Monthly Performance Figures

The quality of Northern's trains and stations for the 4 weeks up to 21 August 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	83.5%	90.4%
Manchester & Liverpool	83.0%	88.5%
South & East Yorkshire	89.2%	91.8%
Tyne Tees & Wear	86.0%	92.8%
West & North Yorkshire	85.1%	86.8%

Customer complaints for the period:

This year: 1643
Last year: 1705

How Northern's trains have run for the 4 weeks up to 21 August 2010

Northern operated 58884 train services, 56211 of these of them were on time.*

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

29 July - Points Failure - Leeds
31 July - External Fire - Rotherham Area
2 August - Overhead Wire Failure - Shipley
9 August - Cable Theft - Leeds
11 August - Signalling Failure - Bradford

We continue to work with Network Rail and British Transport Police to tackle attacks on signalling equipment, which resulted in 104 cancellations and 3857 minutes delay this period.

NO Season Ticket Discounts apply between: Sunday 29 August 2010 - Saturday 25 September 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.