Service Quality Performance | TransPennine Express

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Service Quality (SQR) Performance: 2026 - 2027

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%

Service Quality Performance past results 2023 - 2024

Service Quality Regime (SQR)	Service Quality Area	Benchmark	Period 1 (01/04/23 to 29/04/23)	Period 2 (30/04/23 to 27/05/23)	Period 3 (28/05/23 to 24/06/23)	Period 4 (25/06/23 to 22/07/23)	Period 5 (23/07/23 to 19/08/23)	Period 6 (20/08/23 to 16/09/23)	Period 7 (17/09/23 to 14/10/23)	Period 8 (15/10/23 to 11/11/23)	Period 9 (12/11/23 to 09/12/23)	Period 10 (10/12/23 to 06/01/24)	Period 11 (07/01/24 to 03/02/24)	Period 12 (04/02/24 to 02/03/24)	Period 13 (03/03/24 to 31/03/24)	Annual results TBC
Stations	Ambience and Assets	82%	80.32%	89.83%	87.29%	80.13%	85.51%	89.24%	79.54%	83.49%	78.78%	76.46%	82.30%	79.70%	81.81%
Stations	Cleanliness and Graffiti	88%	85.35%	88.12%	90.84%	93.21%	84.34%	90.34%	84.54%	96.84%	90.14%	90.19%	87.18%	90.80%	91.59%
Stations	Information	85%	93.67%	90.63%	93.55%	90.38%	92.00%	96.89%	82.61%	82.86%	84.64%	87.47%	83.71%	84.59%	76.66%
Stations	Ticketing and Staffing	93%	96.43%	92.05%	91.08%	92.66%	75.93%	87.11%	90.00%	89.13%	89.95%	95.63%	94.13%	79.67%	86.99%
Trains	Ambience and Assets	92%	89.32%	94.44%	90.58%	89.54%	92.60%	91.44%	91.23%	93.48%	89.45%	93.17%	93.04%	91.15%	92.30%
Trains	Cleanliness and Graffiti	95%	95.14%	97.31%	94.54%	95.87%	95.81%	95.98%	97.20%	96.25%	95.63%	93.36%	94.69%	94.98%	95.79%
Trains	Information	91%	93.26%	83.19%	86.59%	85.65%	95.54%	95.83%	96.20%	95.40%	88.37%	89.99%	86.63%	87.46%	93.67%
Customer service	Staff Helpfulness	92%	96.67%	96.67%	91.67%	100.00%	96.67%	95.00%	100.00%	95.19%	87.07%	86.80%	98.33%	95.00%	93.33%
Customer service	Online Information	90%	100.00%	95.00%	100.00%	100.00%	98.57%	90.71%	88.33	95.00%	100.00%	92.14%	93.57%	96.67%	92.14%

Service Quality Performance past results 2024 - 2025

Service Quality Regime (SQR)	Service Quality Area	Benchmark	Period 1 (01/04/24 to 27/04/24)	Period 2 (28/04/24 to 25/05/24)	Period 3 (26/05/24 to 22/06/24)	Period 4 (23/06/24 to 20/07/24)	Period 5 (21/07/24 to 17/08/24)	Period 6 (18/08/24 to 14/09/24)	Period 7 (15/09/24 to 12/10/24)	Period 8 (13/10/24 to 10/11/24)	Period 9 (11/11/24 to 07/12/24)	Period 10 (08/12/24 to 04/01/25)	Period 11 (05/01/25 to 01/02/25)	Period 12 (02/02/25 to 01/03/25)	Period 13 (02/03/25 to 31/03/25)
Stations	Ambience and Assets	82%	81.10%	93.29%	78.99%	84.10%	84.20%	90.18%	87%	84.83%	85.13%	80.36%	79.95%	75.29%	75.51%
Stations	Cleanliness and Graffiti	89%	87.94%	85.82%	89.61%	84.18%	84.94%	85.88%	90.78%	88.60%	86.50%	84.28%	93.71%	77.34%	70.74%
Stations	Information	85%	76.35%	84.19%	83.09%	85.34%	80.75%	86.40%	77.59%	86.89%	81.87%	78.64%	83.42%	76.29%	70.70%
Stations	Ticketing and Staffing	93%	93.18%	100%	98.68%	93.49%	83.02%	95%	86.56%	87.37%	83.87%	82.48%	89.11%	76.94%	100%
Trains	Ambience and Assets	92%	92.90%	93.26%	93.40%	93.72%	91.78%	93.95%	91.57%	91.66%	91.08%	89.59%	88.49%	91.37%	90.92%
Trains	Cleanliness and Graffiti	95%	93.74%	94.15%	90.13%	93.64%	94.84%	92.60%	94.22%	97.03%	92.36%	93.64%	93.58%	94.12%	96.02%
Trains	Information	91%	92.02%	93.59%	88.33%	87.68%	89.92%	91.21%	89.74%	93.61%	94.37%	91.39%	86.02%	83.33%	91.22%
Customer service	Staff Helpfulness	94%	93.33%	95.18%	91.67%	96.67%	95%	96.67%	98.33%	98.33%	98.33%	99.33%	96.67%	96.67%	98.33%
Customer service	Online Information	92%	98.57%	100%	100%	97.14%	100%	100%	100%	98.57%	93.57%	98.57%	98.57%	100%	100%

Service Quality Performance past results 2025 - 2026

Service Quality Regime (SQR)	Service Quality Area	Benchmark	Period 1 (01/04/25 to 26/04/25)	Period 2 (27/04/25 to 24/05/25)	Period 3 (25/05/25 to 21/06/25)	Period 4 (22/06/25 to 19/07/25)	Period 5 (20/07/25 to 16/08/25)	Period 6 (17/08/25 to 13/09/25)	Period 7 (14/09/25 to 11/10/25)	Period 8 (12/10/25 to 08/11/25)	Period 9 (09/11/25 to 06/12/25)	Period 10 (07/12/25 to 03/01/26)	Period 11 (04/01/26 to 31/01/26)	Period 12 (01/02/26 to 28/02/26)	Period 13 (01/03/26 to 31/03/26)
Stations	Ambience and Assets	86%	77.31%	81.35%	82.53%	81.49%	81.90%	75.45%	76.52%	80.53%	79.05%	76.35%	78.45%	79.41%	79.72%
Stations	Cleanliness and Graffiti	89%	80.42%	91.43%	74.45%	79.13%	90.53%	81.43%	76.93%	83.39%	77.27%	87.71%	88.12%	85.70%	88.86%
Stations	Information	90%	73.58%	72.29%	74.07%	70.15%	75.95%	61.31%	66.13%	65.80%	61.96%	71.31%	63.95%	64.82%	62.72%
Stations	Ticketing and Staffing	94%	100%	97.12%	95.00%	90.21%	91.01%	92.79%	93.79%	92.45%	87.84%	96.43%	93.79%	98.44%	94.27%
Trains	Ambience and Assets	93%	91.07%	91.49%	91.01%	87.63%	90.26%	93.66%	90.81%	86.30%	87.19%	83.47%	86.29%	82.21%	82.10%
Trains	Cleanliness and Graffiti	95%	91.43%	96.07%	96.80%	91.02%	95.24%	93.86%	96.27%	94.67%	97.27%	96.11%	95.72%	95.68%	92.13%
Trains	Information	92%	92.44%	86.37%	87.37%	87.78%	93.35%	94.10%	95.79%	89.74%	93.36%	94.82%	94.00%	95.99%	90.13%
Customer service	Staff Helpfulness	96%	100%	96.67%	100%	96.67%	98.33%	96.67%	98.33%	100%	96.67%	100%	93.33%	98.33%	100%
Customer service	Online Information	96%	98.57%	97.14%	100%	95.00%	98.57%	100%	100%	98.57%	100%	100%	98.57%	100%	100%

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