Our Performance | Caledonian Sleeper |

Public Performance Measure (PPM)

We measure our ‘Public Performance Measure’ (PPM) by looking at how many of our scheduled trains are on time. The PPM, which is a national industry standard, combines figures for punctuality and reliability into a single performance measure. We publish our PPM every four weeks.

For long distance services such as ours, PPM is defined as those trains arriving at their final destination within 10 minutes of the planned arrival time.

23/24 Period 12 - 151/168, 89.88%

23/24 Period 13 - 152/164, 92.68%

24/25 Period 1 - 137/156 87.82% 

24/25 Period 2 - 137/161 85.09%

Right-Time Arrival

We are also measured against a right-time arrival performance target, defined as arrival within 59 seconds of the planned arrival time.

If you have been delayed on our services by 30 minutes or more you can claim through our compensation scheme, Delay Repay.

Guest Satisfaction

We pay close attention to what you tell us and continue to deliver service enhancements as a result of your feedback.

Feedback ratings are obtained through a survey sent to Guests following their trip with us. The methodology is defined in our Franchise Agreement with Transport Scotland and the research is carried out using the same principles as the National Rail Passenger Survey.

You can view our latest results here.

Rail Passenger Rights Service Quality Report V.1 2022 – 2023

1. Service Quality Standards: Information and Tickets:

1.1. Provision of travel information during the Journey. Caledonian Sleeper provides information during our service through or on-board systems [displays announcement system]. Our dedicated team of train hosts are proactive providing our guests updates and assistance about their journey, and our social media team actively update our guests who interact with us on these platforms about their journey.

1.2. How requests for information are handled at the station. Caledonian Sleeper calls at several stations throughout England and Scotland, we rely on assistance from our partners at Network Rail and Scotrail, who operate these facilities. We ensure that we liaise with our partners so that they have all pertinent information relating to our service. We have also invested in information points at several stations we call at, these interactive info points allow our guests to contact our Guest Service Centre directly and we can handle their requests.

1.3. How information about train schedules, tariffs and platforms is provided. We provide all our guests details of their booking e.g. departure time, and tariff in an email confirming their booking. At the stations our services are displayed on service information boards. At Certain Stations we have Caledonian Sleeper information points, which allow us to communicate with our guests directly, providing prompt and accurate updates regarding our services.

1.4. Ticket Buying Facilities. Caledonian Sleeper tickets may be purchased directly with us via our website or via telephone. Tickets may be purchased using a third-party provider e.g. Trainline, and tickets may be purchased at stations.

1.5. Availability of staff at the station for information provision and ticket sales. As mentioned previously, we rely on the assistance of our partners Network Rail and Scotrail for station support. Our Service calls at unmanned stations throughout Scotland, at these locations we provide updates via the station announcement system, and where possible we contact the guest directly via telephone to provide specific updates relevant to them.

1.6. How information to disabled people and persons with reduced mobility is provided. Caledonian Sleeper relies upon our partners to provide relevant information about our service to our guests at stations. We use our information points and station information boards to update guests at stations, and where possible we contact our guests directly to give them accurate information about the service. We have a link on our website under accessibility to an access map.

2. Punctuality of services and general principles to cope with disruption to Services – Delays:

* on time arrival means less than 1 minute late.

2.1. Overall average delay in %. Caledonian Sleeper achieved an 83.9 % on time arrival for the rail year 2022/2023.

2.2. delay at arrival (of which):
% Delay of 60 – 119 minutes %. Caledonian Sleeper had 1.28% of its delays between 60 – 119 minutes.

3. Punctuality of services and general principles to cope with disruption to Services – Disruptions:

3.1. Existence and Short description of contingency plans, crisis management plans. Caledonian Sleeper has robust contingency plans designed to deal with disruptions we face. This includes next day ticket acceptance on day services, arranging rail replacement services where necessary, and arranging overnight accommodation where applicable.

3.2. Cancellation of services as part of all services in % per category of service. In the rail year 2022/2023 Caledonian Sleeper cancelled 40 planned services.

4. Cleanliness of rolling stock and station facilities:

4.1. Cleaning Intervals. Caledonian Sleeper coaches undergo a systematic cleaning and maintenance programme daily, after each night’s service, following the onset of the coronavirus pandemic these processes were increased for passenger safety.

4.2. Availability of toilets. There are toilets available on every coach and there are en-suites in our club rooms.

5. Customer Satisfaction Survey.

5.1. Punctuality of Trains. Caledonian Sleeper Customer satisfaction surveys indicates:

• 63% of guests are very satisfied with the Train punctuality;

• 20.7% of guests were fairly satisfied with the Train punctuality;

• 6.7% of guests were neither satisfied nor dissatisfied with the Train punctuality;

• 4% of guests were very dissatisfied with the Train punctuality;

• 4.7% of guests were fairly dissatisfied with the Train punctuality; and

• 0.9% of guests don’t know or have no opinion with train punctuality.

5.2. Information to passengers in case of delays. Caledonian Sleeper Customer satisfaction surveys indicates:

• 27.8% of guests felt information in case of a delay was handled very well;

• 19.6% of guests felt information in case of a delay was handled fairly well;

• 20.5% of guests felt information in case of a delay was handled neither well nor poorly;

• 12% of guests felt information in case of a delay have no opinion or don’t know;

• 9.6% of guests felt information in case of a delay was handled fairly poorly; and

• 10.5% of guests felt that information in case of a delay was handled very poorly.

5.3. Accuracy and availability of information on train times/platforms. Caledonian Sleeper Customer satisfaction surveys indicates:

• 51.5% of guests were very satisfied about information on knowing where and when to board the train.

• 28.1% of guests were fairly satisfied about information on knowing where and when to board the train;

• 9.9% of guests were neither satisfied nor dissatisfied about information on knowing where and when to board the train;

• 6.4% of guests were fairly dissatisfied about information on knowing where and when to board the train;

• 3.7% of guests were very dissatisfied about information on knowing where and when to board the train; and

• 0.5% of guests had no opinion about information on knowing where and when to board the train;

5.4. High level of security on train/in station. Caledonian Sleeper Customer satisfaction surveys indicates:

Room Security

• 66% of our guests gave a 5-star rating for our room security;

• 24% of our gusts gave a 4-star rating to our room security;

• 6% of our guests gave a 3-star rating to our room security;

• 2% of our guests gave a 2-star rating to our room security; and

• 2% of our guests gave a 1-star rating to our room security.

Seat Security

• 40.1% of our guests gave a 5-star rating for our seat security;

• 34.6% of our guests gave a 4-star rating for our seat security;

• 18.1% of our guests gave a 3-star rating for our seat security;

• 5.5% of our guests gave a 2-star rating for our seat security; and

• 1.7% of our guests gave a 1-star rating for our seat security.

We do not have data on the Security at Stations.

5.5. Cleanliness of inside of the train. Caledonian Sleeper Customer satisfaction surveys indicates:

• 67.3% of our guests gave a 5-star rating for room cleanliness;

• 23.2% of our guests gave a 4-star rating for room cleanliness;

• 6% of our guests gave a 3-star rating for room cleanliness;

• 2.2% of our guests gave a 2-star rating for room cleanliness; and

• 1.3% of our guests gave a 1-star rating for room cleanliness.

5.6. Response times to information requests at stations. The Information supplied to our guests at stations is provided by our partners,

5.7. Availability of good quality toilets on every train. All Caledonian Sleeper trains have toilets in each coach and our club rooms have an en-suite toilet.

5.8. Assistance provision to disabled persons and persons with reduced mobility.

6. Complaint handling refunds and compensation for non – compliance with quality standards:

6.1. Number of complaints and outcome. Caledonian Sleeper handled a total of 1155 complaints in the rail year of 2022/2023. We were able to close all of these complaints.

6.2. Categories of Complaints. Caledonian Sleeper top 5 level 3 complaints for the year 2022/2023 are as follows:

• Upkeep and repair of the train;

• Facilities on board;

• The toilet facilities;

• The comfort of the seated area; and

• Punctuality/reliability (i.e. the train arriving/departing on time).

6.3. Received complaints. In the rail year from 2022/2023 Caledonian Sleeper received a total of 1155 complaints.

6.4. Processed complaints. In the rail year from 2022/2023 Caledonian Sleeper processed a total of 97.76% of our received complaints within 20 days.

6.5. Average response times. In the rail year from 2022/2023 Caledonian Sleeper processed a total of 89.7% of our received complaints within in 10 days.

6.6. Possible improvement under action. Sleepers has a robust complaints procedure review guest on a regular and implement updated procedures where necessary.

7. Assistance provided to disabled persons and persons with reduced mobility.

7.1. Assistance procedure in place. Caledonian Sleeper offers our disabled and persons with reduced mobility guests, Passenger Assist Service to make your journey with us as enjoyable as possible.

7.2. No. Cases of assistance per category of service. Caledonian Sleeper uses a third-party provider for Passenger Assist and on average we receive 30 requests per month for this service and thus approximately 360 per annum.