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 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%