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| Performance Target | P06 | P07 | P08 | P09 |
|---|---|---|---|---|
| Punctuality (Time to 3) | 71.10% | 68.40% | 63.45% | 55.40% |
| Reliability (All Station Cancellations) | 2.70% | 2.40% | 4.16% | 3.86% |
| Overall Customer Satisfaction Target (MAA) | 87.00% | 87.00% | 87.00% | 87.00% |
| Overall Customer Satisfaction Actual (MAA) | 81.54% | 81.92% | 82.54% | 82.69% |
| Dealing with Delay Target (MAA) | 64.00% | 64.00% | 64.00% | 64.00% |
| Dealing with Delay Actual (MAA) | 62.15% | 61.38% | 61.77% | 62.08% |
| Ticketless Travel Target | 2.75% | 2.75% | 2.75% | 2.75% |
| Ticketless Travel Actual (Based on a survey undertaken four times a year) | N/A | N/A | N/A | 2.27% |
Period 09 Update – Time to 3 Performance & Customer Satisfaction
Unfortunately, due to a large number of incidents on our network in Period 09, we missed our Department for Transport Performance Targets for: Time to 3, Overall Customer Satisfaction and Satisfaction with Dealing with Delay.
Period 09 presented challenging weather conditions, resulting in a number of speed restrictions imposed in response to forecasted weather which led to delays, especially on our West Coast Mainline route. We also experienced challenges with signalling failures in period (with the most notable incident due to a cable fault at Leeds on 30th November, causing a total of 1195 delay minutes), a track defect at Scout Tunnel, which resulted in a 20mph speed restriction and a total of 1143 delay minutes over the period, alongside a cracked crossing at Wrawby Junction, causing 329 minutes but a very significant Time to 3 impact on our South route. Unfortunately, Customer Satisfaction dropped this period below expected levels due to the associated impact of these incidents resulting in delays to customer journeys.
What are we doing about it?
We will be undertaking an Autumn review in January to identify any lessons learned and subsequent improvements we can make for coming years. We work closely with Network Rail through our Joint Performance Strategy to work collaboratively to integrate robust analysis, planning and assurance across geographies and sectors to continually improve operational performance, and work together to mitigate against the wider influences on performance. We are also working on the development of a Joint Performance Improvement Plan with Northern and Network Rail via our joint industry meetings. Collaboration is at the heart of our performance improvement process and we will continue to work closely with industry partners to improve the punctuality and reliability of services for our customers, which will subsequently improve overall customer satisfaction.
We recognise that customer awareness of these delays and disruptions is not where it needs to be. To address this, we’re actively developing improvements to the customer experience, including a review of pre-planned disruption communications, stronger digital advice and enhancements to push notifications.