- Home /
- Welcome to LNER /
- How was it for you?
How was it for you?
The independent view of how customers rate our performance.
LNER On Track customer report
To find out what we’re up to, and the improvements we’re making you can download a pdf copy of LNER On Track, our new customer report. You can also visit our get in touch page to request a copy from our Customer Services team.
Read the report hereWhat we're measuring
Service Quality
We’re committed to delivering a reliable, welcoming and comfortable experience every time you travel with us. Our Service Quality measures helps us monitor how well we’re performing across our trains and stations, focusing on the things that matter most to our customers - from well‑maintained facilities to great customer service.
Customer Satisfaction
To help us understand what we’re doing well and where we can do more, we regularly gather feedback through our Customer Satisfaction survey. This gives us direct insight into our customers’ experiences - from the ease of planning a journey to how people feel on board. Your feedback plays a key role in shaping improvements, helping us create journeys that feel more comfortable, more reliable and more enjoyable.
How we measure performance
Our performance is reported in four‑week periods, with 13 periods making up each reporting year. The year begins in April (Period 1), and we publish the latest results here as soon as they’re available - usually around two weeks after each period ends. Each period, we review how we’re performing across key Service Quality and Customer Satisfaction areas. This helps us understand where we’re delivering well and where we can continue to improve.
DfT Targets and KPIs
As part of our Service Agreement with the Department for Transport, we work towards a range of operational Targets and Key Performance Indicators (KPIs). These guide our focus and ensure we’re delivering the standards our customers and communities expect. In the ‘What We’re Measuring’ section below, you’ll find the Targets we have committed to - along with how we’re performing against them.
LNER's Period 10 Performance on Service Quality
LNER's performance was below the Department for Transport (DfT) target level for Station Cleanliness during Period 10 of Financial Year 2025-26 which ran from 07 December 2025 to 03 January 2026. These targets are included in the Services Agreement between LNER and DfT. Service Quality data is reported with a delay of 4-weeks (one rail period).
Performance Commentary
As we've seen a dip in our Period 10 station cleanliness scores, we want to explain what’s behind this and what we’re doing to put things right. The recent launch of our new cleaning contract brought a lot of change, including updated systems and brand new equipment. Some parts of this transition are still bedding in. Features like Proof of Presence and improved audit and reporting tools take a little time to settle before they can deliver their full benefits. We’ve also introduced our new East Coast Mainline Timetable, along with an increase in contracted cleaning hours and additional recruitment. This has been more challenging in some areas - particularly in the North and the Edinburgh/Newcastle region - where staffing and mobilisation took longer to stabilise. This impacted audit scores in those locations, while our Central and South stations continued to perform strongly throughout the rollout.
Action Plan
The good news is that the issues in the North have now been addressed, supported by a Performance Improvement Plan. Early Period 11 results show that staffing levels are now aligned to requirements, and cleanliness scores in the North are improving. It’s also worth noting that the Christmas period - combined with a two‑day station closure - traditionally puts extra pressure on cleaning teams due to short‑term sickness and reduced access. The changes we’ve put in place are designed to strengthen performance and give us better visibility going forward. With these improvements underway, we don’t have any significant concerns about the performance of cleaning at our stations.
Customer satisfaction
Customer satisfaction
Department for Transport (DfT) Operator Performance Targets
What We’re Measuring | FY2526Period 01 | FY2526Period 02 | FY2526Period 03 | FY2526Period 04 | FY2526Period 05 | FY2526Period 06 | FY2526 Period 07 | FY2526 Period 08 | FY2526Period 09 | FY2526Period 10 | FY2526Period 11 | FY2526 Period 12 | FY2526 Period 13 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
DfT target overall Customer Satisfaction - moving annual average | 69.0% | 69.0% | 69.0% | 69.0% | 69.0% | 69.0% | 69.0% | 69.0% | 69.0% | 69.0% | 69.0% | 69.0% | 69.0% |
Overall Customer Satisfaction - moving annual average | 69.2% | 69.3% | 69.7% | 70.0% | 69.7% | 70.1% | 70.3% | 70.1% | 70.2% | 70.1% | 70.0% | 70.2% | 70.0% |
DfT target satisfaction with Information in Disruption - moving annual average | 68.0% | 68.0% | 68.0% | 68.0% | 68.0% | 68.0% | 68.0% | 68.0% | 68.0% | 68.0% | 68.0% | 68.0% | 68.0% |
Satisfaction with Information in Disruption - moving annual average | 68.7% | 69.2% | 69.8% | 69.9% | 69.6% | 70.0% | 70.2% | 70.0% | 70.3% | 70.2% | 69.9% | 69.9% | 70.1% |
Additional Key Performance Indicators
What We’re Measuring | FY2627 Period 01 | FY2627 Period 02 | FY2627 Period 03 | FY2627 Period 04 | FY2627 Period 05 | FY2627 Period 06 | FY2627 Period 07 | FY2627 Period 08 | FY2627 Period 09 | FY2627 Period 10 | FY2627 Period 11 | FY2526 Period 12 | FY2526 Period 13 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Customer Complaints per 100,000 journeys | 93 | 86 | 77 | 99 | 103 | 86 | 105 | 160 | 172 | 132 | 97 | 95 | 122 |
Service Quality
Service Quality
Service Quality data will be one rail period behind, due to reporting timeframes.
What We’re Measuring | Q1 DfT Target | FY2526Period 01 | FY2526Period 02 | FY2526Period 03 | Q2 DfT Target | FY2526Period 04 | FY2526 Period 05 | FY2526Period 06 | Q3 DfT Target | FY2526 Period 07 | FY2526 Period 08 | FY2526Period 09 | Q4 DfT Target | FY2526Period 10 | FY 2526 Period 11 | FY2526 Period 12 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Condition of Station Facilities | 90.0% | 99.0% | 97.0% | 82.5% | 90.0% | 93.5% | 93.6% | 97.2% | 90.0% | 97.7% | 98.8% | 97.4% | 90.0% | 97.2% | 93.5% | 97.5% |
Station Cleanliness | 85.0% | 91.0% | 90.0% | 91.0% | 85.0% | 90.0% | 92.0% | 92.0% | 85.0% | 91.0% | 90.0% | 90.0% | 85.0% | 80.0% | 86.0% | 86.0% |
Ticket Buying Facilities | 97.0% | 99.7% | 99.5% | 99.1% | 97.0% | 99.4% | 98.9% | 99.1% | 97.0% | 99.3% | 99.7% | 99.3% | 97.0% | 98.9% | 99.6% | 99.5% |
Condition of On-Train Facilities | 98.0% | 99.0% | 98.9% | 99.0% | 98.0% | 98.9% | 98.9% | 98.2% | 98.0% | 98.7% | 99.3% | 99.1% | 98.0% | 99.1% | 99.3% | 99.2% |
On-Train Cleanliness | 85.0% | 91.0% | 90.0% | 91.0% | .085% | 91.0% | 91.0% | 91.0% | 85.0% | 90.0% | 90.0% | 90.0% | 85.0% | 91.0% | 91.0% | 91.0% |
Service Quality Definitions
Service Quality Definitions
What We're Measuring | Service Quality Definition |
|---|---|
Condition of Station Facilities | We work in close partnership with our maintenance provider to make sure our stations, and the facilities that our customers use there, are kept at a high standard of repair and are of the quality that our customers expect – attending to any reported faults as quickly as possible. This measure represents the percentage of faults that were repaired during the same 4-week Rail Period in which they were reported. |
Station Cleanliness | We work in partnership with our provider to ensure that our stations and facilities are cleaned regularly and to a high standard. Along with our provider, we carry our regular cleaning audits at all our locations to ensure that cleaning is being carried out to the standards that we and our customers expect This measure is the percentage of audits that were undertaken that showed that the cleaning had fully met our expected high standard. |
Ticket Buying Facilities | We want to ensure that our customers have a choice for how they can purchase a ticket before travel. Tickets can be bought via our website, through our LNER app or by calling our telesales team on 03457 225 333 At the station tickets can be purchased through our Ticket Vending Machines or at Ticket Offices staffed by LNER colleagues. This measure shows the percentage of time throughout the 4-week Rail Period that these ‘at station’ options were fully available as expected. |
Condition of On-Train Facilities | We inspect our trains every day to ensure that you can expect a comfortable environment with facilities in good working order. This measure shows the percentage of our trains that were running with no faults found during these inspections. |
On-Train Cleanliness | We work in partnership with our provider to ensure that our trains and on-board facilities are cleaned regularly and to a high standard. Along with our provider, we carry our regular cleaning audits across the route to ensure that cleaning is being carried out to the standards that we and our customers expect This measure is the percentage of audits that were undertaken that showed that the cleaning had fully met our expected high standard |
Rail Passenger Scorecard
Transport Focus, the independent watchdog for transport users, have developed a train operator scorecard to how see how passengers rate their overall journey, the punctuality of their service, the level of cancellations and satisfaction with complaints.
LNER’s scorecard highlights how we are performing on the journey elements that matter most to passengers. The scorecard draws on Transport Focus satisfaction results and industry data on punctuality and cancellations, and complaints to produce a comparative snapshot for each train operator.
LNERs scorecard can be found on the Transport Focus website.
You can visit https://www.transportfocus.org.uk/publication/lner-scorecard-5/ to view the full report.
Your comments and feedback
We’d love to hear your comments.
So if you think we really could do better, or you’ve had a great time travelling with us, visit our Get in touch page to leave your feedback. You can also use our freepost ‘Comments and Compliments’ forms which are available online and from our stations. They can be handed in at any LNER station or posted to us.
Complaints
And if it's a more formal issue, we have a complaints procedure so you know what to expect in terms of resolution.
Download our Customer Complaints Handling ProcedureFrom top-to-bottom, we listen to and act on customer feedback. We actively seek our customer views, and pay close attention to what independent surveys tell us.
Performance Snapshot
See the latest figures on our customer performance.
