Service Quality Regime

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 8 (15 October to 11 November 2023)

Stations

Service Quality Area Period 8 Score Benchmark
Ambience and Assets 70.60% 71%
Cleanliness 72.51% 65%
Information 77.49% 69%
Ticketing and Staffing 92.79% 82%

Trains

Service Quality Area Period 8 Score Benchmark
Ambience and Assets 71.82% 70%
Cleanliness 90.57% 84%
Information 86.67% 77%

Customer Service

Service Quality Area Period 8 Score Benchmark
Staff Helpfulness 91.67% 91%
Online Information 98.00% 92%