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| Service Quality Regime (SQR) | Service Quality Area | Benchmark | Period 1 (01/04/26 to 02/05/26) |
|---|---|---|---|
| Stations | Ambience and Assets | 86% | 76.16% |
| Stations | Cleanliness and Graffiti | 89% | 87.11% |
| Stations | Information | 90% | 58.73% |
| Stations | Ticketing and Staffing | 94% | 93.06% |
| Trains | Ambience and Assets | 93% | 83.86% |
| Trains | Cleanliness and Graffiti | 95% | 96.65% |
| Trains | Information | 92% | 93.18% |
| Customer service | Staff Helpfulness | 96% | 100% |
| Customer service | Online Information | 96% | 100% |
Last updated 14th May 2026 - This page is updated every 4 weeks
Each year, we review how we manage customer complaints and delay compensation to improve the experience for everyone who travels with us. This report explains what we’ve changed in the past year, based directly on customer feedback, and the impact those improvements have made.