Performance

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 24 July 2016 to 20 August 2016 –  4 weeks average from 24 July 2016

  Punctuality %
Target punctuality  Reliability % Target reliability 
High-speed services  89.2 90.0  99.2 99.2 
London to Thames Valley services 89.9
92.0  99.1 99.0 
Bristol suburban service  91.3 92.0  99.1 99.5
Devon services  92.5 92.0 99.6 99.5
Plymouth and Cornwall services 96.3 92.0 98.8 99.5 
South Wales to South Coast services 92.0
92.0 99.5 99.5

12 months Moving Annual Average (MAA) from 23 August 2015

  Punctuality %  Trigger  Reliability %  Trigger 
High-speed services 89.5
88.0  99.2 98.2
London and Thames Valley services 85.4 89.0  98.9 98.0 
Bristol suburban services  91.6 89.0 99.2 98.5 
Devon services  95.1 89.0  99.5 98.5
Plymouth and Cornwall services  97.8 89.0  99.1
98.5
South Wales and south coast services  92.8 89.0  99.2 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.

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 No void days apply
Ply/Corn No void days apply
SW & SC Void days apply

Updated Thursday 25 August 2016. Discounts apply from 28 August 2016 to 24 September 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

Spring 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 Spring 2016  survey took place between 11 January and 20 March 2016.

Overall journey satisfaction
84%
Station satisfaction
81%
Train satisfaction 81%

Complaints

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