Punctuality and Reliability
| 4 weeks ending | Reliability | Annual Average | Punctuality | Annual Average |
| 06/12/08 | 99.35% | 99.49% | 93.91% | 95.69% |
| 03/01/09 | 99.20% | 99.48% | 96.13% | 95.87% |
| 31/01/09 | 99.48% | 99.46% | 93.86% | 95.73% |
| 28/02/09 | 99.48% | 99.46% | 95.45% | 95.84% |
| 31/03/09 | 99.77% | 99.49% | 97.72% | 96.07% |
| 02/05/09 | 99.07% | 99.44% | 94.85% | 95.89% |
| 30/05/09 | 99.49% | 99.44% | 95.93% | 95.99% |
| 27/06/09 | 98.93% | 99.40% | 96.36% | 96.11% |
| 25/07/09 | 99.45% | 99.37% | 97.11% | 95.98% |
| 22/08/09 | 99.51% | 99.38% | 96.07% | 95.86% |
| 19/09/09 | 99.40% | 99.36% | 97.73% | 96.02% |
| 17/10/09 | 99.62% | 99.36% | 97.35% | 95.97% |
| 14/11/09 | 99.38% | 99.40% | 96.59% | 96.10% |
| 12/12/09 | 99.63% | 99.42% | 97.62% | 96.38% |
| 09/01/10 | 96.68% | 99.39% | 88.59% | 95.95% |
| 06/02/10 | 99.26% | 99.37% | 90.66% | 95.71% |
Punctuality = percentage of peak hour trains arriving no later than 5 minutes after scheduled time
Reliability = percentage of scheduled weekday trains actually run.
We are also measured by the Department for Transport (DfT) on our all day PPM (Public Performance Measure). This measures the punctuality of all our services, 7 days a week.
Passenger Satisfaction
Twice a year, we will update you on our performance in 9 key service areas. These figures represent the period from July 2009 to December 2009.
Between July 2009 and December 2009 Passsenger Focus asked over 1,000 of you what you thought about our services. These opinions contributed to the National Passenger Survey. The results for the 5 key areas are:
| Survey Area | passengers satisfied or very satisfied |
| Overall opinion | 91% |
| Train punctuality | 92% |
| Frequency | 83% |
| Value for money | 50% |
| Station information | 84% |
We also separately monitor our performance against tough targets set in our Passenger's Charter:
| Survey area | Target | Actual |
| Average response times to your letters | Reply to all letters within 10 working days | 7.7 working days |
| Calls to our Telephone Enquiry Service, 08456 005 165, answered within 30 seconds. | 95% | 93% |
| Average queuing time for tickets during peak times* | No more than 5 minutes | 1 minute |
| Average availability of seats during peak times* | 100% for journeys longer than 20 minutes | 100% |
For full details of surveyed areas and their rankings, contact our Customer Services Team.
* Peak times: Mondays to Fridays, arrivals in London from 0700 to 0959 inclusive and departures from London from 1600 to 1859 inclusive.
Please note the following minor amendments to the Passenger's Charter leaflet:
Page 7 - Train punctuality and reliability
• The Peak Punctuality Standard we aim for, for January 2009, is 93.75%, not 93%.
• The definition of Peak trains should read 'trains arriving in London, Mondays to Fridays from 0700 to 0959 inclusive and departing from London, Mondays to Fridays from 1600 to 1859 inclusive.
• Performance posters are also displayed at Warwick Parkway station.