Service Quality Excellence | Great Western Railway

What is Service Quality Excellence?

At GWR, our customers are at the heart of everything we do.

Service Quality Excellence (SQE) is the system we will be using to make sure our customers get the best service possible. Every 4 weeks we shall be publishing our results to show how we are performing.

The customer experience at our stations, on our trains and the customer service we provide, will be audited to ensure we deliver the highest possible standards.

Where we don’t meet what is expected of us at GWR, we are committed to rectifying the issues within a specific time frame.

Service Quality Excellence 2024-25 scores

Service Quality Regime (SQR)	Service quality area	Benchmark	Period 1 01/04/24 to 27/04/24
Stations	Ambience and assets	74.00%	71.46%
Stations	Cleanliness and graffiti	70.00%	53.52%
Stations	Information	68.00%	70.08%
Stations	Ticketing and staffing	78.00%	83.52%
Trains	Ambience and assets	86.00%	90.62%
Trains	Cleanliness and graffiti	84.00%	83.41%
Trains	Information	79.00%	83.99%
Customer service	Staff helpfulness	86.00%	89.72%
Customer service	Online information	94.00%	100.00%

All data is subject to change.

Service Quality Excellence past results

Service Quality Excellence 2022-23 scores

26 June 2022 to 31 March 2023

Service Quality Regime (SQR)	Period 4	Period 5	Period 6	Period 7	Period 8	Period 9	Period 10	Period 11	Period 12	Period 13
Stations	78.47%	76.90%	69.83%	66.51%	68.63%	68.33%	66.17%	58.81%	60.10%	62.08%
On-train	83.60%	76.38%	75.80%	75.41%	75.02%	76.94%	77.20%	79.22%	79.27%	84.58%
Customer service	52.98%*	78.69%	81.61%	85.71%	86.04%	84.66%	83.03%	87.74%	86.09%	86.31%

SQR	Service quality area	Period 4	Period 5	Period 6	Period 7	Period 8	Period 9	Period 10	Period 11	Period 12	Period 13
Stations	Ambience and assets	83.98%	84.53%	79.13%	71.27%	70.70%	70.46%	67.51%	67.22%	63.00%	66.42%
Stations	Cleanliness and graffiti	63.18%	66.61%	66.09%	66.74%	72.93%	71.71%	66.37%	57.32%	59.45%	59.41%
Stations	Information	76.73%	75.37%	58.49%	68.41%	62.67%	59.48%	62.92%	45.83%	60.31%	53.95%
Stations	Ticketing and staffing	90.02%	81.09%	75.63%	59.60%	68.21%	71.67%	67.86%	64.87%	57.64%	68.54%
On-train	Ambience and assets	93.80%	87.34%	86.28%	87.74%	83.80%	82.08%	81.44%	79.45%	84.18%	86.91%
On-train	Cleanliness and graffiti	82.61%	75.01%	75.10%	79.70%	80.60%	78.08%	83.88%	84.71%	83.34%	89.65%
On-train	Information	74.40%	66.79%	66.02%	58.79%	60.66%	70.67%	66.28%	73.50%	70.30%	77.59%
Customer service	Staff helpfulness	86.95%	77.16%	87.15%	87.58%	82.86%	80.16%	72.08%	84.22%	81.25%	80.63%
Customer service	Customer information	18.00%*	80.23%	76.06%	83.83%	89.23%	89.17%	93.98%	91.26%	90.93%	92.00%

* These scores are low due to a technical problem collating the results.

Service Quality Excellence 2023-24 scores

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
Stations	Ambience and assets	74.00%	73.22%	69.24%	69.37%	64.42%	75.58%	69.06%	69.64%	74.14%	75.14%	75.22%	73.76%	75.06%	69.94%
Stations	Cleanliness and graffiti	70.00%	61.17%	53.62%	46.28%	55.24%	63.46%	52.72%	60.96%	70.01%	68.53%	51.68%	62.36%	55.28%	53.95%
Stations	Information	68.00%	66.18%	57.79%	64.42%	68.56%	69.13%	65.04%	66.28%	75.96%	67.90%	69.44%	58.61%	68.31%	67.02%
Stations	Ticketing and staffing	74.00%	76.10%	79.97%	80.52%	68.04%	85.04%	78.53%	82.93%	76.28%	87.66%	88.71%	93.98%	88.37%	94.76%
Trains	Ambience and assets	83.50%	90.49%	89.86%	89.02%	89.11%	89.43%	86.47%	87.33%	90.13%	89.70%	91.26%	86.90%	86.76%	88.34%
Trains	Cleanliness and graffiti	80.40%	89.24%	87.96%	88.64%	87.24%	90.93%	86.51%	87.49%	88.50%	89.72%	86.35%	84.41%	84.57%	84.36%
Trains	Information	73.00%	75.07%	72.59%	80.87%	81.66%	74.57%	80.91%	81.96%	83.38%	85.70%	82.22%	85.44%	83.48%	81.72%
Customer service	Staff helpfulness	86.00%	74.58%	70.94%	82.69%	78.52%	81.06%	85.67%	86.25%	83.19%	88.09%	86.67%	85.00%	85.83%	86.10%
Customer service	Online information	91.00%	97.00%	98.50%	97.00%	91.00%	97.00%	100.00%	100.00%	98.50%	98.50%	94.00%	100.00%	98.50%	95.50%