West Midlands Trains key statistics - Table 2.13
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
2,340
147
56.0
1,852.3
23.1
861.0
2011-12
2,315
147
59.5
2,090.5
23.6
861.0
2012-13
2,327
147
60.5
2,241.2
23.6
898.8
2013-14
2,401
148
64.0
2,363.7
24.5
898.8
2014-15
2,353
148
65.3
2,373.0
24.5
898.8
2015-16
2,463
150
69.6
2,607.2
25.0
898.8
2016-17
2,563
150
73.6
2,780.2
25.2
898.8
2017-18
2,589
148
74.9
2,803.1
25.1
899.6
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
92.2%
96.1%
0.2%
1.8%
108,202
2010-11 Quarter 2
92.7%
96.7%
0.1%
1.7%
109,625
2010-11 Quarter 3
85.1%
92.3%
0.5%
3.7%
105,455
2010-11 Quarter 4
88.4%
93.8%
0.3%
3.4%
104,213
2011-12 Quarter 1
92.4%
96.4%
0.2%
1.8%
106,670
2011-12 Quarter 2
91.6%
96.2%
0.1%
1.8%
109,266
2011-12 Quarter 3
86.9%
93.9%
0.3%
3.0%
105,679
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
48.8
:
:
78.3 %
2010-11 Quarter 2
39.2
:
:
92.7 %
2010-11 Quarter 3
70.0
:
:
89.9 %
2010-11 Quarter 4
73.0
:
:
80.8 %
2011-12 Quarter 1
97.0
:
:
76.8 %
2011-12 Quarter 2
65.9
:
:
98.2 %
2011-12 Quarter 3
85.4
:
:
90.9 %

2011-12 Quarter 4
90.8%
95.5%
0.2%
2.4%
106,931
2012-13 Quarter 1
91.2%
96.0%
0.1%
1.9%
106,170
2012-13 Quarter 2
88.6%
94.3%
0.2%
3.3%
108,145
2012-13 Quarter 3
80.3%
89.5%
0.4%
5.7%
104,262
2012-13 Quarter 4
83.8%
91.5%
0.4%
4.6%
104,703
2013-14 Quarter 1
89.0%
95.2%
0.2%
2.4%
106,910
2013-14 Quarter 2
87.4%
94.7%
0.2%
2.6%
107,685
2013-14 Quarter 3
80.3%
90.5%
0.4%
4.6%
104,094
2013-14 Quarter 4
86.6%
93.7%
0.2%
3.2%
104,130
2014-15 Quarter 1
90.7%
96.0%
0.2%
2.0%
106,297
2014-15 Quarter 2
88.8%
95.0%
0.2%
2.6%
106,885
2014-15 Quarter 3
83.7%
92.7%
0.3%
3.2%
102,523
2014-15 Quarter 4
88.6%
94.8%
0.2%
2.5%
104,485
2015-16 Quarter 1
89.1%
94.9%
0.2%
2.7%
105,799
2015-16 Quarter 2
88.9%
94.9%
0.2%
2.7%
107,506
2015-16 Quarter 3
84.7%
93.3%
0.2%
3.0%
105,005
2015-16 Quarter 4
89.8%
95.4%
0.2%
2.4%
103,924
2016-17 Quarter 1
90.5%
95.4%
0.2%
2.6%
106,459
2016-17 Quarter 2
90.4%
95.8%
0.1%
2.2%
107,587
2016-17 Quarter 3
84.9%
93.0%
0.2%
3.4%
105,160
2016-17 Quarter 4
89.5%
95.0%
0.2%
2.8%
104,679
2017-18 Quarter 1
90.9%
95.5%
0.2%
2.5%
106,353
2017-18 Quarter 2
90.5%
95.5%
0.2%
2.5%
108,061
2017-18 Quarter 3
82.7%
91.4%
0.4%
4.2%
104,500
2017-18 Quarter 4
85.6%
92.3%
0.3%
4.8%
104,477
2011-12 Quarter 4
73.7
:
:
89.9 %
2012-13 Quarter 1
63.5
:
:
97.7 %
2012-13 Quarter 2
76.6
:
:
98.3 %
2012-13 Quarter 3
148.9
:
:
85.2 %
2012-13 Quarter 4
95.7
:
:
83.6 %
2013-14 Quarter 1
57.3
:
:
66.5 %
2013-14 Quarter 2
35.2
:
:
96.0 %
2013-14 Quarter 3
39.7
:
:
86.7 %
2013-14 Quarter 4
40.4
:
:
99.2 %
2014-15 Quarter 1
28.6
:
:
99.8 %
2014-15 Quarter 2
27.6
:
:
98.6 %
2014-15 Quarter 3
32.6
:
:
91.6 %
2014-15 Quarter 4
30.0
:
:
95.5 %
2015-16 Quarter 1
27.3
95.6 %
95.6 %
99.0 %
2015-16 Quarter 2
31.1
91.0 %
91.0 %
99.0 %
2015-16 Quarter 3
38.6
72.0 %
72.0 %
98.6 %
2015-16 Quarter 4
31.5
84.0 %
84.0 %
98.8 %
2016-17 Quarter 1
33.4
71.8 %
71.8 %
96.9 %
2016-17 Quarter 2
35.2
92.7 %
92.7 %
98.7 %
2016-17 Quarter 3
39.4
73.0 %
73.0 %
97.6 %
2016-17 Quarter 4
33.9
87.2 %
87.2 %
98.4 %
2017-18 Quarter 1
31.4
92.5 %
92.5 %
99.0 %
2017-18 Quarter 2
31.0
92.5 %
92.5 %
99.2 %
2017-18 Quarter 3
38.5
62.4 %
62.4 %
95.5 %
2017-18 Quarter 4
28.2
83.3 %
83.3 %
98.8 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
89.7%
94.8%
0.3%
2.6%
427,495
2011-12
90.5%
95.5%
0.2%
2.3%
428,545
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
58.0
:
:
85.2%
2011-12
80.3
:
:
89.2%

2012-13
86.0%
92.8%
0.3%
3.9%
423,279
2013-14
85.9%
93.5%
0.3%
3.2%
422,820
2014-15
88.0%
94.6%
0.2%
2.6%
420,189
2015-16
88.1%
94.6%
0.2%
2.7%
422,234
2016-17
88.8%
94.8%
0.2%
2.8%
423,884
2017-18
87.5%
93.7%
0.2%
3.5%
423,390
2012-13
97.4
:
:
89.3%
2013-14
43.0
:
:
86.1%
2014-15
29.8
:
:
96.0%
2015-16
32.4
84.0%
84.0%
98.8%
2016-17
35.5
80.9%
80.9%
97.9%
2017-18
32.4
81.0%
81.0%
97.9%
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/