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.

Station benchmarks for 2017

Ambience - 79%

Maintenance - 90%

Cleanliness - 69%

Stations results for last period (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%


Train benchmarks for 2017

Ambience - 84%

Cleanliness - 72%

Information - 86%

On Train results for last period (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%

 

 Previous Periods

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%