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You are here: Home > Your journey > Performance results > Station and train audits

Station and train audits

QuEST is an internal audit process that forms a key part of the GTR franchise and is designed to drive up the quality, detail and customer comfort both on stations and trains.

Independent auditors travel on our trains and visit our stations to conduct the audits that have been designed by the Department of Transport.

There are 30 different schedules to audit with 19 for stations and 11 for trains.

Rail Period 13 results

  % Average Period 13 % Target % Differential
Train Upkeep 95.70 96.44 -0.74
Ticket office and Ticket Purchasing 96.49 97.58 -1.09
Train Environment 96.16 92.55 3.61
Station Facilities 96.90 92.56 4.35
Train Information 94.96 95.06 -0.09
Station Environment 97.98 95.79 2.19
Customer Information 95.76 92.68 3.09

Rail Period 12 results

  % Average Period 12 % Target % Differential
Train Upkeep 94.52 96.44 -1.92
Ticket office and Ticket Purchasing 97.65 97.58 0.07
Train Environment 95.00 92.55 2.44
Station Facilities 95.56 92.56 3.01
Train Information 98.08 95.06 3.02
Station Environment 97.31 95.79 1.52
Customer Information 96.58 92.68 3.90

Rail Period 11 results

  % Average Period 11 % Target % Differential
Train Upkeep 97.15 96.44 0.71
Ticket office and Ticket Purchasing 96.64 97.58 -0.93
Train Environment 95.96 92.55 3.41
Station Facilities 96.38 92.56 3.82
Train Information 92.24 95.06 -2.82
Station Environment 97.55 95.79 1.76
Customer Information 97.13 92.68 4.46

Rail Period 10 results

  % Average Period 10 % Target % Differential
Train Upkeep 96.56 93.99 2.58
Ticket office and Ticket Purchasing 96.04 96.52 -0.49
Train Environment 96.47 88.86 7.60
Station Facilities 96.86 90.94 5.93
Train Information 92.66 92.56 0.10
Station Environment 97.58 94.18 3.41
Customer Information 96.28 90.49 5.79

Rail Period 9 results

  % Average Period 9 % Target % Differential
Train Upkeep 96.78 93.99 2.80
Ticket office and Ticket Purchasing 95.29 96.52 -1.23
Train Environment 95.46 88.86 6.59
Station Facilities 95.92 90.94 4.98
Train Information 94.79 92.56 2.23
Station Environment 97.66 94.18 3.49
Customer Information 94.88 90.49 4.39

Rail Period 8 results

  % Average Period 8 % Target % Differential
Train Upkeep 96.04 93.99 2.05
Ticket office and Ticket Purchasing 96.46 96.52 -0.06
Train Environment 95.41 88.86 6.55
Station Facilities 96.16 90.94 5.22
Train Information 94.45 92.56 1.89
Station Environment 97.19 94.18 3.02
Customer Information 94.35 90.49 3.86

Rail Period 7 results

  % Average Period 7 % Target % Differential
Train Upkeep 96.70 93.99 2.71
Ticket office and Ticket Purchasing 96.96 96.52 -0.43
Train Environment 95.92 88.86 7.06
Station Facilities 95.43 90.94 4.49
Train Information 95.29 92.56 2.73
Station Environment 96.15 94.18 1.97
Customer Information 94.18 90.49 3.69

Rail Period 6 results

  % Average Period 6 % Target % Differential
Train Upkeep 96.17 93.99 2.18
Ticket office and Ticket Purchasing 96.09 96.52 -0.43
Train Environment 94.98 88.86 6.12
Station Facilities 94.08 90.94 3.14
Train Information 94.78 92.56 2.22
Station Environment 96.69 94.18 2.52
Customer Information 93.60 90.49 3.11

Rail Period 5 results

  % Average Period 5 % Target % Differential
Train Upkeep 96.48 93.99 2.49
Ticket office and Ticket Purchasing 96.76 96.52 0.24
Train Environment 95.31 88.86 6.45
Station Facilities 94.73 90.94 3.80
Train Information 94.01 92.56 1.45
Station Environment 96.01 94.18 1.91
Customer Information 93.17 90.49 2.68

Rail Period 4 results

  % Average Period 4 % Target % Differential
Train Upkeep 97.38 93.99 3.40
Ticket office and Ticket Purchasing 97.78 96.52 1.25
Train Environment 96.39 88.86 7.53
Station Facilities 94.69 90.94 3.76
Train Information 94.68 92.56 2.12
Station Environment 96.12 94.18 1.94
Customer Information 93.08 90.49 2.59

Rail Period 3 results

  % Average Period 3 % Target % Differential
Train Upkeep 96.77 93.99 2.78
Ticket office and Ticket Purchasing 96.83 96.52 0.31
Train Environment 95.80 88.86 6.94
Station Facilities 94.20 90.94 3.26
Train Information 94.47 92.56 1.91
Station Environment 96.51 94.18 2.34
Customer Information 94.55 90.49 4.06

Rail Period 2 results

  % Average Period 2 % Target % Differential
Train Upkeep 97.77 93.99 3.79
Ticket office and Ticket Purchasing 98.47 96.52 1.95
Train Environment 96.18 88.86 7.32
Station Facilities 96.18 90.94 5.24
Train Information 93.27 92.56 0.71
Station Environment 97.69 94.18 3.51
Customer Information 94.26 90.49 3.77

Rail Period 1 results

  % Average Period 1 % Target % Differential
Train Upkeep 97.74 93.99 3.75
Ticket office and Ticket Purchasing 95.98 96.52 -0.54
Train Environment 96.82 88.86 7.96
Station Facilities 96.29 90.94 5.35
Train Information 95.65 92.56 3.10
Station Environment 91.85 94.18 -2.32
Customer Information 84.79 90.49 -5.70

Rail Period 13 results

  % Average Period 13 % Target % Differential
Train Upkeep 99.06 93.99 5.07
Ticket office and Ticket Purchasing 96.45 96.52 -0.08
Train Environment 97.09 88.86 8.23
Station Facilities 94.82 90.94 3.89
Train Information 94.80 92.56 2.24
Station Environment 89.51 94.18 -4.67
Customer Information 85.02 90.49 -5.47

 Rail Period 12 results

  % Average Period 12 % Target % Differential
Train Upkeep 99.23 90.03 9.20
Ticket office and Ticket Purchasing 93.05 94.62 -1.57
Train Environment 96.77 85.46 11.31
Station Facilities 94.43 89.25 5.18
Train Information 93.95 89.60 4.35
Station Environment 89.61 91.26 -1.65
Customer Information 81.14 88.12 -6.98

Rail Period 11 results

  % Average Period 11 % Target % Differential
Train Upkeep 98.99 90.03 8.96
Ticket office and Ticket Purchasing 94.47 94.62 0.85
Train Environment 96.90 85.46 11.44
Station Facilities 94.92 89.25 5.67
Train Information 92.57 89.60 2.97
Station Environment 88.85 91.26 -2.41
Customer Information 79.27 88.12 -8.85

Rail Period 10 results

  % Average Period 10 % Target % Differential
Train Upkeep 98.37 90.03 8.34
Ticket office and Ticket Purchasing 93.96 94.62 -0.66
Train Environment 96.37 85.46 10.91
Station Facilities 96.21 89.25 6.96
Train Information 91.45 89.60 1.85
Station Environment 83.83 91.26 -7.43
Customer Information 90.74 88.12 2.62

Rail Period 9 results

  % Average Period 9 % Target % Differential
Train Upkeep 98.79 90.03 8.76
Ticket office and Ticket Purchasing 98.79 94.62 8.76
Train Environment 95.85 85.46 10.39
Station Facilities 93.25 89.25 4.00
Train Information 90.62 89.60 1.02
Station Environment 83.97 91.26 -7.29
Customer Information 88.74 88.12 0.62

Rail Period 8 results

  % Average Period 8 % Target % Differential
Train Upkeep 98.79 90.03 8.76
Ticket office and Ticket Purchasing 98.79 94.62 8.76
Train Environment 95.85 85.46 10.39
Station Facilities 93.25 89.25 4.00
Train Information 90.62 89.60 1.02
Station Environment 83.97 91.26 -7.29
Customer Information 88.74 88.12 0.62

Rail Period 7 results

  % Average Period 7 % Target % Differential
Train Upkeep 99.15 90.03 9.12
Ticket office and Ticket Purchasing 96.55 94.62 1.93
Train Environment 96.04 85.46 10.58
Station Facilities 93.64 89.25 4.39
Train Information 92.53 89.60 2.93
Station Environment 84.33 91.26 -6.93
Customer Information 79.89 88.12 -8.23

Rail Period 6 results

  % Average Period 6 % Target % Differential
Train Upkeep 99.79 90.03 5.97
Ticket office and Ticket Purchasing 91.48 94.62 1.62
Train Environment 96.61 85.46 5.54
Station Facilities 95.62 89.25 6.37
Train Information 92.79 89.60 3.19
Station Environment 81.18 91.26 -10.08
Customer Information 82.33 88.12 -5.79

Rail Period 5 results

  % Average Period 5 % Target % Differential
Train Upkeep 98.21 90.03 8.18
Ticket office and Ticket Purchasing 92.95 94.62 -1.67
Train Environment 96.80 85.46 11.34
Station Facilities 96.29 89.25 7.04
Train Information 89.82 89.60 0.22
Station Environment 84.00 91.26 -7.26
Customer Information 82.49 88.12 -5.63

Rail Period 4 results

  % Average Period 4 % Target % Differential
Train Upkeep 98.49 90.03 8.46
Ticket office and Ticket Purchasing 92.37 94.62 -2.25
Train Environment 96.11 85.46 10.65
Station Facilities 93.06 89.25 3.81
Train Information 93.51 89.60 3.91
Station Environment 83.00 91.26 -8.26
Customer Information 79.19 88.12 -8.93

Rail Period 3 results

  % Average Period 3 % Target % Differential
Train Upkeep 97.41 90.03 7.38
Ticket office and Ticket Purchasing 95.19 94.62 0.57
Train Environment 94.28 85.46 8.82
Station Facilities 96.45 89.25 7.20
Train Information 90.33 89.60 0.73
Station Environment 81.80 91.26 -9.46
Customer Information 80.43 88.12 -7.69

Rail Period 2 results

  % Average Period 2 % Target % Differential
Train Upkeep 98.21 90.03 8.18
Ticket Office and Ticket Purchasing 93.64 94.62 -0.98
Train Environment 96.11 85.46 10.65
Station Facilities 94.62 89.25 5.37
Train Information 94.77 89.60 5.17
Station Environment 78.00 91.26 -13.26
Customer Information 72.58 88.12 -15.54

Rail Period 1 results

  % Average Period 1 % Target % Differential
Train Upkeep 96.97 90.03 6.94
Ticket Office and Ticket Purchasing 94.45 94.62 -0.17
Train Environment 95.15 85.46 9.69
Station Facilities 92.55 89.25 3.30
Train Information 88.31 89.60 -1.29
Station Environment 71.67 91.26 -19.59
Customer Information 67.36 88.12 -20.76


Sector breakdown

Station Facilities Station Environment
Station Toilets Station Lights
Station Shelters and Waiting Rooms Station Graffiti
Parking and Taxi Ranks Litter and Contamination
Station Seats Station Clocks
Station Lifts and Escalators Landscaping and Vegetation
Telephones Station CCTV and Security

 

Train Environment Customer Information
Train Seats, Racks and other Passenger Facilities Station Timetables and Information
Train Lighting Station Posters
Train Toilets Public Announcement and Customer Information Systems
Train Heating / Ventilation Help Points
Train Doors  
On Train CCTV  

 

 
Ticket Office and Ticket Purchasing Train Information
Ticket Offices Public Address
Ticket Vending Machines Destination Boards and Passenger Information Displays