Our dedicated team of quality assessors visit 159 stations and 550 train carriages every 28 days to ensure we are always looking our best and providing the quality of service our customers expect. Here's what they look for:
At Our Stations
Lighting
To ensure it is working, it is clean and in good condition
Seating
To ensure it is clean and in good condition
Wait Shelters and Waiting rooms
To ensure it is clean and in good condition, also its open as advertised
Landscaping and Vegetation
To ensure its not overgrown
Winterisation
To ensure are stations gritted when required
Lifts & Escalators
To ensure they are working and clean
Cycle Storage
To ensure its not damaged and clean
Car Parking
To ensure that parking bays are clearly defined and there are no pot hole issues
Graffiti & Etching
To ensure all Graffiti is removed
Toilet Facilities
To ensure that they are clean, stocked up with paper & soap etc, and fit for use
Customer Information Screens
To ensure they are working
Help Points
To ensure they are working
Public Address System
To ensure they are working
Posters
To ensure none are out of date, damaged or missing
Poster Frames
To ensure they are not damaged
Ticket Buying Facilities
To ensure our Ticket Vending Machines are working and Ticket Offices are open at the times advertised
Cleanliness
To ensure all elements of the station are clean.
On board our trains
Lighting
To ensure it is working, it is clean and in good condition
Seating
To ensure it is clean and in good condition
Graffiti & Etching
To ensure all Graffiti is removed
Toilet Facilities
To ensure that they are clean, stocked up with paper & soap etc, and fit for use
Customer Information Screens
To ensure are they working
Public Address System
To ensure they are working
Posters
To ensure none are out of date, damaged or missing
Poster Frames
To ensure they are not damaged
WIFI Coverage
To ensure its working on trains where we have it
General Cleanliness
To ensure all elements of the train are clean