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Key business performance indicators

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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 8th January for 2017 and 7th January for 2018.


National Rail Passenger Survey

Spring 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 – we will not receive the results for Autumn until January 2019. However, the figures below show how we are performing so far in 2018.

 

Inter-city* Results (North-South)

2018 Target %

2018 Performance %

Overall satisfaction

N/A

81.2

Customer Service

70.0

67.8

Train

74.5

72.1

 

Inter-Regional** Results (East-West)

2018 Target %

2018 Performance %

Overall satisfaction

N/A

82.5

Customer Service

65.7

62.6

Train

70.6

71.0

 

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. 

* 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

Train performance

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. 

PPM Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2017            
Period 8 3954 90.2% 3669 93.6% 7623 91.8%
Period 9 3820 89.4% 3634 93.4% 7454 91.3%
Period 10  3613 85.9% 3395 92.5% 7008 88.9%
Period 11 3226 77.6% 3307 89.1% 6533 83.1%
Period 12 3950 78.9% 3081 87.1% 6196 82.8%
Period 13 2573 74.1% 2622 86.1% 5195 79.7%
2018            
Period 1 3638 87.1% 3515 93.2% 7153 90.0%
Period 2 3141 75.7% 3406 91.1% 6547 83.0%
Period 3 3452 81.7% 3477 92.4% 6929 86.8%
Period 4 3628 84.7% 3588 92.9% 7216 88.6%
Period 5 3385 80.8% 3487 91.9% 6872 86.1%
Period 6 3281 76.6% 3284 87.8% 6565 81.8%
Period 7 3425 72.8% 3163 84.1% 6588 77.8%

Cancellation Figures

Cancellation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2017            
Period 8 103 2.3% 65 1.7% 168 2.0%
Period 9  108 2.5% 77 2.0% 185 2.3%
Period 10 157 3.7% 52 1.4% 209 2.7%
Period 11 240 5.8% 85 2.3% 325 4.1%
Period 12 176 4.5% 115 3.3% 291 3.9%
Period 13 334 9.6% 165 5.4% 499 7.7%
2018            
Period 1 175 4.2% 104 2.8% 279 3.5%
Period 2 543 13.1% 133 3.6% 676 8.6%
Period 3 193 4.6% 72 1.9% 265 3.3%
Period 4 152 3.5% 69 1.8% 221 2.7%
Period 5 179 4.3% 95 2.5% 274 3.4%
Period 6 231 5.4% 167 4.5% 398 5.0%
Period 7 284 6.0% 171 4.5% 455 5.4%

Right Time Railway

Right Time Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2017            
Period 8 1941 44.3% 1734 44.2% 3675 44.3%
Period 9 1848 43.3% 1718 44.2% 3566 43.7%
Period 10  1601 38.1% 1267 34.5% 2868 36.4%
Period 11 1201 28.9% 1145 30.9% 2346 29.8%
Period 12 1112 28.2% 977 27.6% 2089 27.9%
Period 13 1007 29.0% 1006 33.0% 2013 30.9%
2018            
Period 1 1684 40.3% 1505 39.9% 3189 40.1%
Period 2 1468 35.4% 1480 39.6% 2948 37.4%
Period 3 1451 34.4% 1430 38.0% 2881 36.1%
Period 4 1632 38.1% 1605 41.6% 3237 39.7%
Period 5 1374 32.8% 1470 38.8% 2844 35.6%
Period 6 1257 29.3% 1354 36.2% 2611 32.5%
Period 7 1167 24.8% 1093 29.1% 2260 26.7%

Cancellation & Significant Lateness Figures

Cancellation & Significant Lateness Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2017            
Period 8  151 3.4% 70 1.8% 221 2.7%
Period 9  151 3.5% 89 2.3% 240 2.9%
Period 10 249 2.0% 69 1.9% 318 4.0%
Period 11 370 8.9% 108 2.9% 478 6.1%
Period 12 294 7.4% 129 3.6% 423 5.6%
Period 13 458 13.2% 190 6.2% 648 9.9%
2018            
Period 1 233 5.6% 110 2.9% 343 4.3%
Period 2  638 15.4% 153 4.1% 791 10.0%
Period 3 304 7.2% 98 2.6% 402 5.0%
Period 4 242 5.7% 87 2.3% 329 4.0%
Period 5 290 6.9% 110 2.9% 400 5.0%
Period 6 388 9.1% 201 5.4% 589 7.3%
Period 7 499 10.6% 215 5.7% 714 8.4%

Trains delayed between 30-59 minutes

Delays Between 30 - 59 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2017            
Period 8 43 1.0% 4 0.1% 47 1.0%
Period 9 38 0.9% 12 0.3% 50 0.6%
Period 10 73 1.7% 13 0.4% 86 1.1%
Period 11 116 2.8% 21 0.6% 137 1.7%
Period 12 105 2.7% 13 0.4% 118 0.2%
Period 13 112 3.2% 20 0.7% 132 2.0%
2018            
Period 1 50 1.2% 5 0.1% 55 0.7%
Period 2 80 1.9% 18 0.5% 98 1.2%
Period 3  98 2.3% 24 0.6% 122 1.5%
Period 4 82 1.9% 15 0.4% 97 1.2%
Period 5 94 2.2% 12 0.3% 106 1.3%
Period 6 124 2.9% 27 0.7% 151 1.9%
Period 7 188 4.0% 39 1.0% 227 2.7%

Trains delayed between 60 - 119 minutes

Delays Between 60 - 119 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2017            
Period 8  5 0.1% 1 0.0% 6 0.1%
Period 9 5 0.1% 0 0.0% 5 0.1%
Period 10 19 0.5% 4 0.1% 23 0.3%
Period 11 13 0.3% 2 0.1% 15 0.2%
Period 12 12 0.3% 1 0.0% 13 0.2%
Period 13 9 0.3% 5 0.2% 14 0.2%
2018            
Period 1 7 0.2% 1 0.0% 8 0.1%
Period 2  15 0.4% 2 0.1% 17 0.2%
Period 3  12 0.3% 2 0.1% 14 0.2%
Period 4 0.2% 2 0.1% 9 0.1%
Period 5  15  0.4%  3  0.1%  18  0.2%
Period 6 27 0.6% 7 0.2% 34 0.4%
Period 7 24 0.5% 5 0.1% 29 0.3%

Trains delayed over 120 minutes

Delays over 120 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2017            
Period 8  0 0.0% 0 0.0% 0 0.0%
Period 9  0.0% 0 0.0% 0 0.0%
Period 10 0 0.0% 0 0.0% 0 0.0%
Period 11 1 0.0% 0 0.0% 0 0.0%
Period 12 1 0.0% 0 0.0% 1 0.0%
Period 13 3 0.1% 0 0.0% 3 0.0%
2018            
Period 1 1 0.0% 0 0.0% 1 0.0%
Period 2  0 0.0% 0 0.0% 0 0.0%
Period 3 1 0.0% 0 0.0% 1 0.0%
Period 4 1 0.0% 1 0.0% 0.0%
Period 5 2 0.0% 0 0.0% 2 0.0%
Period 6 6 0.1% 0 0.0% 6 0.1%
Period 7 3 0.1% 0 0.0% 3 0.0%

Short Formation Figures

Short Formation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2017            
Period 8  65 1.5% 58 1.5% 123 1.5%
Period 9 86 2.0% 42 1.1% 128 1.6%
Period 10 85 2.0% 23 0.6% 108 1.4%
Period 11 99 2.4% 35 0.9% 134 1.7%
Period 12  95 2.4% 38 1.1% 133 1.8%
Period 13 131 3.8% 75 2.5% 206 3.2%
2018            
Period 1 108 2.6% 41 1.1% 149 1.9%
Period 2 92 2.2% 46 1.2% 138 1.7%
Period 3  117 2.8% 68 1.8% 185 2.3%
Period 4 100 2.3% 30  0.8% 130 1.6%
Period 5 90 2.1% 49 1.3% 139 1.7%
Period 6 136 3.2% 49 1.3% 185 2.3%
Period 7 153 3.3% 46 1.2% 199 2.4%


*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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