Service Quality
Northern are currently making methodological changes to the Service Quality Regime in line with Department for Transport agreement, so this remains fit for purpose for our customers. This means the results will not be available for the time being, but we will publish as soon as possible.
When the results are published, there may be a larger variation.
We want to provide a quality product that you, our customers should receive each and every day. To do this we audit our trains and stations through the eyes of our customers.
We will do this on behalf of our customers and aim to meet benchmarks for both stations and trains. These benchmarks are based on what our customers say are important to them.
Rail Year 2025
| Component | Area | Benchmark RY25 (P01 - 06) | Benchmark RY25 (P07 - 13) | 2024/P1 | 2024/p2 | 2024/P3 | 2024/P4 | 2024/P5 | 2024/P6 | 2024/P7 | 2024/P8 | 2024/P9 | 2025/P10 | 2025/P11 | 2025/P12 | 2025/P13 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 01/04/24 | 28/04/24 | 26/05/24 | 23/06/24 | 21/07/24 | 18/08/24 | 15/09/24 | 13/10/24 | 10/11/24 | 08/12/24 | 05/01/25 | 02/02/25 | 02/03/25 | ||||
| 27/04/24 | 25/05/24 | 22/06/24 | 20/07/24 | 17/08/24 | 14/09/24 | 12/10/24 | 09/11/24 | 07/12/24 | 04/01/25 | 01/02/25 | 01/03/25 | 31/03/25 | ||||
| Station | Ambience and Assets | 77% | 81% | 75.95% | 70.98% | 76.85% | 75.90% | 81.34% | 70.61% | 73.92% | 75.95% | 74.38% | 76.47% | 76.44% | 75.56% | 82.16% |
| Cleanliness and Graffiti | 75% | 75% | 72.28% | 66.56% | 72.45% | 75.29% | 73.20% | 78.48.% | 73.27% | 73.92% | 63.48% | 67.24% | 64.83% | 77.33% | 79.18% | |
| Information | 70% | 70% | 63.23% | 64.85% | 65.46% | 64.32% | 65.18% | 64.70% | 65.93% | 59.97% | 63.32% | 61.44% | 64.51% | 70.17% | 75.03% | |
| Ticketing & Staffing | 88% | 93% | 77.46% | 77.84% | 86.54% | 87.63% | 82.55% | 82.45% | 78.13% | 86.66% | 80.08% | 92.00% | 84.55% | 82.97% | 87.10% | |
| Trains | Ambience and Assets | 82% | 84% | 90.10% | 92.10% | 90.78% | 90.56% | 90.68% | 90.35% | 90.43% | 90.97% | 93.18% | 91.84% | 92.71% | 94.32% | 94.23% |
| Cleanliness and Graffiti | 88% | 88% | 91.23% | 91.23% | 91.75% | 93.25% | 91.54% | 92.06% | 92.30% | 91.91% | 92.40% | 91.29% | 90.63% | 91.93% | 92.60% | |
| Information | 83% | 83% | 91.42% | 90.78% | 91.52% | 90.80% | 91.29% | 90.07% | 88.90% | 90.66% | 90.37% | 89.60% | 92.90% | 91.65% | 93.28% | |
| Customer Service | Staff Helpfulness | 80% | 80% | 82.14% | 76.63% | 80.00% | 76.13% | 79.38% | 81.13% | 88.00% | 92.88% | 89.13% | 89.63% | 92.83% | 93.13% | 94.50% |
| Online Information | 76% | 90% | 83.88% | 82.34% | 82.14% | 87.90% | 91.47% | 91.47% | 91.47% | 87.90% | 87.90% | 84.33% | 96.83% | 88.69% | 90.48% | |
End of Year Scores
| SQ Area | SQ Indicator | Rail Year - 2025 |
|---|---|---|
| Train | Ambience and Assets | 81.48% |
| Cleanliness and Graffiti | 85.74% | |
| Information | 79.83% | |
| Station | Ambience and Assets | 75.69% |
| Cleanliness and Graffiti | 71.60% | |
| Information | 64.70% | |
| Ticketing and Staffing | 82.85% | |
| Customer Service | Staff Helpfulness | 85.92% |
| Online Information | 88.08% |
Rail Year 2024
| Component | Area | Benchmark 2023/24 | 2024/P1 | 2024/P2 | 2024/P3 | 2024/P4 | 2024/P5 | 2024/P6 |
|---|---|---|---|---|---|---|---|---|
| 01/04/23 | 30/04/23 | 25/05/23 | 25/06/23 | 23/07/23 | 20/08/23 | |||
| 09/04/23 | 27/05/23 | 24/06/23 | 22/07/23 | 19/08/23 | 16/09/23 | |||
| Station | Ambience and Assets | 81% | 74.77% | 71.90% | 73.63% | 78.96% | 72.62% | 71.61% |
| Cleanliness and Graffiti | 75% | 71.44% | 78.21% | 77.16% | 77.00% | 73.68% | 71.36% | |
| Information | 70% | 59.19% | 51.77% | 51.57% | 49.04% | 48.90% | 50.37% | |
| Ticketing & Staffing | 93% | 84.14% | 91.24% | 85.93% | 67.89% | 88.67% | 83.42% | |
| Trains | Ambience and Assets | 84% | 77.84% | 75.52% | 77.10% | 77.39% | 77.38% | 80.92% |
| Cleanliness and Graffiti | 84% | 84.21% | 83.02% | 84.31% | 86.28% | 87.42% | 89.05% | |
| Information | 83% | 74.43% | 73.55% | 68.16% | 76.35% | 75.36% | 75.98% | |
| Customer Service | Staff Helpfulness | 78.50% | 78.38% | 62.25% | 81.75% | 73.23% | 73.79% | |
| Online Information | 59.72% | 54.37% | 59.33% | 55.36% | 56.30% | 59.72% | ||
| Component | Area | Benchmark 2023/24 | 2024/P7 | 2024/P8 | 2024/P9 | 2024/P10 | 2024/P11 | 2024/P12 | 2024/P13 |
|---|---|---|---|---|---|---|---|---|---|
| 17/09/23 | 15/10/23 | 12/11/23 | 10/12/23 | 07/01/24 | 04/02/24 | 03/03/24 | |||
| 14/10/23 | 11/11/23 | 09/12/23 | 06/01/24 | 03/02/24 | 02/03/24 | 30/04/24 | |||
| Station | Ambience and Assets | 81% | 73.45% | 72.13% | 73.74% | 76.79% | 71.54% | 67.33% | 73.90% |
| Cleanliness and Graffiti | 75% | 77.91% | 73.36% | 72.95% | 74.02% | 78.38% | 57.88% | 75.51% | |
| Information | 70% | 55.83% | 54.63% | 56.17% | 57.99% | 59.60% | 54.95% | 56.42% | |
| Ticketing & Staffing | 93% | 89.02% | 82.47% | 79.68% | 81.65% | 89.66% | 81.99% | 89.60% | |
| Trains | Ambience and Assets | 84% | 75.54% | 76.03% | 79.96% | 79.57% | 82.72% | 78.37% | 80.11% |
| Cleanliness and Graffiti | 84% | 89.71% | 87.46% | 87.75% | 87.07% | 86.94% | 84.15% | 86.29% | |
| Information | 83% | 76.98% | 74.55% | 78.44% | 88.37% | 84.58% | 77.45% | 77.32% | |
| Customer Service | Staff Helpfulness | 65.88% | 75.21% | 72.38% | 84.88% | 81.50% | 82.63% | 81.50% | |
| Online Information | 74.01% | 86.51% | 78.47% | 65.15% | 65.71% | 85.71% | 87.90% | ||
End of Year scores
| Rail Year - 2024 | ||
|---|---|---|
| Station | Station Ambience and Assets | 73.06% |
| Station Cleanliness and Graffiti | 73.25% | |
| Station Information | 53.91% | |
| Station Ticketing and Staffing | 83.81% | |
| Trains | Train Ambience and Assets | 78.10% |
| Train Cleanliness and Graffiti | 86.19% | |
| Train Information | 76.21% | |
| Customer Service | Customer Service Staff Helpfulness | 76.25% |
| Customer Service Online Information | 68.40% |
Rail Year 2023
| Component | Area | Benchmark 2022/23 | 2022/P1 | 2022/P2 | 2022/P3 | 2022/P4 | 2022/P5 | 2022/P6 |
|---|---|---|---|---|---|---|---|---|
| 01/04/22 | 01/05/22 | 29/05/22 | 25/06/22 | 24/07/22 | 21/08/22 | |||
| 30/04/22 | 28/05/22 | 25/06/22 | 23/07/22 | 20/08/22 | 17/09/22 | |||
| Station | Ambience and Assets | 81% | 83.13% | 81.99% | 77.95% | 77.92% | 75.14% | 82.61% |
| Cleanliness and Graffiti | 75% | 71.02% | 66.02% | 68.69% | 71.48% | 72.66% | 79.86% | |
| Information | 70% | 61.10% | 54.72% | 50.21% | 51.85% | 52.74% | 55.79% | |
| Ticketing & Staffing | 93% | 83.31% | 90.39% | 94.19% | 92.40% | 98.00% | 93.07% | |
| Trains | Ambience and Assets | 84% | 87.44% | 85.53% | 79.50% | 83.31% | 83.52% | 83.60% |
| Cleanliness and Graffiti | 84% | 84.99% | 83.53% | 77.54% | 82.14% | 85.20% | 87.68% | |
| Information | 83% | 61.19% | 54.23% | 55.32% | 46.54% | 46.86% | 54.73% | |
| Customer Service | Staff Helpfulness | 73.82% | 73.85% | 81.67% | 73.06% | 75.25% | 81.50% | |
| Online Information | 47.22% | 48.65% | 48.57% | 43.06% | 50.00% | 45.83% | ||
| Component | Area | Benchmark 2022/23 | 2022/P7 | 2022/P8 | 2022/P9 | 2022/P10 | 2023/P11 | 2023/P12 | 2023/P13 |
|---|---|---|---|---|---|---|---|---|---|
| 18/09/22 | 16/10/22 | 13/11/22 | 11/12/22 | 08/01/23 | 05/02/23 | 05/03/23 | |||
| 15/10/22 | 12/11/22 | 10/12/22 | 07/01/23 | 04/02/23 | 04/03/23 | 31/03/23 | |||
| Station | Ambience and Assets | 81% | 79.88% | 75.59% | 81.97% | 79.98% | 73.15% | 84.15% | |
| Cleanliness and Graffiti | 75% | 74.55% | 77.13% | 75.70% | 86.79% | 78.50% | 79.38% | ||
| Information | 70% | 54.59% | 52.72% | 52.25% | 61.84% | 54.21% | 59.58% | ||
| Ticketing & Staffing | 93% | 92.94% | 89.67% | 92.10% | 88.12% | 87.37% | 94.64% | ||
| Trains | Ambience and Assets | 84% | 85.62% | 84.90% | 84.94% | 81.38% | 82.65% | 81.12% | 78.59% |
| Cleanliness and Graffiti | 84% | 89.62% | 88.68% | 86.24% | 91.04% | 87.66% | 84.24% | 85.56% | |
| Information | 83% | 47.60% | 50.53% | 51.88% | 39.47% | 53.73% | 67.11% | 67.24% | |
| Customer Service | Staff Helpfulness | 80.19% | 78.48% | 79.00% | 76.46% | 80.63% | 80.38% | 82.13% | |
| Online Information | 47.22% | 47.22% | 48.61% | 47.14% | 41.67% | 48.61% | 50.00% | ||
End of Year scores
| Rail Year - 2023 | ||
|---|---|---|
| Station | Station Ambience and Assets | 78.62% |
| Station Cleanliness and Graffiti | 75.04% | |
| Station Information | 54.12% | |
| Station Ticketing and Staffing | 90.72% | |
| Trains | Train Ambience and Assets | 83.27% |
| Train Cleanliness and Graffiti | 85.84% | |
| Train Information | 51.41% | |
| Customer Service | Customer Service Staff Helpfulness | 78.20% |
| Customer Service Online Information | 47.22% |
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