We’re working hard to deliver consistently reliable services. We’ve gathered below some of the key industry metrics that show how we’re doing on cancellations, punctuality and delays, customer satisfaction, and generating growth so that you can judge this for yourself. We’ll update these in every newsletter, but if you want to see more up-to-date information, you can visit our website or that of the Office of Rail and Road, which collates key stats and compares these for different train operators.

Cancellations we were responsible for (TOC On Self) fell from 4.0% in P11 to 1.0% in P13, the third consecutive period where cancellations have fallen. Given the longer-term challenges on punctuality, it was positive to see arrivals within 15 minutes exceed 90% for the second consecutive month, the highest levels since March 2022.

As this data shows, this period saw reductions in overall cancellations and delays, with both having improved significantly from this time last year.

While there is still more to do, we are now seeing signs that the focused work undertaken with Network Rail and other industry partners to jointly address the key drivers of poor performance is starting to improve our service for customers. We continue to work with partners to drive down those delays out of our direct control.

We are working hard to continue to attract back passengers and deliver growth. The investment we are making in passenger experience is having a significant impact on positive sentiment. This has helped us improve customer satisfaction significantly, with our net advocacy score (NAS) at levels not seen since before the pandemic. In turn, this is leading to our passenger numbers continuing to grow as more customers trust us to deliver a reliable journey. We will continue to invest in improvements to our services and deliver further growth.