We provide details about our performance and financial targets for your benefit – whether you’re a customer, stakeholder or employee. 

We’re measured by our Public Performance Measure (PPM MAA) score and thanks to hard work, this has improved since the franchise began. 

The age of trains, lines and stations – and the temporary speed limits these cause – have been a major challenge. But, with Network Rail, we’ve made improvements, like the new environmentally-friendly engines in all of our high-speed trains. These have made it more likely that your train arrives on time and gets you to your destinations. 

Passenger's Charter results

Performance results for 1 April 2016 to 30 April 2016 –  4 weeks average from 1 April 2016

  Punctuality %
Target punctuality  Reliability % Target reliability 
High-speed services   93.3 90.0  99.5 99.2 
London to Thames Valley services 91.8 
92.0  99.1 99.0 
Bristol suburban service  93.5 92.0  98.9 99.5
Devon services  97.4 92.0 99.7 99.5
Plymouth and Cornwall services 98.1 92.0 98.1 99.5 
South Wales to South Coast services 95.7
92.0 99.1 99.5

12 months Moving Annual Average (MAA) from 3 May 2015

  Punctuality %  Trigger  Reliability %  Trigger 
High-speed services 89.9
88.0  99.5 98.2
London and Thames Valley services 85.2 89.0  99.1 98.0 
Bristol suburban services  92.0 89.0 99.3 98.5 
Devon services  95.5 89.0  99.5 98.5
Plymouth and Cornwall services  98.0 89.0  99.1 
South Wales and south coast services  93.5 89.0  99.3 98.5
The trigger is the point at which we give a discount for season ticket holders. If we don’t meet one of the targets, and fall below the trigger percentage in the last 12 months, we’ll give our season ticket holders 5% off their next season ticket. If we miss both the punctuality and the reliability targets, and fall below both triggers, we’ll give you 10% off.

Two void days were declared for all groups except London - Thames Valley on 09 and 10 July 2015.

One void day was declared for High Speed Services and London - Thames Valley on 07 August 2015.

One void day was declared for Bristol Suburban and South Wales - South Coast Services on 08 February 2016. 

Discounts are payable for season tickets being renewed which were valid during these times.

HSS Void days apply
LTV Void days apply
Punctuality is below trigger, 5% discounts apply
Bristol SB Void days apply
Devon Void days apply
Ply/Corn Void days apply
SW & SC Void days apply

Updated Thursday  05 May 2016. Discounts apply from 08 May 2016 to 04 June 2016 inclusive.

Access our performance and punctuality results

We aim to run all our trains on time, but know sometimes things can go wrong and cause cancellations and delays.

Track how well we’re doing each day using our daily performance and punctuality results – information is usually added at 2pm every weekday. 

National Rail Passenger Survey

Autumn 2015

The National Rail Passenger Survey (NRPS) 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 33 specific aspects of service, can then be compared over time.

The Autumn 2015 survey took place between 1 September and 21 November.

We’re proud to say that according to independent transport user watchdog Transport Focus, we’ve achieved our highest score since the survey began in 1999; increasing our year-on-year score for overall satisfaction by 3%, from 81% to 84%.

Overall journey satisfaction
Station satisfaction
Train satisfaction 81%


You may also like to

Contact us

Call, email or find us on social media for information about our trains and services.