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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 
 Stations: Ambience and Assets 75%  62.43% 
 Stations: Cleanliness and Graffiti 67%  34.12% 
 Stations: Information 74%  43.86% 
 Stations: Ticketing and Staffing 84%  67.72% 
 Onboard: Ambience and Assets 83%  64.52% 
 Onboard: Cleanliness and Graffiti 80%  73.62% 
 Onboard: Information 85%  73.08% 
 Customer Service: Staff Helpfulness 91%  94.95% 
 Customer Service: Online Information 91%  92.50% 

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%

Download Service Quality Regime results 2023 PDF

Download Service Quality Regime results 2024 PDF