For customers

KPI: Customer satisfaction

We measure customer satisfaction with Wavelength, the rail industry’s customer service monitoring and measuring tool. It measures how satisfied our customers are with their overall journey.

Overview

Customer satisfaction for 2025/26 stands at 87.7%, representing a 3.3 percentage point increase from last year. In Period 8, the new Rail Customer Experience Survey survey was introduced. The expanded survey audience has given us a broader and more representative range of our customers perspectives.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We will further strengthen our customer insight capability by continuing to invest in and develop our customer data and insights team. Alongside this, we will continue to benchmark our performance through the Rail Customer Experience Survey, actively monitor and respond to Trustpilot reviews (current score 3.9), and track our progress within the UK Customer Satisfaction Index.

KPI: Complaints per 100k rail journeys

Any expression of dissatisfaction by a customer or potential customer about TfW Rail as a proportion of 100,000 rail passenger journeys.

Overview

The average number of complaints per 100,000 journeys in 2025/26 was 104 and represents a slight reduction of two complaints compared with 2024/25.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We will continue to review the key themes and issues identified through customer complaints and wider customer contact, using these insights to drive targeted improvements to the customer experience. We will build on our established ways of working with T Network leads, ensuring customer feedback informs local and regional priorities and actions. We'll work closely with colleagues across the business to share insight, track progress and embed a joined‑up approach to service improvement, with the goal of delivering more consistent outcomes and a better overall experience for our customers.

KPI: Rail passenger journeys

The total number of rail passengers who bought tickets across the Wales & Borders network. This includes Core Valley Lines and Wales & Cross Borders.

Overview

Rail passenger journeys increased by 9.9% in FY26 vs the previous year. This was primarily driven by growth in the South East Wales, South / West Wales and Wales & Borders regions.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

2. A Resilient Wales

5. A Wales of Cohesive Communities

Forward look

In 2026/27, we aim to attract new customers and continue to grow rail journeys. We'll increase demand by simplifying fares and improving value.

KPI: Core Valley Lines On Time (to 3 minutes)

The percentage of rail services arriving within 3 minutes of the scheduled arrival time across the Core Valley Lines. This is referred to internally as Passenger Time Lost. A weighting is applied to railway stations with the highest volume of customers so delays at higher footfall locations have a greater impact on the measure. For example, delays at Cardiff Queen Street have a greater impact on the percentage compared to Treherbert.

Overview

In 2025/26, punctuality on the Core Valley Lines further increased and represented our best period since these KPIs have been published, with industry leading levels of punctuality and year-on-year improvement. Due to the introduction of new trains and investment in the infrastructure we own we have improved the number of services running on time (to three minutes).

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We'll shortly introduce more new trains to the Core Valley Lines (including our new Class 398 tram-trains) and make further improvements to our infrastructure. We'll continue to work with Network Rail and Amey Infrastructure Wales to increase punctuality and reduce disruption.

KPI: Wales and Cross Borders On Time (to 3 minutes)

The percentage of rail services arriving within 3 minutes of the scheduled arrival time across Wales and Cross Borders, this is internally referred to as Passenger Time Lost. A weighting is applied to railway stations with the highest volume of customers so delays at higher footfall locations have a greater impact on the measure. For example, delays at Cardiff Central have a higher impact to the percentage compared to Pontypool and New Inn.

Overview

In 2025/26, punctuality on the Wales and Cross borders route further increased and demonstrated significant year-on-year improvement, while also delivering additional services and ehnanced timetables.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We'll shortly introduce more new trains and additional services across wider routes which will further reduce journey times and improve punctuality on the Wales and Cross Borders network. We will work with our suppliers to improve train availability and reliability. We'll work with Network Rail to improve timetable reliability, and work to mitigate delays from external disruptions.

KPI: On-the-day cancellations

The percentage of rail services cancelled on the day across the network as a proportion of the total number of services specified in the daily train plan.

Overview

We've improved cancellations significantly in comparison to 2024/25. This has been achieved by improving train availability on previously poorly performing routes. We've also implemented contingency plans to improve rapid service recovery of both passengers and trains when things do go wrong.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

On-the-day cancellations caused by train shortages will reduce as more new trains are introduced. We are also focusing on strategies that will reduce disruption for passengers in the event of extreme weather, train maintenance and infrastructure issues.

KPI: Pre-cancellations

The percentage of rail services cancelled prior to 10pm the day before operation as a proportion of the total number of services specified in the daily train plan.

Overview

Pre-cancellations were minimal across the course of the year. This reflected our careful resource planning, ensuring there were enough Drivers, Train Managers and other safety critical colleagues to operate the timetable. For our Drivers and Train Managers, Sundays are now part of their working week, resulting in an improved Sunday service.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

To make sure that we can deliver future timetable improvements and colleague training for our new trains, we'll maintain the number of Drivers, Train Managers and other safety critical colleagues.

KPI: TrawsCymru complaints per 100k journeys

Any expression of dissatisfaction by a customer or potential customer about TrawsCymru T1, T1C, T2, T3, T6, T10 journeys as a proportion of 100,000 TrawsCymru passenger journeys.

Overview

Complaints per 100k journeys continue to remain at a consistent low level throughout the year and is below the previous financial year. Our communication to customers about delays and disruption has improved. We are also working much more closely with operators to manage service levels where road works have an impact and making prompt changes to timetables reduce the risk of cancellations.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We have begun the rollout of 30 new vehicles across the TrawsCymru network, which will enhance the customer experience with more services having audio and visual next stop announcements. We will also be implementing our second driver training course. Our new live customer feedback system has launched and this will enable us to obtain live customer feedback about specific journeys and we will be able to target key areas for improvement based on this feedback.

KPI: TrawsCymru passenger journeys

The total number of passengers carried on the TrawsCymru T1, T1C, T2, T3, T6, T10 routes, this includes the T4 and T5 services as of 31st of August 2025.

Overview

TrawsCymru passenger journeys continue to increase. We're now running more consistent services across Wales and we expect further improvements as we roll out new vehicles. We have also simplified tickets and this has made it easier for customers to travel on multiple services with just one ticket.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

2. A Resilient Wales

5. A Wales of Cohesive Communities

Forward look

We'll improve customer experience in the future by providing further driver training and continuing to focus on punctuality, where we analyse the journeys that are not punctual and the root causes to ensure the customer feels the benefit of any timetable changes we make. We will continue working with the rail team to improve connections with rail, where the bus interacts with rail and have a consistent approach around connection times.

KPI: TrawsCymru cancellations

The percentage of scheduled TrawsCymru T1, T1C, T2, T3, T6, T10 journeys that were cancelled on-the day.

Overview

TrawsCymru journey cancellations were consistently low in the last financial year. The primary reasons for cancellations were road traffic congestion, driver availability, mechanical failure and adverse weather.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2026/27, our focus will remain on monitoring trends and root causes of cancellations to help us minimise disruption to customers. Our primary focus will be on any cancellation that is within our control and maintaining standards across our network.

KPI: Welsh language external complaints per 100k journeys

New complaints per 100,000 passenger journeys (TrawsCymru and Rail) to the Welsh Language Commissioner when the complainant has not received a service in Welsh from TfW or if they were dissatisfied with how TfW’s decision on a Welsh language issue.

Overview

Welsh Language External Complaints per 100K Journeys decreased when compared to 2024/25. We've run a programme of work to improve Welsh Language provision across our network.

Well-being of Future Generations Act (WFGA) goals addressed:

6. A Wales of Vibrant Culture and Thriving Welsh Language

Forward look

In 2026/27, we'll continue to monitor our Welsh language provision for customers and staff. This includes communication about infrastructure improvements and our work with external partners to ensure Welsh language standards are rigorously adhered to and that Welsh cultural opportunities are promoted.