Frequently Asked Questions

Service Quality Results

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 28th April 2019 to 25th May 2019
Stations Scores by Rail Period
Service Quality Area
(Benchmark)		 Service Quality Indicator Weight 19/20-01 19/20-02 Total
Ambience (0.88) Lighting - Working 10.00% 8.95% 8.46% 8.73%
Lighting - Clean and in Good Condition 15.00% 14.69% 14.63% 14.66%
Seating 25.00% 20.48% 19.40% 19.94%
Shelter/Canopy 25.00% 21.54% 23.08% 22.28%
Landscaping and Vegetation 25.00% 24.39% 22.68% 23.55%
Score 90.60% 88.98% 89.81%
Maintenance (0.94) Winterisation 25.00% 24.25% 25.00% 24.43%
Hazard 25.00% 20.73% 20.85% 20.79%
Lifts and Escalators - Operational 25.00% 24.00% 23.65% 23.85%
Cycle Storage 10.00% 9.87% 9.60% 9.75%
Car Park 15.00% 12.07% 12.45% 12.27%
Score 87.85% 86.50% 87.26%
Cleanliness (0.84) Cleanliness 30.00% 24.34% 22.85% 23.47%
Graffiti and Etching 20.00% 17.60% 18.55% 18.06%
Litter 30.00% 27.48% 28.99% 28.21%
Toilet(s) 20.00% 16.13% 18.00% 16.86%
Score 86.67% 87.62% 87.13%
Information (0.89) CIS 30.00% 27.82% 26.95% 27.41%
Help Point 15.00% 9.80% 9.02% 9.40%
Public Address 30.00% 26.93% 28.54% 27.68%
Posters 5.00% 3.54% 4.35% 3.95%
Poster Frames 5.00% 3.54% 4.52% 4.03%
Signs 15.00% 13.28% 12.91% 13.10%
Score 88.66% 88.16% 88.40%
Ticketing (0.96) Ticket Buying 100.00% 92.11% 91.58% 91.84%
Score 92.11% 91.58% 91.84%

Train results for 28th April 2019 to 25th May 2019
Trains Scores by Rail Period
Service Quality Area Service Quality Indicator SQIWeight 19/20-01 19/20-02 All
Cleanliness (0.86) Exterior Cleanliness 10.00% 8.89% 8.67% 8.78%
Interior Cleanliness 30.00% 21.72% 16.57% 19.15%
Litter 20.00% 19.43% 19.54% 19.49%
Toilet Cleanliness 10.00% 7.27% 7.51% 7.35%
Toilet Facilities 15.00% 12.05% 11.43% 11.65%
Graffiti 8.00% 8.00% 8.00% 8.00%
Etching 7.00% 6.47% 6.79% 6.63%
Score 85.16% 78.33% 81.88%
Ambience (0.90) Lighting 50.00% 44.69% 46.00% 45.35%
Vehicle Interior Condition 50.00% 46.20% 46.63% 46.41%
Score 90.89% 92.63% 91.76%
Information (0.94) Customer Information Screens 47.00% 39.89% 37.98% 38.84%
Public Address System 47.00% 43.00% 44.49% 43.74%
Mobile Data Coverage 6.00% 6.00% 6.00% 6.00%
Score 88.72% 87.98% 88.34%

Previous Periods

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 26th May 2019 to 22nd June 2019
Stations Scores by Rail Period
Service Quality Area
(Benchmark)		 Service Quality Indicator Weight 19/20-01 19/20-02 19/20-03 Total
Ambience (0.88) Lighting - Working 10.00% 8.95% 8.46% 9.33% 8.86%
Lighting - Clean and in Good Condition 15.00% 14.69% 14.63% 14.69% 14.67%
Seating 25.00% 20.48% 19.40% 21.58% 20.48%
Shelter/Canopy 25.00% 21.54% 23.08% 21.75% 22.11%
Landscaping and Vegetation 25.00% 24.39% 22.68% 23.58% 23.56%
Score 90.60% 88.98% 91.10% 90.22%
Maintenance (0.94) Winterisation 25.00% 24.25% 25.00% 25.00% 24.43%
Hazard 25.00% 20.73% 20.85% 22.13% 21.21%
Lifts and Escalators - Operational 25.00% 24.00% 23.65% 23.81% 23.84%
Cycle Storage 10.00% 9.87% 9.60% 9.92% 9.80%
Car Park 15.00% 12.07% 12.45% 13.54% 12.71%
Score 87.85% 86.50% 90.04% 88.01%
Cleanliness (0.84) Cleanliness 30.00% 24.34% 22.85% 24.28% 23.72%
Graffiti and Etching 20.00% 17.60% 18.55% 18.43% 18.17%
Litter 30.00% 27.48% 28.99% 28.67% 28.35%
Toilet(s) 20.00% 16.13% 18.00% 18.40% 17.37%
Score 86.67% 87.62% 89.27% 87.79%
Information (0.89) CIS 30.00% 27.82% 26.95% 25.43% 26.84%
Help Point 15.00% 9.80% 9.02% 9.72% 9.50%
Public Address 30.00% 26.93% 28.54% 28.54% 27.91%
Posters 5.00% 3.54% 4.35% 4.07% 4.21%
Poster Frames 5.00% 3.54% 4.52% 4.53% 4.52%
Signs 15.00% 13.28% 12.91% 12.95% 13.05%
Score 88.66% 88.16% 86.41% 86.96%
Ticketing (0.96) Ticket Buying 100.00% 92.11% 91.58% 92.49% 92.04%
Score 92.11% 91.58% 92.49% 92.04%

Train results for 28th April 2019 to 25th May 2019
Trains Scores by Rail Period
Service Quality Area Service Quality Indicator SQIWeight 19/20-01 19/20-02 All Total
Cleanliness (0.86) Exterior Cleanliness 10.00% 8.89% 8.67% 8.61% 8.72%
Interior Cleanliness 30.00% 21.72% 16.57% 18.59% 18.97%
Litter 20.00% 19.43% 19.54% 19.60% 19.52%
Toilet Cleanliness 10.00% 7.27% 7.51% 7.45% 7.38%
Toilet Facilities 15.00% 12.05% 11.43% 12.96% 12.21%
Graffiti 8.00% 8.00% 8.00% 7.88% 7.89%
Etching 7.00% 6.47% 6.79% 6.87% 6.87%
Score 85.16% 78.33% 82.01% 81.92%
Ambience (0.90) Lighting 50.00% 44.69% 46.00% 45.05% 45.25%
Vehicle Interior Condition 50.00% 46.20% 46.63% 47.83% 46.88%
Score 90.89% 92.63% 92.88% 92.13%
Information (0.94) Customer Information Screens 47.00% 39.89% 37.98% 34.47% 37.29%
Public Address System 47.00% 43.00% 44.49% 46.32% 44.59%
Mobile Data Coverage 6.00% 6.00% 6.00% 4.89% 5.46%
Score 88.72% 87.98% 86.20% 87.60%

Previous Periods

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 23rd June 2019 to 20th July 2019
Stations Scores by Rail Period
Service Quality Area
(Benchmark)		 Service Quality Indicator Weight 19/20-01 19/20-02 19/20-03 19/20-04 Total
Ambience (0.88) Lighting - Working 10.00% 8.95% 8.46% 9.33% 8.68% 8.82%
Lighting - Clean and in Good Condition 15.00% 14.69% 14.63% 14.69% 14.56% 14.64%
Seating 25.00% 20.48% 19.40% 21.58% 22.45% 21.04%
Shelter/Canopy 25.00% 21.54% 23.08% 21.75% 22.11% 22.11%
Landscaping and Vegetation 25.00% 24.39% 22.68% 23.58% 22.70% 23.31%
Score 90.60% 88.98% 91.10% 90.85% 90.40%
Maintenance (0.94) Winterisation 25.00% 24.25% 25.00% 25.00% 25.00% 24.54%
Hazard 25.00% 20.73% 20.85% 22.13% 22.44% 21.27%
Lifts and Escalators - Operational 25.00% 24.00% 23.65% 23.81% 22.97% 23.62%
Cycle Storage 10.00% 9.87% 9.60% 9.92% 9.52% 9.71%
Car Park 15.00% 12.07% 12.45% 13.54% 12.78% 12.73%
Score 87.85% 86.50% 90.04% 88.03% 88.02%
Cleanliness (0.84) Cleanliness 30.00% 24.34% 22.85% 24.28% 22.87% 23.49%
Graffiti and Etching 20.00% 17.60% 18.55% 18.43% 17.61% 18.02%
Litter 30.00% 27.48% 28.99% 28.67% 28.60% 28.42%
Toilet(s) 20.00% 16.13% 18.00% 18.40% 15.29% 16.73%
Score 86.67% 87.62% 89.27% 86.17% 87.36%
Information (0.89) CIS 30.00% 27.82% 26.95% 25.43% 26.33% 26.69%
Help Point 15.00% 9.80% 9.02% 9.72% 10.57% 9.81%
Public Address 30.00% 26.93% 28.54% 28.54% 28.19% 27.98%
Posters 5.00% 3.54% 4.35% 4.07% 4.04% 4.15%
Poster Frames 5.00% 3.54% 4.52% 4.53% 4.51% 4.52%
Signs 15.00% 13.28% 12.91% 12.95% 13.43% 13.16%
Score 88.66% 88.16% 86.41% 88.20% 87.30%
Ticketing (0.96) Ticket Buying 100.00% 92.11% 91.58% 92.49% 91.74% 91.96%
Score 92.11% 91.58% 92.49% 91.74% 91.96%

Train results for 23rd June 2019 to 20th July 2019
Trains Scores by Rail Period
Service Quality Area Service Quality Indicator SQIWeight 19/20-01 19/20-02 19/20-03 19/20-04 Total
Cleanliness (0.86) Exterior Cleanliness 10.00% 8.89% 8.67% 8.61% 8.34% 8.63%
Interior Cleanliness 30.00% 21.72% 16.57% 18.59% 12.27% 17.28%
Litter 20.00% 19.43% 19.54% 19.60% 19.12% 19.42%
Toilet Cleanliness 10.00% 7.27% 7.51% 7.45% 6.77% 7.25%
Toilet Facilities 15.00% 12.05% 11.43% 12.96% 11.78% 12.09%
Graffiti 8.00% 8.00% 8.00% 7.88% 7.86% 7.87%
Etching 7.00% 6.47% 6.79% 6.87% 6.83% 6.85%
Score 85.16% 78.33% 82.01% 72.78% 79.66%
Ambience (0.90) Lighting 50.00% 44.69% 46.00% 45.05% 45.49% 45.31%
Vehicle Interior Condition 50.00% 46.20% 46.63% 47.83% 43.29% 46.00%
Score 90.89% 92.63% 92.88% 88.78% 91.30%
Information (0.94) Customer Information Screens 47.00% 39.89% 37.98% 34.47% 45.41% 39.53%
Public Address System 47.00% 43.00% 44.49% 46.32% 46.34% 45.03%
Mobile Data Coverage 6.00% 6.00% 6.00% 4.89% 6.00% 5.60%
Score 88.72% 87.98% 86.20% 87.92% 90.25%

Stations results for Sunday 3rd Feburary 2019 to Saturday 2nd March 2019
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 18/19-08 18/19-09 18/19-10 18/19-11 18/19-12 All
Ambience Landscaping 20.00% 19.87% 19.38% 19.12% 19.53% 19.60% 19.57% 19.60% 19.68% 19.78% 19.93% 19.85% 19.95% 19.66%
Lighting 20.00% 19.79% 19.89% 19.77% 19.83% 19.85% 19.83% 19.85% 19.83% 19.73% 19.65% 19.60% 19.73% 19.78%
Seating 20.00% 19.55% 19.63% 19.00% 19.35% 19.47% 19.25% 19.36% 19.60% 19.48% 19.49% 19.57% 19.63% 19.45%
Shelter/Canopy 20.00% 19.72% 19.78% 19.56% 19.53% 19.58% 19.44% 19.41% 19.67% 19.74% 19.70% 19.58% 19.71% 19.61%
Toilet(s) Operational - Fit for Use 20.00% 19.82% 19.87% 19.74% 19.74% 19.85% 19.61% 19.71% 19.56% 19.13% 19.64% 19.30% 19.28% 19.58%
Score 98.75% 98.54% 97.18% 97.97% 98.36% 97.71% 97.91% 98.33% 97.87% 98.39% 97.89% 98.29% 98.08%
Cleanliness Cleanliness 30.00% 27.96% 28.55% 27.26% 28.68% 28.59% 28.04% 28.43% 28.63% 28.73% 28.91% 28.57% 28.71% 28.45%
Graffiti 20.00% 19.81% 19.78% 19.75% 19.82% 19.85% 19.77% 19.77% 19.85% 19.79% 19.85% 19.82% 19.85% 19.81%
Litter 30.00% 29.20% 29.15% 28.67% 29.32% 29.32% 28.88% 28.97% 29.43% 29.32% 29.35% 29.23% 29.25% 29.18%
Toilet(s) 20.00% 19.64% 19.54% 19.68% 20.00% 19.84% 19.52% 19.38% 19.52% 19.24% 19.19% 19.27% 18.64% 19.44%
Score 96.62% 97.02% 95.36% 97.82% 97.61% 96.21% 96.55% 97.43% 97.08% 97.30% 96.90% 96.45% 96.88%
Information CIS 30.00% 29.82% 29.71% 29.12% 29.58% 29.66% 29.84% 29.56% 29.65% 29.46% 29.48% 29.62% 29.34% 29.58%
Help Point 15.00% 13.29% 13.51% 13.42% 13.83% 13.69% 13.55% 13.93% 14.25% 14.00% 14.11% 13.87% 13.86% 13.80%
Poster and Frames 10.00% 9.84% 9.92% 9.67% 9.89% 9.92% 9.92% 9.90% 9.92% 9.85% 9.91% 9.88% 9.93% 9.88%
Public Address 30.00% 29.66% 29.83% 29.99% 29.88% 29.93% 29.96% 30.00% 29.93% 29.60% 30.00% 29.76% 29.96% 29.87%
Signs 15.00% 14.61% 14.81% 14.49% 14.87% 14.86% 14.81% 14.82% 14.76% 14.71% 14.91% 14.74% 14.90% 14.78%
Score 97.22% 97.77% 96.69% 98.06% 98.06% 98.08% 98.21% 98.50% 97.63% 98.40% 97.88% 98.00% 97.92%
Maintenance Car and Cycle Parking 25.00% 24.53% 24.28% 24.32% 24.50% 24.69% 24.58% 24.35% 24.69% 24.50% 24.52% 24.39% 24.51% 24.50%
Hazard 25.00% 23.74% 23.78% 23.25% 24.11% 24.25% 24.13% 24.17% 24.34% 24.25% 24.23% 24.29% 24.14% 24.10%
Lift 25.00% 24.00% 23.86% 22.73% 23.49% 24.27% 24.75% 25.00% 24.53% 23.75% 25.00% 24.76% 25.00% 24.29%
Winterisation 25.00% 25.00% 24.98% 24.98% 25.00% 25.00% 24.99% 25.00% 24.92% 24.76% 25.00% 24.99% 24.95% 24.96%
Score 97.27% 96.90% 95.28% 97.10% 98.21% 98.46% 98.53% 98.48% 97.25% 98.75% 98.43% 98.61% 97.85%
Ticketing Ticket Buying 100.00% 99.15% 98.91% 97.82% 98.39% 99.70% 98.99% 98.38% 99.54% 99.03% 97.83% 96.87% 99.81% 98.70%
Score 15% 98.91% 97.82% 98.39% 99.70% 98.99% 98.38% 99.54% 99.03% 97.83% 96.87% 99.81% 98.70%

Train results for Sunday 3rd Feburary 2019 to Saturday 2nd March 2019
Trains Scores by Rail Period
Service Quality Area Service Quality Indicator SQIWeight 18/19-01 18/19-02 18/19-03 18/19-04 18/19-05 18/19-06 18/19-07 18/19-08 18/19-09 18/19-10 18/19-11 18/19-12 All
Ambience Lighting 33.00% 32.28% 32.69% 32.15% 32.46% 31.41% 32.28% 32.06% 31.64% 32.03% 31.97% 31.88% 31.82% 32.06%
Toilet Facilities 33.00% 32.21% 32.61% 32.43% 32.67% 32.37% 32.34% 32.51% 32.07% 32.28% 32.38% 32.17% 32.26% 32.36%
Vehicle Interior Condition 34.00% 33.39% 33.79% 33.39% 33.71% 33.45% 33.02% 33.39% 33.35% 32.75% 33.43% 33.24% 33.41% 33.37%
Score 97.88% 99.09% 97.97% 98.85% 97.22% 97.65% 97.96% 97.06% 97.05% 97.77% 97.29% 97.5% 97.79%
Cleanliness Exterior Cleanliness 10.00% 9.56% 9.92% 9.73% 9.96% 9.53% 9.83% 9.73% 9.24% 9.58% 9.73% 9.81% 9.55% 9.69%
Graffiti and Etching 20.00% 19.64% 19.82% 19.84% 19.88% 19.83% 19.76% 19.83% 19.89% 19.91% 19.85% 19.84% 19.88% 19.83%
Interior Cleanliness 30.00% 28.86% 29.43% 28.96% 29.73% 29.27% 28.78% 28.87% 29.21% 29.55% 29.39% 28.92% 28.88% 29.16%
Litter 20.00% 19.60% 19.95% 19.91% 19.64% 19.14% 19.65% 19.46% 19.30% 19.57% 19.86% 19.90% 19.88% 19.65%
Toilet 20.00% 19.76% 19.90% 19.82% 19.84% 19.73% 19.75% 19.82% 19.61% 19.72% 19.88% 19.76% 19.76% 19.78%
Score 97.41% 99.02% 98.26% 99.06% 97.49% 97.78% 97.71% 97.24% 98.33% 98.71% 98.21% 97.94% 98.11%
Information Customer Information Screens 47.00% 46.62% 47.00% 46.92% 47.00% 45.79% 47.00% 46.05% 46.17% 46.63% 46.37% 43.75% 46.93% 46.24%
Mobile Data Coverage 6.00% 6.00% - - - 6.00% 6.00% 6.00% 6.00% 6.00% 6.00% 5.57% 6.00% 5.98%
Public Address System 47.00% 46.96% 46.98% 46.79% 46.98% 46.77% 47.00% 46.59% 46.98% 46.94% 46.98% 46.06% 46.71% 46.82%
Score 99.58% 99.98% 99.71% 99.98% 98.56% 100.00% 98.64% 99.15% 99.57% 99.35% 95.38% 99.64% 99.04%

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 14th October 2018 to Saturday 10th November 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  18/19-08  All
 Ambience  Landscaping 20.00%  19.87%  19.38%  19.12%  19.53%  19.60%  19.57%  19.60%  19.67%  19.55%
 Lighting 20.00%  19.79%  19.89%  19.77%  19.83%  19.85%  19.83%  19.85%  19.83%  19.83%
 Seating 20.00%  19.55%  19.63%  19.00%  19.35%  19.47%  19.25%  19.36%  19.60%  19.40%
 Shelter/Canopy 20.00%  19.72%  19.78%  19.56%  19.53%  19.58%  19.44%  19.41%  19.67%  19.57%
 Toilet(s) Operational - Fit for Use 20.00%  19.82%  19.87%  19.74%  19.74%  19.85%  19.61%  19.71%  19.56%  19.72%
 Score  98.75%  98.54%  97.18%  97.97%  98.36%  97.71%  97.91%  98.32%  98.08%
 Cleanliness  Cleanliness 30.00%  27.96%  28.55%  27.26% 28.68%  28.59% 28.04%  28.43%  28.64%  28.31%
 Graffiti 20.00%  19.81%  19.78%  19.75%  19.82% 19.85%  19.77% 19.77%  19.85%  19.80%
 Litter 30.00%  29.20%  29.15%  28.67%  29.32% 29.32%  28.88% 28.97%  29.42%  29.12%
 Toilet(s) 20.00%  19.64%  19.54%  19.68%  20.00% 19.84%  19.52% 19.38%  19.52%  19.63%
 Score  96.62%  97.02%  95.36%  97.82% 97.61%  96.21%  96.55%  97.43 %  96.86%
 Information  CIS 30.00%  29.82%  29.71%  29.12% 29.58%  29.66% 29.84%  29.56%  29.65%  29.63%
 Help Point 15.00%  13.29%  13.51%  13.42%  13.83% 13.69%  13.55% 13.93%  14.25%  13.72%
 Poster and Frames 10.00%  9.84%  9.92%  9.67%  9.89% 9.92%  9.92% 9.90%  9.92%  9.88%
 Public Address 30.00%  29.66%  29.83%  29.99%  29.88% 29.93%  29.96% 30.00%  29.93%  29.91%
 Signs 15.00%  14.61%  14.81%  14.49%  14.87% 14.86%  14.81% 14.82%  14.76%  14.77%
 Score  97.22%  97.77%  96.69%  98.06%  98.06%  98.08%  98.21%  98.50 %  97.90%
 Maintenance  Car and Cycle Parking 25.00%  24.53%  24.28%  24.32% 24.50%  24.69% 24.58%  24.35%  24.68%  24.51%
 Hazard 25.00%  23.74%  23.78%  23.25%  24.11% 24.25%  24.13% 24.17%  24.33%  24.03%
 Lift 25.00%  24.00%  23.86%  22.73%  23.49% 24.27%  24.75% 25.00%  24.52%  24.15%
 Winterisation 25.00%  25.00%  24.98%  24.98%  25.00% 25.00%  24.99% 25.00%  24.92%  24.98%
 Score  97.27%  96.90%  95.28%  97.10%  98.21%  98.46%  98.53%  98.46%  97.67%
 Ticketing  Ticket Buying 100.00%  99.15%  98.91%  97.82% 98.39%  99.70% 98.99%  98.38%  99.54%  98.93%
 Score  99.15%  98.91%  97.82%  98.39%  99.70%  98.99%  98.38%  99.54%  98.93%
Train results for Sunday 14th October 2018 to Saturday 10th November 2018
 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  18/19-08  All
 Ambience  Lighting 33.00%  32.28%  32.69%  32.15%  32.46%  31.41%  32.28%  32.06%  31.62%  32.13%
 Toilet Facilities 33.00%  32.21%  32.61%  32.43%  32.67%  32.37%  32.34%  32.51%  32.06%  32.41%
 Vehicle Interior Condition 34.00%  33.39%  33.79%  33.39%  33.71%  33.45%  33.02%  33.39%  33.34%  33.44%
 Score  97.88%  99.09%  97.97%  98.85%  97.22%  97.65%  97.96%  97.02%  97.98%
Cleanliness  Exterior Cleanliness 10.00%  9.56%  9.92%  9.73%  9.96%  9.53%  9.83%  9.73%  9.23%  9.70%
 Graffiti and Etching 20.00%  19.64%  19.82%  19.84%  19.88%  19.83%  19.76%  19.83%  19.88%  19.81%
 Interior Cleanliness 30.00%  28.86%  29.43%  28.96%  29.73%  29.27%  28.78%  28.87%  29.20%  29.15%
 Litter 20.00%  19.60%  19.95%  19.91%  19.64%  19.14%  19.65%  19.46%  19.29%  19.58%
 Toilet 20.00%  19.76%  19.90%  19.82%  19.84%  19.73%  19.75%  19.82%  19.60%  19.78%
 Score  97.41%  99.02%  98.26%  99.06%  97.49%  97.78%  97.71%  97.20%  98.02%
Information  Customer Information Screens 47.00%  46.62%  47.00%  46.92%  47.00%  45.79%  47.00%  46.05%  46.12%  46.45%
 Mobile Data Coverage 6.00%  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%  46.98%  46.89%
 Score  99.58%  99.98%  99.71%  99.98%  98.56%  100.00%  98.64%  99.10%  99.33%

 

Stations results for Sunday 11th November 2018 to Saturday 8th December 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 18/19-08 18/19-09 All
Ambience Landscaping 20.00% 19.87% 19.38% 19.12% 19.53% 19.60% 19.57% 19.60% 19.68% 19.78% 19.58%
Lighting 20.00% 19.79% 19.89% 19.77% 19.83% 19.85% 19.83% 19.85% 19.83% 19.73% 19.82%
Seating 20.00% 19.55% 19.63% 19.00% 19.35% 19.47% 19.25% 19.36% 19.60% 19.48% 19.41%
Shelter/Canopy 20.00% 19.72% 19.78% 19.56% 19.53% 19.58% 19.44% 19.41% 19.67% 19.74% 19.59%
Toilet(s) Operational - Fit for Use 20.00% 19.82% 19.87% 19.74% 19.74% 19.85% 19.61% 19.71% 19.56% 19.13% 19.65%
Score 98.75% 98.54% 97.18% 97.97% 98.36% 97.71% 97.91% 98.33% 97.87% 98.05%
Cleanliness Cleanliness 30.00% 27.96% 28.55% 27.26% 28.68% 28.59% 28.04% 28.43% 28.63% 28.73% 28.36%
Graffiti 20.00% 19.81% 19.78% 19.75% 19.82% 19.85% 19.77% 19.77% 19.85% 19.79% 19.80%
Litter 30.00% 29.20% 29.15% 28.67% 29.32% 29.32% 28.88% 28.97% 29.43% 29.32% 29.15%
Toilet(s) 20.00% 19.64% 19.54% 19.68% 20.00% 19.84% 19.52% 19.38% 19.52% 19.24% 19.58%
Score 96.62% 97.02% 95.36% 97.82% 97.61% 96.21% 96.55% 97.43% 97.08% 96.88%
Information CIS 30.00% 29.82% 29.71% 29.12% 29.58% 29.66% 29.84% 29.56% 29.65% 29.46% 29.61%
Help Point 15.00% 13.29% 13.51% 13.42% 13.83% 13.69% 13.55% 13.93% 14.25% 14.00% 13.76%
Poster and Frames 10.00% 9.84% 9.92% 9.67% 9.89% 9.92% 9.92% 9.90% 9.92% 9.85% 9.88%
Public Address 30.00% 29.66% 29.83% 29.99% 29.88% 29.93% 29.96% 30.00% 29.93% 29.60% 29.87%
Signs 15.00% 14.61% 14.81% 14.49% 14.87% 14.86% 14.81% 14.82% 14.76% 14.71% 14.76%
Score 97.22% 97.77% 96.69% 98.06% 98.06% 98.08% 98.21% 98.50% 97.63% 97.87%
Maintenance Car and Cycle Parking 25.00% 24.53% 24.28% 24.32% 24.50% 24.69% 24.58% 24.35% 24.69% 24.50% 24.51%
Hazard 25.00% 23.74% 23.78% 23.25% 24.11% 24.25% 24.13% 24.17% 24.34% 24.25% 24.05%
Lift 25.00% 24.00% 23.86% 22.73% 23.49% 24.27% 24.75% 25.00% 24.53% 23.75% 24.11%
Winterisation 25.00% 25.00% 24.98% 24.98% 25.00% 25.00% 24.99% 25.00% 24.92% 24.76% 24.96%
Score 97.27% 96.90% 95.28% 97.10% 98.21% 98.46% 98.53% 98.48% 97.25% 97.63%
Ticketing Ticket Buying 100.00% 99.15% 98.91% 97.82% 98.39% 99.70% 98.99% 98.38% 99.54% 99.03% 98.94%
Score 15% 98.91% 97.82% 98.39% 99.70% 98.99% 98.38% 99.54% 99.03% 98.94%

 

Train results for Sunday 11th November 2018 to Saturday 8th December 2018

 

Trains Scores by Rail Period
Service Quality Area Service Quality Indicator SQIWeight 18/19-01 18/19-02 18/19-03 18/19-04 18/19-05 18/19-06 18/19-07 18/19-08 19/19-09 All
Ambience Lighting 33.00% 32.28% 32.69% 32.15% 32.46% 31.41% 32.28% 32.06% 31.64% 32.03% 32.12%
Toilet Facilities 33.00% 32.21% 32.61% 32.43% 32.67% 32.37% 32.34% 32.51% 32.07% 32.28% 32.39%
Vehicle Interior Condition 34.00% 33.39% 33.79% 33.39% 33.71% 33.45% 33.02% 33.39% 33.35% 32.75% 33.37%
Score 97.88% 99.09% 97.97% 98.85% 97.22% 97.65% 97.96% 97.06% 97.05% 97.88%
Cleanliness Exterior Cleanliness 10.00% 9.56% 9.92% 9.73% 9.96% 9.53% 9.83% 9.73% 9.24% 9.58% 9.68%
Graffiti and Etching 20.00% 19.64% 19.82% 19.84% 19.88% 19.83% 19.76% 19.83% 19.89% 19.91% 19.82%
Interior Cleanliness 30.00% 28.86% 29.43% 28.96% 29.73% 29.27% 28.78% 28.87% 29.21% 29.55% 29.20%
Litter 20.00% 19.60% 19.95% 19.91% 19.64% 19.14% 19.65% 19.46% 19.30% 19.57% 19.58%
Toilet 20.00% 19.76% 19.90% 19.82% 19.84% 19.73% 19.75% 19.82% 19.61% 19.72% 19.77%
Score 97.41% 99.02% 98.26% 99.06% 97.49% 97.78% 97.71% 97.24% 98.33% 98.06%
Information Customer Information Screens 47.00% 46.62% 47.00% 46.92% 47.00% 45.79% 47.00% 46.05% 46.17% 46.63% 46.48%
Mobile Data Coverage 6.00% 6.00% - - - 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% 46.98% 46.94% 46.89%
Score 99.58% 99.98% 99.71% 99.98% 98.56% 100.00% 98.64% 99.15% 99.57% 99.37%

 

Stations results for Sunday 9th December 2018 to Saturday 5th January 2019
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 18/19-08 18/19-09 19/19-10 All
Ambience Landscaping 20.00% 19.87% 19.38% 19.12% 19.53% 19.60% 19.57% 19.60% 19.68% 19.78% 19.92% 19.61%
Lighting 20.00% 19.79% 19.89% 19.77% 19.83% 19.85% 19.83% 19.85% 19.83% 19.73% 19.65% 19.81%
Seating 20.00% 19.55% 19.63% 19.00% 19.35% 19.47% 19.25% 19.36% 19.60% 19.48% 19.51% 19.42%
Shelter/Canopy 20.00% 19.72% 19.78% 19.56% 19.53% 19.58% 19.44% 19.41% 19.67% 19.74% 19.69% 19.60%
Toilet(s) Operational - Fit for Use 20.00% 19.82% 19.87% 19.74% 19.74% 19.85% 19.61% 19.71% 19.56% 19.13% 19.61% 19.64%
Score 98.75% 98.54% 97.18% 97.97% 98.36% 97.71% 97.91% 98.33% 97.87% 98.38% 98.08%
Cleanliness Cleanliness 30.00% 27.96% 28.55% 27.26% 28.68% 28.59% 28.04% 28.43% 28.63% 28.73% 28.89% 28.40%
Graffiti 20.00% 19.81% 19.78% 19.75% 19.82% 19.85% 19.77% 19.77% 19.85% 19.79% 19.85% 19.81%
Litter 30.00% 29.20% 29.15% 28.67% 29.32% 29.32% 28.88% 28.97% 29.43% 29.32% 29.33% 29.16%
Toilet(s) 20.00% 19.64% 19.54% 19.68% 20.00% 19.84% 19.52% 19.38% 19.52% 19.24% 19.13% 19.55%
Score 96.62% 97.02% 95.36% 97.82% 97.61% 96.21% 96.55% 97.43% 97.08% 97.19% 96.91%
Information CIS 30.00% 29.82% 29.71% 29.12% 29.58% 29.66% 29.84% 29.56% 29.65% 29.46% 29.48% 29.60%
Help Point 15.00% 13.29% 13.51% 13.42% 13.83% 13.69% 13.55% 13.93% 14.25% 14.00% 14.08% 13.79%
Poster and Frames 10.00% 9.84% 9.92% 9.67% 9.89% 9.92% 9.92% 9.90% 9.92% 9.85% 9.91% 9.88%
Public Address 30.00% 29.66% 29.83% 29.99% 29.88% 29.93% 29.96% 30.00% 29.93% 29.60% 30.00% 29.88%
Signs 15.00% 14.61% 14.81% 14.49% 14.87% 14.86% 14.81% 14.82% 14.76% 14.71% 14.90% 14.77%
Score 97.22% 97.77% 96.69% 98.06% 98.06% 98.08% 98.21% 98.50% 97.63% 98.37% 97.91%
Maintenance Car and Cycle Parking 25.00% 24.53% 24.28% 24.32% 24.50% 24.69% 24.58% 24.35% 24.69% 24.50% 24.51% 24.51%
Hazard 25.00% 23.74% 23.78% 23.25% 24.11% 24.25% 24.13% 24.17% 24.34% 24.25% 24.21% 24.07%
Lift 25.00% 24.00% 23.86% 22.73% 23.49% 24.27% 24.75% 25.00% 24.53% 23.75% 25.00% 24.17%
Winterisation 25.00% 25.00% 24.98% 24.98% 25.00% 25.00% 24.99% 25.00% 24.92% 24.76% 25.00% 24.96%
Score 97.27% 96.90% 95.28% 97.10% 98.21% 98.46% 98.53% 98.48% 97.25% 98.73% 97.70%
Ticketing Ticket Buying 100.00% 99.15% 98.91% 97.82% 98.39% 99.70% 98.99% 98.38% 99.54% 99.03% 97.78% 98.85%
Score 15% 98.91% 97.82% 98.39% 99.70% 98.99% 98.38% 99.54% 99.03% 97.78% 98.85%

 

Train results for Sunday 9th December 2018 to Saturday 5th January 2019 
Trains Scores by Rail Period
Service Quality Area Service Quality Indicator SQIWeight 18/19-01 18/19-02 18/19-03 18/19-04 18/19-05 18/19-06 18/19-07 18/19-08 19/19-09 19/19-10 All
Ambience Lighting 33.00% 32.28% 32.69% 32.15% 32.46% 31.41% 32.28% 32.06% 31.64% 32.03% 31.94% 32.10%
Toilet Facilities 33.00% 32.21% 32.61% 32.43% 32.67% 32.37% 32.34% 32.51% 32.07% 32.28% 32.36% 32.39%
Vehicle Interior Condition 34.00% 33.39% 33.79% 33.39% 33.71% 33.45% 33.02% 33.39% 33.35% 32.75% 33.41% 33.37%
Score 97.88% 99.09% 97.97% 98.85% 97.22% 97.65% 97.96% 97.06% 97.05% 97.71% 97.87%
Cleanliness Exterior Cleanliness 10.00% 9.56% 9.92% 9.73% 9.96% 9.53% 9.83% 9.73% 9.24% 9.58% 9.72% 9.69%
Graffiti and Etching 20.00% 19.64% 19.82% 19.84% 19.88% 19.83% 19.76% 19.83% 19.89% 19.91% 19.84% 19.82%
Interior Cleanliness 30.00% 28.86% 29.43% 28.96% 29.73% 29.27% 28.78% 28.87% 29.21% 29.55% 29.37% 29.21%
Litter 20.00% 19.60% 19.95% 19.91% 19.64% 19.14% 19.65% 19.46% 19.30% 19.57% 19.86% 19.61%
Toilet 20.00% 19.76% 19.90% 19.82% 19.84% 19.73% 19.75% 19.82% 19.61% 19.72% 19.87% 19.78%
Score 97.41% 99.02% 98.26% 99.06% 97.49% 97.78% 97.71% 97.24% 98.33% 98.67% 98.11%
Information Customer Information Screens 47.00% 46.62% 47.00% 46.92% 47.00% 45.79% 47.00% 46.05% 46.17% 46.63% 46.33% 46.45%
Mobile Data Coverage 6.00% 6.00% - - - 6.00% 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% 46.98% 46.94% 46.98% 46.90%
Score 99.58% 99.98% 99.71% 99.98% 98.56% 100.00% 98.64% 99.15% 99.57% 99.31% 99.35%