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Service Quality Excellence

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 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
Stations Ambience and assets 74.0% 69.62% 68.28%
Stations Cleanliness and graffiti 70.0% 56.94% 52.06%
Stations Information 68.0% 64.03% 56.54%
Stations Ticketing and staffing 74.0% 74.77% 77.83%
Trains Ambience and assets 83.5% 87.93% 88.14%
Trains Cleanliness and graffiti 80.4% 88.30% 87.06%
Trains Information 73.0% 74.77% 70.91%
Customer service Staff helpfulness 86.0% 73.14% 68.79%
Customer service Online information 91.0% 97.00% 98.50%