Service Quality Report
Our Service Quality Report gives you an overview of several key processes we have in place to improve our service quality.
How we're improving our service
As part of our commitment to providing exemplary customer service, independent auditors conduct Service Quality Regime (SQR) audits on our trains, at our stations and on our website and social media platforms.
These audits consider the facilities available to you (e.g. how clean our trains and stations are) and your interactions with our colleagues (e.g. how good our customer service is).
How we're doing
Every four weeks, we update this page with our latest SQR results below. We compare our scores alongside the benchmarks the Department for Transport set to help us focus on areas that need improvement to enhance your experience with us.
Updated 28 June 2024.
| Service Quality Area | Benchmark 24/25 | Period 1: 1 to 27 April 2024 | Period 2: 28 April to 25 May 2024 | Period 3: 26 May to 22 June 2024 |
|---|---|---|---|---|
| Station Ambience & Assets | 80% | 85.49% | 83.92% | 82.59% |
| Station Cleanliness & Graffiti | 83% | 89.63% | 82.85% | 87.59% |
| Station Information | 86% | 90.78% | 87.92% | 89.26% |
| Station Ticketing & Staffing | 84% | 89.64% | 96.88% | 88.50% |
| Train Ambience & Assets | 90% | 92.07% | 91.63% | 92.80% |
| Train Cleanliness & Graffiti | 87% | 95.09% | 90.94% | 93.77% |
| Train Information | 92% | 95.84% | 96.71% | 97.27% |
| Customer Service: Staff Helpfulness | 92% | 96.59% | 97.73% | 94.32% |
| Customer Service: Online Information | 92% | 100.00% | 100.00% | 100.00% |