Performance

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.

Yearly targets

Daily performance report

Rail period performance report

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).

Yearly targets

Latest NRPS results for Great Northern

Latest NRPS results for Thameslink

Latest QuEST results

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.

Read our Joint Improvement Plan

Read our latest update