Chiltern key statistics - Table 2.4
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
789
30
18.5
924.5
9.0
341.2
2011-12
750
30
19.7
1,000.9
9.9
341.2
2012-13
778
32
21.4
1,132.5
10.4
341.2
2013-14
780
32
22.8
1,198.0
10.5
341.2
2014-15
780
32
23.6
1,221.0
10.3
341.2
2015-16r
851
35
24.5
1,295.9
11.1
362.1
2016-17
843
35
26.4
1,450.8
12.0
362.1
2017-18
840
35
28.1
1,598.5
12.3
362.1
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
95.1%
97.1%
0.3%
1.2%
27,343
2010-11 Quarter 2
95.8%
97.6%
0.2%
1.0%
27,662
2010-11 Quarter 3
91.9%
95.3%
0.4%
1.9%
25,883
2010-11 Quarter 4
93.0%
96.0%
0.4%
2.0%
26,900
2011-12 Quarter 1
95.2%
97.5%
0.1%
1.2%
28,147
2011-12 Quarter 2
91.3%
95.3%
0.3%
1.8%
30,164
2011-12 Quarter 3
91.6%
95.8%
0.3%
1.5%
32,981
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
46.3
:
:
99.2 %
2010-11 Quarter 2
41.3
:
:
95.8 %
2010-11 Quarter 3
49.0
:
:
75.6 %
2010-11 Quarter 4
77.0
:
:
96.1 %
2011-12 Quarter 1
38.4
:
:
97.4 %
2011-12 Quarter 2
51.2
:
:
86.4 %
2011-12 Quarter 3
57.7
:
:
78.6 %

2011-12 Quarter 4
93.9%
97.0%
0.2%
1.1%
33,217
2012-13 Quarter 1
94.9%
97.1%
0.3%
1.3%
31,966
2012-13 Quarter 2
94.8%
97.2%
0.2%
1.1%
32,916
2012-13 Quarter 3
95.1%
97.3%
0.1%
1.3%
32,082
2012-13 Quarter 4
95.0%
97.3%
0.2%
1.1%
32,221
2013-14 Quarter 1
96.2%
97.9%
0.1%
1.0%
33,013
2013-14 Quarter 2
95.8%
97.8%
0.2%
0.9%
33,595
2013-14 Quarter 3
93.5%
96.3%
0.3%
1.6%
32,694
2013-14 Quarter 4
94.0%
96.2%
0.3%
2.0%
32,556
2014-15 Quarter 1
95.4%
97.0%
0.1%
2.0%
31,389
2014-15 Quarter 2
95.7%
97.8%
0.2%
0.8%
31,694
2014-15 Quarter 3
94.0%
96.6%
0.3%
1.4%
30,568
2014-15 Quarter 4
94.7%
97.1%
0.3%
1.2%
33,232
2015-16 Quarter 1
95.1%
97.4%
0.3%
1.1%
31,935
2015-16 Quarter 2
95.0%
97.4%
0.2%
1.1%
32,499
2015-16 Quarter 3
92.3%
95.9%
0.3%
1.7%
34,407
2015-16 Quarter 4
95.2%
97.7%
0.2%
0.8%
35,439
2016-17 Quarter 1
93.5%
96.6%
0.4%
1.4%
35,812
2016-17 Quarter 2
91.7%
95.3%
0.4%
2.0%
36,233
2016-17 Quarter 3
93.0%
96.4%
0.2%
1.7%
35,350
2016-17 Quarter 4
94.3%
97.3%
0.3%
0.9%
35,467
2017-18 Quarter 1
92.6%
96.4%
0.3%
1.2%
35,451
2017-18 Quarter 2
93.1%
96.7%
0.3%
1.3%
36,012
2017-18 Quarter 3
92.0%
95.6%
0.3%
1.7%
35,135
2017-18 Quarter 4
92.7%
96.0%
0.4%
1.7%
35,173
2011-12 Quarter 4
50.1
:
:
90.1 %
2012-13 Quarter 1
62.6
:
:
99.3 %
2012-13 Quarter 2
36.2
:
:
99.0 %
2012-13 Quarter 3
36.7
:
:
99.5 %
2012-13 Quarter 4
38.6
:
:
90.8 %
2013-14 Quarter 1
60.7
:
:
99.1 %
2013-14 Quarter 2
76.1
:
:
99.5 %
2013-14 Quarter 3
83.7
:
:
99.8 %
2013-14 Quarter 4
127.0
:
:
100.0 %
2014-15 Quarter 1
62.9
:
:
99.8 %
2014-15 Quarter 2
78.7
:
:
99.1 %
2014-15 Quarter 3
60.5
:
:
99.3 %
2014-15 Quarter 4
94.8
:
:
99.9 %
2015-16 Quarter 1
102.2
87.9 %
87.9 %
98.2 %
2015-16 Quarter 2
50.7
98.0 %
98.0 %
99.0 %
2015-16 Quarter 3
130.7
78.9 %
78.9 %
99.0 %
2015-16 Quarter 4
72.3
72.0 %
72.0 %
99.0 %
2016-17 Quarter 1
32.7
84.3 %
84.3 %
100.0 %
2016-17 Quarter 2
33.1
80.5 %
80.5 %
100.0 %
2016-17 Quarter 3
28.9
66.9 %
66.9 %
100.0 %
2016-17 Quarter 4
27.8
93.9 %
93.9 %
100.0 %
2017-18 Quarter 1
24.2
99.8 %
99.8 %
100.0 %
2017-18 Quarter 2
24.3
99.8 %
99.8 %
100.0 %
2017-18 Quarter 3
22.9
99.8 %
99.8 %
100.0 %
2017-18 Quarter 4
21.7
99.8 %
99.8 %
100.0 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
94.0%
96.5%
0.3%
1.5%
107,788
2011-12
93.0%
96.4%
0.2%
1.4%
124,509
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
53.0
:
:
92.1%
2011-12
49.6
:
:
89.6%

2012-13
94.9%
97.2%
0.2%
1.2%
129,185
2013-14
94.9%
97.1%
0.2%
1.4%
131,858
2014-15
95.0%
97.1%
0.2%
1.4%
126,882
2015-16
94.4%
97.1%
0.2%
1.2%
134,280
2016-17
93.1%
96.4%
0.3%
1.5%
142,861
2017-18
92.6%
96.2%
0.3%
1.5%
141,771
2012-13
43.2
:
:
97.4%
2013-14
87.2
:
:
99.7%
2014-15
74.1
:
:
99.5%
2015-16
89.4
82.6%
82.6%
98.8%
2016-17
30.5
81.4%
81.4%
100.0%
2017-18
23.3
99.8%
99.8%
100.0%
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
r Chiltern revised their figures for number of stations managed in 2015-16.
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/