Monthly Performance Figures

The quality of Northern's trains and stations for the 4 weeks up to 24 July 2010

Northern doesn't just measure its train running performance. We will also tell you the results of our Service Quality Audits which we undertake in conjunction with the Passenger Transport Executives. This is a regular measure of the standards that Northern's customers expect on trains, on stations or in ticket offices every day. This covers such things as information provision, posters and signage, interior and exterior cleanliness, announcements, information screens, washrooms and shelters. We will also tell you how many customer contacts we have received.

Performance Monitoring Unit (PMU's)	Service Quality
Performance Monitoring Unit (PMU's)	Trains	Stations
Lancashire & Cumbria	83.9%	89.9%
Manchester & Liverpool	80.8%	88.5%
South & East Yorkshire	88.7%	91.5%
Tyne Tees & Wear	87.4%	93.1%
West & North Yorkshire	84.5%	85.3%

Customer complaints for the period:

This year: 1751
Last year: 1958

How Northern's trains have run for the 4 weeks up to 24 July 2010

Northern operated 58909 train services, 56335 of these of them were on time.*

Unfortunately things don't always go to plan. The following incidents caused significant delay and cancellation:

01 July - Signalling Failure - Manchester
01 July - Northern Unit Failure - Dodworth
02 July - Cable Theft - Castleford
14 July - Object on Overhead Line - Menston
22 July - Track Circuit Failure - Liverpool

We continue to work with Network Rail and British Transport Police to tackle attacks on signalling equipment, which resulted in 80 cancellations and 3322 minutes delay this period.

NO Season Ticket Discounts apply between: Sunday 31 July 2010 - Friday 27 August 2010
All our Service Groups exceed the levels required.

* The number of trains arriviving within 5 or 10 minutes of the time shown in our timetables as detailed in our charter.