Train service performance
As a rail traveller, one of your top priorities is a reliable train service. We have set performance targets for the whole franchise that commit us to providing a service you can depend on.
Customer service performance
We have also set yearly Passenger Experience Metric (PEM) targets for customer satisfaction. We measure our performance by combining our scores from the independent, twice-yearly National Rail Passenger Survey (NRPS) results and our audit, Quality Experience on Stations and Trains (QuEST).
Addressing the performance issues on Thameslink and Southern
Network Rail and Govia Thameslink Railway (GTR) are working together to improve performance on one of the most congested railways in the country.
Our passengers have not been getting the service they expect from us and are understandably feeling increasingly frustrated. We share this frustration and Network Rail and GTR have published a joint improvement plan which sets out what we are doing across six key areas – infrastructure, trains, timetable, drivers, operations and customer experience.
We will continue to provide updates every four weeks.