Great Western Railway key statistics - Table 2.9
Annual data (financial year): 2010-11 to 2017-18
Quarterly data (financial year): 2010-11 Quarter 1 to 2017-18 Quarter 4
Due to changes in this franchise, comparisons with earlier years for some metrics should be treated with caution.
Key Statistics
 
Number of employees
Number of stations managed
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
4,431
211
90.5
5,519.8
41.4
2,090.5
2011-12
4,874
210
95.6
5,840.4
42.8
1,997.2
2012-13
5,156
209
97.3
5,867.8
42.5
1,997.2
2013-14
5,353
206
99.7
5,785.0
42.0
1,997.2
2014-15
5,705
206
103.7
5,940.9
42.8
1,997.2
2015-16
5,914
207
103.9
5,973.8
43.0
1,997.2
2016-17
6,105
207
104.9
6,006.5
43.3
1,997.2
2017-18¹
6,057
196
103.7
5,991.6
43.1
1,997.2
Source: Network Rail, train operating companies and LENNON
Punctuality
Complaints²
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
91.4%
95.3%
0.4%
1.8%
129,794
2010-11 Quarter 2
89.7%
94.5%
0.5%
1.8%
131,588
2010-11 Quarter 3
84.6%
91.1%
1.0%
2.9%
126,577
2010-11 Quarter 4
89.1%
94.2%
0.5%
2.2%
126,844
2011-12 Quarter 1
89.7%
94.6%
0.5%
1.9%
129,326
2011-12 Quarter 2
89.4%
94.7%
0.4%
1.8%
130,242
2011-12 Quarter 3
86.5%
93.3%
0.5%
2.0%
127,610
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
67.0
:
:
100.0 %
2010-11 Quarter 2
86.0
:
:
100.0 %
2010-11 Quarter 3
96.0
:
:
100.0 %
2010-11 Quarter 4
92.0
:
:
100.0 %
2011-12 Quarter 1
70.9
:
:
98.2 %
2011-12 Quarter 2
82.7
:
:
99.9 %
2011-12 Quarter 3
81.5
:
:
99.9 %

2011-12 Quarter 4
90.2%
95.2%
0.4%
1.6%
128,075
2012-13 Quarter 1
90.1%
94.9%
0.4%
1.8%
128,163
2012-13 Quarter 2
87.8%
93.9%
0.4%
2.2%
131,028
2012-13 Quarter 3
82.9%
90.2%
0.9%
3.9%
126,405
2012-13 Quarter 4
88.1%
93.8%
0.5%
2.3%
125,798
2013-14 Quarter 1
89.7%
94.9%
0.3%
1.9%
128,329
2013-14 Quarter 2
87.0%
93.6%
0.4%
2.2%
130,359
2013-14 Quarter 3
81.9%
90.1%
0.8%
3.5%
124,737
2013-14 Quarter 4
84.6%
91.2%
0.8%
3.8%
129,393
2014-15 Quarter 1
88.7%
94.5%
0.4%
2.0%
130,368
2014-15 Quarter 2
86.7%
93.1%
0.5%
2.8%
131,793
2014-15 Quarter 3
82.9%
91.2%
0.7%
3.1%
126,401
2014-15 Quarter 4
89.6%
94.9%
0.3%
2.0%
128,674
2015-16 Quarter 1
88.4%
94.0%
0.4%
2.3%
128,578
2015-16 Quarter 2
87.7%
94.0%
0.5%
2.0%
133,727
2015-16 Quarter 3
85.3%
92.9%
0.5%
2.2%
129,045
2015-16 Quarter 4
89.9%
94.8%
0.4%
2.1%
128,137
2016-17 Quarter 1
89.0%
94.2%
0.4%
2.4%
131,703
2016-17 Quarter 2
85.6%
92.6%
0.6%
2.7%
133,941
2016-17 Quarter 3
83.3%
91.4%
0.6%
2.9%
129,523
2016-17 Quarter 4
88.4%
94.4%
0.4%
1.9%
134,455
2017-18 Quarter 1
86.4%
92.8%
0.6%
2.6%
137,636
2017-18 Quarter 2
84.5%
91.9%
0.5%
3.5%
142,094
2017-18 Quarter 3
81.4%
89.6%
0.7%
4.4%
136,430
2017-18 Quarter 4
82.0%
89.3%
0.5%
5.5%
140,950
2011-12 Quarter 4
73.2
:
:
92.0 %
2012-13 Quarter 1
50.1
:
:
100.0 %
2012-13 Quarter 2
59.5
:
:
100.0 %
2012-13 Quarter 3
81.0
:
:
99.9 %
2012-13 Quarter 4
89.5
:
:
99.8 %
2013-14 Quarter 1
43.6
:
:
99.6 %
2013-14 Quarter 2
47.6
:
:
99.9 %
2013-14 Quarter 3
56.2
:
:
97.3 %
2013-14 Quarter 4
67.6
:
:
99.0 %
2014-15 Quarter 1
41.8
:
:
99.7 %
2014-15 Quarter 2
37.8
:
:
90.7 %
2014-15 Quarter 3
37.9
:
:
97.5 %
2014-15 Quarter 4
36.9
:
:
99.1 %
2015-16 Quarter 1
28.7
95.6 %
99.0 %
99.8 %
2015-16 Quarter 2
36.1
78.3 %
96.9 %
99.8 %
2015-16 Quarter 3
36.3
50.6 %
70.0 %
88.7 %
2015-16 Quarter 4
30.8
95.5 %
99.3 %
99.8 %
2016-17 Quarter 1
29.4
59.9 %
87.9 %
97.8 %
2016-17 Quarter 2
26.9
49.7 %
62.3 %
69.9 %
2016-17 Quarter 3
25.8
30.7 %
37.3 %
49.6 %
2016-17 Quarter 4
38.7
17.1 %
24.3 %
36.3 %
2017-18 Quarter 1
38.6
39.2 %
72.9 %
97.5 %
2017-18 Quarter 2
43.5
37.0 %
57.0 %
93.1 %
2017-18 Quarter 3
51.7
27.1 %
51.4 %
97.0 %
2017-18 Quarter 4
61.7
57.7 %
86.5 %
98.2 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
88.7%
93.8%
0.6%
2.2%
514,803
2011-12
89.0%
94.4%
0.5%
1.8%
515,253
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
86.0
:
:
100.0%
2011-12
77.1
:
:
99.9%

2012-13
87.3%
93.2%
0.6%
2.6%
511,394
2013-14
85.9%
92.5%
0.6%
2.8%
512,818
2014-15
87.0%
93.4%
0.5%
2.5%
517,237
2015-16
87.8%
93.9%
0.4%
2.2%
519,488
2016-17
86.6%
93.2%
0.5%
2.5%
529,623
2017-18
83.6%
90.9%
0.6%
4.0%
557,111
2012-13
69.8
:
:
99.9%
2013-14
53.6
:
:
98.9%
2014-15
38.6
:
:
96.8%
2015-16
33.0
78.2%
90.3%
96.7%
2016-17
30.1
37.8%
51.2%
61.7%
2017-18
48.8
41.1%
67.6%
96.6%
Source: Network Rail
Source: Train operating companies
Publication schedule:
Published: 5 July 2018
Next publication date: July 2019
Symbols:
(-)           Operator not in service
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Revisions
 
For the latest information on data revisions, please see the revisions log: http://www.orr.gov.uk/statistics/code-of-practice/revisions-log
Notes:
¹ On 10 December 2017 a number of services and stations transferred from Great Western Railway to TfL Rail, therefore the 2017-18 data for these operators are not fully comparable with data from previous years.

² Great Western Railways have changed their complaint volumes methodology from 2016-17 Q1. Previously if one complaint correspondence contained several complaints, they would count all complaint types. From Q1 they would only count this as one complaint. This follows ORR guidance and is consistent with other TOCs. The impact of this is their complaints volumes has declined since last year, and any comparisons should be treated with caution.
For a fact sheet summary, please visit: http://www.orr.gov.uk/statistics/published-stats/statistical-releases
Public performance measure (PPM) shows the proportion of trains that arrive at final destination on time. On time is defined as within five minutes, or within ten minutes for the long distance train operators. For existing TOCs, disaggregated PPM data at the sub operator level are available on the Data Portal.
 
Significantly late refers to trains that arrive at final destination between 30 and 119 minutes late.
 
Cancelled trains refers to both full and part cancellations. A full cancellation is when the train failed to run entirely or ran less than 50 per cent of booked mileage. Trains that arrive over 119 minutes late are counted as full cancellations. A part cancellation is when the train terminated short of destination or started beyond origin. Trains that fail to call/stop at a booked station are counted as part cancellations.
A complaint is defined as ‘any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy’.

As some TOCs carry more passengers than others, we have presented the data as a rate per 100,000 passenger journeys. This is a superior measure to a ratio against passenger kilometres as, no matter how long the trip, a dissatisfied customer will only complain once.

The industry target for responding to complaints is 20 working days. For more information on complaints handling can be found here:
http://orr.gov.uk/statistics/published-stats/statistical-releases
National Rail Passenger Survey results are published by Transportfocus. The results can be viewed here http://www.transportfocus.org.uk/

Other links:
Other data on passenger train kilometres, passenger journeys, passenger kilometres, PPM and complaints data for each year can be found here; http://dataportal.orr.gov.uk/