We want to provide a quality product that you our customers should receive each and every day. To do this we audit our trains and stations through the eyes of our customers.
We will do this for the duration of our franchise and aim to meet the below benchmarks for both stations and trains. These benchmarks are based on what our customers say are important to them.
Stations results for 23rd June 2019 to 20th July 2019
| Stations Scores by Rail Period | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Service Quality Area (Benchmark) |
Service Quality Indicator | Weight | 19/20-01 | 19/20-02 | 19/20-03 | 19/20-04 | Total | ||||||||
| Ambience (0.88) | Lighting - Working | 10.00% | 8.95% | 8.46% | 9.33% | 8.68% | 8.82% | ||||||||
| Lighting - Clean and in Good Condition | 15.00% | 14.69% | 14.63% | 14.69% | 14.56% | 14.64% | |||||||||
| Seating | 25.00% | 20.48% | 19.40% | 21.58% | 22.45% | 21.04% | |||||||||
| Shelter/Canopy | 25.00% | 21.54% | 23.08% | 21.75% | 22.11% | 22.11% | |||||||||
| Landscaping and Vegetation | 25.00% | 24.39% | 22.68% | 23.58% | 22.70% | 23.31% | |||||||||
| Score | 90.60% | 88.98% | 91.10% | 90.85% | 90.40% | ||||||||||
| Maintenance (0.94) | Winterisation | 25.00% | 24.25% | 25.00% | 25.00% | 25.00% | 24.54% | ||||||||
| Hazard | 25.00% | 20.73% | 20.85% | 22.13% | 22.44% | 21.27% | |||||||||
| Lifts and Escalators - Operational | 25.00% | 24.00% | 23.65% | 23.81% | 22.97% | 23.62% | |||||||||
| Cycle Storage | 10.00% | 9.87% | 9.60% | 9.92% | 9.52% | 9.71% | |||||||||
| Car Park | 15.00% | 12.07% | 12.45% | 13.54% | 12.78% | 12.73% | |||||||||
| Score | 87.85% | 86.50% | 90.04% | 88.03% | 88.02% | ||||||||||
| Cleanliness (0.84) | Cleanliness | 30.00% | 24.34% | 22.85% | 24.28% | 22.87% | 23.49% | ||||||||
| Graffiti and Etching | 20.00% | 17.60% | 18.55% | 18.43% | 17.61% | 18.02% | |||||||||
| Litter | 30.00% | 27.48% | 28.99% | 28.67% | 28.60% | 28.42% | |||||||||
| Toilet(s) | 20.00% | 16.13% | 18.00% | 18.40% | 15.29% | 16.73% | |||||||||
| Score | 86.67% | 87.62% | 89.27% | 86.17% | 87.36% | ||||||||||
| Information (0.89) | CIS | 30.00% | 27.82% | 26.95% | 25.43% | 26.33% | 26.69% | ||||||||
| Help Point | 15.00% | 9.80% | 9.02% | 9.72% | 10.57% | 9.81% | |||||||||
| Public Address | 30.00% | 26.93% | 28.54% | 28.54% | 28.19% | 27.98% | |||||||||
| Posters | 5.00% | 3.54% | 4.35% | 4.07% | 4.04% | 4.15% | |||||||||
| Poster Frames | 5.00% | 3.54% | 4.52% | 4.53% | 4.51% | 4.52% | |||||||||
| Signs | 15.00% | 13.28% | 12.91% | 12.95% | 13.43% | 13.16% | |||||||||
| Score | 88.66% | 88.16% | 86.41% | 88.20% | 87.30% | ||||||||||
| Ticketing (0.96) | Ticket Buying | 100.00% | 92.11% | 91.58% | 92.49% | 91.74% | 91.96% | ||||||||
| Score | 92.11% | 91.58% | 92.49% | 91.74% | 91.96% | ||||||||||
Train results for 23rd June 2019 to 20th July 2019
| Trains Scores by Rail Period | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Service Quality Area | Service Quality Indicator | SQIWeight | 19/20-01 | 19/20-02 | 19/20-03 | 19/20-04 | Total | ||||||||
| Cleanliness (0.86) | Exterior Cleanliness | 10.00% | 8.89% | 8.67% | 8.61% | 8.34% | 8.63% | ||||||||
| Interior Cleanliness | 30.00% | 21.72% | 16.57% | 18.59% | 12.27% | 17.28% | |||||||||
| Litter | 20.00% | 19.43% | 19.54% | 19.60% | 19.12% | 19.42% | |||||||||
| Toilet Cleanliness | 10.00% | 7.27% | 7.51% | 7.45% | 6.77% | 7.25% | |||||||||
| Toilet Facilities | 15.00% | 12.05% | 11.43% | 12.96% | 11.78% | 12.09% | |||||||||
| Graffiti | 8.00% | 8.00% | 8.00% | 7.88% | 7.86% | 7.87% | |||||||||
| Etching | 7.00% | 6.47% | 6.79% | 6.87% | 6.83% | 6.85% | |||||||||
| Score | 85.16% | 78.33% | 82.01% | 72.78% | 79.66% | ||||||||||
| Ambience (0.90) | Lighting | 50.00% | 44.69% | 46.00% | 45.05% | 45.49% | 45.31% | ||||||||
| Vehicle Interior Condition | 50.00% | 46.20% | 46.63% | 47.83% | 43.29% | 46.00% | |||||||||
| Score | 90.89% | 92.63% | 92.88% | 88.78% | 91.30% | ||||||||||
| Information (0.94) | Customer Information Screens | 47.00% | 39.89% | 37.98% | 34.47% | 45.41% | 39.53% | ||||||||
| Public Address System | 47.00% | 43.00% | 44.49% | 46.32% | 46.34% | 45.03% | |||||||||
| Mobile Data Coverage | 6.00% | 6.00% | 6.00% | 4.89% | 6.00% | 5.60% | |||||||||
| Score | 88.72% | 87.98% | 86.20% | 87.92% | 90.25% | ||||||||||