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 Annual Service Quality Area Results:
| Stations: Ambience and Assets |
91% |
62.01% |
70% |
60.63% |
75% |
66.13% |
| Stations: Cleanliness and Graffiti |
86% |
39.02% |
54% |
39.95% |
67% |
46.90% |
| Stations: Information |
92% |
59.86% |
68% |
47.91% |
74% |
59.68% |
| Stations: Ticketing and Staffing |
85% |
57.69% |
65% |
59.19% |
84% |
74.59% |
| Onboard: Ambience and Assets |
91% |
78.25% |
80% |
76.50% |
83% |
76.46% |
| Onboard: Cleanliness and Graffiti |
88% |
75.00% |
76% |
73.32% |
80% |
80.30% |
| Onboard: Information |
85% |
78.08% |
85% |
69.31% |
85% |
82.91% |
| Customer Service: Staff Helpfulness |
91% |
85.12% |
91% |
94.65% |
91% |
92.24% |
| Customer Service: Online Information |
95% |
88.52% |
91% |
95.93% |
91% |
98.08% |
Download Service Quality Regime results 2025 PDF
Download Service Quality Regime results 2024 PDF
Download Service Quality Regime results 2023 PDF
