Customer service targets

We have set yearly Passenger Experience Metric (PEM) targets for customer satisfaction.

Our annual PEM targets are:

  • 2014 - 75%
  • 2015 - 76%
  • 2016 - 80%
  • 2017 - 82%
  • 2018 - 83%
  • 2019 - 84%
  • 2020 - 84%
  • 2021 - 84%

We will keep to these targets by:

  • Redeveloping Luton and St Albans stations
  • Staffing 101 of our larger stations from first to last train
  • Improving shops and cafes on all stations
  • Increasing the numbers of security staff at stations and upgrading CCTV
  • Installing Wi-Fi at 104 stations
  • Introducing new train fleets
  • Improving cleaning on trains
  • Acting on customer feedback

We will report on how we are performing against our customer satisfaction targets twice a year on this website and in our Connections customer report.