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.