We want to provide a quality product that
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
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% | ||||||||||||