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| Performance Target | P06 | P07 | P08 | P09 | P10 |
|---|---|---|---|---|---|
| Punctuality (Time to 3) | 71.10% | 68.40% | 63.45% | 55.40% | 67.10% |
| Reliability (All Station Cancellations) | 2.70% | 2.40% | 4.16% | 3.86% | 3.30% |
| Overall Customer Satisfaction Target (MAA) | 87.00% | 87.00% | 87.00% | 87.00% | 87.00% |
| Overall Customer Satisfaction Actual (MAA) | 81.54% | 81.92% | 82.54% | 82.69% | 87.00% |
| Dealing with Delay Target (MAA) | 64.00% | 64.00% | 64.00% | 64.00% | 64.00% |
| Dealing with Delay Actual (MAA) | 62.15% | 61.38% | 61.77% | 62.08% | 70.00% |
| Ticketless Travel Target | 2.75% | 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% | N/A |
Period 10 Update – Time to 3 Performance & Customer Satisfaction
In Period 10 (December 2025) we missed our Department for Transport Performance Targets in two categories – T-CS1 - Overall Customer Satisfaction and T-CS2 - Satisfaction with Dealing with Delay.
These targets are Moving Annual Average targets which are calculated by taking the average results across 12 months. Unfortunately, the exceptionally poor performance last year in February and March due to the weather, including Storm Eowyn is continuing to adversely impact our results. For Rail Period 10, the individual performance figures for T-CS1 - Overall Customer Satisfaction was 87%, and for T-CS2 - Satisfaction with Dealing with Delay 70%. Additionally, for a number of our satisfaction metrics, we recorded improvements this period; our NPS score increased significantly from +5 in Period 9 to +13 in Period 10, and we received the highest amount of praise cases to date via our Customer Relations team.
What are we doing about it?
While we have seen a positive uplift in satisfaction, we recognise that our disruption and delay handling 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.