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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 10th January for 2016 and 8th January for 2017.


National Rail Passenger Survey

Spring 2017 Results 

Transport Focus, the independent body which monitors the quality of passenger transport services, consult more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS) – a network-wide picture of passengers’ satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of journeys.

CrossCountry has targets for 2017. This will take an average of our performance in the latest survey (Spring 2017) and the next survey (Autumn 2017). The figures below therefore only show performance in the first half of the year. The full results, including Autumn 2017, are scheduled to be made available in January 2018.

Inter-city* Results (North-South) 2017 Target % Spring '17 % (half-year results)
Overall satisfaction   - 84.8
Customer Service   69.5 74.1
Train   74.3 74.3

 

Inter-Regional* Results (East-West) 2017 Target %  Spring '17 %
Overall satisfaction  - 81.7
Customer Service   65.5 63.3
Train  70.3 75.5

The Spring 2017 survey took place between 30th January and 30th April 2017. You can view a more detailed summary of CrossCountry’s results here (PDF). 

* 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. 

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 %
Period 11 3550 83.1% 3454 90.2% 7004 86.5%
Period 12 3068 73.5% 3359 89.5% 6427 81.1%
Period 13 3236 85.5% 3263 92.9% 6499 89.1%
2017            
Period 1 3370 90.0% 3492 93.8% 7222 91.8%
Period 2 3558 86.4% 3446 92.2% 7004 89.2%
Period 3 3637 90.5% 3475 95.8% 7112 93.0%
Period 4 3886 91.3% 3774 95.2% 7660 93.2%
Period 5 3668 89.1% 3496 92.4% 7164 90.7%
Period 6 3410 82.8% 3319 89.8% 6729 86.1%
Period 7  3657 87.7% 3494 93.0% 7151 90.2%
Period 8 3954 90.2% 3669 93.6% 7623 91.8%
Period 9 3820 89.4% 3634 93.4% 7454 91.3%

Cancellation Figures

Cancellation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
Period 11 118 2.8% 73 1.9% 191 2.4%
Period 12 285 6.8% 55 1.5% 340 4.3%
Period 13  127 3.4% 83 2.4%  210 2.9%
2017            
Period 1 142 3.4% 77 2.1% 219 2.8%
Period 2 238 5.8% 138 3.7% 376 4.8%
Period 3 85 2.1% 39 1.1% 124 1.6%
Period 4 90 2.1% 42 1.1% 132 1.6%
Period 5  154 3.7% 51 1.3% 205 2.6%
Period 6 188 4.6% 65 1.8% 253 3.2%
Period 7 124 3.0% 76 2.0% 200 2.5%
Period 8 103 2.3% 65 1.7% 168 2.0%
Period 9  108 2.5% 77 2.0% 185 2.3%

Right Time Railway

Right Time Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
Period 11 1434 33.6% 1311 34.2% 2745 33.9%
Period 12 1123 26.9% 1195 31.8% 2318 29.2%
Period 13  1621 42.8%  1417 40.4% 3038  41.7%
2017            
Period 1 1942 46.9% 1601 43.0% 3543 45.0%
Period 2 1775 43.1% 1634 43.7% 3409 43.4%
Period 3  1908 47.5% 1801 49.7% 3709 48.5%
Period 4 2210 51.9% 1916 48.3% 4126 50.2%
Period 5 2043 49.6% 1514 40.0% 3557 45.0%
Period 6 1703 41.4% 1325 35.8% 3028 38.7%
Period 7  1812 43.5% 1398 37.2% 3210 40.5%
Period 8 1941 44.3% 1734 44.2% 3675 44.3%
Period 9 1848 43.3% 1718 44.2% 3566 43.7%

Cancellation & Significant Lateness Figures

Cancellation & Significant Lateness Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
Period 11 217 5.1% 98 2.6% 315 3.9%
Period 12 440 10.5% 81 2.2% 521 6.6%
Period 13  188 5.0% 93 2.6% 281 3.9%
2017            
Period 1 190 4.6% 89 2.4% 279 3.5%
Period 2 312 7.6% 161 4.3% 473 6.0%
Period 3 146 3.6%  51 1.4% 197 2.6%
Period 4 152 3.6% 47 1.2% 199 2.4%
Period 5 204 5.0% 71 1.9% 275 3.5%
Period 6 302 7.3% 99 2.7% 401 5.1%
Period 7  213 5.1% 84 2.2% 297 3.7%
Period 8  151 3.4% 70 1.8% 221 2.7%
Period 9  151 3.5% 89 2.3% 240 2.9%

Trains delayed between 30-59 minutes

Delays Between 30 - 59 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
Period 11 86 2.0% 23 0.6% 109 1.3%
Period 12 143 3.4% 23 0.6% 166 2.1%
Period 13  56 1.5% 10 0.3% 66  0.9%
2017            
Period 1 41 1.0% 10 0.3% 51 0.6%
Period 2 52 1.3% 19 0.5% 71 0.9%
Period 3 49 1.2% 9 0.2% 58 0.8%
Period 4 49 1.2% 5 0.1% 54 0.7%
Period 5 41 1.0% 20 0.5% 46 0.8%
Period 6 100 2.4% 32 0.9% 132 1.7%
Period 7 69 1.7% 8 0.2% 77 1.0%
Period 8 43 1.0% 4 0.1% 47 1.0%
Period 9 38 0.9% 12 0.3% 50 0.6%

Trains delayed between 60 - 119 minutes

Delays Between 60 - 119 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
Period 11 13 0.3% 2 0.1% 15 0.2%
Period 12 12 0.3% 3 0.1% 15 0.2%
Period 13  5 0.1% 0 0.0% 5  0.1%
2017            
Period 1 7 0.2% 1 0.0% 8 0.1%
Period 2 16 0.4% 4 0.1% 20 0.3%
Period 3 11 0.3% 2 0.1% 13 0.2%
Period 4 13 0.3% 0 0.0% 13 0.2%
Period 5 9 0.2% 0 0.0% 9 0.1%
Period 6 14 0.3% 2 0.1% 16 0.2%
Period 7 14 0.3% 0 0.0% 14 0.2%
Period 8  5 0.1% 1 0.0% 6 0.1%
Period 9 5 0.1% 0 0.0% 5 0.1%

Trains delayed over 120 minutes

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

Short Formation Figures

Short Formation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
Period 11 72 1.7% 63 1.6% 135 1.7%
Period 12 70 1.7% 36 1.0% 106 1.3%
Period 13  57 1.5% 49 1.4% 106  1.5%
2017            
Period 1 56 1.4% 54 1.5% 110 1.4%
Period 2 69 1.7% 37 1.0% 106 1.3%
Period 3 70 1.7 23 0.6% 93 1.2%
Period 4 61 1.2% 40 1.0% 101 1.1%
Period 5 26 0.6% 20 0.5% 46 0.6%
Period 6 95 2.3% 42 1.1% 137 1.8%
Period 7 53 1.3% 15 0.4% 68 0.9%
Period 8  65 1.5% 58 1.5% 123 1.5%
Period 9 86 2.0% 42 1.1% 128 1.6%


*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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