*figures taken for year to September 14

**Q2, 2024

***Passenger satisfaction score reported by Transport Focus September 2024 report

We’re working hard to improve our services. We’ve gathered below some of the key industry metrics that show how we’re doing on punctuality, cancellations, service quality, customer satisfaction and generating growth so that you can judge this for yourself. We’ll update these every quarter in this 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.

As the prime long-distance operator on the West Coast Main Line, Europe’s busiest mixed-use rail route, we see a far higher proportion of delays caused by external factors, including infrastructure. To address this, we have agreed a performance improvement plan with Network Rail to identify and remedy the key causes of delay. 

In the last quarter, we’ve seen the level of cancellations fall from their peak last year as we have progressed more drivers through recruitment and training. This is welcome news for customers but, along with other train operators, we know there is more to do to achieve a consistently lower level of cancellations. We are working with Government and trade union colleagues to address this. 

Our independently audited Service Quality Regime, monitors our performance against agreed standards for onboard, stations and customer service, helping us to identify key issues and drive up standards. We’re pleased to see such consistently high standards for customer service, but are working to consistently hit targets for stations and onboard. 

We have seen some encouraging trends this year, with levels of growth outstripping that of other long-distance operators. 

NB. Data for 2024 Q3 incomplete