Service Quality Regime
What is Service Quality Regime?
This is a new set of standards to improve the overall customer experience. The regime looks at how we can improve our station and train experience and how well we perform in customer service.
Every 4 weeks we will put up our most recent scores along with the targets. We will also give you some examples of what improvements we have been carrying out across the network.
East Midlands Railway - Rail Period 13 19/20
SQR Stations
|
Service Quality Area |
Ambience and Assets | Cleanliness | Information | Ticketing and Staffing | Overall |
|---|---|---|---|---|---|
| Pass Rate | 87.80% | 73.40% | 76.60% | 83.75% | 80.39% |
| Benchmark | 93.00% | 80.00% | 86.00% | 94.00% | 88.00% |
SQR Trains
| Service Quality Area | Ambience and Assets | Cleanliness | Information | Overall |
|---|---|---|---|---|
| Pass Rate | 71.60% | 59.30% | 78.80% | 78.80% |
| Benchmark | 91.00% | 90.00% | 73.00% | 89.00% |
SQR Information and Customer Contact
| Service Quality Area | Social Media | On Train Staff | Station Staff | Conductor Visibility | Customer Service Overall |
|---|---|---|---|---|---|
| Pass Rate | 83.80% | 95.10% | 82.80% | 88.50% | 87.55% |
| Benchmark | 95.00% | 95.00% | 95.00% | 95.00% | 95.00% |