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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 1st April for 2022.


Customer experience survey (CES)

The National Rail Passenger Survey (NRPS) programme has been on hold since spring 2020. Since then, we have created our own customer experience survey (CES). The below tables indicate customer satisfaction across a selection of customer touchpoints, comparing the most recent NRPS performance against the CES, where possible. Note that the scores are not comparable owing to vastly different survey methodologies, a much-changed set of customer expectations stemming from the pandemic and key differences in service provision across the time period owing to the pandemic. Examples of the latter would include reduced timetabling and on-board catering provision.

Trains

  NRPS Spring 2022 CES P4-P6 2022
Overall trains satisfaction 82%  
Personal security on-board  83%  
Cleanliness on the inside of the train 77% 60%
Comfort of the seats 70% 54%
Toilet facilities 59% 48%
Trains average  74% 54%

Customer Service

  NRPS Spring 2022 CES P4-P6 2022
Provision of information during journey 82% 60%
Helpfulness and attitude of staff 83% 69%
How well TOC dealt with delays 77% 42%
Availability of staff on the train 70% 52%
Customer service average  74% 56%

My Journey

Trains arriving on time

PPM Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2023            
Period 1 19216 51.6% 16669 53.7% 35885 52.6%
Period 2 17874 50.5% 15184 53.8% 33058 51.9%
Period 3 17854 45.2% 11392 44.5% 29246 44.9%
Period 4 18618 45.0% 14330 52.0% 32948 47.8%
Period 5 21175 49.9% 14371 53.6% 35546 51.4%
Period 6 20243 47.8% 13420 49.8% 33663 48.6%
Period 7 18214 44.7% 12412 46.7% 30626 45.5%
Period 8 15805 37.2% 11461 40.5% 27266 38.6%
Period 9  14712 36.2% 10655 39.4% 25367 37.5%
Period 10 15667 41.3% 12450 45.6% 28117 43.1%
Period 11 20707 49.1% 14847 47.6% 35554 48.5%
Period 12 21630 50.6% 13979 49.3% 35609 50.1%
Period 13 22692 50.7% 17947 55.1% 40639 52.5%
2024            
Period 1 20152 50% 14945 51.5% 35097 50.6%

Trains arriving at stations within 3 minutes of schedule

Time to 3 Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2023            
 Period 1 26932 72.4% 23611 76.0% 50543 74.0%
Period 2 25257 71.3% 21060 74.6% 46317 72.8%
Period 3 25373 64.2% 16582 64.8% 41955 64.4%
Period 4 26664 64.4% 20097 72.9% 46761 67.8%
Period 5 29563 69.7% 20237 75.5% 49800 72.0%
Period 6 28805 68.0% 19351 71.8% 48156 69.5%
Period 7 26094 64.0% 18518 69.6% 44612 66.2%
Period 8 23882 56.3% 18020 63.7% 41902 59.3%
Period 9  22125 54.4% 17224 63.7% 39349 58.1%
Period 10 22972 60.6% 18636 68.3% 41608  63.8%
Period 11 29313 69.6% 22040 70.7% 51353 70.0%
Period 12 30208 70.7% 27151 95.8% 67242 94.6%
Period 13 31462 70.3% 24916 76.5% 56378 72.9%
2024            
Period 1 28567 70.9% 21928 75.5% 50495 72.8%

Trains arriving at stations within 15 minutes of schedule

Time to 15 Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2023            
 Period 1 34754 93.4% 30133 97.0% 64887 95.1%
Period 2 33229 93.8% 27301 96.7% 60530 95.1%
Period 3 35451 89.8% 23467 91.6% 58918 90.5%
Period 4 37573 90.8% 26559 96.4% 64132 93.0%
Period 5 39605 93.4% 26070 97.3% 65675 94.9%
Period 6 39427 93.1% 26078 96.7% 65505 94.5%
Period 7 37194 91.3% 25539 96.0% 62733 93.1%
Period 8 36893 86.9% 26785 94.7% 63678 90.1%
Period 9  35061 86.3% 25787 95.3% 60848 89.9%
period 10 33248 87.7% 26004 95.3% 59252 90.9%
Period 11 39353 93.4% 29802 95.6% 69155 94.3%
Period 12 40091 93.8% 27151 95.8% 67242 94.6%
Period 13 41506 92.7% 31674 97.2% 73180 94.6%
2024            
Period 1 37444 92.9% 28127 96.8% 65571 94.6%

All Cancellations figures

All Cancellations Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2023            
 Period 1 189.5 5.5% 179 5.6% 368.5 5.5%
Period 2 165 4.7% 142 4.6% 307 4.7%
Period 3 282 8.9% 291 10.5% 573 9.7%
Period 4 361.5 12.3% 246 8.4% 607.5 10.4%
Period 5 283 8.5% 180 6.3% 463 7.5%
Period 6 184.5 6.0% 187.5 6.7% 372 6.3%
Period 7 135.5 4.6% 162.5 5.8% 298 5.2%
Period 8 431.5 13.7% 332.5 10.9% 764 12.3%
Period 9  445     14.5%       306      10.4%        751      12.5%
Period 10   539.5     18.7%       451      14.0%       990.5      16.2%
Period 11 237       7.7%       136        4.0%        373       5.8%
Period 12 245.5 8.0% 415.5 12.5% 661 10.3%
Period 13 154.5 4.7% 90 2.5% 244.5 3.5%
2024            
Period 1 190.5 6.7% 143.5 4.4% 334 5.5%

Short Formation figures

Short Formation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2023            
 Period 1 220 6.8% 28 0.9% 248 4.0%
Period 2 188 5.8% 26 0.9% 214 3.5%
Period 3 200 7.3% 29 1.2% 229 4.4%
Period 4 207 8.5% 30 1.1% 237 4.7%
Period 5 160 5.4% 29 1.1% 189 3.4%
Period 6 158 5.6% 28 1.1% 186 3.5%
Period 7 220 8.1% 17 0.7% 237 4.5%
Period 8 178 7.0% 25 0.9% 203 3.9%
Period 9 170 7.0% 32 1.2% 202 4.0%
Period 10  178 8.3% 19 0.7% 197 4.1%
Period 11 245 9.0% 16 0.5% 261 4.4%
Period 12 210  7.7% 54 1.9% 264 4.8%
Period 13  194 6.4% 48 1.4% 242 3.7%
2024            
Period 1 210 8.2% 19 0.6% 229 4.1%

 

Trains arriving at destination 30-59 minutes late

Delays Between 30 - 59 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2023            
 Period 1 82 2.4% 24 0.8% 106 1.6%
Period 2 66 1.9% 33 1.1% 99 1.5%
Period 3 131 4.2% 74 2.7% 205 3.5%
Period 4 87 2.9% 25 0.9% 112 1.9%
Period 5 67 2.0% 19 0.7% 86 1.4%
Period 6 77 2.5% 13 0.5% 90 1.5%
Period 7 90 3.1% 25 0.9% 115 2.0%
Period 8 155 4.9% 38 1.2% 193 3.1%
Period 9  159 5.2% 24 0.8% 183 3.0%
Period 10  103 3.6% 34 1.1% 137 2.2%
Period 11 71 2.3% 30 0.9% 101 1.6%
Period 12 67 2.2% 33 1.0% 100 1.6%
Period 13 74 2.3% 28 0.8% 102 1.5%
2024            
Period 1 62 2.2% 17 0.5% 79 1.3%

Trains arriving at station 60-119 minutes Late

 

Delays Between 60 - 119 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2023            
 Period 1 14 0.4% 0 0.0% 14 0.2%
Period 2 6 0.2% 0 0.0% 6 0.1%
Period 3 26 0.8% 11 0.4% 37 0.6%
Period 4 10 0.3% 2 0.1% 12 0.2%
Period 5 9 0.3% 3 0.1% 12 0.2%
Period 6 4 0.1% 1 0.0% 5 0.1%
Period 7 16 0.5% 2 0.1% 18 0.3%
Period 8 30 1.0% 3 0.1% 33 0.5%
Period 9  16 0.5% 2 0.1% 18 0.3%
Period 10 17 0.6% 8 0.2% 25  0.4%
Period 11 12 0.4% 2 0.1% 14 0.2%
Period 12  9 0.3% 4 0.1% 13 0.2%
Period 13 10 0.3% 2 0.1% 12 0.2%
2024            
Period 1 10 0.4% 1 0.0% 11 0.2%

Trains arriving at destination over 120 minutes late

 

Delays over 120 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2023            
Period 1 0 0.0% 0 0.0% 0 0.0%
Period 2 1 0.0% 0 0.0% 1 0.0%
Period 3 0 0.0% 0 0.0% 0 0.0%
Period 4 2 0.1% 0 0.0% 2 0.0%
Period 5 2 0.1% 0 0.0% 2 0.0%
Period 6 0 0.0% 0 0.0% 0 0.0%
Period 7 2 0.1% 0 0.0% 2 0.0%
Period 8 5 0.2% 0 0.0% 5 0.1%
Period 9  0 0.0% 0 0.0% 0 0.0%
Period 10  1 0.0% 1 0.0% 2 0.0%
Period 11 1 0.0% 0 0.0% 1 0.0%
Period 12 1 0.0% 1 0.0% 2 0.0%
Period 13 3 0.1% 0 0.0% 3 0.0%
2024            
Period 1 5 0.2%  0 0.0% 5 0,1%

Proportion of trains that were cancelled by CrossCountry

CrossCountry Cancellations Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2023            
Period 1 67 1.9% 140.5 4.4% 207.5 3.1%
Period 2 83.5 2.4% 100.5 3.3% 184 2.8%
Period 3 206 6.5% 191 6.9% 397 6.7%
Period 4 233.75 7.9% 162.5 5.6% 396.25 6.8%
Period 5 199.5 6.0% 149.5 5.2% 349 5.6%
Period 6 112 3.6% 120.5 4.3% 232.5 4.0%
Period 7 58.5 2.0% 103.5 3.7% 162 2.8%
Period 8 124.25 3.9% 114 3.7% 238.25 3.8%
Period 9  276.5 9.0% 244.25 8.3% 520.75 8.7%
Period 10 334.5 11.6% 282.5 8.7% 617 10.1%
Period 11 92.5 3.0% 62 1.8% 154.5 2.4%
Period 12 141.5 4.6% 250.5 7.6% 392 6.1%
Period 13 51.5 1.6% 59 1.6% 110.5 1.6%
2024            
Period 1 94.75 3.3% 82.5 2.5% 177.25 2.9%

Service Quality Regime Results

The quality of the service we provide to our customers is important to us, so we check our facilities and services regularly to ensure that we can take appropriate action to maintain our high standards.

These checks cover both the on-board environment and the service provided by our on-train and customer relations teams.

If you’re interested to find out more about what we are doing to improve the quality of our service, we publish a Customer Report twice a year which provides more detail of the actions we are taking and changes we have recently put in place.

Service Quality Area Ambience & Assets
Includes lighting, interior condition and toilet operation
Cleanliness
Includes exterior and interior cleanliness
Information
Includes posters, announcements, and train information screens
Information & Contact
Includes staff helpfulness and information provision
Target (from Period 6) 63.00% 79.00% 89.00% 87.00%
2022-23        
Period 1 39.30% 75.34% 76.98% 95.73%
Period 2 35.27% 72.94% 72.56% 100.00%
Period 3 36.98% 71.35% 78.10% 99.45%
Period 4  46.93% 74.89% 79.07% 93.18%
Period 5 54.09% 76.78% 82.37% 97.94%
Period 6  56.89% 76.03% 79.30% 89.43%
Period 7  64.98% 76.51% 67.69% 70.78%
Period 8  64.85% 73.64% 71.41% 84.86%
Period 9 58.49% 77.98% 65.32% 89.17% 
Period 10 61.93% 76.32% 67.75% 95.60%
Period 11 57.68% 77.68% 66.81% 93.12%
Period 12 57.61% 76.00% 71.49% 94.89%
Period 13 58.74% 75.37% 66.89% 93.80%
2023-24        
Period 1 53.52% 73.90% 69.15% 85.40%
Period 2 53.00% 75.87% 66.48% 88.21%
Period 3 55.12% 75.22% 63.89% 96.18%
Period 4 53.54% 73.30% 70.11% 92.25%
Period 5 49.88% 71.39% 68.66% 93.37%
Period 6  54.06% 74.65% 69.14% 92.41%
Period 7 53.26% 72.74% 68.90% 96.36%
         
New NRC targets 60% 65% 70% 89%
Period 8  70.27% 64.38% 70.06% 87.49%
Period 9  70.31% 63.74% 65.36% 88.87%
Period 10 68.07 % 61.59% 71.07% 88.76%
Period 11 67.67% 63.74% 72.58% 89.19%
Period 12 69.76% 64.33% 71.26% 91.44%
Period 13 69.07% 63.67% 69.93% 94.83%

 

  Ambience & Assets (Includes lighting, Interior Condition and Toilet Operation) Cleanliness (Includes exterior and interior cleanliness) Information (Includes posters, announcements and train information screens Planning the Journey (includes information platforms and customer contact channels) The Train Journey (includes boarding & alighting, staff interactions and first class travel) Planned/Unplanned Disruption (includes information provision, quality and rail replacement)
Target (from Period 1) 68% 75% 77% 85% 83% TBC
2024-25            
Period 1 70.48% 72.50% 84.67% 88.51% 90.51% 83.46%

We’re continually adapting our Service Quality Regime, which may result in some of our previously published scores changing over time. 


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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