Our new Service Quality Regime (SQR)

Introduction to SQR

SQR works to ensure we are delivering the best possible standards for our customers across all sectors of our business. Each period, 250 inspections are carried out by independent assessors against a set of standards looking at key areas of our service offering. These include cleanliness, the availability of key assets onboard our trains and our stations (including car parks), the accuracy and availability of customer information and much more.

We’re set nine benchmarks against trains, stations and customer service – these are then broken down further into different indicators such as seating at stations, toilet operation, toilet cleanliness, litter and many more.

What we’re measured on

Onboard

Stations

Customer service

Highlights from October 2023- April 2024:

Station Cleanliness and Ambience

Cleanliness and graffiti at stations consistently receive high scores, with just three periods falling short of the benchmark.
Ambience and Assets at stations continues to be a challenging area with benchmark having been met 6 times across the year.
Cleanliness at stations continues to score consistently high, with benchmark having been missed on three occasions – with P11 missing benchmark by 0.82%

Toilet Facilities
Toilet cleanliness at stations consistently scores high, with 8 of the Periods scoring 100%

Onboard Train Experience
Cleanliness on trains has met the benchmark of 95% across 10 periods in 23/24, with the lowest score being 93.36% in P10.
WiFi on board has seen an improvement in scoring against the same periods the previous year and this has helped towards the annual average.

Customer Service and Online Information
Customer service continues to score exceptionally high, with staff helpfulness returning an average result of 94.03% this year
For online information, we have continued to score well this year with online information scoring 100% across 5 periods. The average for the year is just down on last years 97% at 96.28%.