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Last updated: 18:49

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  P09  P10  P11 P12  P13  P01 
 Stations: Ambience and Assets  91% 69.53%  77.76%   71.70% 70.25%  72.77%  69.08% 
 Stations: Cleanliness and Graffiti  86% 47.02%  56.13%   44.30% 48.22%  39.35%  42.41%
 Stations: Information  92%  66.59% 73.60%   63.93% 70.99%  65.52%  68.48% 
 Stations: Ticketing and Staffing  85%  77.20% 79.65%   74.21% 71.54%  67.98%  66.60% 
 Onboard: Ambience and Assets*  91%  90.34% 89.09%   92.78% 90.16%  86.90%  84.62% 
 Onboard: Cleanliness and Graffiti*  88% 90.74%  89.49%   92.59% 89.65%  89.02%  83.66% 
 Onboard: Information*  85% 88.23%  84.81%   89.18% 87.33%  83.43%  84.47% 
 Customer Service: Staff Helpfulness  91% 81.36%  82.38%   80.76% 90.00%  74.80%  74.88% 
 Customer Service: Online Information  95% 60.00%  54.17%   45.00% 47.50%  47.50%  50.00% 
*For onboard, rectification evidence is currently not included in the calculation, which may make the scores higher than anticipated.
From period 13, the onboard rectification evidence has been included in the scores and calculated manually by Southeastern.

Southeastern's Annual Service Quality Area Results:

These results will be published by mid-March of every year – no annual results are currently available.
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