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

Journey details

  • Under 5s travel free

  • Add another railcard

Buy train tickets for any journey in Great Britain

Your recent searches:

Choose date & time

Going
departing after

Looking for dates further in the future?

Train operators can only release tickets for sale up to 90 days in advance.

But don't worry, you don’t have to miss out - Be the first to hear when tickets are available with our FREE ticket alert.

E-mail me when tickets become available Back to calendar

Station Finder

elow 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 6th January for 2019 and 5th January for 2020.


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 %
2019            
Period 9 3298 80.0% 3398 91.4% 6696 85.4%
Period 10 3221 76.5% 3493 90.6% 6714 83.3%
Period 11 2784 66.5% 3395 87.1% 6179 76.5%
Period 12 2885 67.1% 3173 84.3% 6058 75.1%
Period 13 2655 70.8% 2994 87.5% 5649 78.8%
2020            
Period 1 3294 79.4% 3472 92.5% 6766 85.6%
Period 2 3045 73.6% 3172 87.2% 6217 80.0%
Period 3 3286 83.0% 3305 90.2% 6591 86.5%
Period 4 2550 96.4% 3710 93.5% 6260 94.6%
Period 5 2005 95.0% 2048 95.4% 4053 95.2%
Period 6 1990 94.7% 2118 95.9% 4108 95.3%
Period 7 2262 95.1% 2258 95.9% 4520 95.5%
Period 8  2261 91.4% 2256 94.0% 4517 92.6%

Cancellation Figures

Cancellation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2019            
Period 9 275 6.7% 136 3.7% 411 5.2%
Period 10 286 6.8% 132 3.4% 418 5.2%
Period 11 513 12.3% 130 3.3% 643 8.0%
Period 12 351 8.2% 171 4.5% 522 6.5%
Period 13 358 9.6% 187 5.5% 545 7.6%
2020            
Period 1 294 7.1% 93 2.2% 377 4.8%
Period 2 360 8.7% 167 4.6% 527 6.8%
Period 3 221 5.6% 93 2.5% 314 4.1%
Period 4 31 1.2% 83 2.1% 114 1.7%
Period 5 40 1.9% 34 1.6% 74 1.7%
Period 6 52 2.5% 44 2.0% 96 2.2%
Period 7 52 2.2% 17 0.7% 69 1.5%
Period 8 58 2.3% 26 1.1% 84 1.7%

Right Time Railway

Right Time Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2019            
Period 9 1417 34.4% 1641 44.4% 3058 39.0%
Period 10 1196 28.4% 1519 39.4% 2715 33.7%
Period 11 989 23.6% 1223 31.4% 2212 27.4%
Period 12 975 22.7% 1059 28.1% 2034 25.2%
Period 13 1030 27.5% 1294 37.8% 2324 32.4%
2020            
Period 1 1392 33.5% 1575 42.0% 2967 37.5%
Period 2 1270 30.7% 1309 36.0% 2579 33.2%
Period 3 3286 83.0% 3305 90.2% 6591 86.5%
Period 4 2125 80.4% 2206 55.6% 4331 65.5%
Period 5 1624 77.0% 1409 65.7% 3033 71.3%
Period 6 1561 74.3% 1468 66.5% 3029 70.3%
Period 7 1754 73.8% 1415 60.1% 3169 67.0%
Period 8 1566 63.3% 1229 51.2% 2795 57.3%

Cancellation & Significant Lateness Figures

Cancellation & Significant Lateness Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2019            
Period 9 1417 34.4% 1641 44.4% 3058 39.0%
Period 10 397 9.4% 164 4.3% 561 7.0%
Period 11 748 17.9% 152 3.9% 900 11.1%
Period 12 561 13.0% 210 5.6% 771 9.6%
Period 13 500 13.3% 205 6.0% 705 9.8%
2020            
Period 1 401 9.7% 97 2.6% 498 6.3%
Period 2 509 12.3% 188 5.2% 697 9.0%
Period 3 298 7.5% 112 3.1% 410 5.4%
Period 4 43 1.6% 96 2.4% 139 2.1%
Period 5 55 2.6% 39 1.8% 94 2.2%
Period 6 52 2.5% 44 2.0% 96 2.2%
Period 7 65 2.7% 27 1.1% 92 1.9%
Period 8 102 4.1% 39 1.6% 141 2.9%

Trains delayed between 30-59 minutes

Delays Between 30 - 59 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2019            
Period 9 107 2.6% 9 0.2% 116 1.5%
Period 10 100 2.4% 28 0.7% 128 1.6%
Period 11 196 4.7% 22 0.6% 218 2.7%
Period 12 177 4.1% 37 1.0% 214 2.7%
Period 13 123 3.4% 43 1.3% 172 2.4%
2020            
Period 1 88 2.1% 14 0.4% 102 1.3%
Period 2 124 3.0% 20 0.6% 144 1.9%
Period 3 66 1.7% 18 0.5% 84 1.1%
Period 4 10 0.4% 12 0.3% 22 0.3%
Period 5 11 0.5% 4 0.2% 15 0.4%
Period 6 9 0.4% 9 0.4% 18 0.4%
Period 7 7 0.3% 8 0.3% 15 0.3%
Period 8 37 1.5% 11 0.5% 48 1.0%

Trains delayed between 60 - 119 minutes

Delays Between 60 - 119 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2019            
Period 9 12 0.3% 0 0.0% 12 0.2%
Period 10 10 0.2% 4 0.1% 14 0.2%
Period 11 36 0.9% 0 0.0% 36 0.4%
Period 12 29 0.7% 2 0.1% 31 0.4%
Period 13 15 0.4% 1 0.0% 16 0.2%
2020            
Period 1 15 0.4% 0 0.0% 15 0.2%
Period 2 25 0.6% 1 0.0% 26 0.3%
Period 3 9 0.2% 1 0.0% 10 0.1%
Period 4 2 0.1% 1 0.0% 3 0.0%
Period 5 3 0.1% 1 0.0% 4 0.1%
Period 6 1 0.0% 1 0.0% 2 0.0%
Period 7 5 0.2% 2 0.1% 7 0.1%
Period 8 7 0.3% 2 0.1% 9 0.2%

Trains delayed over 120 minutes

Delays over 120 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2019            
Period 9 0 0.0% 0 0.0% 0 0.0%
Period 10 1 0.0% 0 0.0% 1 0.0%
Period 11 3 0.1% 0 0.0% 3 0.0%
Period 12 4 0.1% 0 0.0% 4 0.0%
Period 13 4 0.1% 0 0.0% 4 0.1%
2020            
Period 1 4 0.1% 0 0.0% 4 0.1%
Period 2 0 0.0% 0 0.0% 0 0.0%
Period 3 2 0.1% 0 0.0% 2 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 0 0.0% 0 0.0% 0 0.0%
Period 7 1 0.0% 0 0.0% 1 0.0%
Period 8 0 0.0% 0 0.0% 0 0.0%

Short Formation Figures

Short Formation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2019            
Period 9 170 4.1% 63 1.7% 233 3.0%
Period 10 180 4.3% 46 1.2% 226 2.8%
Period 11 198 4.7% 46 1.2% 244 3.0%
Period 12 180 4.2% 54 1.4% 234 2.9%
Period 13 129 3.4% 43 1.3% 172 2.4%
2020            
Period 1 187 4.5% 28 0.7% 215 2.7%
Period 2 216 5.2% 38 1.0% 254 3.3%
Period 3 187 4.7% 42 1.1% 229 3.0%
Period 4 128 4.8% 14 0.4% 142 2.1%
Period 5 108 5.1% 13 0.6% 121 2.8%
Period 6 127 6.0% 0 0.0% 127 2.9%
Period 7 56 2.4% 0 0.0% 56 1.2%
Period 8 36 1.5% 8 0.3% 44 0.9%


*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.

Did you find this page useful?