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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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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. 


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 2024 full year
Overall trains satisfaction 82%  
Personal security on-board  83%  
Cleanliness on the inside of the train 77% 52%
Comfort of the seats 70% 48%
Toilet facilities 59% 38%
Trains average  74% 46%

Customer Service

  NRPS Spring 2022 CES 2024 full year
Provision of information during journey 82% 57%
Helpfulness and attitude of staff 83% 64%
How well TOC dealt with delays 77% 29%
Availability of staff on the train 70% 46%
Customer service average  74% 49%

My Journey

Trains arriving on time

PPM Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2024            
Period 1 20152 50% 14945 51.5% 35097 50.6%
Period 2 21149 50.1% 16796 55.0% 37645 52.2%
Period 3 22541 49.2% 18397 56.3% 40938 52.2%
Period 4 20471 45.6% 16141 50.2% 36612 47.5%
Period 5 20432 46.1% 13858 47.4% 34290 46.6%
Period 6 18944 45.0% 14901 52.5% 33845 48.0%
Period 7 16468 39.5% 12906 45.3% 29374 41.8%
Period 8 16078 38.6% 13301 46.5% 29379 41.8%
Period 9 14589 33.2% 12120 39.6% 26709 35.8%
Period 10 17145 43.7% 13849 51.6% 30991 46.9%
Period 11 21462 47.9% 17655 53.1% 39117 50.1%
Period 12 24374 53.2% 19314 56.9% 43688 54.8%
Period 13 25719 52.9% 21286 60.4% 47005 56.0%
2025            
Period 1 22523 52.9% 17880 58.4% 40403 55.2%

Trains arriving at stations within 3 minutes of schedule

Time to 3 Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2024            
Period 1 28567 70.9% 21928 75.5% 50495 72.8%
Period 2 29760 70.5% 23375 76.6% 53135 73.0%
Period 3 32037 70.0% 25344 77.5% 57381 73.1%
Period 4 29746 66.2% 23034 71.7% 52780 68.5%
Period 5 29968 67.6% 20679 70.7% 50647 68.9%
Period 6 27838 66.2% 20899 73.6% 48737 69.2%
Period 7 25365 60.8% 19449 68.3% 4414 63.8%
Period 8 25071 60.1% 19763 69.1% 44834 63.8%
Period 9  22544 51.3% 18691 61.0% 41235 55.3%
Period 10 24880 63.4% 19548 72.9% 44428 67.2%
Period 11 30148 67.2% 24653 74.1% 54801 70.1%
Period 12 34119 74.5% 26700 78.7% 60819 76.3%
Period 13 36099 74.3% 28491 80.8% 64590 77.0%
2025            
Period 1 31209 73.5% 24265 79.2% 55555 75.9%

Trains arriving at stations within 15 minutes of schedule

Time to 15 Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2024            
Period 1 37444 92.9% 28127 96.8% 65571 94.6%
Period 2 39553 93.7% 29788 97.6% 69341 95.3%
Period 3 42896 93.7% 31872 97.5% 74768 95.3%
Period 4 41064 91.5% 30912 96.2% 71976 93.4%
Period 5 41184 92.9% 28002 95.8% 69186 94.1%
Period 6 38784 92.2% 27367 96.4% 66151 93.9%
Period 7 37778 90.6% 27259 95.7% 65037 92.6%
Period 8 37581 90.2% 27567 96.5% 65148 92.7%
Period 9  36971 84.1% 28522 93.1% 65493 87.8%
Period 10 35159 89.7% 25741 96.0% 60936 82.2%
Period 11 40990 91.4% 32078 96.4% 73068 93.5%
Period 12 43801 95.7% 33137 97.7% 76938 96.5%
Period 13 45866 94.4% 34521 97.9% 80387 95.9%
2025            
Period 1 40110 94.3% 29810 97.4% 69920 95.6%

All Cancellations figures

All Cancellations Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2024            
Period 1 190.5 6.7% 143.5 4.4% 334 5.5%
Period 2 285.5 9.3% 184 5.5% 469.5 7.3%
Period 3 192.5 6.0% 244 6.7% 436.5 6.4%
Period 4 302 9.3% 282.5 7.4% 584.5 8.3%
Period 5 179.5 5.4% 175.5 5.1% 355 5.3%
Period 6 161.5 5.4% 124 3.9% 285.5 4.7%
Period 7 197.5 6.3% 128.5 4.0% 326 5.1%
Period 8 244.5 8.1% 169.5 5.3% 414 6.6%
Period 9 436.5 13.6% 488.5 13.6% 925 13.6%
Period 10 351.5 12.3% 392 12.3% 743.5 12.3%
Period 11 222.5 7.1% 232 6.3% 454.5 6.7%
Period 12 85.5 2.6% 152 4.1% 237.5 3.4%
Period 13 178.5 5.0% 190.5 4.9% 369 5.0%
2025            
Period 1 182.5 6.1% 298.5 8.6% 481 7.5%

Short Formation figures

Short Formation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2024            
Period 1 210 8.2% 19 0.6% 229 4.1%
Period 2 183 7.0% 28 0.9% 211 3.7%
Period 3 219 7.4% 32 1.0% 251 4.0%
Period 4 230 8.3% 17 0.5% 247 4.0%
Period 5 213 7.0% 146 4.5% 359 5.7%
Period  6 160 5.9% 31 1.0% 191 3.3%
Period 7 86 3.0% 21 0.7% 107 1.8%
Period 8 122 4.6% 11 0.4% 133 2.3%
Period 9 174 6.7% 45 1.5% 219 3.9%
Period 10 188 8.0% 47 1.7% 235 4.6%
Period 11 222 7.9% 35 1.0% 257 4.2%
Period 12 208 6.5% 33 0.9% 241 3.6%
Period 13 204 6.2% 11 0.3% 215 3.1%
2025            
Period 1 198 7.3% 33 1.1% 231 4.0%

 

Trains arriving at destination 30-59 minutes late

Delays Between 30 - 59 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2024            
Period 1 62 2.2% 17 0.5% 79 1.3%
Period 2 61 2.0% 15 0.4% 76 1.2%
Period 3 79 2.4% 16 0.4% 95 1.4%
Period 4 105 3.3% 18 0.5% 123 1.7%
Period 5 91 2.8% 33 1.0% 124 1.8%
Period 6 103 3.5% 27 0.9% 130 2.1%
Period 7 114 3.7% 38 1.2% 152 2.4%
Period 8 127 4.2% 18 0.6% 145 2.3%
Period 9 201 6.3% 57 1.6% 258 3.8%
Period 10 104 3.7% 30 0.9% 134 2.2%
Period 11 87 2.8% 34 0.9% 121 1.8%
Period 12 45 1.3% 20 0.5% 65 0.9%
Period 13 56 1.6% 17 0.4% 73 1.0%
2025            
Period 1 59 2.0% 20 0.6% 79 1.2%

Trains arriving at station 60-119 minutes Late

 

Delays Between 60 - 119 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2024            
Period 1 10 0.4% 1 0.0% 11 0.2%
Period 2 6 0.2% 0 0.0% 6 0.1%
Period 3 6 0.2% 2 0.1% 8 0.1%
Period 4 12 0.4% 4 0.1% 16 0.2%
Period 5 11 0.3% 2 0.1% 13 0.2%
Period 6 13 0.4% 7 0.2% 20 0.3%
Period 7 18 0.6% 5 0.2% 23 0.4%
Period 8 9 0.3% 2 0.1% 11 0.2%
Period 9 21 0.7% 4 0.1% 25 0.4%
Period 10 17 0.6% 2 0.1% 19 0.3%
Period 11 13 0.4% 3 0.1% 16 0.2%
Period 12 5 0.1% 6 0.2% 11 0.2%
Period 13 4 0.1% 1 0.0% 5 0.1%
2025            
Period 1 6 0.2% 0 0.0% 6 0.1%

Trains arriving at destination over 120 minutes late

Delays over 120 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2024            
Period 1 5 0.2%  0 0.0% 5 0.1%
Period 2 1 0.0% 0 0.0% 1 0.0%
Period 3 1 0.0% 1 0.0% 2 0.0%
Period 4 0 0.0% 1 0.0% 1 0.0%
Period 5 0 0.0% 1 0.0% 1 0.0%
Period 6 2 0.1% 0 0.0% 2 0.0%
Period 7 1 0.0% 0 0.0% 1 0.0%
Period 8 1 0.0% 0 0.0% 1 0.0%
Period 9 4 0.1% 1 0.0% 5 0.1%
Period 10 4 0.1% 0 0.0% 4 0.1%
Period 11 0 0.0% 0 0.0% 0 0.0%
Period 12 0 0.0% 1 0.0% 1 0.0%
Period 13 0 0.0% 0 0.0% 0 0.0%
2025            
Period 1 1 0.0% 0 0.0% 1 0.0%

Proportion of trains that were cancelled by CrossCountry

CrossCountry Cancellations Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2024            
Period 1 94.75 3.3% 82.5 2.5% 177.25 2.9%
Period 2 142.5 4.6% 127 3.8% 269.5 4.2%
Period 3 115 3.6% 211.5 5.8% 326.5 4.8%
Period 4 167.5 2.5% 179.5 4.7% 347 4.9%
Period 5 109 3.3% 123 3.6% 232 3.4%
Period 6 62.5 2.1% 68 2.2% 130.5 2.1%
Period 7 81 2.6% 59.5 1.8% 140.5 2.2%
Period 8 147 4.8% 122.5 3.8% 269.5 4.3%
Period 9 189 5.9% 319.5 8.9% 508.5 7.5%
Period 10 195 6.8% 330 10.3% 525 8.7%
Period 11 61 1.9% 70 1.9% 131 1.9%
Period 12 48 1.4% 108.5 3.0% 156.5 2.2%
Period 13 94.25 2.7% 147.5 3.8% 241.75 3.3%
2025            
Period 1 88.5 3.0% 260.5 7.5% 349 5.4%

Service Quality Regime Results

To ensure we consistently deliver a high standard of service, we monitor and measure our performance across three key areas. Each regime is different and designed to support and improve different aspects of your journey with us.

The targets are set by the Department for Transport and we continually adapt our Service Quality Regime, which may result in some of our previously published scores changing over time.

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.

2025-26

Train Service Regime

We’re committed to providing a comfortable, clean, and reliable on-board experience. This regime focuses on the quality of the train environment itself. This includes:

  • Regular upkeep and maintenance of trains
  • Cleanliness across all carriages
  • Availability and condition of on-board facilities, such as toilets and Wi-Fi
Service Quality Regime Ambience & Assets Cleanliness Information
Target 68% 75% 83%
Period 1 60.18% 70.22% 88.72%

Customer Service Regime

Customer service is at the heart of what we do. Our goal is to make your entire journey — from planning to arrival — as smooth and supportive as possible. This regime measures the overall quality of your experience when interacting with us, both digitally and in person. It covers:

  • The usability and accuracy of our website and mobile app
  • Interactions with our team, whether online, or on board
  • Timeliness, clarity, and helpfulness of customer support across all contact channels
Service Quality Regime Planning the Journey The Train Journey Planned and Unplanned Disruption
Target 89% 89% 83%
Period 1 95.02% 96.28% 93.67%

Accessible Customer Service Regime

We are committed to ensuring our services are accessible to all. This regime is dedicated to evaluating how well we support customers with accessibility needs. While similar in structure to the general Customer Service Regime, it focuses specifically on:

  • Accessibility of facilities and digital services
  • Availability of support for customers with reduced mobility or sensory impairments
  • Training and responsiveness of our staff to accessibility needs

Please note that the performance indicators and targets for this regime are distinct, as they measure unique and vital aspects of accessibility support.

Service Quality Regime Planning the Journey Boarding and Alighting the Train The Journey Customer Service During Disruption
Target 83% 83% 83% 73%
Period 1 94% 90.80% 89.84% 80%

Past Results

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%
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%
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
Targets P1 to P7 63.00% 79.00% 89.00% 87.00%
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%
         
Targets from P8 to P13 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%

Train Service Regime

Service Quality Area Ambience & Assets Cleanliness Information
Target 68% 75% 77%
Period 1 71.48% 71.51% 85.93%
Period 2 63.00% 64.38% 78.12%
Period 3 58.07% 63.43% 80.76%
Period 4 61.50% 65.58% 81.49%
Period 5 59.10%  66.65%  75.85% 
Period 6 57.41% 68.15% 83.80%
Period 7 62.23% 68.17% 85.50%
Period 8 65.13% 67.57% 84.75%
Period 9 61.00% 66.66% 81.83%
Period 10 61.86% 71.64% 88.20%
Period 11 61.20% 72.10% 88.49%
Period 12 61.81% 72.73% 71.82%
Period 13 59.76% 69.41% 89.04%

Customer Service Regime

Service Quality Area Planning the Journey The Train Journey Planned and Unplanned Disruption
Target 85% 83% N/A
Period 1 88.51% 90.51% 83.46%
Period 2 88.63% 88.71% 82.96%
Period 3 86.23% 93.29% 69.28%
Period 4 89.32% 92.83% 88.17%
Period 5 89.65% 95.62% 87.87%
Period 6 88.50% 85.96% 83.80%
Period 7 87.71% 90.59% 82.08%
Period 8 86.52% 86.47% 88.75%
Period 9 89.87% 89.74% 84%
Period 10 86.76% 96.59% 89%
Period 11 90.44% 93.97% 89%
Period 12 92.06% 87.98% 90.68%
Period 13 94.91% 93.42% 87.86%

 


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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