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% |