Our Performance

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. You can see our latest report here.
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.

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.
However, working closely with our delivery partners, we have improved performance and reliability since we started operating the Caledonian Sleeper in April 2015.
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.