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Service Quality Report

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Last updated: 25 June 2021

Information and Tickets

Provision of travel information during the journey

Information about the train journey is provided by our on-board colleagues before and after each station stop, when there is key information to share such as a change to the journey time and when walking through the train speaking to customers one to one.

Live travel information is also available through our WiFi landing page, website and Train Tickets app.

Confirmation of the train service is provided on the train exterior screens and on the passenger information screens in the carriage.

How requests for information are handled at the station

Information about the facilities available at each station we call at are available on our website or by contacting our Social Media or Customer Relations teams.

We provide each company that manages the stations with information about our services, customer charter and other useful information such as accessibility to ensure station staff have all the information they need to be able to advise our customers.

We meet with the Station Management teams regularly to understand what types of enquiries our customers make, what further information would be useful and to make sure station leaflet and poster space is kept up to date.

How information about our train schedules, tariffs and platforms is provided

It’s easy to create your own timetable using the pocket timetable feature or to view our timetables as a PDF. Using the live journey planner on our website and Train Ticket app makes it simple to see what options are available. This information is also available from station staff, our Social Media team and Customer Relations team.

Fares information is provided when you search for train tickets or by talking to a member of station staff, our Social Media team or Customer Relations team.
Platform information is provided in our live train information on the Train Tickets app and via the station information screens.

Ticket buying facilities

Tickets can be bought via our Train Tickets app, our website, by calling telesales (03447369123), at the station ticket office or ticket vending machines and through our Passenger Assistance team when making an assistance booking (see our Accessible Travel Policy for more information). Information about station facilities can be found here.

Availability of staff at the station for information provision and ticket sales

Information about station facilities is available on our stations page or by contacting our Social Media team or Customer Relations.

How information to disabled people and persons with reduced mobility is provided

Our Accessible Travel Policy [PDF] and Making Rail Accessible [PDF] guide details available information for disabled customers and those who require assistance.

Our Social Media team ensure changes to accessible facilities on the train and at the station are highlighted on our JourneyCheck page and through Twitter and Facebook.

As well as our Passenger Assistance team, who help customers book the right assistance for them, our on-board colleagues are trained to identify customers needing additional support.

Punctuality of services 

Delay of Services 2020/21

  Long Distance Turbostar Routes
Average delay by Service's Planned 6.05 3.37
% of services less than 60 minutes (Origin/Departure) 87.6% 79.73%
% of services 60 to 119 minutes (Orgin/Departure) 0.05% 0.04%
% of services greater than 120 minutes (Origin/Departure) 0.00% 0.00%
% of services less than 60 minutes (Arrive/Terminate) 87.55% 79.43%
% of services 60 to 119 minutes (Arrive/Terminate) 0.06% 0.04%
% of services greater than 120 minutes (Arrive/Terminate) 0.00% 0.00%
% of missed connections Data not available 
Cancellation of Services 3.41% 1.84%

Contingency plans

Passenger Information During Disruption (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 can be found below, toghether with our 'PIDD Local Plan' which is our approach to ensuring the PIDD Code of Practice is delivered for our customers. The final document below is our 'PIDD Delivery Plan' which shares our monthly progress tracker against the industry's list of PIDD initiatives.

Cleanliness of rolling stock and station facilities 

Cleaning intervals

All trains go through a deep clean process at the end of each day, with regular cleaning throughout our fleet's service. We have increased staffing levels to help keep our trains clean during the day and our on-board cleaners clean the equivalent of 264 football pitches every day. We have introduced more frequent walk-throughs to clean surfaces on a more regular basis and have ensured our team are fully aware of the importance of maintaining good hygiene themselves.

Availability of toilets

Our toilets are cleaned and maintained when at the depot overnight and any toilets not available when the train starts its journey or during the journey are locked and market 'out of use', this is communicated to our Control Centre. This ensures we can report the issue to the train maintainers, cleaners and to our customers via the JourneyCheck web pages. We aim to fix any issues as soon as possible.

Technical measurement for air quality 

Period Emissions KG Co2e/Passenger KM
P1 2.020567837
P2 0.560058237
P3 0.383016123
P4 0.246324605
P5 0.19601969
P6 0.1815442
P7 0.214774193
P8 0.263926711
P9 0.265819564
P10 0.379227814
P11 0.503181944
P12 0.329076172
P13 0.241795588

Customer satisfaction survey

While key industry research programmes have been paused and fewer customers have been travelling, we have worked hard to continue to measure key aspects of our service. This insight allows us to better focus on the issues that matter to customers most and forms the basis of our period business planning.



Source Notes
Customer Satisfaction Survey Punctuality of trains 85% CrossCountry Customer Experience Survey % customers that did not experience a delay
Information to passengers in case of delays 91% CrossCountry Customer Experience Survey % customers stating delay had been handled fairly well or very well
Accuracy and availability of information on train times/platforms 7.82 Wavelength Interim Survey 1. XC do not operate any stations. 2. Response to question "The status of my train is visible"
Consistently good maintenance/excellent condition of trains 66% CrossCountry Customer Experience Survey % satisfied or very satisfied with the upkeep and repair of the train
High level of security on train/in station 7.73 Wavelength Interim Survey Response to question "I feel safe on the train"
Cleanliness of the inside of the train 85% CrossCountry Customer Experience Survey

% satisfied or very satisfied with the cleanliness of the inside of the train

Provision of useful information throughout the journey 85% CrossCountry Customer Experience Survey % satisfied or very satisfied with provision of information throughout the journey
Response times to information requests at stations 7.78 Wavelength Interim Survey Wavelength Interim Survey
Availability of good quality toilets on every train 49% CrossCountry Customer Experience Survey  % satisfied or very satisfied for toilet facilities on-board
Cleanliness and maintenance of stations to a high standard 7.76 Wavelength Interim Survey 1. XC do not operate any stations. 2. Response to question "The station feels like a nice environment"
Accessibility of stations and trains 7.9 Wavelength Interim Survey  1. XC do not operate any stations. 2. Response to question "It is easy to get to the platform"
Assistance provision to disabled persons and persons with reduced mobility Passenger Assistance data captured in below section.

Complaint handling refunds and compensation for non-compliance with service quality standards

Number of complaints and outcome recorded between 1 April 2020 and 31 March 2021 were 3994.

Categories for complaints

Type of complaint  Feedback
Tickets & Refunds Policy COVID-19 related complaints regarding how refunds were processed when tickets were no longer valid for use due to lockdowns. Initially Period 2 were complaints about how long it was taking to process refunds, including confusion about how they should apply for refunds (we use a third party for ticket sales and after sales). Complaints eased off until Period 8 which coincided with the second lockdown and refunds were only made in the form of Travel Vouchers, which differed to the first lockdown. The process for customers was to contact our third party who in turn would forward this information to our Customer Relations team to raise the relevant vouchers. The high volume of complaints about the method of refund and the time taken to process the refund in the form of Travel Vouchers continued into Periods 9/10 and 11 and eased off in Period 12 with a marked decline in Period 13. Processes were put into place to make claiming a refund easier and this information was communicated out via our website and social media channels.
Facilities on-board The main complaints in this section were related to the withdrawal of First Class catering due to COVID-19 and reduced staffing on the trains, these made up 40% of the total complaints under this category. The next highest complaints received in this category were about catering in general and the withdrawal of this. Also when reinstated, complaints were received on the reduced selection of food and drink available. Reservations not being available due to train being full due to social distancing, only being able to reserve window seats, and other customers in booked seats made up the total amount of complaints in this section. We communicated to customers via the website and social media what to expect when travelling with us, especially during lockdown when essential travel only was in place. Once catering was reintroduced we again made information available to advise of revised menus and that we were providing a static service instead of the normal at seat provision which we had done prior to COVID-19.
Helpfulness and attitude of staff on train Main complaints relating to helpfulness and attitude of train staff were related to social distancing rules and the compliance of wearing a face covering. Customers were particularly vocal about members of our on-board train crew not enforcing face coverings to be worn. Towards the end of 2020 we saw more complaints about our Revenue Protection colleagues and the way that they dealt with invalid ticket travel. We are in the process of creating a new on-board staff handbook and additional and revised training courses. Our teams have also been split into regions which enables each Regional team to focus on their area of improvement concentrating on the management of the on-board teams. Focussing on the feedback received regarding staff morale, suggestions and ideas provided in the Employee Survey results which were published mid-year.
Sufficient Room for Passengers to sit/stand The amount of complaints regarding sufficient room for all passengers to sit/stand was low across the year in recognition of COVID-19, in some periods we received no complaints at all in this category. With the reduced timetables that were introduced and single sets being used there was still enough room for key workers to travel safely and socially distanced. As travel became more available we introduced the provision of double sets, in effect doubling up our capacity, whilst still maintaining social distancing and asking customers to sit in a window seat. During any times of disruption where trains were cancelled or double sets replaced with single sets then this did impact capacity. However, customer perception was often different to reality and our on-board teams ensured the boarding and alighting was spread across the whole of the train and frequently advised what carriages had availability for those customers who did not have a seat reservation. We did not mandate seat reservations but advised customers that if they did not hold a reservation that they may not be able to travel.
Other Policy The main reason for complaint under this category is lost property. As we do not operate any stations we work hard with our colleagues to ensure that our customers are supported in trying to locate any property that they may have left on board our trains. Our Stations Liaison team have regular catch ups with staff at the different stations that we call at to identify any issues or flaws in the processes in place. Our Customer Relations and Social Media teams will also direct customers to the relevant TOC who handle lost property on our behalf. We have also had communications with Missing X to involve them moving forward.

Received complaints

The number of complaints received between 1 April 2020 and 31 March 2021 was 3536.

Processed complaints

The percentage of complaints between 1 April 2020 and 31 March 2021:

  • 100% within 20 working days.
  • 100% within 10 working days.

Average response times

The average response time between 1 April 2020 and 31 March 2021 2.31 days for complaints and 4.41 days for delay repay.

Assistance provided to disabled persons and persons with reduced mobility

We provide a booking facility for customers who need assistance on their journey using the industry Passenger Assistance platform. Although we do not directly provide assistance at most stations, we do support customers at unmanned stations or when something has gone wrong. We work closely with stations teams to improve our assistance provision.

Category Total Caveat
Total number of Passenger Assistance bookings  (01/04/2020 – 31/03/2021) 2521 April, May, June & Dec 2020 – March 2021 All saw the impact of lock down effects and a reduced number of people travelling.
Un-booked assistance - not recorded as we don't operate stations N/A As we do not provide assistance at stations we do not have the data available for the amount of 'Turn Up' and Go' Passengers'.
Cancelled bookings (data only available from 22 September 2020 onwards) 166 This information is only available from when the Transreport System was introduced.


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