How we measure our customer service performance, and what we’re doing to improve it.
Our goals
To measure our customer service performance we use a score called the Passenger Experience Metric (PEM). This is made up of a range of inputs, including our train and station audits and National Rail Passenger Survey results.
We aim to improve our PEM score every year. Our targets are:
We report on the most recent results in every issue of our Connections newsletter.
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