| Service Quality Regime (SQR) | Service Quality Area | Benchmark | Period 1 (01/04/25 to 26/04/25) |
Period 2 (27/04/25 to 24/05/25) |
Period 3 (25/05/25 to 21/06/25) |
Period 4 (22/06/25 to 19/07/25) |
Period 5 (20/07/25 to 16/08/25) |
Period 6 (17/08/25 to 13/09/25) |
Period 7 (14/09/25 to 11/10/25) |
Period 8 (12/10/25 to 08/11/25) |
Period 9 (09/11/25 to 06/12/25) |
Period 10 (07/12/25 to 03/01/26) |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Stations | Ambience and Assets | 86% | 77.31% | 81.35% | 82.53% | 81.49% | 81.90% | 75.45% | 76.52% | 80.53% | 79.05% | 76.35% |
| Stations | Cleanliness and Graffiti | 89% | 80.42% | 91.43% | 74.45% | 79.13% | 90.53% | 81.43% | 76.93% | 83.39% | 77.27% | 87.71% |
| Stations | Information | 90% | 73.58% | 72.29% | 74.07% | 70.15% | 75.95% | 61.31% | 66.13% | 65.80% | 61.96% | 71.31% |
| Stations | Ticketing and Staffing | 94% | 100% | 97.12% | 95.00% | 90.21% | 91.01% | 92.79% | 93.79% | 92.45% | 87.84% | 96.43% |
| Trains | Ambience and Assets | 93% | 91.07% |
91.49% | 91.01% | 87.63% | 90.26% | 93.66% | 90.81% | 86.30% | 87.19% | 83.47% |
| Trains | Cleanliness and Graffiti | 95% | 91.43% | 96.07% | 96.80% | 91.02% | 95.24% | 93.86% | 96.27% | 94.67% | 97.27% | 96.11% |
| Trains | Information | 92% | 92.44% | 86.37% | 87.37% | 87.78% | 93.35% | 94.10% | 95.79% | 89.74% | 93.36% | 94.82% |
| Customer service | Staff Helpfulness | 96% | 100% | 96.67% | 100% | 96.67% | 98.33% | 96.67% | 98.33% | 100% | 96.67% | 100% |
| Customer service | Online Information | 96% | 98.57% | 97.14% | 100% | 95.00% | 98.57% | 100% | 100% | 98.57% | 100% | 100% |
Last updated 9th January 2026 - This page is updated every 4 weeks
Each year, we review how we manage customer complaints and delay compensation to improve the experience for everyone who travels with us. This report explains what we’ve changed in the past year, based directly on customer feedback, and the impact those improvements have made.
| Service Quality Regime (SQR) | Service Quality Area | Benchmark | Period 1 (01/04/24 to 27/04/24) |
Period 2 (28/04/24 to 25/05/24) |
Period 3 (26/05/24 to 22/06/24) |
Period 4 (23/06/24 to 20/07/24) |
Period 5 (21/07/24 to 17/08/24) |
Period 6 (18/08/24 to 14/09/24) |
Period 7 (15/09/24 to 12/10/24) |
Period 8 (13/10/24 to 10/11/24) |
Period 9 (11/11/24 to 07/12/24) |
Period 10 (08/12/24 to 04/01/25) |
Period 11 (05/01/25 to 01/02/25) |
Period 12 (02/02/25 to 01/03/25) |
Period 13 (02/03/25 to 31/03/25) |
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Stations | Ambience and Assets | 82% | 81.10% | 93.29% | 78.99% | 84.10% | 84.20% | 90.18% | 87% | 84.83% | 85.13% | 80.36% | 79.95% | 75.29% | 75.51% | |
| Stations | Cleanliness and Graffiti | 89% | 87.94% | 85.82% | 89.61% | 84.18% | 84.94% | 85.88% | 90.78% | 88.60% | 86.50% | 84.28% | 93.71% | 77.34% | 70.74% | |
| Stations | Information | 85% | 76.35% | 84.19% | 83.09% | 85.34% | 80.75% | 86.40% | 77.59% | 86.89% | 81.87% | 78.64% | 83.42% | 76.29% | 70.70% | |
| Stations | Ticketing and Staffing | 93% | 93.18% | 100% | 98.68% | 93.49% | 83.02% | 95% | 86.56% | 87.37% | 83.87% | 82.48% | 89.11% | 76.94% | 100% | |
| Trains | Ambience and Assets | 92% | 92.90% | 93.26% | 93.40% | 93.72% | 91.78% | 93.95% | 91.57% | 91.66% | 91.08% | 89.59% | 88.49% | 91.37% | 90.92% | |
| Trains | Cleanliness and Graffiti | 95% | 93.74% | 94.15% | 90.13% | 93.64% | 94.84% | 92.60% | 94.22% | 97.03% | 92.36% | 93.64% | 93.58% | 94.12% | 96.02% | |
| Trains | Information | 91% | 92.02% | 93.59% | 88.33% | 87.68% | 89.92% | 91.21% | 89.74% | 93.61% | 94.37% | 91.39% | 86.02% | 83.33% | 91.22% | |
| Customer service | Staff Helpfulness | 94% | 93.33% | 95.18% | 91.67% | 96.67% | 95% | 96.67% | 98.33% | 98.33% | 98.33% | 99.33% | 96.67% | 96.67% | 98.33% | |
| Customer service | Online Information | 92% | 98.57% | 100% | 100% | 97.14% | 100% | 100% | 100% | 98.57% | 93.57% | 98.57% | 98.57% | 100% | 100% | |
