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

Updated Thursday 3 June 2021. Discounts apply from 6 June 2021 to 3 July 2021 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.

You may also like to...

• download a copy of our 2018-19 Customer Report
• find out how we are planning for the future