Performance Delivery Reporting
East Coast: how are we doing? Period 2 (2 April - 29 May 2010)
The purpose of this notice is to give you an update of how we are performing against some of our key measures:
Train punctuality:
This is measured by 'Public Performance Measure' (PPM). This shows the % of planned train services that were less than 10 minutes late at destination.
| This Period’s PPM |
Target PPM
for this period |
Last period’s PPM |
Moving annual
average PPM |
| 88.8% |
89% |
86.4% |
86.8% |
Train reliability:
This shows the % of train services that were cancelled.
| Cancellations |
Target for this period |
Moving annual average
(per period) |
| 1.2% |
2.5% |
2.1% |
Customer Service Delivery:
This is measured by an independent team of 'mystery shoppers'. They measure standards of service delivered by our staff on trains and at our stations ('people'), the standards by which we maintain our trains ('train presentation') and stations ('station presentation').
| Area |
This period's score |
Previous period |
Target per period |
| Train presentation |
91.43% |
90.97% |
80% |
| Station presentation |
92.15% |
91.71% |
90% |
| People |
90.67% |
89.56% |
90% |
Customer satisfaction:
This is measured by the National Passenger Survey (NPS). This survey covers all train operating companies (TOCs) in the UK, and is published twice a year. The latest results are taken from the Autumn 2009 survey.
Overall customer
satisfaction |
Previous survey
(Spring 2009) |
Average for long
distance TOC's |
| 89% |
87% |
87% |