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Service Quality
We regularly set new goals to deliver a reliable and excellent service.
What is Service Quality Regime?
Southeastern’s Service Quality Regime (SQR) monitors the service we provide on board of our trains and at our stations, through a mixture of mystery shopping and auditing, which measures key aspects of facilities and customer service. This helps us to identify areas of opportunities and to improve the overall experience at Southeastern.
We are scored per railway period of 4 weeks and against benchmarks set by the Department for Transport, this is for each Service Quality Area outlined below.
We will publish our most recent scores every 4 weeks.
Southeastern's Latest Service Quality Area Results:
| Service Quality Area | Benchmark | P01 | P02 | P03 | P04 | P05 | P06 | P07 | P08 |
|---|---|---|---|---|---|---|---|---|---|
| Stations: Ambience and Assets | 75% | 62.43% | 64.08% | 64.09% | 67.39% | 60.08% | 66.98% | 63.95% | 64.67% |
| Stations: Cleanliness and Graffiti | 67% | 34.12% | 35.86% | 42.11% | 48.64% | 37.68% | 46.18% | 52.16% | 50.91% |
| Stations: Information | 74% | 43.86% | 50.58% | 59.22% | 57.85% | 57.12% | 62.02% | 64.00% | 54.53% |
| Stations: Ticketing and Staffing | 84% | 67.72% | 74.15% | 74.45% | 68.09% | 78.89% | 69.73% | 66.10% | 77.65% |
| Onboard: Ambience and Assets | 83% | 64.52% | 68.40% | 74.58% | 78.84% | 78.09% | 77.15% | 74.66% | 83.02% |
| Onboard: Cleanliness and Graffiti | 80% | 73.62% | 80.58% | 80.31% | 81.48% | 79.936% | 83.43% | 80.56% | 83.54% |
| Onboard: Information | 85% | 73.08% | 72.52% | 80.01% | 84.91% | 82.91% | 83.93% | 84.62% | 84.32% |
| Customer Service: Staff Helpfulness | 91% | 94.95% | 97.75% | 94.95% | 87.93% | 88.03% | 95.42% | 90.64% | 92.62% |
| Customer Service: Online Information | 91% | 92.50% | 100% | 95.00% | 100% | 97.50% | 100% | 97.50% | 97.50% |
Southeastern's Annual Service Quality Area Results:
| Service Quality Area | SQR Benchmark For RSP Year 2022/23 | Pass Rate For RSP Year 2022/23 | SQR Benchmark For RSP Year 2023/24 | Pass Rate for RSP Year 2023/24 |
|---|---|---|---|---|
| Stations: Ambience and Assets | 91% | 62.01% | 70% | 60.63% |
| Stations: Cleanliness and Graffiti | 86% | 39.02% | 54% | 39.95% |
| Stations: Information | 92% | 59.86% | 68% | 47.91% |
| Stations: Ticketing and Staffing | 85% | 57.69% | 65% | 59.19% |
| Onboard: Ambience and Assets | 91% | 78.25% | 80% | 76.50% |
| Onboard: Cleanliness and Graffiti | 88% | 75.00% | 76% | 73.32% |
| Onboard: Information | 85% | 78.08% | 85% | 69.31% |
| Customer Service: Staff Helpfulness | 91% | 85.12% | 91% | 94.34% |
| Customer Service: Online Information | 95% | 88.52% | 91% | 93.09% |