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How was it for you?

The independent view of how customers rate our performance.

LNER On Track customer report

To find out what we’re up to, and the improvements we’re making you can download a pdf copy of LNER On Track, our new customer report. You can also visit our get in touch page to request a copy from our Customer Services team.

Read the report here

What we're measuring

Service Quality

We’re committed to delivering a reliable, welcoming and comfortable experience every time you travel with us. Our Service Quality measures helps us monitor how well we’re performing across our trains and stations, focusing on the things that matter most to our customers - from well‑maintained facilities to great customer service.

Customer Satisfaction

To help us understand what we’re doing well and where we can do more, we regularly gather feedback through our Customer Satisfaction survey. This gives us direct insight into our customers’ experiences - from the ease of planning a journey to how people feel on board. Your feedback plays a key role in shaping improvements, helping us create journeys that feel more comfortable, more reliable and more enjoyable.

How we measure performance

Our performance is reported in four‑week periods, with 13 periods making up each reporting year. The year begins in April (Period 1), and we publish the latest results here as soon as they’re available - usually around two weeks after each period ends. Each period, we review how we’re performing across key Service Quality and Customer Satisfaction areas. This helps us understand where we’re delivering well and where we can continue to improve.

DfT Targets and KPIs

As part of our Service Agreement with the Department for Transport, we work towards a range of operational Targets and Key Performance Indicators (KPIs). These guide our focus and ensure we’re delivering the standards our customers and communities expect. In the ‘What We’re Measuring’ section below, you’ll find the Targets we have committed to - along with how we’re performing against them.

LNER's Period 4 Performance on Service Quality

LNER's performance was below the Department for Transport (DfT) target level for Station Cleanliness during Period 4 of Financial Year 2026-27 which ran from 28 June 2026 to 25 July 2026. These targets are included in the Services Agreement between LNER and DfT. Service Quality data is reported with a delay of 4-weeks (one rail period).

Customer satisfaction

Department for Transport (DfT) Operator Performance Targets

What We’re Measuring	FY2526Period 01	FY2526Period 02	FY2526Period 03	FY2526Period 04	FY2526Period 05	FY2526Period 06	FY2526 Period 07	FY2526 Period 08	FY2526Period 09	FY2526Period 10	FY2526Period 11	FY2526 Period 12	FY2526 Period 13	FY 2627 Period 01	FY 2627 Period 02	FY 2627 Period 03	FY2627 Period 04
DfT target overall Customer Satisfaction - moving annual average	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%	69.0%
Overall Customer Satisfaction - moving annual average	69.2%	69.3%	69.7%	70.0%	69.7%	70.1%	70.3%	70.1%	70.2%	70.1%	70.0%	70.2%	70.0%	69.1%	68.5%	68.0%	68.0%
DfT target satisfaction with Information in Disruption - moving annual average	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%	68.0%
Satisfaction with Information in Disruption - moving annual average	68.7%	69.2%	69.8%	69.9%	69.6%	70.0%	70.2%	70.0%	70.3%	70.2%	69.9%	69.9%	70.1%	69.3%	68.9%	68.7%	68.6%

Additional Key Performance Indicators

What We’re Measuring	FY2627 Period 01	FY2627 Period 02	FY2627 Period 03	FY2627 Period 04	FY2627 Period 05	FY2627 Period 06	FY2627 Period 07	FY2627 Period 08	FY2627 Period 09	FY2627 Period 10	FY2627 Period 11	FY2526 Period 12	FY2526 Period 13	FY 2627 Period 01	FY 2627 Period 02	FY 2627 Period 03	FY2627 Period 04
Customer Complaints per 100,000 journeys	93	86	77	99	103	86	105	160	172	132	97	95	122	167	117	144	121

Service Quality

Service Quality data will be one rail period behind, due to reporting timeframes.

What We’re Measuring	Q1 DfT Target	FY2526Period 01	FY2526Period 02	FY2526Period 03	Q2 DfT Target	FY2526Period 04	FY2526 Period 05	FY2526Period 06	Q3 DfT Target	FY2526 Period 07	FY2526 Period 08	FY2526Period 09	Q4 DfT Target	FY2526Period 10	FY 2526 Period 11	FY2526 Period 12	FY2526 Period 13	Q1 DfT Target	FY2627 Period 01	FY2627 Period 02	FY 2627 Period 03
Condition of Station Facilities	90.0%	99.0%	97.0%	82.5%	90.0%	93.5%	93.6%	97.2%	90.0%	97.7%	98.8%	97.4%	90.0%	97.2%	93.5%	97.5%	99.0%	90.0%%	96.2%	99.2%	97.2%
Station Cleanliness	85.0%	91.0%	90.0%	91.0%	85.0%	90.0%	92.0%	92.0%	85.0%	91.0%	90.0%	90.0%	85.0%	80.0%	86.0%	86.0%	86.0%	85.0%	86.0%	86.0%	86.0%
Ticket Buying Facilities	97.0%	99.7%	99.5%	99.1%	97.0%	99.4%	98.9%	99.1%	97.0%	99.3%	99.7%	99.3%	97.0%	98.9%	99.6%	99.5%	99.3%	97.0%	99.8%	99.8%
Condition of On-Train Facilities	98.0%	99.0%	98.9%	99.0%	98.0%	98.9%	98.9%	98.2%	98.0%	98.7%	99.3%	99.1%	98.0%	99.1%	99.3%	99.2%	99.0%	98.0%	99.2%	98.9%
On-Train Cleanliness	85.0%	91.0%	90.0%	91.0%	.085%	91.0%	91.0%	91.0%	85.0%	90.0%	90.0%	90.0%	85.0%	91.0%	91.0%	91.0%	91.0%	85.0%	91.0%	92.0%	92.0%

Service Quality Definitions

What We're Measuring	Service Quality Definition
Condition of Station Facilities	We work in close partnership with our maintenance provider to make sure our stations, and the facilities that our customers use there, are kept at a high standard of repair and are of the quality that our customers expect – attending to any reported faults as quickly as possible. This measure represents the percentage of faults that were repaired during the same 4-week Rail Period in which they were reported.
Station Cleanliness	We work in partnership with our provider to ensure that our stations and facilities are cleaned regularly and to a high standard. Along with our provider, we carry our regular cleaning audits at all our locations to ensure that cleaning is being carried out to the standards that we and our customers expect This measure is the percentage of audits that were undertaken that showed that the cleaning had fully met our expected high standard.
Ticket Buying Facilities	We want to ensure that our customers have a choice for how they can purchase a ticket before travel. Tickets can be bought via our website, through our LNER app or by calling our telesales team on 03457 225 333 At the station tickets can be purchased through our Ticket Vending Machines or at Ticket Offices staffed by LNER colleagues. This measure shows the percentage of time throughout the 4-week Rail Period that these ‘at station’ options were fully available as expected.
Condition of On-Train Facilities	We inspect our trains every day to ensure that you can expect a comfortable environment with facilities in good working order. This measure shows the percentage of our trains that were running with no faults found during these inspections.
On-Train Cleanliness	We work in partnership with our provider to ensure that our trains and on-board facilities are cleaned regularly and to a high standard. Along with our provider, we carry our regular cleaning audits across the route to ensure that cleaning is being carried out to the standards that we and our customers expect This measure is the percentage of audits that were undertaken that showed that the cleaning had fully met our expected high standard

Rail Passenger Scorecard

Transport Focus, the independent watchdog for transport users, have developed a train operator scorecard to how see how passengers rate their overall journey, the punctuality of their service, the level of cancellations and satisfaction with complaints.

LNER’s scorecard highlights how we are performing on the journey elements that matter most to passengers. The scorecard draws on Transport Focus satisfaction results and industry data on punctuality and cancellations, and complaints to produce a comparative snapshot for each train operator.

LNERs scorecard can be found on the Transport Focus website.

You can visit https://www.transportfocus.org.uk/publication/lner-scorecard-5/ to view the full report.

Your comments and feedback

We’d love to hear your comments.

So if you think we really could do better, or you’ve had a great time travelling with us, visit our Get in touch page to leave your feedback. You can also use our freepost ‘Comments and Compliments’ forms which are available online and from our stations. They can be handed in at any LNER station or posted to us.

Complaints

And if it's a more formal issue, we have a complaints procedure so you know what to expect in terms of resolution.

Download our Customer Complaints Handling Procedure

From top-to-bottom, we listen to and act on customer feedback. We actively seek our customer views, and pay close attention to what independent surveys tell us.

Performance Snapshot

See the latest figures on our customer performance.

How was it for you?

LNER On Track customer report

What we're measuring

Service Quality

Customer Satisfaction

How we measure performance

DfT Targets and KPIs

LNER's Period 4 Performance on Service Quality

Customer satisfaction

Department for Transport (DfT) Operator Performance Targets

Additional Key Performance Indicators

Service Quality

Service Quality Definitions

Rail Passenger Scorecard

Your comments and feedback

We’d love to hear your comments.

Complaints

Performance Snapshot

Early bird ticket alerts

Early bird ticket alerts

How was it for you?

LNER On Track customer report

What we're measuring

Service Quality

Customer Satisfaction

How we measure performance

DfT Targets and KPIs

LNER's Period 4 Performance on Service Quality

Customer satisfaction

Department for Transport (DfT) Operator Performance Targets

Additional Key Performance Indicators

Service Quality

Service Quality Definitions

Rail Passenger Scorecard

Your comments and feedback

We’d love to hear your comments.

Complaints

Performance Snapshot

Early bird ticket alerts​

Early bird ticket alerts​

Early bird ticket alerts

Early bird ticket alerts