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Last updated: 21:07

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 (P1 - P3) P01 P02 P03 
 Stations: Ambience and Assets  70% 64.84%  62.01%  62.37% 
 Stations: Cleanliness and Graffiti  48% 38.03%  39.45% 43.65% 
 Stations: Information  68% 47.56%  46.83%  42.88% 
 Stations: Ticketing and Staffing  65% 65.98%  57.45% 56.97% 
 Onboard: Ambience and Assets  80% 83.24%  85.00% 85.00% 
 Onboard: Cleanliness and Graffiti  76%  77.64% 79.36%  77.70% 
 Onboard: Information  77% 70.85%  63.14%  70.59% 
 Customer Service: Staff Helpfulness  91% 89.99%  98.46%  91.00% 
 Customer Service: Online Information  91% 73.59%  92.95%  79.62% 

 Service Quality Area Benchmark (P4 - ) P4  P5  P6  P7  P8 
 Stations: Ambience and Assets  70% 62.57%  57.00%  58.38%  57.57%  58.02% 
 Stations: Cleanliness and Graffiti  54% 38.09%  41.69% 45.87%  38.10%   45.93%
 Stations: Information  68%  48.59%  43.17%  45.08%  51.70%   48.78%
 Stations: Ticketing and Staffing  65%  60.07%  52.79%  62.28%  62.53%  62.59% 
 Onboard: Ambience and Assets  80%  86.42% 84.04%  77.22%  74.21% 71.10% 
 Onboard: Cleanliness and Graffiti  76%   77.71%  76.39%  67.37%  68.97%  74.20% 
 Onboard: Information  85%   76.81% 82.04%  64.78%  65.83% 65.59% 
 Customer Service: Staff Helpfulness  91%  94.88%  98.00%  96.55%  89.87%   91.09%
 Customer Service: Online Information  91% 95.71%  90.00%  95.00%  96.15%  93.75% 

Download Service Quality Regime results 2023 PDF

Southeastern's Annual Service Quality Area Results:

 Service Quality Area SQR Benchmark For RSP Year 2022/23  Pass Rate for RSP Year 2022/23
 Stations: Ambience and Assets 91%   62.01%
 Stations: Cleanliness and Graffiti 86%   39.02%
 Stations: Information 92%   59.86%
 Stations: Ticketing and Staffing 85%   57.69%
 Onboard: Ambience and Assets 91%   78.25%
 Onboard: Cleanliness and Graffiti 88%   75.00%
 Onboard: Information 85%   78.08%
 Customer Service: Staff Helpfulness 91%   85.12%
 Customer Service: Online Information 95%   88.52%

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