Whether it’s getting to that big business pitch in time, or heading home to pick the kids up from school, we know your time is precious. That’s why we do everything we can to make sure we’re on time, and that’s why we’re now providing some pretty useful information to help you understand just how punctual we really are. It’s a big measure for us.
You can take a look at our overall punctuality, as well as by route.
Unfortunately, delays happen. We all wish they didn’t but sometimes, it’s out of our control...
National Passenger Survey
This is measured by the twice-yearly customer satisfaction survey by Transport Focus
The survey covers all UK train operators for Autumn 2016
Net Advocacy Score
We survey our customers following their journey, and ask them how likely they are to recommend us. This is how we measure up.
|05/02/2017 - 04/03/2017|
Social Media Response times
Handling times are measured by a management software tool used to engage with our customers on social media.
|Platform||Latest response times
Environmental Improvement Figures
Achieved to date – reduction targets recommended by the Carbon Trust
|Traction (kg CO2e ppkm)||0.043||0.041|
|Non Traction (tCO2e)||15,711||12,009|