South Western Railway key statistics - Table 2.17
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
4,431
185
202.4
5,524.0
39.9
944.7
2011-12
4,619
185
208.8
5,720.2
40.3
944.7
2012-13
4,720
186
210.8
5,777.5
39.9
944.7
2013-14
4,827
186
222.8
6,045.8
39.9
944.7
2014-15
4,760
186
229.9
6,222.0
40.2
944.7
2015-16
4,903
186
237.6
6,408.2
40.2
998.2
2016-17
5,055
186
229.9
6,410.7
40.3
998.2
2017-18
5,059
186
211.8
5,937.8
39.0
998.2
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
95.9%
97.9%
0.2%
0.9%
148,080
2010-11 Quarter 2
95.5%
97.8%
0.2%
1.0%
149,432
2010-11 Quarter 3
90.3%
95.2%
0.4%
1.9%
144,164
2010-11 Quarter 4
92.7%
96.4%
0.4%
1.4%
144,643
2011-12 Quarter 1
93.9%
96.2%
0.5%
1.8%
147,620
2011-12 Quarter 2
93.7%
96.8%
0.2%
1.4%
149,296
2011-12 Quarter 3
89.9%
95.1%
0.4%
1.9%
147,051
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
6.4
:
:
98.8 %
2010-11 Quarter 2
6.8
:
:
99.4 %
2010-11 Quarter 3
8.0
:
:
99.5 %
2010-11 Quarter 4
7.0
:
:
99.4 %
2011-12 Quarter 1
13.9
:
:
98.8 %
2011-12 Quarter 2
8.9
:
:
99.1 %
2011-12 Quarter 3
10.5
:
:
98.8 %

2011-12 Quarter 4
91.6%
95.9%
0.3%
1.7%
146,073
2012-13 Quarter 1
92.7%
96.4%
0.3%
1.4%
146,128
2012-13 Quarter 2
93.7%
97.0%
0.2%
1.3%
149,367
2012-13 Quarter 3
88.4%
94.2%
0.5%
2.5%
145,629
2012-13 Quarter 4
90.6%
95.2%
0.4%
2.4%
143,455
2013-14 Quarter 1
93.9%
97.1%
0.1%
1.3%
147,966
2013-14 Quarter 2
92.8%
96.5%
0.1%
1.7%
148,959
2013-14 Quarter 3
85.3%
92.5%
0.4%
3.6%
143,180
2013-14 Quarter 4
86.7%
92.8%
0.5%
3.5%
143,932
2014-15 Quarter 1
92.0%
95.9%
0.2%
2.1%
149,477
2014-15 Quarter 2
91.1%
95.3%
0.3%
2.4%
149,971
2014-15 Quarter 3
86.9%
93.9%
0.3%
3.0%
145,122
2014-15 Quarter 4
90.5%
95.4%
0.2%
2.1%
143,558
2015-16 Quarter 1
92.6%
96.2%
0.2%
2.2%
148,063
2015-16 Quarter 2
91.2%
95.3%
0.3%
2.5%
149,954
2015-16 Quarter 3
87.2%
94.3%
0.2%
2.5%
148,327
2015-16 Quarter 4
89.2%
94.6%
0.4%
2.7%
146,274
2016-17 Quarter 1
89.7%
94.2%
0.4%
3.3%
149,640
2016-17 Quarter 2
88.1%
93.9%
0.5%
2.8%
151,111
2016-17 Quarter 3
82.9%
91.9%
0.4%
3.5%
148,064
2016-17 Quarter 4
87.8%
94.0%
0.4%
2.9%
144,807
2017-18 Quarter 1
89.1%
94.0%
0.3%
2.9%
148,752
2017-18 Quarter 2
83.1%
90.6%
0.6%
4.2%
144,704
2017-18 Quarter 3
83.5%
92.3%
0.4%
3.4%
144,911
2017-18 Quarter 4
81.4%
89.9%
0.6%
5.3%
143,210
2011-12 Quarter 4
9.6
:
:
90.4 %
2012-13 Quarter 1
9.3
:
:
99.4 %
2012-13 Quarter 2
9.0
:
:
99.5 %
2012-13 Quarter 3
17.4
:
:
96.1 %
2012-13 Quarter 4
17.6
:
:
89.6 %
2013-14 Quarter 1
9.2
:
:
85.9 %
2013-14 Quarter 2
11.3
:
:
90.5 %
2013-14 Quarter 3
14.6
:
:
48.9 %
2013-14 Quarter 4
16.7
:
:
9.2 %
2014-15 Quarter 1
12.6
:
:
38.4 %
2014-15 Quarter 2
14.7
:
:
91.7 %
2014-15 Quarter 3
19.9
:
:
51.6 %
2014-15 Quarter 4
18.2
:
:
18.9 %
2015-16 Quarter 1
12.1
20.4 %
20.4 %
57.3 %
2015-16 Quarter 2
13.2
28.6 %
28.6 %
92.2 %
2015-16 Quarter 3
13.8
12.6 %
12.6 %
69.8 %
2015-16 Quarter 4
15.1
16.1 %
16.1 %
19.6 %
2016-17 Quarter 1
15.4
57.5 %
57.5 %
74.2 %
2016-17 Quarter 2
23.5
75.4 %
75.4 %
96.3 %
2016-17 Quarter 3
24.6
47.1 %
47.1 %
58.7 %
2016-17 Quarter 4
17.6
32.8 %
32.8 %
52.8 %
2017-18 Quarter 1
22.2
57.3 %
57.3 %
78.3 %
2017-18 Quarter 2
20.4
30.9 %
30.9 %
86.0 %
2017-18 Quarter 3
23.1
45.5 %
45.5 %
79.7 %
2017-18 Quarter 4
21.4
88.9 %
88.9 %
98.0 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
93.6%
96.8%
0.3%
1.3%
586,319
2011-12
92.3%
96.0%
0.3%
1.7%
590,040
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
7.0
:
:
99.2%
2011-12
10.5
:
:
99.3%

2012-13
91.4%
95.7%
0.4%
1.9%
584,579
2013-14
89.7%
94.8%
0.3%
2.5%
584,036
2014-15
90.1%
95.1%
0.3%
2.4%
588,128
2015-16
90.1%
95.1%
0.3%
2.5%
592,618
2016-17
87.1%
93.5%
0.4%
3.1%
593,623
2017-18
84.3%
91.7%
0.5%
4.0%
581,577
2012-13
13.4
:
:
95.0%
2013-14
13.1
:
:
50.7%
2014-15
16.5
:
:
48.5%
2015-16
13.6
19.1%
19.1%
58.3%
2016-17
20.3
54.0%
54.0%
71.0%
2017-18
21.8
56.0%
56.0%
85.4%
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/