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 2024-25 scores
| Service Quality Regime (SQR) | Service quality area | Benchmark | Period 1 01/04/24 to 27/04/24 |
Period 2 28/04/24 to 25/05/24 |
Period 3 26/05/24 to 22/06/24 |
Period 4 23/06/24 to 20/07/24 |
Period 5 21/07/24 to 17/08/24 |
Period 6 18/08/24 to 14/09/24 |
Period 7 15/09/24 to 12/10/24 |
|---|---|---|---|---|---|---|---|---|---|
| Stations | Ambience and assets | 74.00% | 71.46% | 67.18% | 77.02% | 65.95% | 69.13% | 74.15% | 70.26% |
| Stations | Cleanliness and graffiti | 70.00% | 53.52% | 57.24% | 56.89% | 51.39% | 58.94% | 66.50% | 62.85% |
| Stations | Information | 68.00% | 70.08% | 68.35% | 71.82% | 67.39% | 71.11% | 70.48% | 69.91% |
| Stations | Ticketing and staffing | 78.00% | 83.52% | 89.10% | 85.35% | 78.70% | 93.46% | 97.50% | 90.19% |
| Trains | Ambience and assets | 86.00% | 90.62% | 88.68% | 90.85% | 87.65% | 88.21% | 90.22% | 89.99% |
| Trains | Cleanliness and graffiti | 84.00% | 83.41% | 80.02% | 76.59% | 76.57% | 75.03% | 72.78% | 76.79% |
| Trains | Information | 79.00% | 83.99% | 81.76% | 77.02% | 85.44% | 83.02% | 83.28% | 81.20% |
| Customer service | Staff helpfulness | 86.00% | 89.72% | 82.02% | 88.67% | 90.52% | 80.36% | 90.10% | 88.79% |
| Customer service | Online information | 94.00% | 100.00% | 98.50% | 98.50% | 95.00% | 98.50% | 95.50% | 98.50% |
All data is subject to change.