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- Monthly Performance Figures
Since the beginning of our franchise we've seen a steady rise in our performance from 84% to over 91% and as a result an extra 13,000 passengers now arrive at their destination on time everyday. In 2010 our consistently improving performance helped us win an automatic extension to our franchise.
We will continue to aim for improved standards of punctuality and reliability and publish our reliability and punctuality figures for the previous four weeks and year at all staffed stations every four weeks. Our reliability commitment requires us to operate at least 99% of services. Our punctuality standards are that at least 91 out of every 100 trains (91%) will arrive at their final destination on time*.
Public Performance Measure (PPM) is the performance measurement for UK railways. PPM takes into account cancellations and all causes of delays and combines figures for punctuality and reliability into a single performance measure. To achieve PPM, a train must:
PPM is measured:
Performance may vary from one month to another and so we are required to report our PPM as a Moving Annual Average (MAA) which is the average calculated performance over the previous 13 periods.
Unfortunately things don't always go to plan. The following incidents caused significant delay and cancellation:
Our overall performance this period was excellent however we suffered large amounts of delay due to the failure of Network Rail signalling equipment. Over the course of the four week period 717 of our services were delayed due to these problems with a total of 4863 minutes of delay caused and 83 trains cancelled. The largest incidents were at Bolton and Liverpool Lime Street which each caused over 1500 minutes of delay. Network Rail have plans in place to improve the reliability of these key assets.
Our Passenger's Charter figures differ slightly from the Public Performance Measure (PPM). Certain causes of delay that are outside of our control and are not included when calculating punctuality and reliability performance for compensation purposes. These include vandalism, security alerts, and exceptionally severe weather conditions where no special pre-advertised emergency timetable has been in operation. In addition Sundays are not included for the purpose of calculating punctuality and reliability performance for our Passenger's Charter.
NO Season Ticket Discounts apply between: 5 May 2013 - 1 June 2013
All our Service Groups exceed the levels required.
* The number of trains arriving within 5 or 10 minutes of the time shown in our timetables as detailed in our charter.
Northern Rail Performance Figures - Four week period ending 27 April 2013. (160KB)
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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 Units (PMUs)||Service Quality|
|Lancashire & Cumbria||86.8%||89.6%|
|Manchester & Liverpool||86.6%||90.3%|
|South & East Yorkshire||89.9%||96.0%|
|Tyne Tees & Wear||85.8%||93.6%|
|West & North Yorkshire||87.3%||88.0%|