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Customer service targets

How we measure our customer service performance, and what we’re doing to improve it.

Our goals

To measure our customer service performance we use a score called the Passenger Experience Metric (PEM). This is made up of a range of inputs, including our train and station audits and National Rail Passenger Survey results

We aim to improve our PEM score every year. Our targets are: 

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

We report on the most recent results in every issue of our Connections newsletter