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 Monday 01 April 2019 – Saturday 27 April 2019
Stations Scores by Rail Period
Service Quality Area
(Benchmark)
Service Quality Indicator Weight 19/20-01 Total
Ambience(0.88) Lighting - Working 10.00% 8.95% 8.95%
Lighting - Clean and in Good Condition 15.00% 14.69% 14.69%
Seating 25.00% 20.48% 20.48%
Shelter/Canopy 25.00% 21.54% 21.54%
Landscaping and Vegetation 25.00% 24.39% 24.39%
Score 90.60% 90.60%
Maintenance(0.94) Winterisation 25.00% 24.25% 24.25%
Hazard 25.00% 20.73% 20.73%
Lifts and Escalators - Operational 25.00% 24.00% 24.00%
Cycle Storage 10.00% 9.87% 9.87%
Car Park 15.00% 12.07% 12.07%
Score 87.85% 87.85%
Cleanliness (0.84) Cleanliness 30.00% 24.34% 24.34%
Graffiti and Etching 20.00% 17.60% 17.60%
Litter 30.00% 27.48% 27.48%
Toilet(s) 20.00% 16.13% 16.13%
Score 86.67% 86.67%
Information (0.89) CIS 30.00% 27.87% 27.87%
Help Point 15.00% 9.80% 9.80%
Public Address 30.00% 26.93% 26.93%
Signs 15.00% 13.28% 13.28%
Score 88.66% 88.66%
Ticketing (0.96) Ticket Buying 100.00% 92.11% 92.11%

Train results for Monday 01 April 2019 – Saturday 27 April 2019
Trains Scores by Rail Period
Service Quality Area
(Benchmark)
Service Quality Indicator SQIWeight 19/20-01 All
Cleanliness (0.86) Exterior Cleanliness 10.00% 8.89% 8.89%
Graffiti and Etching 15.00% 14.47% 14.47%
Interior Cleanliness 30.00% 21.72% 21.72%
Litter 20.00% 19.43% 19.43%
Toilet Cleanliness 10.00% 7.27% 7.27%
Toilet Facilities 15.00% 12.05% 12.05%
Score 90.60% 90.60%
Ambience(0.90) Lighting 50.00% 46.20% 46.20%
Vehicle Interior Condition 50.00% 46.20% 46.20%
Score 87.85% 87.85%
Information (0.94) Customer Information Screens 47.00% 39.89% 39.89%
Public Address System 47.00% 43.00% 43.00%
Mobile Data Coverage 6.00% 6.00% 6.00%
Score 88.72% 88.72%