Skip to main content
Looking for something?

Northern is adapting its current Service Quality Regime in line with other Train Operating Companies. This may result in a larger variation in results from Period 1 onwards.

We want to provide a quality product that you, our customers should receive each and every day. To do this we audit our trains and stations through the eyes of our customers.

We will do this for the duration of our franchise and aim to meet the below benchmarks for both stations and trains. These benchmarks are based on what our customers say are important to them.

Rail Year 2024

ComponentAreaBenchmark 2023/242024/P12024/P22024/P32024/P42024/P52024/P6
 01/04/2330/04/2325/05/2325/06/2323/07/2320/08/23
09/04/2327/05/2324/06/2322/07/2319/08/2316/09/23
StationAmbience and Assets81%74.77%71.90%73.63%78.96%72.62%71.61%
Cleanliness and Graffiti75%71.44%78.21%77.16%77.00%73.68%71.36%
Information70%59.19%51.77%51.57%49.04%48.90%50.37%
Ticketing & Staffing93%84.14%91.24%85.93%67.89%88.67%83.42%
TrainsAmbience and Assets84%77.84%75.52%77.10%77.39%77.38%80.92%
Cleanliness and Graffiti84%84.21%83.02%84.31%86.28%87.42%89.05%
Information83%74.43%73.55%68.16%76.35%75.36%75.98%
Customer ServiceStaff Helpfulness 78.50%78.38%62.25%81.75%73.23%73.24%
Online Information 59.72%54.37%59.33%55.17%56.30%59.72%

 

ComponentAreaBenchmark 2023/242024/P72024/P82024/P92024/P102024/P112024/P12
 17/09/2315/10/2312/11/2310/12/2307/01/2404/02/24
14/10/2311/11/2309/12/2306/01/2403/02/2402/03/24
StationAmbience and Assets81%73.45%72.13%73.74%76.79%71.54%67.33%
Cleanliness and Graffiti75%77.91%73.36%72.95%74.02%78.38%57.88%
Information70%55.83%54.63%56.17%57.99%59.60%54.95%
Ticketing & Staffing93%89.02%82.47%79.68%81.65%89.66%81.99%
TrainsAmbience and Assets84%75.54%76.03%79.96%79.57%82.72%78.37%
Cleanliness and Graffiti84%89.71%87.46%87.75%87.07%86.94%84.15%
Information83%76.98%74.55%78.44%88.37%84.58%77.45%
Customer ServiceStaff Helpfulness 65.88%75.21%72.38%84.88%81.50%82.63%
Online Information 74.01%86.96%78.47%65.15%65.71%85.71%

Rail Year 2023

ComponentAreaBenchmark 2022/232022/P12022/P22022/P32022/P42022/P52022/P6
 01/04/2201/05/2229/05/2225/06/2224/07/2221/08/22
30/04/2228/05/2225/06/2223/07/2220/08/2217/09/22
StationAmbience and Assets81%83.13%81.99%77.95%77.92%75.14%82.61%
Cleanliness and Graffiti75%71.02%66.02%68.69%71.48%72.66%79.86%
Information70%61.10%54.72%50.21%51.85%52.74%55.79%
Ticketing & Staffing93%83.31%90.39%94.19%92.40%98.00%93.07%
TrainsAmbience and Assets84%87.44%85.53%79.50%83.31%83.52%83.60%
Cleanliness and Graffiti84%84.99%83.53%77.54%82.14%85.20%87.68%
Information83%61.19%54.23%55.32%46.54%46.86%54.73%
Customer ServiceStaff Helpfulness 73.82%73.85%81.67%73.06%75.25%81.50%
Online Information 47.22%48.65%48.57%43.06%50.00%45.83%

 

ComponentAreaBenchmark 2022/232022/P72022/P82022/P92022/P102023/P112023/P122023/P13
 18/09/2216/10/2213/11/2211/12/2208/01/2305/02/2305/03/23
15/10/2212/11/2210/12/2207/01/2304/02/2304/03/2331/03/23
StationAmbience and Assets81%79.88%75.59%81.97% 79.98%73.15%84.15%
Cleanliness and Graffiti75%74.55%77.13%75.70% 86.79%78.50%79.38%
Information70%54.59%52.72%52.25% 61.84%54.21%59.58%
Ticketing & Staffing93%92.94%89.67%92.10% 88.12%87.37%94.64%
TrainsAmbience and Assets84%85.62%84.90%84.94%81.38%82.65%81.12%78.59%
Cleanliness and Graffiti84%89.62%88.68%86.24%91.04%87.66%84.24%85.56%
Information83%47.60%50.53%51.88%39.47%53.73%67.11%67.24%
Customer ServiceStaff Helpfulness 80.19%78.48%79.00%76.46%80.63%80.38%82.13%
Online Information 47.22%47.22%48.61%47.14%41.67%48.61%50.00%

End of Year scores

  Rail Year - 2023
StationStation Ambience and Assets78.62%
Station Cleanliness and Graffiti75.04%
Station Information54.12%
Station Ticketing and Staffing90.72%
TrainsTrain Ambience and Assets83.27%
Train Cleanliness and Graffiti85.84%
Train Information51.41%
Customer ServiceCustomer Service Staff Helpfulness78.20%
Customer Service Online Information47.22%

Northern App

Streamline your journey and get tickets straight to your phone. Making your journey contact-free.

Northern App

Streamline your journey and get tickets straight to your phone. Making your journey contact-free.