We are committed to providing a safe, reliable and welcoming service to our customers all day, every day.
On 1 April 2022 we launched our Service Quality Regime (SQR) which measures our performance against a set of quality standards at our stations, on our trains and from our people. We have partnered with an external supplier who conducts Service Quality inspections at all our stations and on 61 of our train carriages each 4-week period.
Additionally, they complete Customer Service Mystery Shopping audits at all our staffed stations, on board our trains and via online channels to ensure that we are providing consistent, accurate and timely information to our customers.
Please note that scores are subject to change pending validation.
| Component | Area | Benchmark 2025/26 | P1 (01/04/25-26/04/25) |
|---|---|---|---|
| Stations | Ambience and Assets | 81% | 77.77% |
| Cleanliness and Graffiti | 75% | 65.80% | |
| Information | 76% | 74.66% | |
| Ticketing and staffing | 89% | 90.58% | |
| Trains | Ambience and Assets | 84% | 89.56% |
| Cleanliness and Graffiti | 92% | 87.52% | |
| Information | 88% | 84.91% | |
| Customer Service | Staff Helpfulness | 93% | 100.00% |
| Online Information | 96% | 91.88% |
Audit results for 2024/25 periods 1-13
| Component | Area | Benchmark 2024/25 | P1 (01/04/24-27/04/24) | P2 (28/04/24-25/05/24) | P3 (26/05/24-22/06/24) | P4 (23/06/24-20/07/24) | P5 (21/07/24-17/08/24) |
|---|---|---|---|---|---|---|---|
| Stations | Ambience and Assets | 80% | 86.33% | 77.20% | 76.88% | 80.35% | 83.99% |
| Cleanliness and Graffiti | 73% - (P1-P7) 75% - (P8-P13) | 75.66% | 85.69% | 82.74% | 75.17% | 76.34% | |
| Information | 74% | 76.70% | 76.59% | 77.80% | 70.78% | 73.82% | |
| Ticketing and staffing | 86% | 82.80% | 86.31% | 94.70% | 90.16% | 96.53% | |
| Trains | Ambience and Assets | 84% | 88.10% | 81.69% | 86.79% | 81.66% | 85.25% |
| Cleanliness and Graffiti | 90% | 89.94% | 92.89% | 97.09% | 94.98% | 93.39% | |
| Information | 86% | 94.39% | 87.39% | 90.71% | 88.55% | 90.67% | |
| Customer Service | Staff Helpfulness | 93% | 93.57% | 95.65% | 91.39% | 95.65% | 95.65% |
| Online Information | 95% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% |
| Component | Area | Benchmark 2024/25 | P6 (18/08/24-14/09/24) | P7 (15/09/24-12/10/24) | P8 (13/10/24-09/11/24) | P9 (10/11/24-07/12/24) | P10 (08/12/24-04/01/25) |
|---|---|---|---|---|---|---|---|
| Stations | Ambience and Assets | 80% | 86.19% | 86.64% | 81.59% | 83.07% | 82.05% |
| Cleanliness and Graffiti | 73% - (P1-P7) 75% - (P8-P13) | 84.19% | 78.05% | 73.64% | 71.30% | 81.80% | |
| Information | 74% | 78.74% | 72.82% | 78.52% | 78.69% | 80.10% | |
| Ticketing and staffing | 86% | 84.25% | 87.20% | 89.98% | 89.12% | 90.43% | |
| Trains | Ambience and Assets | 84% | 81.42% | 87.45% | 84.78% | 79.14% | 86.74% |
| Cleanliness and Graffiti | 90% | 90.21% | 93.56% | 92.68% | 93.90% | 94.63% | |
| Information | 86% | 85.39% | 95.47% | 93.59% | 94.37% | 93.80% | |
| Customer Service | Staff Helpfulness | 93% | 97.83% | 93.57% | 97.92% | 95.65% | 97.83% |
| Online Information | 95% | 100.00% | 100.00% | 98.25% | 100.00% | 100.00% |
| Component | Area | Benchmark 2024/25 | P11 (05/01/25-01/02/25) | P12 (02/02/25-01/03/25) | P13 (02/03/25-31/03/25) |
|---|---|---|---|---|---|
| Stations | Ambience and Assets | 80% | 81.98% | 76.82% | 78.12% |
| Cleanliness and Graffiti | 73% - (P1-P7) 75% - (P8-P13) | 74.95% | 59.87% | 66.33% | |
| Information | 74% | 79.28% | 75.11% | 69.87% | |
| Ticketing and staffing | 86% | 94.18% | 88.03% | 79.96% | |
| Trains | Ambience and Assets | 84% | 83.37% | 80.18% | 83.79% |
| Cleanliness and Graffiti | 90% | 89.02% | 92.01% | 92.33% | |
| Information | 86% | 90.53% | 91.54% | 92.88% | |
| Customer Service | Staff Helpfulness | 93% | 93.48% | 95.74% | 100.00% |
| Online Information | 95% | 100.00% | 100.00% | 100.00% |
Audit results for 2023/24 periods 1-13
| Component | Area | Benchmark 2023/24 | Pass Rates P1-13 2023/24 |
|---|---|---|---|
| Stations | Ambience and Assets | 76% | 76.60% |
| Cleanliness and Graffiti | 61% | 72.68% | |
| Information | 74% | 74.00% | |
| Ticketing and staffing | 86% | 85.37% | |
| Trains | Ambience and Assets | 83% | 86.34% |
| Cleanliness and Graffiti | 88% | 91.46% | |
| Information | 86% | 82.18% | |
| Customer Service | Staff Helpfulness | 93% | 94.75% |
| Online Information | 95% | 98.92% |
| Component | Area | Benchmark 2023/24 | P1(01/04/23-29/04/23) | P2 (30/04/23-27/05/23) | P3 (28/05/23-24/06/23) | P4 (25/06/23-22/07/23) | P5 (23/07/23-19/08/23) |
|---|---|---|---|---|---|---|---|
| Stations | Ambience and Assets | 76% | 72.19% | 73.13% | 67.28% | 68.42% | 70.36% |
| Cleanliness and Graffiti | 61% | 77.01% | 71.59% | 65.79% | 56.56% | 58.09% | |
| Information | 74% | 69.33% | 69.69% | 66.42% | 74.87% | 74.33% | |
| Ticketing and staffing | 86% | 85.44% | 89.66% | 70.12% | 89.86% | 89.64% | |
| Trains | Ambience and Assets | 83% | 88.70% | 85.37% | 83.69% | 79.65% | 83.35% |
| Cleanliness and Graffiti | 88% | 96.96% | 95.75% | 85.49% | 91.38% | 87.43% | |
| Information | 86% | 85.03% | 79.39% | 78.61% | 69.88% | 68.78% | |
| Customer Service | Staff Helpfulness | 93% | 89.40% | 97.92% | 89.40% | 97.92% | 89.31% |
| Online Information | 95% | 100% | 100% | 98.25% | 100% | 98.25% |
| P6 (20/08/23-16/09/23) | P7 (17/09/23-14/10/23) | P8 (15/10/23-11/11/23) | P9 (12/11/23-09/12/23) | P10 (10/12/23-06/01/24) | P11 (07/01/24-03/02/24) | P12 (04/02/24-02/03/24) | P13 (03/03/24-31/03/24) |
|---|---|---|---|---|---|---|---|
| 69.81% | 81.10% | 81.48% | 81.43% | 83.18% | 84.69% | 88.61% | 81.48% |
| 78.98% | 82.57% | 82.91% | 81.42% | 73.73% | 77.58% | 78.72% | 76.35% |
| 75.12% | 69.88% | 78.44% | 76.58% | 71.69% | 71.92% | 77.11% | 74.60% |
| 76.47% | 79.23% | 81.66% | 83.36% | 90.02% | 91.27% | 92.43% | 95.00% |
| 90.65% | 89.92% | 91.65% | 92.67% | 85.50% | 87.48% | 81.24% | 86.48% |
| 90.17% | 91.05% | 93.80% | 92.73% | 88.05% | 93.16% | 89.66% | 95.12% |
| 88.50% | 82.86% | 83.16% | 83.95% | 84.61% | 89.54% | 87.13% | 86.80% |
| 97.92% | 97.83% | 91.39% | 97.83% | 95.65% | 97.83% | 97.83% | 93.57% |
| 100% | 98.25% | 98.25% | 98.25% | 100% | 98.25% | 98.25% | 98.28% |
Audit results for 2022/23 periods 7-13
| Component | Area | Benchmark 2022/23 | Pass Rates P7-13 2022/23 |
|---|---|---|---|
| Stations | Ambience and Assets | 73% | 74.26% |
| Cleanliness and Graffiti | 61% | 58.50% | |
| Information | 68% | 65.76% | |
| Ticketing and staffing | 88% | 85.08% | |
| Trains | Ambience and Assets | 80% | 82.55% |
| Cleanliness and Graffiti | 85% | 92.99% | |
| Information | 83% | 88.08% | |
| Customer Service | Staff Helpfulness | 93% | 94.77% |
| Online Information | 93% | 99.75% |