How we're performing
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. Unfortunately, delays happen. We all wish they didn’t but sometimes, it’s out of our control. That’s why
You can now see below some pretty useful information to help you understand just how punctual we really are, and how this varies across different routes.
It's also really important to us...
...that we're making your journey comfortable, responding to your queries promptly, and doing our part to reduce our impact on the environment. Below you can see how we're doing on these points too.
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 2017
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.
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
|1 min 9 secs|
|1 min 15 secs|
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|