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 5 February 2017 to 4 March 2017 – 4 weeks average from 5 February 2017

Target Punctuality Reliability Target Reliability
High-speed services 90.2% 90.0%  99.6% 99.2% 
London Thames Valley services 87.4%
92.0% 98.9% 99.0% 
Bristol suburban services 93.8% 92.0% 99.7% 99.5%
Devon services 97.4% 92.0% 99.6% 99.5%
Plymouth and Cornwall services 98.8% 92.0% 99.8% 99.5%
South Wales - South Coast services 94.8% 92.0% 99.5% 99.5%

12 months Moving Annual Average (MAA) from 6 March 2016

  Punctuality Trigger Punctuality
Reliability Trigger Reliability
High-speed services 87.8%
88.0% 99.1% 98.2%
London Thames Valley services 84.0% 89.0% 98.7% 98.0%
Bristol suburban services 91.2% 89.0% 99.2% 98.5%
Devon services 95.2% 89.0% 99.6% 98.5%
Plymouth and Cornwall services 97.8% 89.0% 99.1%
South Wales - South Coast services 92.2% 89.0%  99.1% 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.

Discounts payable for renewed season tickets

  • one void day was declared for High Speed, Bristol Suburban, Devon, Plymouth & Cornwall and South Wales - South Coast Services on 21 November 2016
  • one void day was declared for Devon, Plymouth & Cornwall Services on 22 November 2016
  • discounts are payable for season tickets being renewed which were valid during these times
HSS Void days apply 
Punctuality is below trigger, 5% discounts apply
LTV No 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 9 March 2017. Discounts apply from 12 March 2017 to 8 April 2017 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 2016

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 2016 survey took place between 1 September and 20 November 2016.

Overall journey satisfaction
Station satisfaction
Train satisfaction 82%

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