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 11 19/20

SQR Stations

Service Quality Area

Ambience and Assets Cleanliness Information Ticketing and Staffing Overall
Pass Rate 85.90% 67.00% 71.10% 83.75% 76.94%
Benchmark 93.00% 80.00% 86.00% 94.00% 88.00%

SQR Trains

Service Quality Area Ambience and Assets Cleanliness Information Overall
Pass Rate 66.50% 55.90% 84.20% 68.87%
Benchmark 91.00% 90.00% 73.00% 89.00%

SQR Information and Customer Contact

Service Quality Area Social Media On Train Staff Station Staff Customer Service Overall
Pass Rate 88.00% 97.00% 94.00% 94.80%
Benchmark 95.00% 95.00% 95.00% 95.00%