Key business performance indicators
At CrossCountry we are keen to provide you with as much information as we can about our services and how we're doing
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Your journey
Going departing after
Below you will find information on our service performance. This includes lateness of our trains, number of trains ran, our timekeeping performance and how we performed in the latest NRPS surveys. Our performance figures are published on a four weekly basis called rail periods. Period 1 begins on 10th January for 2021.
- National Rail Passenger Survey Results
- My journey
- Service Quality Regime Results
- Introducing the Customer Information Pledges
- Stakeholder Engagement Strategy
National Rail Passenger Survey
Spring 2020 Results
Transport Focus, the independent body which monitors the quality of transport services, consults 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS) – a network-wide picture of customer satisfaction with rail travel. Opinions of train services are collected twice a year from a representative sample of journeys.
CrossCountry has targets for 2020. This is based on an average of our performance in two surveys (Spring and Autumn 2020). The Spring results were released in July 2020 and the Autumn results will be later this year.
|
Inter-city* Results (North-South) |
2020 Target % |
2020 Performance % |
|
Overall satisfaction |
N/A |
85.5 |
|
Customer Service |
70.5 |
70.5 |
|
Train |
74.8 |
75.4 |
|
Inter-Regional** Results (East-West) |
2020 Target % |
2020 Performance % |
|
Overall satisfaction |
N/A |
82 |
|
Customer Service |
66 |
60 |
|
Train |
71 |
70 |
The Spring 2020 survey took place between 27 January and 17 March 2020. You can view a more detailed summary of CrossCountry's results here.
The Autumn 2019 survey took place between 2 September and 10th November 2019. You can view a more detailed summary of CrossCountry's results here.
* Inter-city services are CrossCountry trains operating between Edinburgh and Plymouth, Bournemouth and Manchester, Newcastle and Reading.
**Inter-regional services are CrossCountry trains operating between Birmingham and Stansted, Cardiff and Nottingham, Birmingham and Leicester.
My journey
Public Performance Measurement (PPM) is the number of our services reaching their destination 'on time'. On time is defined as within five minutes for Regional and ten minutes for Long Distance trains.
Punctuality last 4 weeks
Punctuality last 12 months
Train performance
| PPM Figures | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2021 | ||||||
| Period 6 | 2249 | 88.3% | 3442 | 89.9% | 5691 | 89.2% |
| Period 7 | 2109 | 83.5% | 3407 | 91.4% | 5516 | 88.2% |
| Period 8 | 2060 | 83.1% | 3502 | 93.6% | 5562 | 89.4% |
| Period 9 | 2256 | 87.6% | 3429 | 93.3% | 5685 | 91.0% |
| Period 10 | 2287 | 87.9% | 3504 | 93.2% | 5791 | 91.0% |
| Period 11 | 2223 | 89.0% | 2711 | 94.0% | 4934 | 91.7% |
| Period 12 | 1915 | 80.0% | 2421 | 87.5% | 4336 | 84.0% |
| Period 13 | 2025 | 86.5% | 2858 | 92.7% | 4883 | 90.0% |
| 2022 | ||||||
| Period 1 | 2205 | 83.4% | 3063 | 90.8% | 5268 | 87.6% |
| Period 2 | 2204 | 86.0% | 3061 | 90.6% | 5265 | 88.6% |
| Period 3 | 2044 | 81.2% | 2714 | 83.2% | 4758 | 82.3% |
| Period 4 | 1929 | 69.7% | 2773 | 76.8% | 4702 | 73.7% |
| Period 5 | 1712 | 72.3% | 2325 | 79.5% | 4037 | 76.2% |
Cancellation Figures
| Cancellation Figures | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2021 | ||||||
| Period 6 | 136 | 5.3% | 220 | 5.7% | 356 | 5.6% |
| Period 7 | 144 | 5.7% | 150 | 4.0% | 294 | 4.7% |
| Period 8 | 131 | 5.3% | 110 | 2.9% | 241 | 3.9% |
| Period 9 | 92 | 3.6% | 87 | 2.4% | 179 | 2.9% |
| Period 10 | 84 | 3.2% | 89 | 2.4% | 173 | 2.7% |
| Period 11 | 85 | 3.4% | 46 | 1.6% | 131 | 2.4% |
| Period 12 | 176 | 7.4% | 139 | 5.0% | 315 | 6.1% |
| Period 13 | 81 | 3.5% | 94 | 3.0% | 175 | 3.2% |
| 2022 | ||||||
| Period 1 | 131 | 5.0% | 157 | 4.7% | 288 | 4.8% |
| Period 2 | 109 | 4.3% | 177 | 5.2% | 286 | 4.8% |
| Period 3 | 122 | 4.8% | 316 | 9.7% | 438 | 7.6% |
| Period 4 | 291 | 10.5% | 516 | 14.3% | 807 | 12.7% |
| Period 5 | 153 | 6.5% | 228 | 7.8% | 381 | 7.2% |
Right Time Railway
| Right Time Figures | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2021 | ||||||
| Period 6 | 1333 | 52.3% | 2137 | 55.8% | 3470 | 54.4% |
| Period 7 | 1200 | 47.5% | 2046 | 54.9% | 3246 | 51.9% |
| Period 8 | 1133 | 45.7% | 2238 | 59.8% | 3371 | 54.2% |
| Period 9 | 1177 | 45.7% | 2189 | 59.5% | 3366 | 53.9% |
| Period 10 | 1150 | 44.2% | 1988 | 52.9% | 3138 | 49.3% |
| Period 11 | 1328 | 52.8% | 1618 | 56.1% | 2936 | 54.6% |
| Period 12 | 1039 | 43.4% | 1365 | 49.3% | 2404 | 46.6% |
| Period 13 | 1136 | 48.5% | 1768 | 57.4% | 2904 | 53.5% |
| 2022 | ||||||
| Period 1 | 1238 | 46.8% | 1929 | 57.2% | 3167 | 52.6% |
| Period 2 | 1226 | 47.8% | 1704 | 50.4% | 2930 | 49.3% |
| Period 3 | 1130 | 44.9% | 1493 | 45.8% | 2623 | 45.4% |
| Period 4 | 889 | 32.1% | 1192 | 33.0% | 2081 | 32.6% |
| Period 5 | 764 | 32.2% | 907 | 31.0% | 1671 | 31.6% |
Cancellation & Significant Lateness Figures
| Cancellation & Significant Lateness Figures | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2021 | ||||||
| Period 6 | 136 | 5.3% | 220 | 5.7% | 356 | 5.6% |
| Period 7 | 219 | 8.7% | 171 | 4.6% | 390 | 6.2% |
| Period 8 | 218 | 8.8% | 130 | 3.5% | 343 | 5.6% |
| Period 9 | 136 | 5.3% | 107 | 2.9% | 243 | 3.9% |
| Period 10 | 132 | 5.1% | 113 | 3.0% | 245 | 3.9% |
| Period 11 | 117 | 4.7% | 58 | 2.0% | 175 | 3.3% |
| Period 12 | 285 | 11.9% | 180 | 6.5% | 465 | 9.0% |
| Period 13 | 128 | 5.5% | 113 | 3.7% | 241 | 4.4% |
| 2022 | ||||||
| Period 1 | 199 | 7.5% | 171 | 5.1% | 370 | 6.1% |
| Period 2 | 149 | 5.8% | 189 | 5.6% | 338 | 5.7% |
| Period 3 | 230 | 9.1% | 356 | 10.9% | 586 | 10.1% |
| Period 4 | 463 | 16.7% | 551 | 15.3% | 1014 | 15.9% |
| Period 5 | 306 | 12.9% | 269 | 9.2% | 575 | 10.9% |
Trains delayed between 30-59 minutes
| Delays Between 30 - 59 minutes | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2021 | ||||||
| Period 6 | 39 | 1.5% | 24 | 0.6% | 63 | 1.0% |
| Period 7 | 60 | 2.4% | 19 | 0.5% | 79 | 1.3% |
| Period 8 | 73 | 2.9% | 19 | 0.5% | 92 | 1.5% |
| Period 9 | 32 | 1.2% | 14 | 0.4% | 46 | 0.7% |
| Period 10 | 39 | 1.5% | 21 | 0.6% | 60 | 0.9% |
| Period 11 | 26 | 1.0% | 5 | 0.2% | 31 | 0.6% |
| Period 12 | 83 | 3.5% | 37 | 1.3% | 120 | 2.3% |
| Period 13 | 38 | 1.6% | 18 | 0.6% | 56 | 1.0% |
| 2022 | ||||||
| Period 1 | 66 | 2.5% | 13 | 0.4% | 79 | 1.3% |
| Period 2 | 35 | 1.4% | 12 | 0.4% | 47 | 0.8% |
| Period 3 | 84 | 3.3% | 30 | 0.9% | 114 | 2.0% |
| Period 4 | 144 | 5.2% | 32 | 0.9% | 176 | 2.8% |
| Period 5 | 142 | 6.0% | 37 | 1.3% | 179 | 3.4% |
Trains delayed between 60 - 119 minutes
| Delays Between 60 - 119 minutes | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2021 | ||||||
| Period 6 | 9 | 0.4% | 2 | 0.1% | 11 | 0.2% |
| Period 7 | 13 | 0.5% | 1 | 0.0% | 14 | 0.2% |
| Period 8 | 13 | 0.5% | 1 | 0.0% | 14 | 0.2% |
| Period 9 | 12 | 0.5% | 6 | 0.2% | 18 | 0.3% |
| Period 10 | 6 | 0.2% | 3 | 0.1% | 9 | 0.1% |
| Period 11 | 4 | 0.2% | 6 | 0.2% | 28 | 0.5% |
| Period 12 | 24 | 1.0% | 4 | 0.1% | 28 | 0.5% |
| Period 13 | 9 | 0.4% | 1 | 0.0% | 10 | 0.2% |
| 2022 | ||||||
| Period 1 | 2 | 0.1% | 1 | 0.0% | 3 | 0.0% |
| Period 2 | 5 | 0.2% | 0 | 0.0% | 5 | 0.1% |
| Period 3 | 23 | 0.9% | 10 | 0.3% | 33 | 0.6% |
| Period 4 | 24 | 0.9% | 2 | 0.1% | 26 | 0.4% |
| Period 5 | 11 | 0.5% | 4 | 0.1% | 15 | 0.3% |
Trains delayed over 120 minutes
| Delays over 120 minutes | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2021 | ||||||
| Period 5 | 1 | 0.0% | 4 | 0.1% | 5 | 0.1% |
| Period 6 | 0 | 0.0% | 0 | 0.0% | 0 | 0.0% |
| Period 7 | 2 | 0.1% | 1 | 0.0% | 3 | 0.0% |
| Period 8 | 1 | 0.0% | 0 | 0.0% | 1 | 0.0% |
| Period 9 | 0 | 0.0% | 0 | 0.0% | 0 | 0.0% |
| Period 10 | 3 | 0.1% | 0 | 0.0% | 3 | 0.0% |
| Period 11 | 2 | 0.1% | 1 | 0.0% | 2 | 0.0% |
| Period 12 | 2 | 0.1% | 0 | 0.0% | 2 | 0.0% |
| Period 13 | 0 | 0.0% | 0 | 0.0% | 0 | 0.0% |
| 2022 | ||||||
| Period 1 | 0 | 0.0% | 0 | 0.0% | 0 | 0.0% |
| Period 2 | 0 | 0.0% | 0 | 0.0% | 0 | 0.0% |
| Period 3 | 1 | 0.0% | 0 | 0.0% | 1 | 0.0% |
| Period 4 | 4 | 0.1% | 1 | 0.0% | 5 | 0.1% |
| Period 5 | 0 | 0.0% | 0 | 0.0% | 0 | 0.0% |
Short Formation Figures
| Short Formation Figures | Inter-city* | Inter Regional* | Overall | |||
| Rail Period | Actual | % | Actual | % | Actual | % |
| 2021 | ||||||
| Period 6 | 3 | 0.1% | 12 | 0.3% | 15 | 0.2% |
| Period 7 | 12 | 0.5% | 14 | 0.4% | 26 | 0.4% |
| Period 8 | 2 | 0.1% | 3 | 0.1% | 5 | 0.1% |
| Period 9 | 3 | 0.1% | 20 | 0.4% | 23 | 0.4% |
| Period 10 | 2 | 0.1% | 4 | 0.1% | 6 | 0.1% |
| Period 11 | 87 | 3.6% | 11 | 0.4% | 98 | 1.9% |
| Period 12 | 79 | 3.3% | 10 | 0.4% | 89 | 1.7% |
| Period 13 | 68 | 2.9% | 6 | 0.2% | 74 | 1.4% |
| 2022 | ||||||
| Period 1 | 82 | 3.1% | 11 | 0.3% | 93 | 1.5% |
| Period 2 | 53 | 2.1% | 32 | 0.9% | 85 | 1.4% |
| Period 3 | 37 | 1.5% | 33 | 1.0% | 70 | 1.2% |
| Period 4 | 77 | 2.8% | 68 | 1.9% | 145 | 2.3% |
| Period 5 | 51 | 2.2% | 49 | 1.7% | 100 | 1.9% |
*Inter-city services are CrossCountry trains operating between Edinburgh and Plymouth, Bournemouth and Manchester, Newcastle and Reading.
Our Inter Regional services are CrossCountry trains operating between Birmingham and Stansted, Cardiff and Nottingham, Birmingham and Leicester.
Service Quality Regime Results
The quality of the service we provide to our customers is important to us, so we check our facilities and services regularly to ensure that we can take appropriate action to maintain our high standards.
These checks cover both the on-board environment and the service provided by our on-train and customer relations teams.
If you’re interested to find out more about what we are doing to improve the quality of our service, we publish a Customer Report twice a year which provides more detail of the actions we are taking and changes we have recently put in place.
|
Service Quality Area |
Period 1 01/04/22 – 30/04/22 |
Period 2 01/05/22 – 28/05/22 |
Period 3 29/05/22 – 25/06/22 |
Period 4 26/06/22 – 23/07/22 |
Period 5 24/07/22 – 20/08/22 |
|
Ambience & Assets |
39.30% |
35.27% |
36.98% |
46.93% |
54.09% |
| Cleanliness Includes exterior and interior cleanliness |
75.34% |
72.94% |
71.35% |
74.89% |
76.78% |
|
Information |
76.98% |
72.56% |
78.10% |
79.07% |
82.37% |
|
Information & Contact |
95.73% |
100.00% |
99.45% |
93.18% |
97.94% |
We’re continually adapting our Service Quality Regime, which may result in some of our previously published scores changing over time.
Introducing the Customer Information Pledges
When you travel with us, if things don’t go to plan, you need the best information as quickly as possible. Our customers tell us that there are things we could do better when things go wrong - and other operators across the industry are hearing this too. Please visit here for more information.