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 02 (01 to 28 May 2022)

Stations

  • Ambience and Assets: 66%
  • Cleanliness: 55%
  • Information: 63%
  • Ticketing and Staffing: 92%

Trains

  • Ambience and Assets: 71%
  • Cleanliness: 85%
  • Information: 76%

Customer Service

  • Staff Helpfulness: 85%
  • Online Information: 93%