Our goals
To see where we are and set targets for where we want to be, we regularly measure our Passenger Experience Metric (PEM). We draw on a variety of information when calculating this figure, including our train and station audits and our National Rail Passenger Survey results.
We want to improve our customer satisfaction and see an increase in PEM every year. Our targets are:
- 2014 – 75%
- 2015 – 76%
- 2016 – 80%
- 2017 – 82%
- 2018 – 83%
- 2019 – 84%
- 2020 – 84%
- 2021 – 84%
Want to see how we’re doing? Check out the latest Connections newsletter.