%

Help Point

15.00%

14.42%

14.42%

Poster and Frames

10.00%

9.87%

9.87%

Public Address

30.00%

29.82%

29.82%

Signs

15.00%

14.81%

14.81%

Score

98.71%

98.71%

Maintenance

Car and Cycle Parking

25.00%

24.54%

24.54%

Hazard

25.00%

24.01%

24.01%

Lift

25.00%

24.51%

24.51%

Winterisation

25.00%

24.87%

24.87%

Score

97.94%

97.94%

Train benchmarks for 2017

Ambience - 84%

Cleanliness - 72%

Information - 86%

On Train results for last period (Sunday 15th October to Saturday 11th November)

Service Quality Area

Service Quality Indicator

SQI Weight

17/18-08

All

Ambience

Lighting

33.00%

32.39%

32.39%

Toilet Facilities

33.00%

32.52%

32.52%

Vehicle Interior Condition

34.00%

33.77%

33.77%

Score

98.68%

98.68%

Cleanliness

Exterior Cleanliness

10.00%

9.72%

9.72%

Graffiti and Etching

20.00%

19.97%

19.97%

Interior Cleanliness

30.00%

29.80%

29.80%

Litter

20.00%

19.93%

19.93%

Toilet

20.00%

19.79%

19.79%

Score

99.21%

99.21%

Information

Customer Information Screens

47.00%

47.00%

47.00%

Mobile Data Coverage

6.00%

6.00%

6.00%

Public Address System

47.00%

47.00%

47.00%

Score

100.00%

100.00%

Stations results for this period (Sunday 17 September to Saturday 14 October 2017)

  Service Quality Area

  Service Quality Indicator

  SQI Weight

  17/18-07

  All

  Ambience

  Landscaping

  20.00%

  19.42%

  19.42%

  Lighting

  20.00%

  19.83%

  19.83%

  Seating

  20.00%

  19.62%

  19.62%

  Shelter/Canopy

  20.00%

  19.70%

  19.70%

  Toilet(s) Operational - Fit for Use

  20.00%

  19.70%

  19.70%

  Score

  98.27%

  98.27%

  Cleanliness

  Cleanliness

  30.00%

  28.57%

  28.57%

  Graffiti

  20.00%

  19.80%

  19.80%

  Litter

  30.00%

  29.24%

  29.24%

  Toilet(s)

  20.00%

  19.68%

  19.68%

  Score

  97.29%

  97.29%

  Information

  CIS

  30.00%

  29.68%

  29.68%

  Help Point

  15.00%

  14.14%

  14.14%

  Poster and Frames

  10.00%

  9.87%

  9.87%

  Public Address

  30.00%

  29.40%

  29.40%

  Signs

  15.00%

  14.84%

  14.84%

  Score

  97.93%

  97.93%

  Maintenance

  Car and Cycle Parking

  25.00%

  24.41%

  24.41%

  Hazard

  25.00%

  23.71%

  23.71%

  Lift

  25.00%

  24.49%

  24.49%

  Winterisation

  25.00%

  24.99%

  24.99%

  Score

97.61%

  97.61%

  Ticketing

  Ticket Buying

  100.00%

  96.93%

  96.93%

  Score

  96.93%

  96.93%

 
Train benchmarks for 2017

Ambience - 84%

Cleanliness - 72%

Information - 86%

On Train results for this period (Sunday 17 September to Saturday 14 October 2017)

  Service Quality Area

  Service Quality Indicator

  SQI Weight

  17/18-07

  All

   Ambience

  Lighting

  33.00%

  32.41%

  32.41%

  Toilet Facilities

33.00%

32.70%

  32.70%

  Vehicle Interior Condition

34.00%

33.88%

  33.88%

  Score

  98.99%

  98.99%

   Cleanliness

  Exterior Cleanliness

  10.00%

  9.76%

  9.76%

  Graffiti and Etching

  20.00%

  19.92%

  19.92%

  Interior Cleanliness

  30.00%

  29.82%

  29.82%

  Litter

  20.00%

  19.99%

  19.99%

  Toilet

  20.00%

  19.84%

  19.84%

  Score

  99.32%

  99.32%

   Information

  Customer Information Screens

  47.00%

  45.56%

  45.56%

  Mobile Data Coverage

  6.00%

  6.00%

  6.00%

  Public Address System

  47.00%

  46.74%

  46.74%

  Score

  98.30%

  98.30%

Stations results for this period (Sunday 20 August to Saturday 16 September 2017)

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-11

16/17-12

16/17-13

17/18-01

17/18-02

17/18-03

17/18-04

17/18-05

17/18-06

Ambience

Landscaping

20.00%

18.88%

19.61%

17.26%

18.86%

19.05%

19.11%

19.18%

19.18%

19.29%

Lighting

20.00%

19.23%

19.69%

18.41%

19.77%

19.87%

19.90%

19.89%

19.84%

19.80%

Seating

20.00%

17.97%

19.30%

17.12%

19.03%

19.48%

19.50%

19.61%

19.43%

19.45%

Shelter/Canopy

20.00%

18.96%

19.15%

16.50%

19.43%

19.64%

19.74%

19.65%

19.57%

19.69%

Toilet(s) Operational - Fit for Use

20.00%

18.55%

19.28%

19.45%

19.93%

19.42%

19.77%

19.83%

19.84%

19.69%

Score

93.58%

97.03%

88.74%

97.02%

97.46%

98.02%

98.16%

97.85%

97.93%

Cleanliness

Cleanliness

30.00%

25.67%

26.79%

25.81%

27.87%

28.33%

28.64%

28.31%

28.08%

28.18%

Graffiti

20.00%

19.39%

19.63%

18.33%

19.75%

19.79%

19.78%

19.75%

19.78%

19.76%

Litter

30.00%

26.81%

27.34%

25.95%

28.58%

28.99%

28.95%

29.04%

28.76%

29.01%

Toilet(s)

20.00%

16.56%

19.48%

19.69%

20.00%

19.51%

19.69%

19.94%

19.76%

19.72%

Score

88.44%

93.24%

89.77%

96.20%

96.63%

97.06%

97.03%

96.39%

96.67%

Information

CIS

30.00%

29.28%

29.55%

29.54%

29.54%

29.65%

29.46%

29.53%

29.82%

29.33%

Help Point

15.00%

12.61%

12.95%

8.35%

13.29%

13.88%

14.09%

13.96%

14.17%

14.12%

Poster and Frames

10.00%

9.48%

9.73%

8.84%

9.76%

9.85%

9.88%

9.85%

9.87%

9.87%

Public Address

30.00%

28.30%

29.80%

29.81%

29.45%

29.76%

29.87%

29.69%

29.85%

29.91%

Signs

15.00%

11.25%

14.07%

12.32%

14.51%

14.82%

14.83%

14.84%

14.86%

14.86%

Score

90.92%

96.09%

88.86%

96.54%

97.96%

98.14%

97.87%

98.57%

98.09%

Maintenance

Car and Cycle Parking

25.00%

23.09%

23.95%

23.96%

24.01%

23.90%

24.27%

24.01%

24.38%

24.50%

Hazard

25.00%

23.58%

23.88%

21.83%

23.01%

23.42%

23.49%

23.26%

23.15%

23.97%

Lift

25.00%

25.00%

25.00%

25.00%

25.00%

24.78%

24.48%

24.73%

23.68%

23.94%

Winterisation

25.00%

24.19%

24.48%

22.95%

24.97%

25.00%

24.97%

24.99%

24.95%

25.00%

Score

95.86%

97.31%

93.74%

97.00%

97.10%

97.21%

97.00%

96.16%

97.41%

Ticketing

Ticket Buying

100.00%

96.89%

97.14%

97.24%

99.04%

98.75%

99.67%

97.65%

98.37%

97.48%

Score

96.89%

97.14%

97.24%

99.04%

98.75%

99.67%

97.65%

98.37%

97.48%

 
Train benchmarks for 2017

Ambience - 84%

Cleanliness - 72%

Information - 86%

On Train results for this period (Sunday 20 August to Saturday 16 September 2017)

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-11

16/17-12

16/17-13

17/18-01

17/18-02

17/18-03

17/18-04

17/18-05

17/18-06

Ambience

Lighting

33.00%

30.86%

31.41%

31.65%

32.57%

32.55%

32.26%

32.13%

32.47%

32.56%

Toilet Facilities

33.00%

30.72%

32.00%

32.53%

32.54%

32.57%

32.57%

32.63%

32.52%

32.61%

Vehicle Interior Condition

34.00%

26.94%

31.87%

33.15%

33.55%

33.62%

33.54%

33.66%

33.76%

33.76%

Score

88.52%

95.28%

97.33%

98.66%

98.73%

98.38%

98.41%

98.75%

98.92%

Cleanliness

Exterior Cleanliness

10.00%

7.43%

8.56%

9.16%

9.89%

9.68%

9.42%

9.42%

9.86%

9.63%

Graffiti and Etching

20.00%

19.46%

19.78%

19.79%

19.84%

19.87%

19.82%

19.93%

19.91%

19.92%

Interior Cleanliness

30.00%

23.95%

28.09%

28.48%

29.15%

29.49%

29.68%

29.92%

29.72%

29.72%

Litter

20.00%

17.70%

19.15%

19.81%

19.99%

19.99%

20.00%

19.95%

19.95%

19.99%

Toilet

20.00%

18.65%

19.54%

19.79%

19.82%

19.87%

19.92%

19.87%

19.78%

19.85%

Score

87.19%

95.12%

97.02%

98.70%

98.89%

98.83%

99.08%

99.21%

99.11%

Information

Customer Information Screens

47.00%

46.87%

45.05%

45.65%

46.48%

47.00%

47.00%

47.00%

47.00%

47.00%

Mobile Data Coverage

6.00%

2.44%

4.26%

6.00%

6.00%

6.00%

6.00%

6.00%

6.00%

6.00%

Public Address System

47.00%

40.91%

45.26%

46.41%

46.74%

46.97%

46.95%

47.00%

47.00%

46.98%

Score

90.22%

94.57%

98.06%

99.22%

99.97%

99.95%

100.00%

100.00%

99.98%

 

Stations results for this period (Sunday 23 July to Saturday 19 August 2017)

  Service Quality Area

  Service Quality Indicator

  SQI Weight

  16/17-11

  16/17-12

  16/17-13

  17/18-01

  17/18-02

  17/18-03

  17/18-04

  17/18-05

  Ambience

  Landscaping

  20.00%

  18.88%

  19.61%

  17.26%

  18.86%

  19.05%

  19.11%

  19.18%

  19.18%

  Lighting

  20.00%

  19.23%

  19.69%

  18.41%

  19.77%

  19.87%

  19.90%

  19.89%

  19.84%

  Seating

  20.00%

  17.97%

  19.30%

  17.12%

  19.03%

  19.48%

  19.50%

  19.61%

  19.43%

  Shelter/Canopy

  20.00%

  18.96%

  19.15%

  16.50%

  19.43%

  19.64%

  19.74%

  19.65%

  19.56%

  Toilet(s) Operational - Fit for Use

  20.00%

  18.55%

  19.28%

  19.45%

  19.93%

  19.42%

  19.77%

  19.83%

  19.84%

  Score

  93.58%

  97.03%

  88.74%

  97.02%

  97.46%

  98.02%

  98.16%

  97.85%

  Cleanliness

  Cleanliness

  30.00%

  25.67%

  26.79%

  25.81%

  27.87%

  28.33%

  28.64%

  28.31%

  28.09%

  Graffiti

  20.00%

  19.39%

  19.63%

  18.33%

  19.75%

  19.79%

  19.78%

  19.75%

  19.78%

  Litter

30.00%

  26.81%

  27.34%

  25.95%

  28.58%

  28.99%

  28.95%

  29.04%

  28.76%

  Toilet(s)

20.00%

  16.56%

  19.48%

  19.69%

  20.00%

  19.51%

  19.69%

  19.94%

  19.76%

  Score

  88.44%

  93.24%

  89.77%

  96.20%

  96.63%

  97.06%

  97.03%

  96.40%

  Information

  CIS

  30.00%

  29.28%

  29.55%

  29.54%

  29.54%

  29.65%

  29.46%

  29.53%

  29.82%

  Help Point

  15.00%

  12.61%

  12.95%

  8.35%

  13.29%

  13.88%

  14.09%

  13.96%

  14.18%

  Poster and Frames

  10.00%

  9.48%

  9.73%

  8.84%

  9.76%

  9.85%

  9.88%

  9.85%

  9.88%

  Public Address

  30.00%

  28.30%

  29.80%

  29.81%

  29.45%

  29.76%

  29.87%

  29.69%

  29.85%

  Signs

  15.00%

  11.25%

  14.07%

  12.32%

  14.51%

  14.82%

  14.83%

  14.84%

  14.86%

  Score

  90.92%

  96.09%

  88.86%

  96.54%

  97.96%

  98.14%

  97.87%

  98.58%

  Maintenance

  Car and Cycle Parking

  25.00%

  23.09%

  23.95%

  23.96%

  24.01%

  23.90%

  24.27%

  24.01%

  24.40%

  Hazard

  25.00%

  23.58%

  23.88%

  21.83%

  23.01%

  23.42%

  23.49%

  23.26%

  23.18%

  Lift

  25.00%

  25.00%

  25.00%

  25.00%

  25.00%

  24.78%

  24.48%

  24.73%

  23.68%

  Winterisation

  25.00%

  24.19%

  24.48%

  22.95%

  24.97%

  25.00%

  24.97%

  24.99%

  24.95%

  Score

95.86%

97.31%

93.74%

97.00%

97.10%

97.21%

97.00%

96.21%

  Ticketing

  Ticket Buying

  100.00%

  96.89%

  97.14%

  97.24%

  99.04%

  98.75%

  99.67%

  97.65%

  98.36%

  Score

  96.89%

  97.14%

  97.24%

  99.04%

  98.75%

  99.67%

  97.65%

  98.36% 

 

On Train results for this period (Sunday 23 July to Saturday 19 August 2017)

Trains results 

  Service Quality Area

  Service Quality Indicator

  SQI Weight

  16/17-11

  16/17-12

  16/17-13

  17/18-01

  17/18-02

  17/18-03

  17/18-04

  17/18-05

  Ambience

  Lighting

  33.00%

  30.86%

  31.41%

  31.65%

  32.57%

  32.55%

  32.26%

  32.13%

  32.47%

 

  Toilet Facilities

  33.00%

  30.72%

  32.00%

  32.53%

  32.54%

  32.57%

  32.57%

  32.63%

  32.52%

 

  Vehicle Interior Condition

  34.00%

  26.94%

  31.87%

  33.15%

  33.55%

  33.62%

  33.54%

  33.66%

  33.76%

 

 

  Score

  88.52%

  95.28%

  97.33%

  98.66%

  98.73%

  98.38%

  98.41%

  98.75%

  Cleanliness

  Exterior Cleanliness

  10.00%

  7.43%

  8.56%

  9.16%

  9.89%

  9.68%

  9.42%

  9.42%

  9.86%

 

  Graffiti and Etching

  20.00%

  19.46%

  19.78%

  19.79%

  19.84%

  19.87%

  19.82%

  19.93%

  19.91%

 

  Interior Cleanliness

  30.00%

  23.95%

  28.09%

  28.48%

  29.15%

  29.49%

  29.68%

  29.92%

  29.72%

 

  Litter

  20.00%

  17.70%

  19.15%

  19.81%

  19.99%

  19.99%

  20.00%

  19.95%

  19.95%

 

  Toilet

  20.00%

  18.65%

  19.54%

  19.79%

  19.82%

  19.87%

  19.92%

  19.87%

  19.78%

 

 

  Score

  87.19%

  95.12%

  97.02%

  98.70%

  98.89%

  98.83%

  99.08%

  99.21%

  Information

  Customer Information Screens

  47.00%

  46.87%

  45.05%

  45.65%

  46.48%

  47.00%

  47.00%

  47.00%

  47.00%

 

  Mobile Data Coverage

  6.00%

  2.44%

  4.26%

  6.00%

  6.00%

  6.00%

  6.00%

  6.00%

  6.00%

 

  Public Address System

  47.00%

  40.91%

  45.26%

  46.41%

  46.74%

  46.97%

  46.95%

  47.00%

  47.00%

 

   

  Score

  90.22%

  94.57%

  98.06%

  99.22%

  99.97%

  99.95%

  100.00%

  100.00%

 

 

Stations results for Sunday 25 June to Saturday 22 July 2017

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-11

16/17-12

16/17-13

17/18-01

17/18-02

17/18-03

17/18-04

  Ambience

Landscaping

20.00%

18.88%

19.61%

17.26%

18.86%

19.05%

19.11%

19.18%

 

Lighting

20.00%

19.23%

19.68%

18.41%

19.77%

19.87%

19.90%

19.87%

 

Seating

20.00%

17.97%

19.30%

17.12%

19.03%

19.48%

19.50%

19.62%

 

Shelter/Canopy

20.00%

18.96%

19.15%

16.50%

19.43%

19.64%

19.74%

19.64%

 

Toilet(s) Operational - Fit for Use

20.00%

18.55%

19.28%

19.45%

19.93%

19.42%

19.77%

19.83%

 

 

Score

93.59%

97.02%

88.74%

97.02%

97.46%

98.02%

98.14%

Cleanliness

Cleanliness

30.00%

25.67%

26.79%

25.81%

27.87%

28.33%

28.64%

28.31%

 

Graffiti

20.00%

19.39%

19.63%

18.33%

19.75%

19.79%

19.78%

19.75%

 

Litter

30.00%

26.81%

27.34%

25.95%

28.58%

28.99%

28.95%

29.02%

 

Toilet(s)

20.00%

16.56%

19.48%

19.69%

20.00%

19.51%

19.69%

19.94%

 

 

Score

88.44%

93.24%

89.77%

96.20%

96.63%

97.06%

97.02%

Information

CIS

30.00%

29.28%

29.55%

29.54%

29.54%

29.65%

29.46%

29.53%

 

Help Point

15.00%

12.61%

12.95%

8.35%

13.29%

13.88%

14.09%

13.95%

 

Poster and Frames

10.00%

9.48%

9.73%

8.84%

9.76%

9.85%

9.88%

9.85%

 

Public Address

30.00%

28.30%

29.80%

29.81%

29.45%

29.76%

29.87%

29.68%

 

Signs

15.00%

11.25%

14.07%

12.32%

14.51%

14.82%

14.83%

14.84%

 

 

Score

90.92%

96.09%

88.86%

96.54%

97.96%

98.14%

97.85%

Maintenance

Car and Cycle Parking

25.00%

23.09%

23.95%

23.96%

24.01%

23.90%

24.27%

24.00%

 

Hazard

25.00%

23.58%

23.88%

21.83%

23.01%

23.42%

23.49%

23.22%

 

Lift

25.00%

25.00%

25.00%

25.00%

25.00%

24.78%

24.48%

24.73%

 

Winterisation

25.00%

24.19%

24.48%

22.95%

24.97%

25.00%

24.97%

24.99%

 

 

Score

95.86%

97.31%

93.74%

97.00%

97.10%

97.21%

96.93%

Ticketing

Ticket Buying

100.00%

96.89%

97.14%

97.24%

99.04%

98.75%

99.67%

97.61%

 

 

Score

96.89%

97.14%

97.24%

99.04%

98.75%

99.67%

97.61%


On Train results for Sunday 25 June to Saturday 22 July 2017

Trains results

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-11

16/17-12

16/17-13

17/18-01

17/18-02

17/18-03

17/18-04

Ambience

Lighting

33.00%

30.86%

31.41%

31.65%

32.57%

32.55%

32.26%

32.13%

 

Toilet Facilities

33.00%

30.72%

32.00%

32.53%

32.54%

32.57%

32.57%

32.63%

 

Vehicle Interior Condition

34.00%

26.94%

31.87%

33.15%

33.55%

33.62%

33.54%

33.66%

 

 

Score

88.52%

95.28%

97.33%

98.66%

98.73%

98.38%

98.41%

Cleanliness

Exterior Cleanliness

10.00%

7.43%

8.56%

9.16%

9.89%

9.68%

9.42%

9.42%

 

Graffiti and Etching

20.00%

19.46%

19.78%

19.79%

19.84%

19.87%

19.82%

19.93%

 

Interior Cleanliness

30.00%

23.95%

28.09%

28.48%

29.15%

29.49%

29.68%

29.92%

 

Litter

20.00%

17.70%

19.15%

19.81%

19.99%

19.99%

20.00%

19.95%

 

Toilet

20.00%

18.65%

19.54%

19.79%

19.82%

19.87%

19.92%

19.87%

 

 

Score

87.19%

95.12%

97.02%

98.70%

98.89%

98.83%

99.08%

Information

Customer Information Screens

47.00%

46.87%

45.05%

45.65%

46.48%

47.00%

47.00%

47.00%

 

Mobile Data Coverage

6.00%

2.44%

4.26%

6.00%

6.00%

6.00%

6.00%

6.00%

 

Public Address System

47.00%

40.91%

45.26%

46.41%

46.74%

46.97%

46.95%

47.00%

 

 

Score

90.22%

94.57%

98.06%

99.22%

99.97%

99.95%

100.00%

 

 

Stations results for Sunday 28 May to Saturday 24 June 2017

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-11

16/17-12

16/17-13

17/18-01

17/18-02

17/18-03

Ambience

Landscaping

20.00%

18.88%

19.61%

17.26%

18.86%

19.05%

19.11%

Lighting

20.00%

19.23%

19.68%

18.41%

19.77%

19.87%

19.90%

Seating

20.00%

17.97%

19.30%

17.12%

19.03%

19.48%

19.50%

Shelter/Canopy

20.00%

18.96%

19.15%

16.50%

19.43%

19.64%

19.74%

Toilet(s) Operational - Fit for Use

20.00%

18.55%

19.28%

19.45%

19.93%

19.42%

19.77%

Score

 

93.59%

97.02%

88.74%

97.02%

98.02%

97.78%

Cleanliness

Cleanliness

30.00%

25.67%

26.79%

25.81%

27.87%

28.33%

28.64%

Graffiti

20.00%

19.39%

19.63%

18.33%

19.75%

19.79%

19.78%

Litter

30.00%

26.81%

27.34%

25.95%

28.58%

28.99%

28.95%

Toilet(s)

20.00%

16.56%

19.48%

19.69%

20.00%

19.51%

19.69%

Score

 

88.44%

93.24%

89.77%

96.20%

96.63%

97.06%

Information

CIS

30.00%

29.28%

29.55%

29.54%

29.54%

29.65%

29.46%

Help Point

15.00%

12.61%

12.95%

8.35%

13.29%

13.88%

14.09%

Poster and Frames

10.00%

9.48%

9.73%

8.84%

9.76%

9.85%

9.88%

Public Address

30.00%

28.30%

29.80%

29.81%

29.45%

29.76%

29.87%

Signs

15.00%

11.25%

14.07%

12.32%

14.51%

14.82%

14.83%

Score

 

90.92%

96.09%

88.86%

96.54%

98.14%

99.40%

Maintenance

Car and Cycle Parking

25.00%

23.09%

23.95%

23.96%

24.01%

23.90%

24.27%

Hazard

25.00%

23.58%

23.88%

21.83%

23.01%

23.42%

23.49%

Lift

25.00%

25.00%

25.00%

25.00%

25.00%

24.78%

24.48%

Winterisation

25.00%

24.19%

24.48%

22.95%

24.97%

25.00%

24.97%

Score

 

95.86%

97.31%

93.74%

97.00%

97.10%

97.21%

Ticketing

Ticket Buying

100.00%

96.89%

97.14%

97.24%

99.04%

98.75%

99.67%

Score

 

96.89%

97.14%

97.24%

99.04%

98.75%

99.67%


On Train results for last period (Sunday 28 May to Saturday 24 June 2017)

 

Service Quality Indicator

SQI Weight

16/17-11

16/17-12

16/17-13

17/18-01

17/18-02

17/18-03

Ambience

Lighting

33.00%

30.86%

31.41%

31.65%

32.57%

32.55%

32.26%

Toilet Facilities

33.00%

30.72%

32.00%

32.53%

32.54%

32.57%

32.57%

Vehicle Interior Condition

34.00%

26.94%

31.87%

33.15%

33.55%

33.62%

33.54%

Score

88.52%

95.28%

97.33%

98.66%

98.73%

98.38%

Cleanliness

Exterior Cleanliness

10.00%

7.43%

8.56%

9.16%

9.89%

9.68%

9.42%

Graffiti and Etching

20.00%

19.46%

19.78%

19.79%

19.84%

19.87%

19.82%

Interior Cleanliness

30.00%

23.95%

28.09%

28.48%

29.15%

29.49%

29.68%

Litter

20.00%

17.70%

19.15%

19.81%

19.99%

19.99%

20.00%

Toilet

20.00%

18.65%

19.54%

19.79%

19.82%

19.87%

19.92%

Score

87.19%

95.12%

97.02%

98.70%

98.89%

98.83%

Information

Customer Information Screens

47.00%

46.87%

45.05%

45.65%

46.48%

47.00%

47.00%

Mobile Data Coverage

6.00%

2.44%

4.26%

6.00%

6.00%

6.00%

6.00%

Public Address System

47.00%

40.91%

45.26%

46.41%

46.74%

46.97%

46.95%

Score

90.22%

94.57%

98.06%

99.22%

99.97%

99.95%

Stations results for Sunday 29 April to Saturday 27 May 2017

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-11

16/17-12

16/17-13

17/18-01

17/18-02

Ambience

  Landscaping

20.00%

18.88%

19.61%

17.26%

18.86%

19.06%

  Lighting

20.00%

19.23%

19.68%

18.41%

19.77%

19.87%

  Seating

20.00%

17.97%

19.30%

17.12%

19.03%

19.47%

  Shelter/Canopy

20.00%

18.96%

19.15%

16.50%

19.43%

19.64%

  Toilets Operational - Fit for Use

20.00%

18.55%

19.28%

19.45%

19.93%

19.42%

  Score

93.59%

97.02%

88.74%

97.02%

97.46%

Cleanliness

  Cleanliness

30.00%

25.67%

26.79%

25.81%

27.87%

28.32%

  Graffiti

20.00%

19.39%

19.63%

18.33%

19.75%

19.79%

  Litter

30.00%

26.81%

27.34%

25.95%

28.58%

28.99%

  Toilet(s)

20.00%

16.56%

19.48%

19.69%

20.00%

19.51%

  Score

88.44%

93.24%

89.77%

96.20%

96.62%

Information

  CIS

30.00%

29.28%

29.55%

29.54%

29.54%

29.65%

  Help Point

15.00%

12.61%

12.95%

8.35%

13.29%

13.88%

  Poster and Frames

10.00%

9.48%

9.73%

8.84%

9.76%

9.85%

  Public Address

30.00%

28.30%

29.80%

29.81%

29.45%

29.76%

  Signs

15.00%

11.25%

14.07%

12.32%

14.51%

14.82%

  Score

90.92%

96.09%

88.86%

96.54%

97.96%

Maintenance

  Car and Cycle Parking

25.00%

23.09%

23.95%

23.96%

24.01%

23.90%

  Hazard

25.00%

23.58%

23.88%

21.83%

23.01%

23.41%

  Lift

25.00%

25.00%

25.00%

25.00%

25.00%

24.78%

  Winterisation

25.00%

24.19%

24.48%

22.95%

24.97%

25.00%

  Score

95.86%

97.31%

93.74%

97.00%

97.10%

Ticketing

  Ticket Buying

100.00%

96.89%

97.14%

97.24%

99.04%

98.75%

  Score

96.89%

97.14%

97.24%

99.04%

98.75%

On Train results for Sunday 29 April to Saturday 27 May 2017

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-11

16/17-12

16/17-13

17/18-01

17/18-02

Ambience

  Lighting

33.00%

30.86%

31.41%

31.65%

32.57%

32.55%

  Toilet Facilities

33.00%

30.72%

32.00%

32.53%

32.54%

32.57%

  Vehicle Interior Condition

34.00%

26.94%

31.87%

33.15%

33.55%

33.62%

  Score

88.52%

95.28%

97.33%

98.66%

98.73%

Cleanliness

  Exterior Cleanliness

10.00%

7.43%

8.56%

9.16%

9.89%

9.68%

  Graffiti and Etching

20.00%

19.46%

19.78%

19.79%

19.84%

19.87%

  Interior Cleanliness

30.00%

23.95%

28.09%

28.48%

29.15%

29.49%

  Litter

20.00%

17.70%

19.15%

19.81%

19.99%

19.99%

  Toilet

20.00%

18.65%

19.54%

19.79%

19.82%

19.87%

  Score

87.19%

95.12%

97.02%

98.70%

98.89%

Information

  Customer Information Screens

47.00%

46.87%

45.05%

45.65%

46.48%

47.00%

  Mobile Data Coverage

6.00%

2.44%

4.26%

6.00%

6.00%

6.00%

  Public Address System

47.00%

40.91%

45.26%

46.41%

46.74%

46.97%

  Score

90.22%

94.57%

98.06%

99.22%

99.97%

 Stations results for Period 1 (Saturday 1 April to Saturday 28 April 2017)

Service Quality Area

Service Quality Indicator

SQI-Weight

16/17-11

16/17-12

16/17 - 13

17/18 -01

Ambience

Landscaping

20.00%

18.88%

19.61%

17.25%

18.83%

Lighting

20.00%

19.23%

19.68%

18.40%

19.77%

Seating

20.00%

17.97%%

19.30%

17.11%

19.02%

Shelter/Canopy

20.00%

18.96%

19.15%

16.48%

19.48%

Toilet(s) Operational - Fit for Use

20.00%

18.55%

19.28%

19.45%

19.92%

Score

93.59%

97.02%

88.68% 97.02%

Cleanliness

Cleanliness

30.00%

25.67%

26.79%

25.80% 27.88%

Graffiti

20.00%

19.39%

19.63%

18.33% 19.75%

Litter

30.00%

26.81%

27.34%

25.94% 28.82%

Toilet(s)

20.00%

16.56%

19.48%

19.69% 20.00%

Score

88.44%

93.24%

89.75% 96.45%

Information

CIS

30.00%

29.28%

29.55%

29.54% 29.52%

Help Point

15.00%

12.61%

12.95%

8.25% 13.25%

Poster and Frames

10.00%

9.48%

9.73%

8.83% 9.76%

Public Address

30.00%

28.30%

29.80%

29.81% 29.57%

Signs

15.00%

11.25%

14.07%

12.31% 14.49%

Score

90.92%

96.09%

88.74% 96.60%

Maintenance

Car and Cycle Parking

25.00%

23.09%

23.95%

29.54% 29.52%

Hazard

25.00%

23.58%

23.88%

21.82% 22.95%

Lift

25.00%

25.00%

25.00%

25.00% 25.00%

Winterisation

25.00%

24.19%

24.48%

22.94% 24.97

Score

95.86

97.31

93.72 96.91

Ticketing

Ticket Buying

100.00%

96.89%

97.14%

97.24%  

Score

96.89%

97.14% 

97.24% 99.02%

 

On Train results for Period 1 (Saturday 1 April to Saturday 28 April 2017)

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-12

16/17-12

16/17-13

17.18-01

Ambience

Lighting

33.00%

30.86%

31.41%

31.65%

32.57%

Toilet Facilities

33.00%

30.72%

32.00%

32.53%

32.54%

Vehicle Interior Condition

34.00%

26.94%

31.87%

33.15%

33.55%

Score

88.52%

95.28%

97.33%

98.66%

Cleanliness

Exterior Cleanliness

10.00%

7.43%

8.56%

9.16%

9.89%

Graffiti and Etching

20.00%

19.46%

19.78%

19.79%

19.84%

Interior Cleanliness

30.00%

23.95%

28.09%

28.48%

29.15%

Litter

20.00%

17.70%

19.15%

19.81%

19.99%

Toilet

20.00%

18.65%

19.54%

19.79%

19.82%

Score

87.19%

95.12%

97.02%

98.70%

Information

Customer Information Screens

47.00%

46.87%

45.05%

45.65%

46.48%

Mobile Data Coverage

6.00%

2.44%

4.26$

6.00%

6.00%

Public Address System

47.00%

40.91%

45.26%

46.41%

46.74%

Score

90.22%

94.57%

98.06%

99.22%

Station Results for Period 13 (Sunday 5 March to Friday 31 March 2017) 

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-12

16/17-13

Ambience

Landscaping

20.00%

19.59%

17.87%

Lighting

20.00%

19.72%

18.81%

Seating

20.00%

19.29%

17.77%

Shelter/Canopy

20.00%

19.20%

17.26%

Toilet(s) Operational - Fit for Use

20.00%

19.63%

19.43%

Score

97.44%

91.13%

Cleanliness

Cleanliness

30.00%

26.80%

26.49%

Graffiti

20.00%

19.64%

18.74%

Litter

30.00%

27.32%

26.69%

Toilet(s)

20.00%

20.00%

19.68%

Score

93.76%

91.61%

Information

CIS

30.00%

29.68%

29.52%

Help Point

15.00%

12.91%

9.11%

Poster and Frames

10.00%

9.72%

9.07%

Public Address

30.00%

29.79%

29.81%

Signs

15.00%

14.04%

12.93%

Score

96.14%

90.44%

Maintenance

Car and Cycle Parking

25.00%

24.02%

23.98%

Hazard

25.00%

23.89%

22.22%

Lift

25.00%

25.00%

25.00%

Winterisation

25.00%

24.45%

23.49%

Score

97.36%

94.69%

Ticketing

Ticket Buying

100.00%

97.39%

97.58%

Score

97.39%

97.58% 


On Train Results for Period 12 (Sunday 5 February to Saturday 4 March 2017)

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-12

16/17-13

Ambience

Lighting

33.00%

31.41%

31.65%

Toilet Facilities

33.00%

32.00%

32.53%

Vehicle Interior Condition

34.00%

26.94%

33.15%

Score

95.28%

97.33%

Cleanliness

Exterior Cleanliness

10.00%

8.56%

9.16%

Graffiti and Etching

20.00%

19.78%

19.79%

Interior Cleanliness

30.00%

28.09%

28.48%

Litter

20.00%

19.15%

19.81%

Toilet

20.00%

19.54%

19.79%

Score

95.12%

97.02%

Information

Customer Information Screens

47.00%

45.05%

45.65%

Mobile Data Coverage

6.00%

4.26%

6.00%

Public Address System

47.00%

45.26%

46.41%

Score

94.57%

98.06%

 

 Stations results for period 12 (Sunday 5 February to Saturday 4 March 2017)

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-11

16/17-12

Ambience

Landscaping

20.00%

18.89%

19.59%

Lighting

20.00%

19.23%

19.72%

Seating

20.00%

17.97%

19.29%

Shelter/Canopy

20.00%

18.97%

19.20%

Toilet(s) Operational - Fit for Use

20.00%

18.55%

19.63%

Score

93.61%

97.44%

Cleanliness

Cleanliness

30.00%

25.72%

26.80%

Graffiti

20.00%

19.40%

19.64%

Litter

30.00%

26.76%

27.32%

Toilet(s)

20.00%

16.56%

20.00%

Score

88.44%

93.76%

Information

CIS

30.00%

29.29%

29.68%

Help Point

15.00%

12.73%

12.91%

Poster and Frames

10.00%

9.49%

9.72%

Public Address

30.00%

28.34%

29.79%

Signs

15.00%

11.35%

14.04%

Score

91.19%

96.14%

Maintenance

Car and Cycle Parking

25.00%

23.07%

24.02%

Hazard

25.00%

23.59%

23.89%

Lift

25.00%

25.00%

25.00%

Winterisation

25.00%

24.20%

24.45%

Score

95.86%

97.36%

Ticketing

Ticket Buying

100.00%

96.91%

97.39%

Score

96.91%

97.39%

 

 

 

On Train results for period 12 (Sunday 5 February to Saturday 4 March 2017) 

Service Quality Area

Service Quality Indicator

SQI Weight

16/17-11

16/17-12

Ambience

Lighting

33.00%

30.86%

31.41%

Toilet Facilities

33.00%

30.72%

32.00%

Vehicle Interior Condition

34.00%

26.94%

31.87%

Score

88.52%

95.28%

Cleanliness

Exterior Cleanliness

10.00%

7.43%

8.56%

Graffiti and Etching

20.00%

19.46%

19.78%

Interior Cleanliness

30.00%

23.95%

28.09%

Litter

20.00%

17.70%

19.15%

Toilet

20.00%

18.65%

19.54%

Score

87.19%

95.12%

Information

Customer Information Screens

47.00%

46.87%

45.05%

Mobile Data Coverage

6.00%

2.44%

4.26%

Public Address System

47.00%

40.91%

45.26%

Score

90.22%

94.57%

Stations results for last period (Sunday 8 January to Saturday 4 February 2017)

Service Quality Area and Benchmark required

Service Quality Indicator

SQI Weight

16/17-11

Ambience

(Benchmark - 0.79)

Landscaping

20.00%

18.89%

Lighting

20.00%

19.23%

Seating

20.00%

17.97%

Shelter/Canopy

20.00%

18.98%

Toilet(s) Operational - Fit for Use

20.00%

18.55%

Score

93.61%

Cleanliness

(Benchmark - 0.69)

Cleanliness

30.00%

25.71%

Graffiti

20.00%

19.39%

Litter

30.00%

26.79%

Toilet(s)

20.00%

16.56%

Score

88.46%

Information

(Benchmark - 0.80)

CIS

30.00%

29.29%

Help Point

15.00%

12.70%

Poster and Frames

10.00%

9.49%

Public Address

30.00%

28.33%

Signs

15.00%

11.35%

Score

91.15%

Maintenance

(Benchmark - 0.90)

Car and Cycle Parking

25.00%

23.05%

Hazard

25.00%

23.59%

Lift

25.00%

25.00%

Winterisation

25.00%

24.20%

Score

95.84%

Ticketing

(Benchmark - 0.92)

Ticket Buying

100.00%

96.91%

 

Score

96.91% 


On Train results for last period (Sunday 8 January to Saturday 4 February 2017) 

Service Quality Area and Benchmark required

Service Quality Indicator

SQI Weight

16/17-11

Ambience

(Benchmark - 0.84)

Lighting

33.00%

30.86%

Toilet Facilities

33.00%

30.72%

Vehicle Interior Condition

34.00%

26.94%

Score

88.52%

Cleanliness

(Benchmark - 0.72)

Exterior Cleanliness

10.00%

7.43%

Graffiti and Etching

20.00%

19.46%

Interior Cleanliness

30.00%

23.95%

Litter

20.00%

17.70%

Toilet

20.00%

18.65%

Score

87.19%

Information

(Benchmark - 0.86)

Customer Information Screens

47.00%

46.87%

Mobile Data Coverage

6.00%

2.44%

Public Address System

47.00%

40.91%

Score

90.22%