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Key business performance indicators

At CrossCountry we are keen to provide you with as much information as we can about our services and how we're doing

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Below you will find information on our service performance. This includes lateness of our trains, number of trains ran, our timekeeping performance and how we performed in the latest NRPS surveys. Our performance figures are published on a four weekly basis called rail periods. Period 1 begins on 10th January for 2021.


National Rail Passenger Survey

Spring 2020 Results

Transport Focus, the independent body which monitors the quality of transport services, consults 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS) – a network-wide picture of customer satisfaction with rail travel. Opinions of train services are collected twice a year from a representative sample of journeys.

CrossCountry has targets for 2020. This is based on an average of our performance in two surveys (Spring and Autumn 2020). The Spring results were released in July 2020 and the Autumn results will be later this year.

 

Inter-city* Results (North-South)

2020 Target %

2020 Performance %

Overall satisfaction

N/A

85.5

Customer Service

70.5

70.5

Train

74.8

75.4

 

Inter-Regional** Results (East-West)

2020 Target %

2020 Performance %

Overall satisfaction

N/A

82

Customer Service

66

60

Train

71

70

 

The Spring 2020 survey took place between 27 January and 17 March 2020. You can view a more detailed summary of CrossCountry's results here.

The Autumn 2019 survey took place between 2 September and 10th November 2019. You can view a more detailed summary of CrossCountry's results here.

* Inter-city services are CrossCountry trains operating between Edinburgh and Plymouth, Bournemouth and Manchester, Newcastle and Reading. 

**Inter-regional services are CrossCountry trains operating between Birmingham and Stansted, Cardiff and Nottingham, Birmingham and Leicester. 


My journey

Public Performance Measurement (PPM) is the number of our services reaching their destination 'on time'. On time is defined as within five minutes for Regional and ten minutes for Long Distance trains. 

Punctuality last 4 weeks

Punctuality last 12 months 

Train performance

PPM Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2021            
Period 4 2688 93.6% 2589 95.5% 5277 94.5%
Period 5 2258 88.4% 2846 91.2% 5104 90.0%
Period 6 2249 88.3% 3442 89.9% 5691 89.2%
Period 7 2109 83.5% 3407 91.4% 5516 88.2%
Period 8 2060 83.1% 3502 93.6% 5562 89.4%
Period 9  2256 87.6% 3429 93.3% 5685 91.0%
Period 10  2287 87.9% 3504 93.2% 5791 91.0%
Period 11  2223 89.0% 2711 94.0% 4934 91.7%
Period 12  1915 80.0% 2421 87.5% 4336 84.0%
Period 13  2025 86.5% 2858 92.7% 4883 90.0%
2022            
Period 1  2205 83.4% 3063 90.8% 5268 87.6%
Period 2 2204 86.0% 3061 90.6% 5265 88.6%
Period 3  2044 81.2% 2714 83.2% 4758 82.3%

Cancellation Figures

Cancellation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2021            
Period 4 65 2.3% 35 1.3% 100 1.8%
Period 5 107 4.2% 153 4.9% 260 4.6%
Period 6 136 5.3% 220 5.7% 356 5.6%
Period 7 144 5.7% 150 4.0% 294 4.7%
Period 8 131 5.3% 110 2.9% 241 3.9%
Period 9 92 3.6% 87 2.4% 179 2.9%
Period 10 84 3.2% 89 2.4% 173 2.7%
Period 11  85 3.4% 46 1.6% 131 2.4%
Period 12  176 7.4% 139 5.0% 315 6.1%
Period 13 81 3.5% 94 3.0% 175 3.2%
2022            
Period 1 131 5.0% 157 4.7% 288 4.8%
Period 2 109 4.3% 177 5.2% 286 4.8%
Period 3  122 4.8% 316 9.7% 438 7.6%

Right Time Railway

Right Time Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2021            
Period 4 1994 69.4% 1620 59.4% 3614 64.7%
Period 5 1496 58.6% 1877 60.2% 3373 59.3%
Period 6 1333 52.3% 2137 55.8% 3470 54.4%
Period 7 1200 47.5% 2046 54.9% 3246 51.9%
Period 8 1133 45.7% 2238 59.8% 3371 54.2%
Period 9  1177 45.7% 2189 59.5% 3366 53.9%
Period 10  1150 44.2% 1988 52.9% 3138 49.3%
Period 11  1328 52.8% 1618 56.1% 2936 54.6%
Period 12  1039 43.4% 1365 49.3% 2404 46.6%
Period 13 1136 48.5% 1768 57.4% 2904 53.5%
2022            
Period 1  1238 46.8% 1929 57.2% 3167 52.6%
Period 2  1226 47.8% 1704 50.4% 2930 49.3%
Period 3 1130 44.9% 1493 45.8% 2623 45.4%

Cancellation & Significant Lateness Figures

Cancellation & Significant Lateness Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2021            
Period 4 87 3.0% 47 1.7% 134 2.4%
Period 5 149 5.8% 169 5.4% 318 5.6%
Period 6 136 5.3% 220 5.7% 356 5.6%
Period 7 219 8.7% 171 4.6% 390 6.2%
Period 8  218 8.8% 130 3.5% 343 5.6%
Period 9  136 5.3% 107 2.9% 243 3.9%
Period 10  132 5.1% 113 3.0% 245 3.9%
Period 11  117 4.7% 58 2.0% 175 3.3%
Period 12 285 11.9% 180 6.5% 465 9.0%
Period 13 128 5.5% 113 3.7% 241 4.4%
2022            
Period 1  199 7.5% 171 5.1% 370 6.1%
Period 2  149 5.8% 189 5.6% 338 5.7%
Period 3 230 9.1% 356 10.9% 586 10.1%

Trains delayed between 30-59 minutes

Delays Between 30 - 59 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2021            
Period 4 16 0.6% 11 0.4% 27 0.5%
Period 5 36 1.4% 9 0.3% 45 0.8%
Period 6 39 1.5% 24 0.6% 63 1.0%
Period 7  60 2.4% 19 0.5% 79 1.3%
Period 8 73 2.9% 19 0.5% 92 1.5%
Period 9  32 1.2% 14 0.4% 46 0.7%
Period 10 39 1.5% 21 0.6% 60 0.9%
Period 11  26 1.0% 5 0.2% 31 0.6%
Period 12 83 3.5% 37 1.3% 120 2.3%
Period 13  38 1.6% 18 0.6% 56 1.0%
2022            
Period 1  66 2.5% 13 0.4% 79 1.3%
Period 2 35 1.4% 12 0.4% 47 0.8%
Period 3 84 3.3% 30 0.9% 114 2.0%

Trains delayed between 60 - 119 minutes

Delays Between 60 - 119 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2021            
Period 4 5 0.2% 1 0.0% 6 0.1%
Period 5 5 0.2% 3 0.1% 8 0.1%
Period 6 9 0.4% 2 0.1% 11 0.2%
Period 7 13 0.5% 1 0.0% 14 0.2%
Period 8 13 0.5% 1 0.0% 14 0.2%
Period 9  12 0.5% 6 0.2% 18 0.3%
Period 10 6 0.2% 3 0.1% 9 0.1%
Period 11  4 0.2% 6 0.2% 28 0.5%
Period 12  24 1.0% 4 0.1% 28 0.5%
Period 13 9 0.4% 1 0.0% 10 0.2%
2022            
Period 1  2 0.1% 1 0.0% 3 0.0%
Period 2  5 0.2% 0 0.0% 5 0.1%
Period 3  23 0.9% 10 0.3% 33 0.6%

Trains delayed over 120 minutes

Delays over 120 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2021            
Period 3 0 0.0% 0 0.0% 0 0.0%
Period 4 1 0.0% 1 0.0% 0 0.0%
Period 5 1 0.0% 4 0.1% 5 0.1%
Period 6 0 0.0% 0 0.0% 0 0.0%
Period 7 2 0.1% 1 0.0% 3 0.0%
Period 8 1 0.0% 0 0.0% 1 0.0%
Period 9  0 0.0% 0 0.0% 0 0.0%
Period 10  3 0.1% 0 0.0% 3 0.0%
Period 11 2 0.1% 1 0.0% 2 0.0%
Period 12  2 0.1% 0 0.0% 2 0.0%
Period 13 0 0.0% 0 0.0% 0 0.0%
2022            
Period 1  0 0.0% 0 0.0% 0 0.0%
Period 2 0 0.0% 0 0.0% 0 0.0%
Period 3  1 0.0% 0 0.0% 1 0.0%

Short Formation Figures

Short Formation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2021            
Period 4 0 0.0% 4 0.1% 4 0.1%
Period 5 2 0.1% 8 0.3% 10 0.2%
Period 6 3 0.1% 12 0.3% 15 0.2%
Period 7  12 0.5% 14 0.4% 26 0.4%
Period 8 2 0.1% 3 0.1% 5 0.1%
Period 9  3 0.1% 20 0.4% 23 0.4%
Period 10 2 0.1% 4 0.1% 6 0.1%
Period 11 87 3.6% 11 0.4% 98 1.9%
Period 12 79 3.3% 10 0.4% 89 1.7%
Period 13 68 2.9% 6 0.2% 74 1.4%
2022            
Period 1 82 3.1% 11 0.3% 93 1.5%
Period 2  53 2.1% 32 0.9% 85 1.4%
Period 3  37 1.5% 33 1.0% 70 1.2%


*Inter-city services are CrossCountry trains operating between Edinburgh and Plymouth, Bournemouth and Manchester, Newcastle and Reading.  

Our Inter Regional services are CrossCountry trains operating between Birmingham and Stansted, Cardiff and Nottingham, Birmingham and Leicester. 


Introducing the Customer Information Pledges 

When you travel with us, if things don’t go to plan, you need the best information as quickly as possible. Our customers tell us that there are things we could do better when things go wrong - and other operators across the industry are hearing this too. Please visit here for more information.

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