Service Quality Report

Information and Tickets

Provision of Travel information during the journey

Our trains have signage above the internal doors, giving information about the location and availability of onboard toilets.

Information regarding the next station will be announced onboard and through customer information screens.

In the case of delays there will be information announced at appropriate intervals and further information can be found on our website via Check My Journey.

Safety guideline notices can be found onboard.

How requests for information are handled at the station

Customers can request information from our ticket office or any member of staff at stations. Information about staffed stations and ticket office opening hours can be found on our station directory page. Information at unstaffed stations is available from customer information screens, station announcements and station Help points.

Information about station Help points can be found on our website on our station directory page.

How information about train schedules, tariffs and platforms is provided

Train schedules can be picked up from our stations in paper form. Train schedules and platforms are available on customer information screens and from the Live Train Times on our website and app.

Timetables can be accessed on our desktop or mobile website on our timetable page. Tariffs and ticket type information can be found from ticket offices or from going to Ticket Types on our website.

Ticket buying facilities

To see the availability of ticket offices and ticket vending machines for stations, please go to our station directory page. If you wish to buy an E-ticket or a ticket to load on to a Smartcard please visit our ticketing site available on desktop, tablet and mobile. Tickets can also be purchased on the Chiltern Railways App.

Availability of staff at the station for information provision and ticket sales

To see if a station is manned or not, please go to our stations pages and click on a station.

Information at unstaffed stations is available from customer information screens, station announcements and station Help points. Information about station Help points can be found on our website on our station directory page.

How information to disabled people and persons with reduced mobility is provided

Disabled people and persons with reduced mobility can find information and book assistance using our Accessible Travel Page.

Punctuality for services and general principles to cope with disruption to services

Delay of services

All delay information can be accessed on our Punctuality and Performance page, the page is updated every period.

.In the event of delays or cancellations to services a member of staff can help, information is also available via customer information screens, announcements, our website via JourneyCheck and social media. Information about Delay compensation can be found from our Contact us page.

Additional information about safety and security is available from the Safety and Security page on our website.

Disruption

In the event of delays or cancellations to services a member of staff can help, information is also available via customer information screens, announcements, our website via JourneyCheck and social media. Information about Delay compensation can be found from our Contact us page.

Additional information about safety and security is available from the Safety and Security page on our website.

Guidance if a passenger falls ill on board can be found on our Medical emergencies on trains and stations page.

Cancellation of services

Cancellation of services as part of all services in % per category of service

Punctuality and reliability of our services can be seen on our Punctuality and Performance page and all cancellations can be viewed on the bar graph at the bottom of our Punctuality and Performance page.

Cleanliness of station facilities

Percentage score for Ambience and assets

Period Tonnes of CO2e per passenger kilometre
P7 72.52%
P8 69.20%
P9 74.28%
P10 73.41%
P11 71.43%
P12 75.95%
P13 82.63%
P1 72.19%

Percentage score for Cleanliness and Graffiti

Period Tonnes of CO2e per passenger kilometre
P7 50.45%
P8 57.19%
P9 56.70%
P10 51.71%
P11 57.33%
P12 66.49%
P13 73.82%
P1 77.01%

 

Technical measurements for air quality

 

Period Tonnes of CO2e per passenger kilometre
P1 0.0000749
P2 0.0000508
P3 0.0000546
P4 0.0000844
P5 0.0000481
P6 0.0000495
P7 0.0000428
P8 0.0000458
P9 0.0000435
P10 0.0000383
P11 0.0000352
P12 0.0000391
P13 0.0000370

Cleanliness of Rolling stock

Period Train Cleanliness - Heavy cleans completed
P1 95.45%
P2 99.49%
P3 98.48%
P4 98.48%
P5 99.49%
P6 97.48%
P7 99.49%
P8 99.49%
P9 99.49%
P10 99.49%
P11 100%
P12 100%
P13 100%

Availability of toilets at stations

To see whether a station has toilet facilities, please go to our stations pages and click on a station.

Customer satisfaction survey

Satisfaction category Annual Average 2022 (x/10)
Punctuality of trains 7.9
Information to passengers in case of delays 7.6
Accuracy and availability of information on train times/platforms 8.3
Consistently good maintenance/excellent condition of trains 7.6
High level of security on train/in station 7.9
Cleanliness of inside of the train 7.6
Provision of useful information throughout the journey 7.8
Availability of good quality toilets on every train 7.5
Cleanliness and maintenance of stations to a high standard 7.6
Assistance provision to disabled persons and persons with reduced mobility 7.8

Complaint handling - Refunds and compensation

Procedure in place

Our process for handling complaints can be found on our Complaints Handling Procedure.

Number of complaints and outcome

The number of complaints and outcome recorded between 1st April 2022 and 31st March 2023 was 3061.

Categories for complaints

The below table shows our top 5 complaints received between 1st April 2022 and 31st March 2023.

Type of complaint Feedback
Sufficient room for all passengers to sit/stand As more people returned to rail throughout the year, we found some services were starting to become crowded. We continuously review the capacity on board all of our services and made significant changes to our timetable in December 2022 in order to add capacity where it was most needed. We have made improvements to our capacity checker so customers can see expected capacity on board our services and make informed decisions before travelling. We continue to forecast predicted numbers returning to rail so e can continue to make changes as required.
The attitudes and helpfulness of the staff at station We continued to roll out our Customer Service Standards Programme and carried out refresher training to those who had already undertaken this programme, whereby all front line staff have received training. The training sets our expectations on the standards our customers can expect from our staff and how we can all work together to provide the best service for our customers.
Punctuality/reliability (i.e. the train arriving/departing on time) These complaints were heavily influenced by a couple of incidents within the third quarter of 2021 which caused large scale disruption across our network. We continue to work with colleagues across the industry to minimise disruption across our services and have seen a much smaller number of complaints received in the last quarter of 2021. We have also invested in new technology to monitor trends where delays are occurring and meet with colleagues internally and externally to review, in order to rectify any ongoing problems and reduce delays on our network.
Ticketing and refunds policy This category has been heavily influenced by the industry refunds policy when Industrial Action is taking place. We implemented a dedicated strike page for customers to see full information and FAQ’s ahead of purchasing tickets or travelling in order to provide customers with as much detail as possible to allow them to make informed decisions. We continue to adhere to the industry guidelines in this area.
Upkeep and repair of the train Complaints in this area were primarily down to two areas: on board temperature and quality of ride. The quality of ride following investigations were down to track repair work and we worked closely with Network Rail to allow them to carry out repairs in specific areas on our route, making the journey more comfortable for customers going forward. For on board temperatures, our Fleet team have developed their plans in order to ensure routine maintenance is taking place in a timely manner following disruption to plans as a result of action short of a strike.

Received complaints

The number of complaints received between 1st April 2022 and 31st March 2023 was 2990.

Processed complaints

The percentage of complaints processed between 1st April 2022 and 31st March 2023:

  • 98.74% within 10 working days.
  • 99.77% within 20 working days.

Average response times

The average response time between 1st April 2022 and 31st March 2023 was 5 days.

Possible improvement action undertaken

See the 'feedback' column under the 'Categories for complaints' section.

Assistance provided to disabled persons and persons with reduced mobility

Assistance procedure in place

Out Assistance procedure and Accessible Travel Policy is available from our Accessible Travel Page.

Number of cases of assistance per category  of service

Year Recorded Booked Assists Recorded Unbooked Assists
2018 15159 6684
2019 15959 6850
2020 3693 1938
2021 7034 2926
2022 7539 3928