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 (3rd May - 31st May)
Stations Service Quality Area Period 02 Score Benchmark Ambience and Assets 84.33% 77.00% Cleanliness 76.22% 72.00% Information 71.59% 80.00% Ticketing and Staffing 93.48% 89.00%
Trains Service Quality Area Period 02 Score Benchmark Ambience and Assets 64.51% 73.00% Cleanliness 93.66% 93.00% Information 89.52% 84.00%
Customer Service Service Quality Area Period 02 Score Benchmark Staff Helpfulness 98.33% 93.00% Online Information 100.00% 96.00%
Service Quality Level for 26/27 Stations Service Quality Area Benchmark 2026/27 P1 P2 Ambience and Assets 77.00% 82.54% 84.33% Cleanliness and Graffiti 72.00% 71.85% 76.22% Information 80.00% 80.44% 71.59% Ticketing and staffing 89.00% 94.68% 93.48%
Trains Service Quality Area Benchmark 2026/27 P1 P2 Ambience and Assets 73.00% 63.07% 64.51% Cleanliness and Graffiti 93.00% 93.71% 93.66% Information 84.00% 85.81% 89.52%
Customer service Service Quality Area Benchmark 2026/27 P1 P2 Staff Helpfulness 93.00% 91.67% 98.33% Online Information 96.00% 100.00% 100.00%
Service Quality Level for 25/26 Stations Service Quality Area Benchmark 2025/26 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Annual Ambience and Assets 77.00% 76.21% 82.28% 88.68% 83.01% 81.90% 78.27% 81.11% 83.02% 71.40% 77.83% 78.54% 76.51% 80.79% 79.64% Cleanliness and Graffiti 72.00% 63.72% 66.87% 67.77% 70.46% 64.31% 69.37% 67.66% 68.97% 73.46% 61.98% 62.00% 65.18% 64.91% 66.26% Information 80.00% 74.94% 74.72% 76.24% 71.41% 78.65% 74.81% 77.43% 77.93% 74.98% 67.69% 60.38% 69.98% 71.82% 72.57% Ticketing and staffing 85.00% 89.15% 96.11% 92.50% 90.79% 90.35% 82.79% 82.65% 82.53% 77.62% 86.85% 76.87% 95.24% 89.81% 86.67%
Trains Service Quality Area Benchmark 2025/26 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Annual Ambience and Assets 73.00% 69.02% 63.64% 68.46% 68.41% 74.96% 75.91% 74.54% 74.56% 70.43% 68.39% 64.02% 61.90% 62.83% 68.64% Cleanliness and Graffiti 93.00% 93.51% 96.17% 93.44% 94.88% 92.09% 91.01% 92.78% 91.94% 93.97% 90.78% 87.52% 89.20% 95.20% 92.39% Information 84.00% 73.65% 83.03% 87.39% 82.16% 84.02% 82.30% 76.52% 76.81% 86.85% 79.51% 70.26% 89.17% 87.42% 82.20%
Customer service Service Quality Area Benchmark 2025/26 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Annual Staff Helpfulness 93.00% 98.33% 91.67% 100.00% 93.33% 96.67% 98.33% 96.67% 98.33% 95.00% 95.00% 93.33% 96.67% 96.67% 96.15% Online Information 96.00% 100.00% 100.00% 100.00% 100.00% 100.00% 96.00% 96.00% 100.00% 98.00% 96.00% 100.00% 100.00% 100.00% 98.92%
Service Quality Level for 24/25 Stations Service Quality Area Benchmark 2024/25 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Annual Ambience and Assets 73.00% 74.47% 79.78% 87.22% 77.52% 83.72% 78.74% 83.26% 71.45% 82.16% 73.65% 85.31% 73.08% 73.51% 78.16% Cleanliness and Graffiti 70.00% 68.31% 76.67% 73.38% 72.87% 70.56% 71.56% 67.35% 73.69% 77.00% 76.16% 75.63% 47.82% 49.80% 67.87% Information 79.00% 77.49% 82.40% 83.11% 81.61% 79.75% 83.90% 82.86% 79.57% 80.91% 76.95% 71.55% 71.65% 63.11% 76.98% Ticketing and staffing 83.00% 93.14% 83.16% 87.12% 74.59% 85.23% 81.23% 91.22% 79.31% 92.71% 85.87% 95.31% 90.03% 86.33% 85.92%
Trains Service Quality Area Benchmark 2024/25 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Annual Ambience and Assets 70.00% 79.41% 80.02% 81.19% 77.44% 74.18% 74.22% 74.36% 73.40% 71.52% 75.77% 67.99% 72.79% 69.41% 74.49% Cleanliness and Graffiti 87.00% 96.96% 96.78% 96.43% 94.98% 93.68% 93.62% 93.29% 92.31% 97.41% 95.90% 91.70% 94.30% 84.72% 93.89% Information 82.00% 86.73% 90.54% 87.55% 87.94% 94.61% 87.29% 85.11% 83.98% 84.68% 82.94% 83.21% 86.51% 80.66% 86.25%
Customer service Service Quality Area Benchmark 2024/25 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Annual Staff Helpfulness 91.00% 95.05% 98.28% 86.83% 95% 93.33% 95% 91.67% 95.00% 96.67% 95.00% 93.33% 95.00% 90.00% 93.86% Online Information 94.00% 98.00% 94.00% 100% 100% 100% 100% 100% 100% 100% 98.00% 100.00% 96.00% 100.00% 98.92%
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%
