Key Stats - Transpennine Express

Transpennine Express key statistics - Table 2.11

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 managed

Passenger journeys (millions)

Passenger kilometres (millions)

Passenger train kilometres (millions)

Route kilometres operated

2010-11

1,019

23.8

1,508.2

16.9

1,250.5

2011-12

1,030

24.8

1,575.8

17.0

1,250.5

2012-13

1,126

24.9

1,603.9

16.9

1,250.5

2013-14

1,175

26.1

1,663.3

16.9

1,250.5

2014-15

1,240

28.6

1,850.8

19.5

1,411.4

2015-16

1,135

29.4

1,953.7

19.6

1,250.5

2016-17¹

1,111

26.8

1,893.9

17.6

1,090.3

2017-18

1,117

27.9

2,010.2

17.9

1,091.1

Source: Network Rail, train operating companies and LENNON

Punctuality²

Complaints¹ ³

Percentage of trains within

Percentage of trains

Number of

Trains planned

Financial quarter

5 mins

10 mins

significantly

late

cancelled

2010-11 Quarter 1

88.9%

93.1%

0.4%

2.9%

17,304

2010-11 Quarter 2

86.7%

91.5%

0.5%

3.9%

17,574

2010-11 Quarter 3

72.0%

81.4%

2.1%

6.7%

17,145

2010-11 Quarter 4

85.8%

91.6%

0.6%

3.2%

17,039

2011-12 Quarter 1

87.8%

92.9%

0.4%

2.4%

17,213

2011-12 Quarter 2

86.6%

92.1%

0.6%

2.8%

17,430

2011-12 Quarter 3

82.6%

90.5%

0.7%

2.8%

17,218

Complaints answered within

Financial quarter

Complaints rate

handling target

10 working days

20 working days

2010-11 Quarter 1

49.4

100.0 %

2010-11 Quarter 2

55.4

100.0 %

2010-11 Quarter 3

83.0

99.9 %

2010-11 Quarter 4

83.0

100.0 %

2011-12 Quarter 1

60.0

98.4 %

2011-12 Quarter 2

68.0

100.0 %

2011-12 Quarter 3

80.5

100.0 %

2011-12 Quarter 4

88.1%

93.2%

0.6%

2.7%

17,235

2012-13 Quarter 1

87.6%

92.7%

0.5%

2.5%

17,368

2012-13 Quarter 2

86.7%

92.0%

0.5%

3.1%

17,663

2012-13 Quarter 3

78.0%

87.7%

0.9%

4.0%

17,415

2012-13 Quarter 4

80.5%

88.4%

0.8%

4.5%

18,295

2013-14 Quarter 1

87.7%

93.5%

0.3%

2.7%

19,992

2013-14 Quarter 2

80.5%

87.4%

0.7%

6.5%

17,955

2013-14 Quarter 3

75.3%

85.6%

1.1%

5.4%

17,111

2013-14 Quarter 4

82.8%

90.8%

0.7%

3.3%

17,230

2014-15 Quarter 1

80.2%

89.0%

1.0%

3.2%

19,272

2014-15 Quarter 2

74.7%

86.0%

1.1%

4.6%

21,451

2014-15 Quarter 3

67.3%

82.1%

1.4%

5.1%

20,769

2014-15 Quarter 4

80.1%

90.1%

0.9%

2.9%

20,818

2015-16 Quarter 1

82.0%

89.9%

0.8%

3.8%

21,109

2015-16 Quarter 2

80.0%

89.2%

0.8%

4.1%

21,582

2015-16 Quarter 3

63.2%

76.9%

1.8%

9.3%

20,871

2015-16 Quarter 4

77.8%

87.8%

0.8%

5.4%

20,823

2016-17 Quarter 1

81.2%

90.0%

0.6%

4.4%

21,555

2016-17 Quarter 2

81.3%

90.5%

0.7%

3.4%

21,408

2016-17 Quarter 3

72.2%

85.1%

1.3%

4.4%

21,228

2016-17 Quarter 4

81.1%

89.6%

0.8%

4.3%

20,865

2017-18 Quarter 1

81.8%

90.4%

0.6%

3.6%

21,190

2017-18 Quarter 2

81.0%

89.9%

0.5%

4.2%

21,680

2017-18 Quarter 3

66.5%

81.2%

1.2%

5.7%

21,298

2017-18 Quarter 4

72.2%

83.8%

1.3%

6.7%

21,187

2011-12 Quarter 4

70.6

92.9 %

2012-13 Quarter 1

40.3

100.0 %

2012-13 Quarter 2

58.1

100.0 %

2012-13 Quarter 3

68.5

100.0 %

2012-13 Quarter 4

69.3

100.0 %

2013-14 Quarter 1

45.0

99.6 %

2013-14 Quarter 2

58.8

99.8 %

2013-14 Quarter 3

58.7

99.1 %

2013-14 Quarter 4

46.5

99.8 %

2014-15 Quarter 1

39.7

99.9 %

2014-15 Quarter 2

46.2

94.0 %

2014-15 Quarter 3

46.0

99.4 %

2014-15 Quarter 4

40.2

100.0 %

2015-16 Quarter 1

35.3

98.0 %

99.9 %

100.0 %

2015-16 Quarter 2

37.4

95.3 %

99.8 %

100.0 %

2015-16 Quarter 3

47.1

70.7 %

89.7 %

100.0 %

2015-16 Quarter 4

50.7

84.5 %

94.7 %

100.0 %

2016-17 Quarter 1

38.7

82.6 %

97.9 %

99.6 %

2016-17 Quarter 2

22.8

47.4 %

81.1 %

91.0 %

2016-17 Quarter 3

27.8

43.3 %

47.7 %

55.6 %

2016-17 Quarter 4

61.4

45.0 %

63.6 %

76.1 %

2017-18 Quarter 1

41.3

91.4 %

97.9 %

99.9 %

2017-18 Quarter 2

36.9

89.9 %

99.9 %

100.0 %

2017-18 Quarter 3

42.6

37.7 %

85.1 %

100.0 %

2017-18 Quarter 4

57.9

41.4 %

63.8 %

99.8 %

Percentage of trains within

Percentage of trains

Number of

Trains planned

Financial year

5 mins

10 mins

significantly

late

cancelled

2010-11

83.4%

89.4%

0.9%

4.2%

69,062

2011-12

86.3%

92.2%

0.6%

2.7%

69,096

Complaints answered within

Financial year

Complaints rate

handling target

10 working days

20 working days

2010-11

68.0

100.0%

2011-12

69.8

99.9%

2012-13

83.2%

90.2%

0.7%

3.6%

70,741

2013-14

81.8%

89.5%

0.7%

4.4%

72,288

2014-15

75.5%

86.8%

1.1%

4.0%

82,310

2015-16

75.8%

86.0%

1.0%

5.6%

84,385

2016-17

79.0%

88.8%

0.9%

4.1%

85,056

2017-18

75.4%

86.3%

0.9%

5.0%

85,354

2012-13

59.0

100.0%

2013-14

52.3

99.5%

2014-15

43.1

98.2%

2015-16

42.7

85.6%

95.4%

100.0%

2016-17

37.9

54.3%

71.6%

80.1%

2017-18

44.7

61.3%

84.1%

99.9%

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:

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.

³ TransPennine Express have changed their complaint volumes methodology from 2016-17 Q1. Previously if one complaint correspondence contained several complaints, they would count all complaint types. From Q1 they would only count this as one complaint. This follows ORR guidance and is consistent with other TOCs. The impact of this is their complaints volumes has declined since last year, and any comparisons should be treated with caution.

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/