Service Quality

How we're improving our Quality of Service

We have a Service Quality Regime in place that makes your journeys better.

Every four weeks, train operators in England are assessed on their level of service.

They look at many areas which range from how good our customer service is to how clean our trains are.

We want to give you great service and our results will help us focus on areas that need improving.

Our Service Quality Performance

The below tables is for Period 2 and will be updated every four weeks. Last updated 24 June 2022.

Station Score
Ambience & Assets


Cleanliness & Graffiti 74.4%
Ticketing & Staff 92.5%


Train Score
Ambience & Assets


Cleanliness & Graffiti


Information 81.3%

Customer Service Score
People 91.5%
Online Information 90%