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 12 (4 February - 2 March 2024)

Stations

Service Quality Area Period 12 Score Benchmark
Ambience and Assets 70.72% 71%
Cleanliness 74.03% 65%
Information 80.30% 69%
Ticketing and Staffing 88.77% 82%

Trains

Service Quality Area Period 12 Score Benchmark
Ambience and Assets 76.05% 70%
Cleanliness 93.87% 84%
Information 87.33% 77%

Customer Service

Service Quality Area Period 12 Score Benchmark
Staff Helpfulness 95.00% 91%
Online Information 100.00% 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
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%
Cleanliness and Graffiti 65% 73.92% 66.90% 70.36% 70.36% 81.48% 67.73% 72.74% 72.51% 80.32% 68.91% 72.67% 74.03%
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%
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%

Trains

Service Quality Area Benchmark 2023/24 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12
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%
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% 93.87%
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%

Customer service

Service Quality Area Benchmark 2023/24 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12
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%
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%

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
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%
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%
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%
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%

Trains

Service Quality Area Benchmark 2022/23 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13
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%
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%
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%

Customer service

Service Quality Area Benchmark 2022/23 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13
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%
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%