We’re delivering improvements to the public transport network in Wales.

Find out additional information about our objectives, how we operate and our achievements.

 

Rail performance

Our passengers deserve a high quality, reliable and punctual service, so we’ve introduced a new set of performance metrics, unique to TfW, focussed on delivering a greater experience for our passengers. 

In the past, rail targets were measured by Public Performance Measures which meant that it would be acceptable for a train to be late for most of a journey but arrive on time at the last scheduled stop. Often this would be achieved by skipping stops to ‘catch up’ with the timetable.

TfW doesn’t believe that this approach is right for our passengers, so we’re measuring three essential metrics, to help improve our services and customers’ journeys: Passenger Time Lost, Cancellations and Short Formations. These focus on punctuality, reliability and capacity respectively.

Passenger Time Lost is a new metric which measures punctuality (to within 3 minutes) at every recorded station stop on a journey whilst taking account of the number of passengers arriving at their destination. This allows us to track our customers’ experiences with the aim to ensure that passengers arrive at their destination on time. 
 
Cancellations measures the reliability of the service, and Short Formations takes into account the capacity of the service, by measuring the percentage of services formed with fewer passenger vehicles than planned in the train plan.

 

Period 5 | 2023/24

Service provision

KPI Name KPI Description Period
Actual		 Prior Period 
Actual		 Prior
Year		 Period
MAA
Passenger Time Lost (PTL) - Core Valley Lines The percentage of services arriving within 3 minutes of the scheduled arrival time, whilst applying a weighting to locations which service our highest volume of customers across the Core Valley Lines. Delays at higher footfall locations have a greater impact on the PTL percentage. 88.7% 87.8% 83.0% 83.7%
Passenger Time Lost (PTL) - Wales and Borders The percentage of services arriving within 3 minutes of the scheduled arrival time, whilst applying a weighting to locations which service our highest volume of customers across the Wales Borders Lines. Delays at higher footfall locations have a greater impact on the PTL percentage. 67.3% 67.2% 64.5% 69.6%
Short Formations The number of services that operate below the capacity required in the timetable. 13.86% 13.95% 7.91% 9.11%
On-the-Day Cancellations The percentage of service cancellations (service reliability) across the network. To align with industry standards and Network Rail, Cancellations have been recalculated taking 0.5 for part and 1.0 for full. 4.30% 4.80% 3.93% 5.57%

 

Effectiveness

KPI Name KPI Description Period
Actual		 Prior Period 
Actual		 Prior
Year		 Period
MAA
Passenger km The total number of kilometers travelled by passengers. 86.92M 82.70M 78.83M 75.94M
Passenger and Farebox Revenue The revenue earned from ticket sales, this is commonly referred to as Passenger Revenue (although Farebox Income is used interchangeably across the industry). £11.93M £11.56M £9.96M £10.34M
Total Passengers Carried The total number of ticketed passengers carried across the network 1,978,419 1,889,237 1,714,828 1,804,506

 

Customer

KPI Name KPI Description Period
Actual		 Prior Period 
Actual		 Prior
Year		 Period
MAA
Customer Satisfaction The customer satisfaction score from Wavelength. A tool that aims to listen, understand, measure and evaluate our customers’ feedback 83% 84% 89% 82%

 

Cost efficiency

KPI Name KPI Description Period
Actual		 Prior Period 
Actual		 Prior
Year		 Period
MAA
Cost per Passenger km The total operational cost per passenger km travelled. £0.45 £0.46 £0.35 £0.46
Cost per Passengers Carried The total operational cost per passengers carried. £19.94 £20.17 £16.07 £19.35
NOx Emissions per Passenger km The amount of NOx particulate emissions produced by train fuel only per passenger km travelled. 0.02 0.02 0.01 0.02
CO2 Emissions per Passenger km The amount of Carbon Dioxide emissions produced by our services per passenger km travelled. 0.10 0.11 0.09 0.11