Our Performance

We work hard to make sure your journeys with us run smoothly. And we want to be as open and honest as we can when we talk about our performance.

We measure our performance in a number of different ways. For a more detailed breakdown of how our services are doing, download our monthly performance report.

New ways of measuring performance

From 1 April 2019, all train companies will publish ‘On Time’ (to the minute) performance figures. These will show the percentage of station calls that were on time.

These figures, as well as other detailed results, can be found in our monthly on-time report.

Punctuality and performance

Punctuality - the percentage of our trains that arrive at their destination within an agreed ‘on-time’ window
Reliability - the percentage of our trains that run

Performance results

Table showing how punctual GWR trains were on average from 17 October 2021
Charter group	On-time allowance	Punctuality %	Reliability %
Actual	Target	Actual	Target
High Speed services*	10 minutes	89.8	90.0	95.9	99.2
London-Thames Valley services**	5 minutes	88.3	92.0	99.0	99.0
Bristol Suburban services***	5 minutes	89.3	92.0	89.4	99.5
Devon services***	5 minutes	96.1	92.0	97.5	99.5
Plymouth and Cornwall services***	5 minutes	95.0	92.0	90.8	99.5
South Wales-South Coast services***	5 minutes	89.8	92.0	89.9	99.5

12-month Moving Annual Average

Table showing average punctuality of GWR trains over last 12 months
Charter group	On-time allowance	Punctuality %	Reliability %
Actual	Trigger	Actual	Trigger
High Speed services*	10 minutes	91.0	88.0	98.0	98.2
London-Thames Valley services**	5 minutes	89.6	89.0	98.9	98.0
Bristol Suburban services***	5 minutes	89.6	89.0	97.3	98.5
Devon services***	5 minutes	96.2	89.0	98.1	98.5
Plymouth and Cornwall services***	5 minutes	96.6	89.0	96.7	98.5
South Wales-South Coast services***	5 minutes	91.6	89.0	96.5	98.5

Updated Thursday 13 January 2022. Discounts apply from 16 January 2022 to 12 February 2022 inclusive.

To make sure everyone receives the same treatment, we will still use these definitions when we check if a customer can claim compensation.

When things go wrong

If we don’t meet our targets, season ticket holders may be able to claim compensation.

To find out more about how we compensate you for delays, download our Passenger’s Charter.

Customer satisfaction

National Rail Passenger Survey: Autumn 2018

The National Rail Passenger Survey provides a network-wide picture of customers’ satisfaction of rail travel; with their opinions collected twice a year from a representative sample of journeys.

Overall satisfaction with the station and train, and 30 aspects of service can then be compared over time.

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The small print

Punctuality and reliability results

*Former First Great Western services

**Former First Great Western Link services

***Former Wessex Train services

All Monday to Saturday services are included in these calculations, except former First Great Western Link services. For those, we include Monday to Friday services. And we only include morning and evening peak services in the punctuality calculation. Peak services are the trains that arrive at London Paddington from 07:00 – 10:00 and trains that leave London Paddington from 16:00 – 19:00. We don’t include Sundays and public holidays in these calculations.