Our Service Quality scheme ensures we get the basics right for our customers.
As part of our commitment to customer experience, we operate a Service Quality Regime (SQR) to audit our physical assets and our people throughout the London Northwestern Railway network. Due to the impact of Covid-19, our SQR was temporarily suspended however, our new and improved regime resumed 19 September 2021.
The benchmarks* for the scheme are set by the Department for Transport (DfT). We use the benchmarks to focus on how we can improve our station and on-train experience and how well we perform in customer service.
* where there are two figures for our benchmark - this is because our benchmark increases part way through the year (starting from Period 09)
Our latest results are below. We will update these results every four weeks so you can track our performance
STATIONS | Year 5 Average | Year 6 Average | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Pass Rate | Benchmark |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Ambience & Assets | 73% | 76.72% | 79.71% |
75% |
|||||||||||||
- Lighting | 93% | 91.07% | 100.00% | 75% | |||||||||||||
- Seating | 61% | 83.97% | 85.45% | 75% | |||||||||||||
- Shelters / Canopies | 78% | 77.68% | 79.31% | 75% | |||||||||||||
- Lifts / Escalators / Ramps | 87% | 82.89% | 87.76% | 75% | |||||||||||||
- Toilet operation | 56% | 54.49% | 54.17% | 75% | |||||||||||||
- Car / Cycle Parking | 64% | 66.01% | 67.24% | 75% | |||||||||||||
- Vegetation | 90% | 93.81% | 100.00% | 75% | |||||||||||||
Cleanliness | 62% | 66.70% | 64.45% | 65% | |||||||||||||
- General cleanliness | 75% | 75.86% | 73.33% | 65% | |||||||||||||
- Toilet cleanliness | 86% | 85.51% | 100.00% | 65% | |||||||||||||
- Litter | 53% | 62.23% | 44.00% | 65% | |||||||||||||
- Graffiti & Etching | 31% | 40.84% | 46.27% | 65% | |||||||||||||
Information | 68% | 70.77% | 70.51% | 71%/75% | |||||||||||||
- CIS / Displays | 78% | 72.14% | 71.19% | 71%/75% | |||||||||||||
- Help points | 41% | 31.46% | 23.81% | 71%/75% | |||||||||||||
- Posters and frames | 56% | 72.65% | 80.00% | 71%/75% | |||||||||||||
- Public Address system | 85% | 82.04% | 71.93% | 71%/75% | |||||||||||||
- Signage & Information | 63% | 71.73% | 75.44% | 71%/75% | |||||||||||||
- Information during delays | 93% | 90.38% | 100.00% | 71%/75% | |||||||||||||
Ticketing & Staffing | 85% | 87.49% | 80.76% | 86%/88% | |||||||||||||
- Ticket vending machines | 69% | 81.39% | 70.91% | 86%/88% | |||||||||||||
- Ticket office | 80% | 83.57% | 72.73% | 86%/88% | |||||||||||||
- Staff presence | 93% | 85.01% | 79.41% | 86%/88% | |||||||||||||
- Ticket gates | 100% | 100.00% | 100.00% | 86%/88% | |||||||||||||
Total | 72% | 75.42% | 73.86% |
FLEET | Year 5 Average | Year 6 Average | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Pass Rate | Benchmark |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Ambience | 82% | 86.62% | 91.61% | 85% | |||||||||||||
- Heating & Lighting | 82% | 86.93% | 92.65% | 85% | |||||||||||||
- Seating | 95% | 96.47% | 98.50% | 85% | |||||||||||||
- Vehicle interior | 93% | 92.90% | 96.59% | 85% | |||||||||||||
- Accessibility | 92% | 96.58% | 99.50% | 85% | |||||||||||||
- Toilet operation | 48% | 62.02% | 72.00% | 85% | |||||||||||||
Cleanliness | 93% | 95.06% | 96.31% | 95% | |||||||||||||
- Exterior cleanliness | 98% | 99.58% | 98.99% | 95% | |||||||||||||
- Interior cleanliness | 88% | 93.82% | 98.50% | 95% | |||||||||||||
- Graffiti & Etching | 91% | 91.68% | 91.67% | 95% | |||||||||||||
- Litter | 94% | 93.42% | 94.17% | 95% | |||||||||||||
- Toilet cleanliness | 94% | 98.25% | 98.33% | 95% | |||||||||||||
Information | 83% | 80.87% | 93.53% | 83% | |||||||||||||
- Information screens | 84% | 77.75% | 77.88% | 83% | |||||||||||||
- Announcements | 96% | 92.81% | 100.00% | 83% | |||||||||||||
- Wi-Fi | 94% | 97.14% | 95.54% | 83% | |||||||||||||
- Posters and frames | 63% | 61.19% | 98.01% | 83% | |||||||||||||
- Disruption info | 87% | 81.68% | 100.00% | 83% | |||||||||||||
Total | 86% | 87.52% | 93.82% |
Customer Service | Year 5 Average | Year 6 Average | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Pass Rate | Benchmark |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Staff Helpfulness | 92% | 96.20% | 94.80% | 93% | |||||||||||||
- Stations | 90% | 93.65% | 95.00% | 93% | |||||||||||||
- Trains | 94% | 98.75% | 94.59% | 93% | |||||||||||||
Online Information | 95% | 98.85% | 100.00% | 95% | |||||||||||||
- Social Media | 91% | 96.15% | 100.00% | 95% | |||||||||||||
- Info & Contact | 97% | 100.00% | 100.00% | 95% | |||||||||||||
Total | 93% | 97.53% | 97.40% |
STATIONS | Year 4 Average | Year 5 Average | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Pass Rate | Benchmark |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Ambience & Assets | 72% | 73% | 69.57% | 71.64% | 78.00% | 74.86% | 81.09% | 81.43% | 73.99% | 76.94% | 71.89% | 79.97% | 75.74% | 78.93% | 83.27% | 76.72% | 72% |
- Lighting | 97% | 93% | 77.50% | 86.49% | 89.74% | 97.22% | 91.43% | 93.94% | 100.00% | 96.97% | 82.05% | 88.89% | 94.74% | 87.80% | 97.14% | 91.07% | 72% |
- Seating | 55% | 61% | 68.66% | 64.41% | 82.69% | 80.36% | 82.35% | 86.27% | 88.46% | 88.00% | 85.45% | 90.74% | 91.67% | 94.12% | 88.46% | 83.97% | 72% |
- Shelters / Canopies | 81% | 78% | 78.33% | 75.00% | 83.64% | 77.59% | 79.25% | 77.78% | 77.78% | 71.93% | 70.69% | 82.46% | 77.78% | 78.00% | 79.66% | 77.68% | 72% |
- Lifts / Escalators / Ramps | 90% | 87% | 80.85% | 83.33% | 89.58% | 90.24% | 78.57% | 93.18% | 68.75% | 81.82% | 77.55% | 97.44% | 83.72% | 72.55% | 80.00% | 82.89% | 72% |
- Toilet operation | 53% | 56% | 52.63% | 56.52% | 56.00% | 45.45% | 83.33% | 66.67% | 40.91% | 47.37% | 44.00% | 45.45% | 35.00% | 63.64% | 71.43% | 54.49% | 72% |
- Car / Cycle Parking | 64% | 64% | 48.05% | 58.33% | 62.12% | 57.38% | 63.33% | 69.84% | 67.21% | 74.58% | 65.52% | 74.14% | 70.69% | 67.24% | 79.66% | 66.01% | 72% |
- Vegetation | 88% | 90% | 100.00% | 98.00% | 92.00% | 84.00% | 84.62% | 86.54% | 88.24% | 96.00% | 98.04% | 100.00% | 98.00% | 98.04% | 96.08% | 93.81% | 72% |
Cleanliness | 64% | 62% | 57.16% | 65.64% | 61.99% | 64.78% | 68.72% | 61.26% | 73.84% | 77.55% | 63.13% | 67.45% | 73.46% | 66.63% | 65.45% | 66.70% | 63% |
- General cleanliness | 81% | 75% | 63.49% | 70.49% | 71.19% | 66.67% | 65.08% | 70.69% | 84.91% | 83.93% | 83.64% | 76.67% | 83.93% | 81.82% | 83.64% | 75.86% | 63% |
- Toilet cleanliness | 89% | 86% | 100.00% | 100.00% | 68.18% | 91.67% | 100.00% | 80.00% | 66.67% | 100.00% | 47.83% | 100.00% | 100.00% | 82.35% | 75.00% | 85.51% | 63% |
- Litter | 47% | 53% | 45.57% | 59.42% | 66.13% | 62.50% | 74.55% | 55.07% | 81.48% | 75.00% | 63.49% | 55.71% | 63.49% | 52.94% | 53.62% | 62.23% | 63% |
- Graffiti & Etching | 38% | 31% | 22.22% | 33.33% | 35.80% | 38.46% | 34.18% | 37.66% | 52.94% | 49.33% | 47.14% | 38.67% | 46.15% | 48.65% | 46.38% | 40.84% | 63% |
Information | 66% | 68% | 70.51% | 71.26% | 72.91% | 73.01% | 76.64% | 70.53% | 63.18% | 80.17% | 75.14% | 69.09% | 72.87% | 66.90% | 57.80% | 70.77% | 71% |
- CIS / Displays | 76% | 78% | 74.14% | 67.21% | 74.58% | 64.52% | 81.13% | 75.00% | 53.52% | 95.83% | 83.33% | 57.97% | 72.41% | 74.58% | 63.64% | 72.14% | 71% |
- Help points | 42% | 41% | 32.91% | 41.33% | 34.21% | 38.36% | 35.21% | 39.44% | 25.00% | 38.89% | 28.21% | 30.67% | 24.05% | 20.22% | 20.48% | 31.46% | 71% |
- Posters and frames | 45% | 56% | 56.16% | 75.86% | 76.79% | 69.64% | 73.21% | 69.49% | 86.79% | 61.90% | 78.95% | 65.15% | 75.86% | 73.21% | 81.48% | 72.65% | 71% |
- Public Address system | 86% | 85% | 93.88% | 82.35% | 79.25% | 94.12% | 90.48% | 85.42% | 82.69% | 93.33% | 82.35% | 83.33% | 84.78% | 54.84% | 59.68% | 82.04% | 71% |
- Signage & Information | 65% | 63% | 56.94% | 58.46% | 70.00% | 67.24% | 73.68% | 72.41% | 77.78% | 81.48% | 72.88% | 76.36% | 76.27% | 80.00% | 68.97% | 71.73% | 71% |
- Information during delays | 90% | 93% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 75.00% | 50.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 50.00% | 90.38% | 71% |
Ticketing & Staffing | 89% | 85% | 84.08% | 93.04% | 94.09% | 87.86% | 89.13% | 82.71% | 83.61% | 84.86% | 85.93% | 82.95% | 82.79% | 95.15% | 91.17% | 87.49% | 86% |
- Ticket vending machines | 77% | 69% | 82.14% | 91.84% | 76.36% | 90.00% | 85.11% | 61.29% | 81.48% | 91.30% | 81.48% | 66.07% | 79.17% | 84.31% | 87.50% | 81.39% | 86% |
- Ticket office | 85% | 80% | 74.19% | 90.00% | 100.00% | 83.33% | 85.71% | 82.61% | 76.47% | 74.07% | 80.77% | 85.71% | 72.00% | 96.30% | 85.19% | 83.57% | 86% |
- Staff presence | 94% | 93% | 80.00% | 90.32% | 100.00% | 78.13% | 85.71% | 86.96% | 76.47% | 74.07% | 81.48% | 80.00% | 80.00% | 100.00% | 92.00% | 85.01% | 86% |
- Ticket gates | 100% | 100% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 86% |
Total | 73% | 72% | 70.33% | 75.40% | 76.75% | 75.13% | 78.90% | 73.98% | 73.66% | 79.88% | 74.02% | 74.87% | 76.22% | 76.90% | 74.42% | 75.42% | 73% |
FLEET | Year 4 Average | Year 5 Average | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Pass Rate | Benchmark |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Ambience | 82% | 82% | 83.08% | 85.17% | 85.41% | 88.22% | 78.49% | 82.75% | 85.08% | 87.78% | 87.55% | 87.45% | 89.69% | 92.11% | 93.23% | 86.62% | 82% |
- Heating & Lighting | 76% | 82% | 85.45% | 85.91% | 86.11% | 82.43% | 77.41% | 85.25% | 91.83% | 87.56% | 89.10% | 91.04% | 88.04% | 89.57% | 90.43% | 86.93% | 82% |
- Seating | 92% | 95% | 97.03% | 94.55% | 93.75% | 97.52% | 95.15% | 95.61% | 96.62% | 96.57% | 96.55% | 94.20% | 97.56% | 99.00% | 100.00% | 96.47% | 82% |
- Vehicle interior | 93% | 93% | 92.68% | 93.69% | 92.72% | 96.04% | 88.26% | 85.25% | 86.88% | 94.63% | 95.10% | 93.69% | 97.52% | 96.10% | 95.07% | 92.90% | 82% |
- Accessibility | 90% | 92% | 91.98% | 96.57% | 94.23% | 97.06% | 95.63% | 97.06% | 98.02% | 98.51% | 99.50% | 97.06% | 95.63% | 94.23% | 100.00% | 96.58% | 82% |
- Toilet operation | 60% | 48% | 49.17% | 56.07% | 60.87% | 68.69% | 39.57% | 56.10% | 57.28% | 63.10% | 58.95% | 62.22% | 69.23% | 81.93% | 83.12% | 62.02% | 82% |
Cleanliness | 93% | 93% | 95.53% | 91.80% | 93.64% | 95.10% | 95.83% | 95.29% | 95.08% | 95.34% | 96.47% | 94.86% | 97.47% | 94.28% | 95.13% | 95.06% | 92% |
- Exterior cleanliness | 98% | 98% | 99.50% | 99.00% | 98.01% | 100.00% | 100.00% | 99.00% | 100.00% | 100.00% | 99.50% | 100.00% | 99.50% | 100.00% | 100.00% | 99.58% | 92% |
- Interior cleanliness | 85% | 88% | 94.53% | 86.51% | 94.66% | 91.43% | 94.09% | 98.51% | 91.00% | 96.04% | 96.08% | 91.00% | 96.55% | 94.66% | 94.63% | 93.82% | 92% |
- Graffiti & Etching | 92% | 91% | 94.03% | 91.04% | 88.73% | 91.18% | 90.00% | 92.50% | 91.54% | 92.50% | 92.08% | 92.04% | 93.03% | 92.04% | 91.09% | 91.68% | 92% |
- Litter | 96% | 94% | 93.50% | 88.37% | 90.19% | 95.02% | 98.01% | 90.05% | 95.10% | 89.15% | 95.54% | 96.57% | 99.00% | 92.72% | 91.26% | 93.42% | 92% |
- Toilet cleanliness | 92% | 94% | 97.33% | 97.18% | 97.44% | 100.00% | 98.53% | 96.51% | 100.00% | 100.00% | 100.00% | 96.97% | 100.00% | 93.33% | 100.00% | 98.25% | 92% |
Information | 84% | 83% | 73.56% | 79.54% | 70.94% | 71.37% | 76.64% | 67.59% | 82.35% | 88.20% | 86.57% | 86.47% | 89.22% | 87.75% | 91.08% | 80.87% | 83% |
- Information screens | 86% | 84% | 79.65% | 82.43% | 74.90% | 52.61% | 75.83% | 76.60% | 79.56% | 84.40% | 82.27% | 78.32% | 85.92% | 73.89% | 84.40% | 77.75% | 83% |
- Announcements | 95% | 96% | 97.06% | 91.04% | 85.14% | 55.56% | 99.50% | 100.00% | 100.00% | 97.06% | 98.51% | 92.86% | 98.02% | 98.02% | 93.75% | 92.81% | 83% |
- Wi-Fi | 96% | 94% | 95.61% | 95.15% | 98.02% | 98.99% | 91.08% | 99.50% | 98.00% | 97.00% | 98.00% | 98.99% | 98.48% | 97.49% | 96.53% | 97.14% | 83% |
- Posters and frames | 63% | 63% | 41.77% | 46.62% | 40.65% | 53.00% | 34.78% | 53.95% | 62.64% | 72.54% | 66.28% | 75.11% | 73.55% | 86.98% | 87.56% | 61.19% | 83% |
- Disruption info | 92% | 87% | 62.50% | 100.00% | N/A | 56.00% | 100.00% | 0.00% | 80.00% | 100.00% | 100.00% | 100.00% | 100.00% | N/A | 100.00% | 81.68% | 83% |
Total | 86% | 86% | 84.06% | 85.50% | 83.33% | 84.90% | 83.65% | 81.88% | 87.50% | 90.44% | 90.20% | 89.59% | 92.13% | 91.38% | 93.15% | 87.52% | 86% |
Customer Service | Year 4 Average | Year 5 Average | P1 | P2 | P3 | P4 | P5 | P6 | P7 | P8 | P9 | P10 | P11 | P12 | P13 | Pass Rate | Benchmark |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Staff Helpfulness | 84% | 92% | 98.84% | 95.70% | 95.23% | 97.56% | 95.35% | 92.71% | 97.32% | 95.12% | 98.84% | 94.87% | 96.43% | 97.44% | 95.24% | 96.20% | 90% |
- Stations | 82% | 90% | 97.67% | 95.74% | 92.68% | 95.12% | 90.70% | 87.80% | 96.97% | 90.24% | 97.67% | 92.31% | 92.86% | 94.87% | 92.86% | 93.65% | 90% |
- Trains | 86% | 94% | 100.00% | 95.65% | 97.78% | 100.00% | 100.00% | 97.62% | 97.67% | 100.00% | 100.00% | 97.44% | 100.00% | 100.00% | 97.62% | 98.75% | 90% |
Online Information | 88% | 95% | 98.50% | 98.50% | 98.50% | 98.50% | 97.00% | 98.50% | 100.00% | 100.00% | 97.00% | 100.00% | 100.00% | 98.50% | 100.00% | 98.85% | 95% |
- Social Media | 85% | 91% | 95.00% | 95.00% | 95.00% | 95.00% | 90.00% | 95.00% | 100.00% | 100.00% | 90.00% | 100.00% | 100.00% | 95.00% | 100.00% | 96.15% | 95% |
- Info & Contact | 89% | 97% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% | 95% |
Total | 80% | 93% | 98.67% | 97.10% | 96.87% | 98.03% | 96.18% | 95.61% | 98.66% | 97.56% | 97.92% | 97.44% | 98.22% | 97.97% | 97.62% | 97.53% | 93% |