Merseyrail key statistics - Table 2.15
Annual data (financial year): 2010-11 to 2017-18
Quarterly data (financial year): 2010-11 Quarter 1 to 2017-18 Quarter 4
 
Key Statistics
 
Number of employees
Number of stations managed
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
1,200
66
41.7
545.1
6.2
120.7
2011-12
1,220
66
43.5
634.3
6.6
120.7
2012-13
1,267
66
41.7
611.7
6.5
120.7
2013-14
1,242
66
42.7
661.2
6.5
120.7
2014-15
1,251
66
44.3
695.7
6.6
120.7
2015-16
1,288
66
43.4
695.7
6.6
120.7
2016-17
1,325
66
42.8
707.3
6.3
120.7
2017-18
1,185
66
40.9
665.1
6.1
120.7
Source: Network Rail, train operating companies and LENNON
Punctuality
Complaints
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
96.3%
97.8%
0.0%
1.7%
51,225
2010-11 Quarter 2
96.2%
97.8%
0.0%
1.8%
51,778
2010-11 Quarter 3
92.2%
95.6%
0.1%
3.1%
47,897
2010-11 Quarter 4
94.8%
96.8%
0.0%
2.5%
50,033
2011-12 Quarter 1
96.6%
98.1%
0.0%
1.6%
52,375
2011-12 Quarter 2
95.7%
97.7%
0.0%
1.8%
52,915
2011-12 Quarter 3
93.1%
96.8%
0.0%
2.4%
51,739
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
11.9
:
:
95.8 %
2010-11 Quarter 2
12.5
:
:
94.7 %
2010-11 Quarter 3
12.4
:
:
80.6 %
2010-11 Quarter 4
14.5
:
:
64.2 %
2011-12 Quarter 1
8.5
:
:
82.1 %
2011-12 Quarter 2
9.7
:
:
98.0 %
2011-12 Quarter 3
13.0
:
:
79.3 %

2011-12 Quarter 4
95.5%
97.0%
0.0%
2.6%
51,962
2012-13 Quarter 1
96.4%
97.6%
0.0%
2.1%
52,532
2012-13 Quarter 2
96.5%
97.8%
0.0%
1.9%
53,025
2012-13 Quarter 3
92.9%
96.5%
0.0%
2.7%
51,237
2012-13 Quarter 4
95.9%
97.6%
0.0%
2.0%
50,931
2013-14 Quarter 1
96.6%
98.0%
0.0%
1.7%
52,770
2013-14 Quarter 2
96.5%
98.2%
0.0%
1.4%
54,438
2013-14 Quarter 3
93.3%
96.9%
0.0%
2.3%
51,348
2013-14 Quarter 4
96.6%
98.0%
0.0%
1.7%
50,898
2014-15 Quarter 1
96.9%
98.3%
0.0%
1.4%
52,687
2014-15 Quarter 2
95.2%
97.5%
0.0%
2.0%
53,267
2014-15 Quarter 3
94.0%
97.1%
0.0%
2.3%
51,101
2014-15 Quarter 4
96.1%
97.7%
0.0%
1.9%
51,078
2015-16 Quarter 1
96.5%
98.2%
0.0%
1.5%
52,563
2015-16 Quarter 2
96.0%
97.8%
0.0%
1.8%
53,144
2015-16 Quarter 3
93.1%
96.8%
0.0%
2.4%
51,594
2015-16 Quarter 4
95.4%
97.6%
0.0%
2.0%
51,199
2016-17 Quarter 1
96.4%
98.1%
0.0%
1.6%
52,501
2016-17 Quarter 2
96.0%
97.9%
0.0%
1.8%
53,160
2016-17 Quarter 3
94.3%
97.4%
0.0%
2.1%
52,413
2016-17 Quarter 4
96.4%
98.1%
0.1%
1.5%
59,986
2017-18 Quarter 1
96.6%
98.4%
0.0%
1.3%
60,543
2017-18 Quarter 2
93.5%
96.8%
0.0%
2.5%
50,264
2017-18 Quarter 3
94.0%
97.2%
0.0%
2.2%
50,476
2017-18 Quarter 4
95.2%
97.5%
0.0%
2.1%
48,767
2011-12 Quarter 4
16.1
:
:
64.0 %
2012-13 Quarter 1
13.6
:
:
92.0 %
2012-13 Quarter 2
15.0
:
:
91.9 %
2012-13 Quarter 3
16.8
:
:
84.9 %
2012-13 Quarter 4
17.2
:
:
92.9 %
2013-14 Quarter 1
13.6
:
:
97.3 %
2013-14 Quarter 2
15.4
:
:
94.8 %
2013-14 Quarter 3
16.6
:
:
93.3 %
2013-14 Quarter 4
13.8
:
:
93.2 %
2014-15 Quarter 1
15.6
:
:
99.3 %
2014-15 Quarter 2
17.9
:
:
85.3 %
2014-15 Quarter 3
18.3
:
:
82.9 %
2014-15 Quarter 4
18.5
:
:
93.3 %
2015-16 Quarter 1
16.7
93.2 %
68.7 %
93.2 %
2015-16 Quarter 2
18.8
92.4 %
63.3 %
92.4 %
2015-16 Quarter 3
20.1
88.2 %
57.9 %
88.2 %
2015-16 Quarter 4
19.1
91.7 %
67.0 %
91.7 %
2016-17 Quarter 1
9.7
64.4 %
38.9 %
64.4 %
2016-17 Quarter 2
8.5
87.9 %
45.8 %
87.9 %
2016-17 Quarter 3
9.4
93.2 %
24.3 %
93.2 %
2016-17 Quarter 4
12.1
99.6 %
10.0 %
99.6 %
2017-18 Quarter 1
8.1
99.8 %
68.7 %
99.8 %
2017-18 Quarter 2
8.4
99.8 %
73.7 %
99.8 %
2017-18 Quarter 3
11.1
99.9 %
26.2 %
99.9 %
2017-18 Quarter 4
8.7
99.9 %
84.5 %
99.9 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
94.9%
97.0%
0.0%
2.3%
200,933
2011-12
95.2%
97.4%
0.0%
2.1%
208,990
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
12.8
:
:
82.8%
2011-12
11.7
:
:
80.1%

2012-13
95.4%
97.4%
0.0%
2.2%
207,725
2013-14
95.8%
97.8%
0.0%
1.8%
209,454
2014-15
95.6%
97.7%
0.0%
1.9%
208,132
2015-16
95.3%
97.6%
0.0%
1.9%
208,500
2016-17
95.8%
97.9%
0.0%
1.7%
218,059
2017-18
94.9%
97.5%
0.0%
2.0%
210,050
2012-13
15.7
:
:
90.2%
2013-14
14.9
:
:
94.6%
2014-15
17.6
:
:
86.9%
2015-16
18.7
91.3%
63.9%
91.3%
2016-17
9.9
86.6%
28.7%
86.6%
2017-18
9.1
99.8%
60.0%
99.8%
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:
 
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/