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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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Station Finder

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 7th January for 2018 and 6th January for 2019.


National Rail Passenger Survey

Autumn 2018 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 2018. This is based on an average of our performance in two surveys (Spring and Autumn 2018). The Spring results were released in June 2018 and the Autumn results in January 2019.

 

Inter-city* Results (North-South)

2018 Target %

2018 Performance %

Overall satisfaction

N/A

81.2

Customer Service

70.0

69.6

Train

74.5

73.0

 

Inter-Regional** Results (East-West)

2018 Target %

2018 Performance %

Overall satisfaction

N/A

78.3

Customer Service

65.7

61.4

Train

70.6

69.6

 

The Spring 2018 survey took place between 15th January and 28th March 2018. You can view a more detailed summary of CrossCountry’s results here. 

The Autumn 2018 survey took place between 1st September and 16th November 2018. 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 %
2018            
Period 8 3048 72.1% 3161 85.4% 6209 78.3%
Period 9 3425 81.4% 3284 89.0% 6709 85.0%
Period 10 3364 77.4% 3386 88.6% 6750 82.6%
Period 11 3201 76.0% 3356 89.9% 6557 82.6%
Period 12 2929 69.9% 3290 87.9% 6219 78.3%
Period 13 3009 81.6% 3032 89.5% 6041 85.4%
2019            
Period 1 3643 87.3% 3635 95.7% 7278 91.3%
Period 2 3850 88.0% 3633 95.0% 7483 91.3%
Period 3 3783 84.8% 3620 94.3% 7358 89.2%
Period 4 3375 84.3% 3457 93.8% 6832 88.9%
Period 5 3569 85.4% 3657 94.7% 7226 90.0%

Period 6

3399 80.8% 3482 92.9% 6881 86.5%
Period 7 3309 78.6% 3433 91.7% 6742 84.8%

Cancellation Figures

Cancellation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2018            
Period 8 301 7.1% 210 5.7% 511 6.4%
Period 9 170 4.0% 184 5.0% 354 4.5%
Period 10 248 5.7% 69 1.8% 317 3.9%
Period 11 238 5.7% 62 1.7% 300 3.8%
Period 12 348 8.3% 116 3.1% 464 5.8%
Period 13 233 6.3% 124 3.7% 357 5.0%
2019            
Period 1 169 4.1% 25 0.7% 194 2.4%
Period 2 128 2.9% 45 1.2% 173 2.1%
Period 3 195 4.4% 97 2.5% 292 3.5%
Period 4 184 4.6% 89 2.4% 273 3.6%
Period 5 163 3.9% 53 1.4% 216 2.7%
Period 6 216 5.1% 81 2.2% 297 3.7%
Period 7 242 5.8% 89 2.4% 331 4.2%

Right Time Railway

Right Time Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2018            
Period 8 1052 24.9% 1399 37.8% 2451 30.9%
Period 9  1341 31.9% 1622 43.9% 2963 37.5%
Period 10 1178 27.1% 1432 37.5% 2610 32.0%
Period 11 1066 25.3% 1274 34.1% 2340 29.5%
Period 12 965 23.0% 1079 28.8% 2044 25.7%
Period 13 1268 34.4% 1370 40.4% 2638 37.3%
2019            
Period 1 1669 40.0% 1707 44.9% 3376 42.4%
Period 2 1719 39.3% 1847 48.3% 3566 43.5%
Period 3 1600 36.3% 1823 47.5% 3423 41.5%
Period 4 1605 40.1% 1784 48.4% 3389 44.1%
Period 5 1709 40.9% 1777 46.0% 3486 43.4%
Period 6 1546 36.7% 1596 42.6% 3142 39.5%
Period 7 1355 32.2% 1486 39.7% 2841 35.7%

Cancellation & Significant Lateness Figures

Cancellation & Significant Lateness Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2018            
Period 8 462 10.9% 240 6.5% 702 8.9%
Period 9 273 6.5% 203 5.5% 476 6.0%
Period 10 364 8.4% 95 2.5% 459 5.6%
Period 11 365 8.7% 83 2.2% 448 5.6%
Period 12 521 12.4% 142 3.8% 663 8.4%
Period 13 301 8.2% 14 4.2% 442 6.2%
2019            
Period 1 241 5.8% 33 0.9% 274 3.4%
Period 2 177 4.0% 56 1.5% 233 2.8%
Period 3 280 6.4% 117 3.0% 397 4.8%
Period 4 269 6.7% 109 3.0% 378 4.9%
Period 5 246 5.9% 64 1.7% 310 3.9%
Period 6 326 7.7% 102 2.7% 428 5.4%
Period 7 385 9.1% 112 3.0% 497 6.3%

Trains delayed between 30-59 minutes

Delays Between 30 - 59 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2018            
Period 8 139 3.3% 26 0.7% 165 2.1%
Period 9  83 2.0% 17 0.5% 100 1.3%
Period 10 101 2.3% 24 0.6% 125 1.5%
Period 11 115 2.7% 21 0.6% 136 1.7%
Period 12 150 3.6% 26 0.7% 176 2.2%
Period 13 66 1.8% 15 0.4% 81 1.1%
2019            
Period 1 64 1.5% 7 0.2% 71 0.9%
Period 2 48 1.1% 9 0.2% 57 0.7%
Period 3 75 1.7% 18 0.5% 93 1.1%
Period 4 78 1.9% 17 0.5% 95 1.2%
Period 5 72 1.7% 11 0.3% 83 0.1%
Period 6 96 2.3% 18 0.5% 114 1.4%
Period 7 128 3.0% 21 0.6% 149 1.9%

Trains delayed between 60 - 119 minutes

Delays Between 60 - 119 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2018            
Period 8 17 0.4% 3 0.1% 20 0.3%
Period 9  18 0.4% 2 0.1% 20 0.3%
Period 10 11 0.3% 2 0.1% 13 0.2%
Period 11 12 0.3% 0 0.0% 12 0.2%
Period 12 23 0.5% 0 0.0% 23 0.3%
Period 13 2 0.1% 2 0.1% 4 0.1%
2019            
Period 1 7 0.2% 1 0.0% 8 0.1%
Period 2 1 0.0% 2 0.1% 3 0.0%
Period 3 10 0.2% 2 0.1% 12 0.1%
Period 4 7 0.2% 3 0.1% 10 0.1%
Period 5 10 0.2% 0 0.0% 10 0.1%
Period 6 12 0.3% 3 0.1% 15 0.2%
Period 7 14 0.3% 2 0.1% 16 0.2%

Trains delayed over 120 minutes

Delays over 120 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2018            
Period 8 5 0.1% 1 0.0% 6 0.1%
Period 9 2 0.0% 0 0.0% 2 0.0%
Period 10 4 0.1% 0 0.0% 4 0.0%
Period 11 0 0.0% 0 0.0% 0 0.0%
Period 12 0 0.0% 0 0.0% 0 0.0%
Period 13 0 0.0% 0 0.0% 0 0.0%
2019            
Period 1 1 0.0% 0 0.0% 1 0.0%
Period 2 0 0.0% 0 0.0% 0 0.0%
Period 3 0 0.0% 0 0.0% 0 0.0%
Period 4 0 0.0% 0 0.0% 0 0.0%
Period 5 1 0.0% 0 0.0% 1 0.0%
Period 6 2 0.0% 0 0.0% 2 0.0%
Period 7 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 %
2018            
Period 8 80 1.9% 40 1.1% 120 1.5%
Period 9  120 2.9% 30 0.8% 150 1.9%
Period 10  107 2.5% 24 0.6% 131 1.6%
Period 11 117 2.8% 33 0.9% 150 1.9%
Period 12 121 2.9% 34 0.9% 155 2.0%
Period 13 128 3.5% 48 1.4% 176 2.5%
2019            
Period 1 142 3.4% 22 0.6% 164 2.1%
Period 2 152 3.5% 22 0.6% 174 2.1%
Period 3 135 3.1% 33 0.9% 168 2.0%
Period 4 127 3.2% 22 0.6% 149 1.9%
Period 5 107 2.6% 21 0.5% 128 1.6%
Period 6 147 3.5% 55 1.5% 202 2.5%
Period 7 155 3.7% 56 1.5% 211 2.7%


*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. 


Passenger information during disruption (PIDD)

PIDD is a coordinated approach by the rail industry to enable the timely and reassuring provision of correct and consistent information to passengers during major disruption/delays so that they can make well-informed travel decisions. The industry has agreed a Code of Practice that sets out high-level guidance about generic good practice for the provision of information to passengers during disruption; a framework that individual train operators can tailor according to local circumstances. This Code of Practice is attached below; followed by CrossCountry's 'PIDD Local Plan' which is our approach to ensuring the PIDD Code of Practice is delivered for our customers. The final attachment below is CrossCountry's 'PIDD Delivery Plan' which is our monthly progress tracker against the industry's list of PIDD initiatives.

In response to action number PIDD-29 the industry undertakes quantitative research to measure the improvement in the quality of information during disruption over time for all rail companies. The attachment to the Executive Summary for the most recent wave of research is below.

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