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 2025-26 scores
| Service Quality Regime (SQR) | Service quality area | Benchmark | Period 1 (01/04/2025-26/04/2025) |
|---|---|---|---|
| Stations | Ambience and assets | 74.00% | 86.40% |
| Stations | Cleanliness and graffiti | 70.00% | 67.32% |
| Stations | Information | 72.00% | 78.67% |
| Stations | Ticketing and staffing | 84.00% | 92.89% |
| Trains | Ambience and assets | 88.00% | 89.22% |
| Trains | Cleanliness and graffiti | 84.00% | 81.46% |
| Trains | Information | 82.00% | 84.22% |
| Customer service | Staff helpfulness | 90.00% | 86.78% |
| Customer service | Online information | 95% (P1-3), 96% (P4-13) | 97.00% |
All data is subject to change.
Service Quality Excellence past results
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 Regime (SQR) Service quality area Benchmark 2023-24 year score Period 1
01/04/23 to 29/04/23Period 2
30/04/23 to 27/05/23Period 3
28/05/23 to 24/06/23Period 4
25/06/23 to 22/07/23Period 5
23/07/23 to 19/08/23Period 6
20/08/23 to 16/09/23Period 7
17/09/23 to 14/10/23Period 8
15/10/23 to 11/11/23Period 9
12/11/23 to 09/12/23Period 10
10/12/23 to 06/01/24Period 11
07/01/24 to 03/02/24Period 12
04/02/24 to 02/03/24Period 13
03/03/24 to 31/03/24Stations Ambience and assets 74.00% 71.46% 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% 56.86% 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% 66.96% 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% 82.68% 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% 88.55% 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% 87.05% 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% 80.16% 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% 82.41% 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% 97.24% 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% Service Quality Excellence 2024-25 scores
Service Quality Regime (SQR) Service quality area Benchmark 2024-25 year score Period 1
01/04/24 to 27/04/24Period 2
28/04/24 to 25/05/24Period 3
26/05/24 to 22/06/24Period 4
23/06/24 to 20/07/24Period 5
21/07/24 to 17/08/24Period 6
18/08/24 to 14/09/24Period 7
15/09/24 to 12/10/24Period 8
13/10/24 to 9/11/24Period 9
10/11/24 to 07/12/24Period 10
08/12/24 to 04/01/25Period 11
05/01/25 to 01/02/25Period 12
02/02/25 to 01/03/25Period 13
02/03/25 to 31/03/25Stations Ambience and assets 74.00% TBC 71.46% 67.94% 77.02% 66.67% 69.69% 74.15% 70.26% 72.93% 77.90% 71.94% 70.17% 80.31% 74.20% Stations Cleanliness and graffiti 70.00% TBC 53.76% 57.24% 56.89% 51.80% 59.44% 66.50% 63.48% 60.25% 70.22% 64.06% 68.19% 74.34% 72.73% Stations Information 68.00% TBC 70.08% 68.35% 71.82% 67.39% 71.11% 70.75% 69.91% 71.37% 72.12% 73.33% 71.60% 70.35% 77.14% Stations Ticketing and staffing 78.00% TBC 83.52% 89.40% 85.35% 78.70% 93.46% 97.50% 90.19% 86.00% 82.42% 72.13% 75.88% 97.86% 84.71% Trains Ambience and assets 86.00% TBC 90.71% 88.79% 90.85% 87.74% 88.45% 90.29% 89.99% 90.89% 92.29% 89.91% 89.62% 90.07% 87.73% Trains Cleanliness and graffiti 84.00% TBC 83.62% 80.25% 76.59% 76.93% 75.09% 72.83% 76.79% 80.10% 78.23% 80.19% 85.03% 85.36% 82.63% Trains Information 79.00% TBC 84.45% 82.65% 78.26% 85.83% 83.55% 83.34% 81.38% 83.00% 86.48% 85.85% 90.53% 82.61% 84.44% Customer service Staff helpfulness 86.00% TBC 88.28% 81.85% 87.31% 88.26% 78.57% 88.79% 89.95% 88.89% 81.25% 94.58% 90.14% 94.25% 93.42% Customer service Online information 94.00% TBC 100.00% 98.50% 98.50% 95.00% 98.50% 95.50% 98.50% 97.00% 92.50% 97.00% 94.00% 97.00% 98.50%