Key Business Performance Indicators
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Your journey
Going departing after
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)
- My journey
- Service Quality Regime Results
- Introducing the Customer Information Pledges
- Stakeholder Engagement Strategy
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
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 | % |
| 2022 | ||||||
| Period 8 | 1770 | 66.1% | 2583 | 74.5% | 4353 | 70.8% |
| Period 9 | 1718 | 65.2% | 2891 | 76.3% | 4609 | 71.7% |
| Period 10 | 1393 | 71.5% | 1192 | 75.8% | 2585 | 73.4% |
| Period 11 | 2194 | 78.9% | 2932 | 87.2% | 5126 | 83.4% |
| Period 12 | 2307 | 84.0% | 2965 | 88.2% | 5272 | 86.3% |
| Period 13 | 2168 | 82.8% | 2816 | 89.3% | 4984 | 86.3% |
| 2023 | ||||||
| Period 1 | 2814 | 81.0% | 2761 | 86.4% | 5575 | 83.6% |
| Period 2 | 2888 | 82.8% | 2643 | 85.9% | 5531 | 84.2% |
| Period 3 | 2173 | 68.9% | 1961 | 70.8% | 4134 | 69.8% |
| Period 4 | 1935 | 65.6% | 2380 | 81.6% | 4315 | 73.5% |
| Period 5 | 2543 | 76.3% | 2426 | 84.4% | 4969 | 80.0% |
| Period 6 | 2321 | 75.6% | 2309 | 82.2% | 4630 | 78.7% |
| Period 7 | 2154 | 73.6% | 2308 | 82.5% | 4462 | 77.9% |
| Period 8 | 1855 | 59.0% | 2276 | 74.3% | 4131 | 66.5% |
Cancellation Figures
| Cancellation Figures | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2022 | ||||||
| Period 8 | 277 | 10.3% | 529 | 15.2% | 806 | 13.1% |
| Period 9 | 371 | 14.1% | 577 | 15.2% | 948 | 14.8% |
| Period 10 | 260 | 13.3% | 265 | 16.8% | 525 | 14.9% |
| Period 11 | 212 | 7.6% | 186 | 5.5% | 398 | 6.5% |
| Period 12 | 175 | 6.4% | 209 | 6.2% | 384 | 6.3% |
| Period 13 | 124 | 4.7% | 151 | 4.8% | 275 | 4.8% |
| 2023 | ||||||
| Period 1 | 256 | 7.4% | 217 | 6.8% | 473 | 7.1% |
| Period 2 | 240 | 6.9% | 194 | 6.3% | 434 | 6.6% |
| Period 3 | 410 | 13.0% | 384 | 12.6% | 758 | 12.8% |
| Period 4 | 525 | 17.8% | 303 | 10.4% | 828 | 14.1% |
| Period 5 | 385 | 11.5% | 237 | 8.2% | 622 | 10.0% |
| Period 6 | 271 | 8.8% | 245 | 8.7% | 516 | 8.8% |
| Period 7 | 219 | 7.5% | 211 | 7.5% | 430 | 7.5% |
| Period 8 | 597 | 19.0% | 422 | 13.8% | 1019 | 16.4% |
Right Time Railway
| Right Time Figures | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2022 | ||||||
| Period 8 | 670 | 25.0% | 1008 | 29.1% | 1678 | 27.3% |
| Period 9 | 585 | 22.2% | 1048 | 27.6% | 1633 | 25.4% |
| Period 10 | 678 | 34.8% | 578 | 36.7% | 1256 | 35.7% |
| Period 11 | 1058 | 38.0% | 1280 | 38.0% | 2338 | 38.0% |
| Period 12 | 1155 | 42.0% | 1497 | 44.5% | 2652 | 43.4% |
| Period 13 | 1130 | 43.2% | 1403 | 44.5% | 2533 | 43.9% |
| 2023 | ||||||
| Period 1 | 1487 | 42.8% | 1268 | 39.7% | 2755 | 41.3% |
| Period 2 | 1435 | 41.1% | 1279 | 41.6% | 2714 | 41.3% |
| Period 3 | 1028 | 32.6% | 825 | 29.8% | 1853 | 31.3% |
| Period 4 | 866 | 29.3% | 1090 | 37.4% | 1956 | 33.3% |
| Period 5 | 1266 | 38.0% | 1160 | 40.4% | 2426 | 39.1% |
| Period 6 | 1120 | 36.55 | 964 | 34.3% | 2084 | 35.4% |
| Period 7 | 862 | 29.5% | 924 | 33.0% | 1786 | 31.2% |
| Period 8 | 676 | 21.5% | 800 | 26.1% | 1476 | 23.8% |
Cancellation & Significant Lateness Figures
| Cancellation & Significant Lateness Figures | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2022 | ||||||
| Period 8 | 456 | 17.0% | 579 | 16.7% | 1035 | 16.8% |
| Period 9 | 502 | 19.1% | 601 | 15.9% | 1103 | 17.2% |
| Period 10 | 317 | 16.3% | 284 | 18.1% | 601 | 17.1% |
| Period 11 | 286 | 10.3% | 204 | 6.1% | 490 | 8.0% |
| Period 12 | 230 | 8.4% | 227 | 6.8% | 457 | 7.5% |
| Period 13 | 187 | 7.1% | 173 | 5.5% | 360 | 6.2% |
| 2023 | ||||||
| Period 1 | 352 | 10.1% | 241 | 7.5% | 593 | 8.9% |
| Period 2 | 313 | 9.0% | 227 | 7.4% | 540 | 8.2% |
| Period 3 | 568 | 18.0% | 433 | 15.6% | 1001 | 16.9% |
| Period 4 | 624 | 21.1% | 330 | 11.3% | 954 | 16.3% |
| Period 5 | 463 | 13.9% | 259 | 9.0% | 722 | 11.6% |
| Period 6 | 352 | 11.5% | 259 | 9.2% | 611 | 10.4% |
| Period 7 | 329 | 11.2% | 238 | 8.5% | 567 | 9.9% |
| Period 8 | 787 | 25.0% | 463 | 15.1% | 1250 | 20.1% |
Trains delayed between 30-59 minutes
| Delays Between 30 - 59 minutes | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2022 | ||||||
| Period 8 | 141 | 5.3% | 47 | 1.4% | 188 | 3.1% |
| Period 9 | 119 | 4.5% | 24 | 0.6% | 143 | 2.2% |
| Period 10 | 48 | 2.5% | 16 | 1.0% | 64 | 1.8% |
| Period 11 | 63 | 2.3% | 18 | 0.5% | 81 | 1.3% |
| Period 12 | 44 | 1.6% | 17 | 0.5% | 61 | 1.0% |
| Period 13 | 54 | 2.1% | 21 | 0.7% | 75 | 1.3% |
| 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 | 92 | 3.1% | 25 | 0.9% | 117 | 2.0% |
| Period 8 | 155 | 4.9% | 38 | 1.2% | 193 | 3.1% |
Trains delayed between 60 - 119 minutes
| Delays Between 60 - 119 minutes | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2022 | ||||||
| Period 8 | 36 | 1.3% | 2 | 0.1% | 38 | 0.6% |
| Period 9 | 11 | 0.4% | 0 | 0.0% | 11 | 0.2% |
| Period 10 | 9 | 0.5% | 3 | 0.2% | 12 | 0.3% |
| Period 11 | 10 | 0.4% | 0 | 0.0% | 10 | 0.2% |
| Period 12 | 11 | 0.4% | 1 | 0.0% | 12 | 0.2% |
| Period 13 | 6 | 0.2% | 1 | 0.0% | 7 | 0.1% |
| 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 | 27 | 0.9% | 11 | 0.4% | 38 | 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 | 0.1% | 3 | 0.1% | 33 | 0.5% |
Trains delayed over 120 minutes
| Delays over 120 minutes | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2022 | ||||||
| Period 8 | 2 | 0.1% | 1 | 0.0% | 3 | 0.0% |
| Period 9 | 1 | 0.0% | 0 | 0.0% | 1 | 0.0% |
| Period 10 | 0 | 0.0% | 0 | 0.0% | 0 | 0.0% |
| Period 11 | 1 | 0.0% | 0 | 0.0% | 1 | 0.0% |
| Period 12 | 0 | 0.0% | 0 | 0.0% | 0 | 0.0% |
| Period 13 | 3 | 0.1% | 0 | 0.0 | 3 | 0.1% |
| 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% |
Short Formation Figures
| Short Formation Figures | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2022 | ||||||
| Period 8 | 71 | 2.7% | 61 | 1.8% | 132 | 2.1% |
| Period 9 | 56 | 2.1% | 25 | 0.7% | 81 | 1.3% |
| Period 10 | 104 | 5.3% | 20 | 1.3% | 124 | 3.5% |
| Period 11 | 108 | 3.9% | 36 | 1.1% | 144 | 2.3% |
| Period 12 | 130 | 4.7% | 22 | 0.7% | 152 | 2.5% |
| Period 13 | 132 | 5.0% | 21 | 0.7% | 153 | 2.7% |
| 2023 | ||||||
| Period 1 | 220 | 6.3% | 28 | 0.9% | 248 | 3.7% |
| Period 2 | 195 | 5.6% | 26 | 0.8% | 221 | 3.4% |
| Period 3 | 220 | 7.0% | 29 | 1.0% | 249 | 4.2% |
| Period 4 | 207 | 7.0% | 30 | 1.0% | 237 | 4.0% |
| Period 5 | 160 | 4.8% | 29 | 1.0% | 189 | 3.0% |
| Period 6 | 158 | 5.1% | 28 | 1.0% | 186 | 3.2% |
| Period 7 | 220 | 7.5% | 17 | 0.6% | 237 | 4.1% |
| Period 8 | 178 | 5.7% | 25 | 0.8% | 203 | 3.3% |
*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.
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% |
| Period 8 | 70.27% | 64.38% | 70.06% | 87.49% |
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.