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Service Quality Regime
Introduction to SQR
TransPennine Express, prides itself on offering fantastic service to its customers. Our new Service Quality Regime, also referred to as SQR, launched in October 2021 to help improve the service we deliver to those travelling with us by inspecting our trains (on-board), stations and customer service.
Independent inspectors carry out more than 250 inspections each period to look at a whole host of customer focus areas, including:
The service quality inspections are completed by our partners Mystery Shoppers Ltd. The team is trained to understand our standards and the wider TransPennine Express network. The inspections are conducted overtly and, therefore the inspectors are identifiable. The customer service inspections, however, are conducted by fully briefed mystery shoppers. Combined, both types of inspections ensure that we review all our service quality indicators.
If we don’t meet the standards, we are required to rectify the issue within a set time period and evidence to Rail North Partnership and the Department for Transport that we have addressed all identified problems. The Service Quality Regime helps us make sure we offer the best possible service for our customers.
What we’re measured on
SQR Results November 2021- April 2022
For SQR, we are measured on our stations, trains and customer service. Find out how we did vs our target scores for Periods 8-13 for each area:
Rectifying the issue- SQR in action
Our SQR allows us to rectify issues that are identified during the inspections. Take a look at where we’ve improved the service we deliver to our customers, whether that be at stations, on our trains or through our customer service.
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