Performance
The company has stated that it experienced many breakdowns due to the outdated rolling stock it inherited and which it has now replaced. The services to London have received more attention, although the neglect of the local Midland services outside of Birmingham has led to the company having some of the lowest performance rates of any British rail franchise. The company has seen marked improvements in customer satisfaction rates during 2010, with train frequency, reliability and value all rising by 11% in the customers' eyes. The state of onboard toilet facilities, however, showed no marked improvement.
In the summer and autumn of 2012 many services suffered cancellations owing to a shortage of train operating staff.
Punctuality has continued to suffer, as the most recent performance figures for London Midland released by NR (Network Rail) show. Punctuality fell from 88.2% PPM (period 10 last year) to 77.7% PPM (period 10 this year). The MAA (moving annual average) up to 5 January 2013 was 87.6%.
Read more about this topic: London Midland
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