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Customer service targets

Can the time you spend on board our trains and in our stations be even better? We think so. See what we’re doing to improve your experience along each step of your journey.

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