Northern key statistics - Table 2.16
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 operated¹
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
4,790
462
86.7
2,026.3
45.0
2,745.5
2011-12
4,853
464
91.5
2,132.9
45.7
2,745.5
2012-13
4,900
463
89.8
2,122.1
45.5
2,716.6
2013-14
4,980
463
94.0
2,210.5
45.5
2,734.3
2014-15
5,051
463
96.4
2,276.5
46.1
2,734.3
2015-16
5,301
464
97.4
2,322.3
46.2
2,734.3
2016-17¹
5,687
476
107.7
2,633.2
48.8
2,800.3
2017-18
5,837
476
103.3
2,586.0
46.5
2,800.3
Source: Network Rail, train operating companies and LENNON
Punctuality²
Complaints¹
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
93.6%
96.7%
0.2%
1.4%
215,165
2010-11 Quarter 2
93.2%
96.5%
0.2%
1.5%
215,907
2010-11 Quarter 3
83.9%
91.2%
0.7%
3.1%
208,981
2010-11 Quarter 4
92.0%
95.9%
0.2%
1.7%
207,310
2011-12 Quarter 1
93.1%
96.5%
0.2%
1.5%
214,881
2011-12 Quarter 2
92.3%
96.2%
0.2%
1.5%
216,489
2011-12 Quarter 3
88.3%
94.7%
0.3%
1.7%
211,731
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
23.4
:
:
98.8 %
2010-11 Quarter 2
28.2
:
:
97.0 %
2010-11 Quarter 3
39.0
:
:
95.1 %
2010-11 Quarter 4
33.0
:
:
92.0 %
2011-12 Quarter 1
24.1
:
:
95.9 %
2011-12 Quarter 2
25.1
:
:
96.6 %
2011-12 Quarter 3
27.9
:
:
93.4 %

2011-12 Quarter 4
93.2%
96.7%
0.2%
1.3%
211,677
2012-13 Quarter 1
93.4%
96.7%
0.2%
1.3%
214,251
2012-13 Quarter 2
91.7%
95.8%
0.2%
1.8%
217,357
2012-13 Quarter 3
86.9%
93.9%
0.3%
2.1%
210,764
2012-13 Quarter 4
90.3%
95.3%
0.3%
1.8%
209,879
2013-14 Quarter 1
93.0%
96.7%
0.2%
1.3%
216,521
2013-14 Quarter 2
91.5%
95.9%
0.2%
1.7%
217,906
2013-14 Quarter 3
86.2%
93.6%
0.4%
2.0%
213,027
2013-14 Quarter 4
92.2%
96.4%
0.2%
1.4%
213,303
2014-15 Quarter 1
93.0%
96.9%
0.2%
1.2%
217,229
2014-15 Quarter 2
90.9%
95.7%
0.2%
1.7%
219,690
2014-15 Quarter 3
86.1%
93.7%
0.3%
2.1%
213,828
2014-15 Quarter 4
92.6%
96.7%
0.2%
1.2%
212,577
2015-16 Quarter 1
92.7%
96.8%
0.2%
1.3%
218,719
2015-16 Quarter 2
91.9%
96.5%
0.2%
1.3%
221,299
2015-16 Quarter 3
85.5%
93.5%
0.3%
2.1%
216,221
2015-16 Quarter 4
91.4%
96.2%
0.2%
1.6%
214,694
2016-17 Quarter 1
92.8%
96.5%
0.2%
1.6%
218,350
2016-17 Quarter 2
92.5%
96.6%
0.2%
1.5%
221,217
2016-17 Quarter 3
87.6%
94.7%
0.3%
1.9%
217,117
2016-17 Quarter 4
91.6%
96.0%
0.2%
1.9%
211,868
2017-18 Quarter 1
91.4%
96.0%
0.2%
1.8%
213,730
2017-18 Quarter 2
91.0%
96.0%
0.2%
1.7%
212,532
2017-18 Quarter 3
83.1%
92.5%
0.3%
2.6%
211,489
2017-18 Quarter 4
87.3%
93.9%
0.4%
2.9%
208,024
2011-12 Quarter 4
23.9
:
:
81.9 %
2012-13 Quarter 1
20.5
:
:
85.1 %
2012-13 Quarter 2
29.5
:
:
84.1 %
2012-13 Quarter 3
34.1
:
:
90.3 %
2012-13 Quarter 4
25.8
:
:
88.2 %
2013-14 Quarter 1
25.8
:
:
82.5 %
2013-14 Quarter 2
29.8
:
:
73.9 %
2013-14 Quarter 3
29.9
:
:
47.1 %
2013-14 Quarter 4
38.3
:
:
55.4 %
2014-15 Quarter 1
32.8
:
:
68.9 %
2014-15 Quarter 2
38.7
:
:
74.4 %
2014-15 Quarter 3
49.3
:
:
85.0 %
2014-15 Quarter 4
24.5
:
:
96.3 %
2015-16 Quarter 1
23.0
92.2 %
77.5 %
92.2 %
2015-16 Quarter 2
31.1
59.9 %
53.0 %
59.9 %
2015-16 Quarter 3
38.8
94.8 %
76.7 %
94.8 %
2015-16 Quarter 4
39.0
93.6 %
81.6 %
93.6 %
2016-17 Quarter 1
11.0
58.3 %
70.3 %
84.5 %
2016-17 Quarter 2
15.5
53.7 %
55.6 %
72.4 %
2016-17 Quarter 3
17.8
59.0 %
60.9 %
91.9 %
2016-17 Quarter 4
23.1
57.1 %
62.5 %
95.5 %
2017-18 Quarter 1
16.0
53.0 %
61.3 %
91.6 %
2017-18 Quarter 2
18.2
53.3 %
79.0 %
97.0 %
2017-18 Quarter 3
13.2
62.9 %
69.5 %
96.7 %
2017-18 Quarter 4
13.8
58.4 %
63.1 %
77.3 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
90.7%
95.1%
0.3%
1.9%
847,363
2011-12
91.7%
96.0%
0.2%
1.5%
854,778
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
31.0
:
:
95.4%
2011-12
25.3
:
:
93.7%

2012-13
90.6%
95.4%
0.3%
1.7%
852,251
2013-14
90.7%
95.6%
0.3%
1.6%
860,758
2014-15
90.7%
95.8%
0.2%
1.5%
863,325
2015-16
90.4%
95.8%
0.2%
1.6%
870,933
2016-17
91.1%
96.0%
0.2%
1.7%
868,552
2017-18
88.2%
94.6%
0.3%
2.2%
845,775
2012-13
27.6
:
:
87.3%
2013-14
31.1
:
:
62.8%
2014-15
36.2
:
:
80.8%
2015-16
33.2
86.3%
73.2%
86.3%
2016-17
16.9
57.1%
61.8%
87.8%
2017-18
15.3
56.6%
68.7%
91.2%
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 1 April 2016 a number of services and stations transferred from Transpennine Express to Northern, therefore the 2016-17 data for these operators are not fully comparable with data from previous years.

² The historical data for this measure has been remapped to reflect the franchises as they exist today. The 2016-17 Q4 data are, therefore, fully comparable with data from previous quarters.
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/