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

Rail customer satisfaction improved by 2.4 percentage points to 84.4%. This year, we closely analysed customer feedback to improve our services and infrastructure.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In Q4 of 2024/25, we launched a new customer satisfaction survey which will increase our feedback sample size. In 2025/26, we will use this to better understand our customers' points of view so we can prioritise and implement targeted improvements across our network.

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 2024/25 complaints for train travel have fallen when compared to 2023/24. Complaints about delays and cancellations on the network reduced as we’ve completed the electrification of the Treherbert, Aberdare & Merthyr lines, offered improved accessible boarding and improved the reliability of our services.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26 we are researching methods to improve the feedback process, making it easier for customers to contact us.

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 2024/25 Rail Passenger Journeys increased significantly compared to 2023/24. This 19.4% increase was primarily driven by shorter-distance journeys across the TfW network, with the South East Wales Metro area and the North East of the TfW network seeing strong growth. The transformation of the Core Valley Lines and the introduction of new trains across the network is likely to have contributed to this strong Year-on-Year growth.

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 2025/26, we will attract new users to the network as we enhance the services we offer. We will also take steps to encourage customers to travel more frequently 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 2024/25 Core Valley Lines On Time (to 3 minutes) decreased slightly compared to 2023/24. The context of this was a major timetable change in June which increased station stops by 45%, enhancing customer choice and train frequency across the network. After an initial period of adaptation, the new timetable, new trains and infrastructure improvements have resulted in a successful year for punctuality and the Core Valley Lines now have electrified rail services for the first time in their history.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, we will introduce more tri-mode hybrid trains to the Core Valley Lines and make further enhancements to our infrastructure. Focus areas to improve punctuality include working with partners to mitigate the impact of trespass, extreme weather and seasonal variance on train service delivery.

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 2024/25, Wales and Cross Borders On Time (to 3 minutes) increased compared to 2023/24. This success was due to a major timetable change in December which increased station stops by 19% combined with the continued rollout of new trains and their ability to run in longer formations and our First Class locomotive hauled services running in 5-carriage formation. This improved not just punctuality but also capacity and comfort for customers. We were also awarded a Silver Whistle award by the Chartered Institution of Railway Operators for the most improved regional on-time performance, but we know there is still lots of work to do to drive further improvements.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, we will take delivery of more Class 197 trains 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 and work with Network Rail to improve timetable reliability and mitigate the impact of trespass, extreme weather and seasonal variance on the railway.

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 2024/25, On-the-Day Cancellations increased in comparison with 2025/26. This was due to the introduction of a new timetable on the Core Valley Lines which initially caused an increase in partial cancellations and skipped stops to protect service punctuality. Pleasingly the year ended well as rolling out new trains on multiple routes helped to reduce cancellations.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, On-the-Day Cancellations caused by train shortages will reduce as more new trains are introduced onto the network. We are also focusing on strategies that will reduce disruption for passengers in the event of extreme weather, fleet 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

In 2024/25, Pre-Cancellations significantly reduced compared to 2023/24. This reflected our careful resource planning, ensuring there were enough train drivers, conductors and other safety critical colleagues to operate the timetable. For our train drivers, Sundays are now part of their working week resulting in a improved Sunday service.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, we are working to maintain the number 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 this year 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 2025/26, TrawsCymru Complaints per 100k Journeys halved compared to 2023/24. A key driver for this reduction was improved communication about customer impacting changes to services. We also increased our customer engagement events including Tea with Traws, which was a forum for customers to talk to us openly about our services.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, we will hold more customer engagement events to gather feedback on our service and prioritise areas for improvement. Our successful driver training focused on customer satisfaction will be made mandatory to all TrawsCymru drivers and a second module will be introduced as we continue to focus on improving the consistency and quality of the customer experience across the bus network.

KPI: TrawsCymru passenger journeys

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

Overview

In 2024/25, TrawsCymru Passenger Journeys increased compared to 2023/24. Our consistent operating standards, fare structures and integrated rail and bus tickets continued to attract new customers with passenger numbers increasing on the T10 (Bangor to Corwen) and the T2 (Bangor to Aberystwyth) routes. We rolled out Tap On Tap Off across the network which made journeys simpler for customers and provided value for money. Nine new buses were introduced to the T2 (Bangor to Aberystwyth) and T3 (Barmouth to Wrexham) routes which improved service delivery for customers.

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 2025/26, we will continue to provide TrawsCymru customers with a consistent and high standard of service across the network. We will standardise our fare structure as more TrawsCymru routes join TfW and we will provide high standards of service as all of our drivers will receive customer satisfaction training.

KPI: TrawsCymru cancellations

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

Overview

In 2024/25, TrawsCymru Cancellations increased compared to 2023/24. These cancellations were made in the interests of colleague and public safety during Storms Bert and Darragh. Storm Darragh had the highest impact on cancellations as it caused all TfW TrawsCymru services to be cancelled for a whole day. This year, we continued to improve communication to our customers in the event of disruption using the TrawsCymru website, TrawsCymru app and social media.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, our focus will remain on monitoring trends and root causes of cancellations to help us minimise disruption to customers by reducing service recovery time in the event of cancellations. We intend to build upon the previous success of temporary timetables for planned road works. This will involve liaising with local authorities and highway agencies which in the past, has proven to give the customer more consistency when road works affect service delivery. We will also continue to focus on improving communication to our customers in the event of disruption.

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 2024/25, Complaints to the Welsh Language Commissioner per 100k Journeys decreased significantly in comparison with 2023/24. This year these complaints were about announcements on board our trains and at our stations, and e-marketing content.

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

6. A Wales of Vibrant Culture and Thriving Welsh Language

Forward look

In 2025/26, we will 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 shared. Our Welsh Language Strategy is available on our website and aligns with the Welsh Government’s strategy of having one million Welsh speakers by 2050. TfW's contribution to Welsh Government's annual compliance is monitored in the Welsh Language Standard report.