Service Quality Report
Our Service Quality Report gives you an overview of several key processes we have in place to improve our service quality.
How we're improving our service
As part of our commitment to providing exemplary customer service, independent auditors conduct Service Quality Regime (SQR) audits on our trains, at our stations and on our website and social media platforms.
These audits consider the facilities available to you (e.g. how clean our trains and stations are) and your interactions with our colleagues (e.g. how good our customer service is).
How we're doing
Every four weeks, we update this page with our latest SQR results below. We compare our scores alongside the benchmarks the Department for Transport set to help us focus on areas that need improvement to enhance your experience with us. Scores are subject to change.
Updated 5 June 2026
| Service Quality Area | Target 26/27 | Period 1: 1 to 2 May 2026 | Period 2: 3 to 30 May 2026 |
|---|---|---|---|
| Station Ambience & Assets | 83% | 82.57% | 85.23% |
| Station Cleanliness & Graffiti | 85% | 81.58% | 87.98% |
| Station Information | 87% | 87.53% | 92.20% |
| Station Ticketing & Staffing | 90% | 91.18% | 97.50% |
| Train Ambience & Assets | 92% | 94.24% | 96.67% |
| Train Cleanliness & Graffiti | 93% | 91.84% | 89.53% |
| Train Information | 93% | 96.76% | 95.53% |
| Customer Service: Staff Helpfulness | 94% | 97.73% | 89.02% |
| Customer Service: Online Information | 96% | 100.00% | 100.00% |