Train operating company performance and passenger satisfaction – Autumn 2014

27 January 2015

There are three charts for each train company:

• actual punctuality of services alongside passenger satisfaction with levels of punctuality (this is the large chart)
• punctuality of the train company and its sub-routes
• the percentage of services that were cancelled or were ‘significantly’ late (i.e. over 30 minutes late).

There are different measure of punctuality used in the charts:

• PPM: this is the ‘Public Performance Measure’ and is the percentage of trains arriving at their final destination within 5 minutes of their scheduled arrival time (within 10 minutes for long-distance services).
• Right Time: Right-time punctuality shows the proportion of trains that arrive at final destination “right time”, defined as early or within one minute of the scheduled arrival time.

There are also two different ways of collating PPM and Right Time data

• MAA: the Moving Annual Average (MAA) reflects the proportion of trains on time in the past 12 months.
• Period: the proportion of trains on time in a four-week period (the railway operates on 13 four-week periods per year).