What is Service Quality Regime?
The Service Quality Regime (SQR) is a set of standards to improve the overall customer experience when travelling on the railway. The regime looks at how we can improve our station and train experience, as well as how well we perform in customer service.
Period 01 (01 - 27 April 2024)
Stations
| Service Quality Area | Period 01 Score | Benchmark |
|---|---|---|
| Ambience and Assets | 74.47% | 73.00% |
| Cleanliness | 68.31% | 70.00% |
| Information | 77.49% | 79.00% |
| Ticketing and Staffing | 93.14% | 83.00% |
Trains
| Service Quality Area | Period 01 Score | Benchmark |
|---|---|---|
| Ambience and Assets | 96.96% | 87.00% |
| Cleanliness | 86.73% | 87.00% |
| Information | 86.73% | 82.00% |
Customer Service
| Service Quality Area | Period 01 Score | Benchmark |
|---|---|---|
| Staff Helpfulness | 98% | 94.00% |
| Online Information | 98% | 94.00% |
Service Quality Level for 24/25
Stations
| Service Quality Area | Benchmark 2024/25 | P1 |
|---|---|---|
| Ambience and Assets | 73.00% | 74.47% |
| Cleanliness and Graffiti | 70.00% | 68.31% |
| Information | 79.00% | 77.49% |
| Ticketing and staffing | 83.00% | 93.41% |
Trains
| Service Quality Area | Benchmark 2024/25 | P1 |
|---|---|---|
| Ambience and Assets | 70.00% | 79.41% |
| Cleanliness and Graffiti | 8700% | 96.96% |
| Information | 82.00% | 86.73% |
Customer service
| Service Quality Area | Benchmark 2024/25 | P1 |
|---|---|---|
| Staff Helpfulness | 91.00% | 95.05% |
| Online Information | 94.00% | 98.00% |
Service Quality Level for 23/24
Stations
| Service Quality Area | Benchmark 2023/24 | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Annual |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Ambience and Assets | 67% increasing to 71% from P7 | 70.84% | 64.87% | 77.50% | 72.54% | 84.54% | 71.27% | 73.56% | 70.60% | 73.35% | 70.61% | 76.04% | 70.72% | 78.15% | 72.76% |
| Cleanliness and Graffiti | 65% | 73.92% | 66.90% | 70.36% | 67.56% | 81.48% | 67.73% | 72.74% | 72.51% | 80.32% | 68.91% | 72.67% | 74.03% | 75.49% | 72.18% |
| Information | 69% | 79.73% | 76.38% | 81.66% | 85.67% | 84.62% | 84.99% | 76.24% | 77.49% | 83.01% | 80.91% | 73.17% | 80.30% | 77.94% | 79.74% |
| Ticketing and staffing | 82% | 84.10% | 71.74% | 82.43% | 90.11% | 84.11% | 83.45% | 73.24% | 92.79% | 83.27% | 96.04% | 83.41% | 88.77% | 80.68% | 83.54% |
Trains
| Service Quality Area | Benchmark 2023/24 | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Annual |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Ambience and Assets | 70% | 67.28% | 70.64% | 69.10% | 70.65% | 71.04% | 71.13% | 71.92% | 71.82% | 71.81% | 73.19% | 74.19% | 76.05% | 81.40% | 72.12% |
| Cleanliness and Graffiti | 84% | 85.60% | 86.70% | 89.76% | 90.44% | 89.92% | 88.01% | 91.86% | 90.57% | 92.91% | 91.99% | 95.12% | 94.10% | 96.62% | 90.85% |
| Information | 77% | 78.40% | 77.51% | 80.79% | 84.93% | 88.23% | 88.24% | 89.02% | 86.67% | 83.76% | 88.18% | 88.23% | 87.33% | 87.26% | 84.92% |
Customer service
| Service Quality Area | Benchmark 2023/24 | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Annual |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Staff Helpfulness | 91% | 96.55% | 98.44% | 96.67% | 100.00% | 100.00% | 100.00% | 96.67% | 91.67% | 90.00% | 88.33% | 90.00% | 95.00% | 98.33% | 95.51% |
| Online Information | 92% | 88.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 98.00% | 98.00% | 100.00% | 100.00% | 100.00% | 100.00% | 98.77% |
Service Quality Level for 22/23
Stations
| Service Quality Area | Benchmark 2022/23 | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Annual |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Ambience and Assets | 68% | 73.58% | 65.29% | 78.04% | 67.76% | 78.07% | 69.22% | 74.65% | 68.28% | 69.20% | 77.74% | 62.79% | 65.98% | 66.70% | 68.15% |
| Cleanliness and Graffiti | 53% | 60.60% | 55.44% | 58.32% | 53.99% | 57.11% | 58.78% | 72.75% | 61.50% | 74.04% | 77.64% | 68.08% | 68.93% | 71.07% | 69.45% |
| Information | 62% | 62.04% | 63.24% | 69.77% | 62.20% | 58.20% | 64.40% | 68.88% | 69.59% | 74.48% | 78.05% | 72.63% | 85.13% | 78.36% | 75.38% |
| Ticketing and staffing | 83% | 90.00% | 92.36% | 90.99% | 77.30% | 86.72% | 89.40% | 94.63% | 82.30% | 80.30% | 73.75% | 83.71% | 87.52% | 85.97% | 82.88% |
Trains
| Service Quality Area | Benchmark 2022/23 | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Annual |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Ambience and Assets | 69% | 67.85% | 71.30% | 68.52% | 70.01% | 73.10% | 65.97% | 68.96% | 66.86% | 69.98% | 75.66% | 72.72% | 72.20% | 69.41% | 70.89% |
| Cleanliness and Graffiti | 83% | 86.38% | 85.36% | 85.59% | 85.93% | 85.12% | 86.33% | 84.70% | 88.97% | 85.81% | 92.69% | 88.81% | 88.08% | 85.40% | 88.14% |
| Information | 73% | 69.76% | 75.92% | 72.06% | 72.07% | 80.98% | 84.12% | 80.15% | 67.83% | 79.15% | 84.07% | 80.59% | 82.06% | 73.44% | 77.52% |
Customer service
| Service Quality Area | Benchmark 2022/23 | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Annual |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Staff Helpfulness | 90% | 91.67% | 85.00% | 93.21% | 86.67% | 83.33% | 87.99% | 96.77% | 98.21% | 98.33% | 96.67% | 95.00% | 96.67% | 98.33% | 97.22% |
| Online Information | 85% | 87.00% | 93.00% | 100.00% | 93.00% | 97.00% | 84.50% | 91.50% | 93.00% | 91.50% | 98.50% | 93.00% | 100.00% | 93.00% | 94.83% |