Punctuality and Reliability
| 4 weeks ending | Reliability | Annual Average | Punctuality | Annual Average |
| 3/3/07 | 98.04% | 99.16% | 93.15% | 93.27% |
| 31/3/07 | 98.62% | 99.15% | 93.04% | 93.35% |
| 28/4/07 | 98.92% | 99.09% | 95.99% | 93.27% |
| 26/5/07 | 99.70% | 99.11% | 97.74% | 93.55% |
| 23/6/07 | 99.47% | 99.22% | 94.41% | 93.75% |
| 21/7/07 | 99.42% | 99.26% | 97.05% | 94.56% |
| 18/8/07 | 99.61% | 99.28% | 97.09% | 95.02% |
| 15/9/07 | 99.38% | 99.29% | 94.45% | 94.96% |
| 13/10/07 | 99.64% | 99.29% | 94.34% | 94.83% |
| 10/11/07 | 99.35% | 99.27% | 94.07% | 94.70% |
| 8/12/07 | 99.64% | 99.29% | 95.32% | 94.86% |
| 5/1/08 | 99.38% | 99.27% | 93.22% | 94.84% |
| 2/2/08 | 99.73% | 99.30% | 95.68% | 95.07% |
| 1/3/08 | 99.52% | 99.42% | 94.02% | 95.13% |
| 31/3/08 | 99.47% | 99.49% | 95.05% | 95.29% |
Punctuality = percentage of peak hour trains arriving no later than 5 minutes after scheduled time
Reliability = percentage of scheduled weekday trains actually run.
As well as our peak time performance, we’re 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.
We achieved a major milestone at the end of March 2005, with an annual moving average PPM of 92.5% for the past year. Our target was 92.4%, which many thought was very ambitious when we agreed it with the DfT. Having reached this level we’re now aiming even higher. With the forthcoming benefits from our recent infastructure upgrades, we’re now working towards a PPM figure of 93.75% by the end of March 2008.
Passenger Satisfaction
Twice each year we'll update you on our performance in 9 key service areas. These figures represent the period from July to December 2007.
Between July and December 2007 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 | Percentage of passengers either satisfied or very satisfied |
| Overall opinion | 90% |
| Train punctuality | 88% |
| Frequency | 82% |
| Value for money | 55% |
| Station information | 82% |
We also separately monitor our performance against tough targets set in our Passenger's Charter. The results are as followed:
| Survey area | Target | Actual |
| Average response times to your letters | Reply to all letters within 10 working days | Within 3.7 working days |
| Calls to our Telephone Enquiry Service, 08456 005 165, answered within 30 seconds. | 95% | 95% |
| Average queuing time for tickets during peak times* | No more than 5 minutes | 45 seconds |
| Availability of seats during peak times* | 100% for journeys longer than 20 minutes | 92.4% |
For full details of which areas were surveyed and where they ranked in importance please contact our Customer Services Team.
* Peak times denotes arrivals in London between 0700 and 1000 and departures from London between 1600 and 1900 on Mondays to Fridays.
