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
Station Cleanliness and Ambience
Cleanliness and graffiti at stations consistently receive high scores, with just two periods falling short of the benchmark.
Ambience and station assets have shown significant improvement, with the average score rising from 79% to 85%. For the first time, we have achieved the benchmark and have achieved it four times in the last six periods, with period two (May 2023) returning our highest score to date.
In addition, seating and benches have improved by 8% this year, resulting in an average score of 84%.
Cleanliness at stations continues to score consistently high, with our average 23/24 results matching our average result for FY 22/23 (88%).
Posters and frames at stations have seen a marked improvement this year, with the average result increasing by 20% to 87%.
Toilet Facilities
Toilet operation has shown a remarkable 17% improvement this year compared to 2022, with period two (May 2023) returning our highest score to date.
Toilet cleanliness at stations consistently scores high, with an average result of 95%, including four of the last six periods achieving a perfect 100%.
Onboard Train Experience
Ambience and assets on trains consistently receive high scores, with our average 2023 results matching our average result for 2022 (91%).
Following improvements to our onboard Wi-Fi last year, we've seen an 8% increase in average results, with an average score of 95% for periods one through six (April-October).
Customer Service and Online Information
Customer service continues to score exceptionally high, with staff helpfulness returning an average result of 96% this year with period four achieving a perfect 100% score.
For online information, despite facing challenges in summer, we've seen a strong improvement in our results, increasing our average score from 93% to 97%, with periods one (May), three and four (June-July) scoring 100%.
Stations
At Middlesbrough, there has been an impressive improvement, with a 12% increase in the year-to-date average compared to the last financial year, resulting in a score of 93%, with periods five and six (August-October) scoring 100%.
In period six (September-October), eight of our stations achieved a perfect 100% score in their audits, marking the highest number of stations to attain top marks in a single period.
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