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Service quality

Independent internal audits of our train and station facilities help guide our improvement planning. Learn more about the process and see our results here.

Service Quality Regime results

Download the PDFs for each railway period below

Period 6 - 20 August to 16 September 2023

Period 5 - 23 July to 19 August 2023

Period 4 - 25 June to 22 July 2023

Period 3 - 28 May to 24 June 2023

Period 2 - 30 April to 27 May 2023

Period 1 - 1 April to 29 April 2023

What is Service Quality Regime?

Service Quality Regime (SQR) monitors the service we provide at our stations and on board our trains. Key aspects of facilities and customer service are measured through a mixture of mystery shopping and inspections.

Scores are published per railway period of 4 weeks and against benchmarks set by the Department for Transport.

*The scores are for GTR (Govia Thameslink Railway) a railway operator, managing Southern, Thameslink, Great Northern and Gatwick Express