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% |