Service Quality Performance

Service Quality (SQR) Performance: 2025 - 2026

Service Quality Regime (SQR)	Service Quality Area	Benchmark	Period 1 (01/04/25 to 26/04/25)
Stations	Ambience and Assets	86%	77.31%
Stations	Cleanliness and Graffiti	89%	80.42%
Stations	Information	90%	73.58%
Stations	Ticketing and Staffing	94%	100%
Trains	Ambience and Assets	93%	91.07%
Trains	Cleanliness and Graffiti	95%	91.43%
Trains	Information	92%	92.44%
Customer service	Staff Helpfulness	96%	100%
Customer service	Online Information	96%	98.57%

Service Quality (SQR) Performance: 2024 - 2025

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%

Service Quality Performance past results 2023 - 2024

Service Quality Regime (SQR)	Service Quality Area	Benchmark	Period 1 (01/04/23 to 29/04/23)	Period 2 (30/04/23 to 27/05/23)	Period 3 (28/05/23 to 24/06/23)	Period 4 (25/06/23 to 22/07/23)	Period 5 (23/07/23 to 19/08/23)	Period 6 (20/08/23 to 16/09/23)	Period 7 (17/09/23 to 14/10/23)	Period 8 (15/10/23 to 11/11/23)	Period 9 (12/11/23 to 09/12/23)	Period 10 (10/12/23 to 06/01/24)	Period 11 (07/01/24 to 03/02/24)	Period 12 (04/02/24 to 02/03/24)	Period 13 (03/03/24 to 31/03/24)	Annual results TBC
Stations	Ambience and Assets	82%	80.32%	89.83%	87.29%	80.13%	85.51%	89.24%	79.54%	83.49%	78.78%	76.46%	82.30%	79.70%	81.81%
Stations	Cleanliness and Graffiti	88%	85.35%	88.12%	90.84%	93.21%	84.34%	90.34%	84.54%	96.84%	90.14%	90.19%	87.18%	90.80%	91.59%
Stations	Information	85%	93.67%	90.63%	93.55%	90.38%	92.00%	96.89%	82.61%	82.86%	84.64%	87.47%	83.71%	84.59%	76.66%
Stations	Ticketing and Staffing	93%	96.43%	92.05%	91.08%	92.66%	75.93%	87.11%	90.00%	89.13%	89.95%	95.63%	94.13%	79.67%	86.99%
Trains	Ambience and Assets	92%	89.32%	94.44%	90.58%	89.54%	92.60%	91.44%	91.23%	93.48%	89.45%	93.17%	93.04%	91.15%	92.30%
Trains	Cleanliness and Graffiti	95%	95.14%	97.31%	94.54%	95.87%	95.81%	95.98%	97.20%	96.25%	95.63%	93.36%	94.69%	94.98%	95.79%
Trains	Information	91%	93.26%	83.19%	86.59%	85.65%	95.54%	95.83%	96.20%	95.40%	88.37%	89.99%	86.63%	87.46%	93.67%
Customer service	Staff Helpfulness	92%	96.67%	96.67%	91.67%	100.00%	96.67%	95.00%	100.00%	95.19%	87.07%	86.80%	98.33%	95.00%	93.33%
Customer service	Online Information	90%	100.00%	95.00%	100.00%	100.00%	98.57%	90.71%	88.33	95.00%	100.00%	92.14%	93.57%	96.67%	92.14%

I want to...

See ticket offers

Get inspired

Check live train times

Get in touch

Book travel assistance

Stay in the loop

Subscribe to our emails to get access to special offers, exclusive competitions, and the best travel tips directly to your inbox.

TransPennine Express Privacy Policy