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

In Q3 2024/25, customer satisfaction increased in comparison to the same quarter last year. In our Voice of the Customer forum, we listened to our customer feedback and made changes to our processes to improve customer service.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025, we will launch a new customer survey with an increased sample size. This will allow us to make targeted improvements based on customer feedback.

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

In Q3 2024/25, complaints per 100k rail journeys reduced in comparison to the same quarter last year. To improve the customer experience, we targeted root causes.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We are continuing to speed up the provision of real time information to our customers and colleagues. This ensures all parties have the most accurate information, particularly at times of disruption.

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

In Q3 2024/25, rail passenger journeys increased significantly compared to the same quarter last year. This was due to strong growth in short distance journeys of under 20 miles. This quarter, the volume of rail journeys increased, but the average distance of rail journeys reduced.

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 are enhancing the customer experience by providing easier ways of purchasing the best value tickets. In Q4, we will start to promote Pay As You Go ticketing in South East Wales following the rollout to 95 stations in Q3.

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 Q3 2024/25, punctuality on the Core Valley Lines decreased in comparison to the same quarter last year. This was due to the enhanced timetable continuing to embed and delays caused by infrastructure faults, trespass incidents, anti-social behaviour, extreme weather and low adhesion during autumn months. In Q3, Wales's first hybrid trains entered into service. Combined with the enhanced timetable, these have improved capacity, punctuality and frequency of service. Our hybrid trains are tri-mode so can run on overhead electric lines, battery or diesel and represent a significant step in decarbonising our fleet and supporting the Welsh Government's 2050 net zero targets.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025, we will introduce more tri-mode hybrid trains to the Core Valley Lines. Enhancements will be made to our infrastructure so that tri-mode hybrd trains can be used in other locations.

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 Q3 2024/25, punctuality on the Wales and Cross Borders network increased in comparison with the same quarter last year despite extreme weather conditions and low adhesion throughout autumn. In late Q3, a major timetable change was introduced which amended the frequency and pattern of services across much of the network. Our long-distance routes saw an increase in passenger capacity thanks to an increase from four to five carriages on Mark 4 locomotive hauled sets and older model trains being replaced by new Class 197 trains.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We are taking delivery of more Class 197 trains which will reduce journey times and continue to improve punctuality on the Wales and Cross Borders network. In Q4, these will be introduced between Birmingham and Shrewsbury.

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

In Q3 2024/25, on-the-day cancellations increased in comparison to the same quarter last year. This was the result of infrastructure incidents, low adhesion, train shortages and the introduction of a new timetable on both the Core Valley Lines and Wales and Cross Borders networks. On-the-day cancellations were also impacted by the extreme weather conditions of Storms Bert and Darragh which caused infrastructure and rolling stock damage due to flooding and high winds.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

To enable us to adapt quickly in the event of extreme weather, we are focusing on mitigation strategies and contingency plans that will reduce disruption for passengers. Fleet maintenance and renewal schedules are planned to relieve infrastructure issues caused by seasonal change. In 2025, on-the-day cancellations caused by train shortages should reduce as more new trains are introduced onto the network.

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

In Q3 2024/25, pre-cancellations decreased in comparison to the same quarter last year. This reflected our careful resource planning, ensuring there were enough train drivers, conductors and other safety critical colleagues to operate the timetable. The risk of driver shortages on Sundays has been reduced due to Sundays now being included in the working week.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We are working to maintain numbers of drivers, conductors and other safety critical colleagues so that future timetable enhancements can be delivered and colleague training for our new trains can take place. The risk of conductor shortages on Sundays will be reduced in 2025 when Sundays will be included in the working week.

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

In Q3 2024/25, complaints per 100k TrawsCymru journeys decreased in comparison to the same quarter last year, when complaints temporarily rose following the introduction of new timetables on the T2 (Bangor - Aberystwyth) and T3 (Wrexham - Barmouth) routes. These timetables have since embedded and complaints reduced. In Q3, we held customer engagement events to gain insight into the customer experience and determine targeted focus areas.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025, we will hold more customer engagement events to gather feedback on our service and identify customer trends. We will continue to track our performance through contract monitoring and driver training to ensure passengers experience consistently high-quality journeys.

KPI: TrawsCymru passenger journeys

The total number of passengers carried on the TrawsCymru T1, T1C, T2, T3, T6, T10 routes.

Overview

In Q3 2024/25, TrawsCymru passenger journeys remained in line with the same quarter last year. Our consistent operating standards and fare structures continued to attract new customers, as shown by the 47% increase in passengers on the T10 (Bangor to Corwen) route this quarter compared to the same quarter last year.

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

To provide existing and prospective TrawsCymru customers with high standards of service and consistently good value tickets, we are looking at ways of combining rail and bus travel in one ticket. We already provide integrated ticketing on the T1 (Aberystwyth to Carmarthen) service and this will be rolled out to other TrawsCymru routes in 2025. We are also introducing next stop audio and visual announcements which will improve the provision of on board information for passengers.

KPI: TrawsCymru cancellations

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

Overview

In Q3 2024/25, TrawsCymru cancellations increased in comparison to same quarter last year due to weather related events. Storm Bert caused short notice cancellations on the T1 (Aberystwyth to Carmarthen) and T1C (Aberystwyth to Cardiff) routes due to snow and ice. A red weather warning was issued for Storm Darragh which resulted in the cancellation of all TfW TrawsCymru services for safety reasons. Communities on the T2 (Bangor to Aberystwyth) route were also affected by Storm Darragh as diversions had to be put in place.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025, our focus will remain on identifying root causes of cancellations and working with our contracted TrawsCymru route operators to ensure cancellations are kept to a minumim. In the event of disruption, reducing impact by keeping customers well informed will remain a key priority.

KPI: Complaints to Welsh Language Commissioner 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

In Q3 2024/25, complaints to the Welsh Language Commissioner per 100k journeys decreased in comparison with the same quarter last year. Complaints in the quarter were about a lack of bilingual signage on board a train and a website error, both of which were resolved swiftly and required no further action.

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

6. A Wales of Vibrant Culture and Thriving Welsh Language

Forward look

We continue to monitor our Welsh language provision at stations, on board trains and buses and on our digital services to ensure Welsh language standards are rigorously adhered to. Our Welsh Language Strategy is available on our website and aligns with the Welsh Government’s 2050 strategy.