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.


Overall punctuality

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

 Environment Our score  Target
 Trains 80.3%  78%
 Stations 81.4%  77.5%
 Customer Service 76.4%  78.5%

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.

Feb 2018


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
Twitter 1 min 9 secs
Facebook 1 min 15 secs


Environmental Improvement Figures

Achieved to date –  reduction targets recommended by the Carbon Trust

 Measure 2015/16 2016/17
  Baseline footprint
 Traction (kg CO2e ppkm) 0.043 0.041
 Non Traction (tCO2e) 15,711 12,009
 Water (m3) 130,938 120,213