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UP Express Customer Charter

5 KPIs (April 2020)

On Time
Target: 97%

99.5%

Safe
Target: 2 or fewer

0.0

In the Know
Target: 4 or fewer

14.6

Comfortable
Target: 1 or fewer

0.0

Helpful
Target: 80%

90.0%

Promise
Target
Performance
To do our best to be on time We will run 97% of trains within 5 minutes of scheduled time. 99.5%
To always take your safety seriously We will have 2 or fewer complaints per 100,000 boardings regarding safety. 0.0
To keep you in the know We will have 4 or fewer complaints per 100,000 boardings regarding service status communication. 14.6
To make your experience comfortable We will have 1 or fewer complaints per 100,000 boardings regarding comfort in stations and trains. 0.0
To help you quickly and courteously We will ensure that 80% of all calls into the contact centre are answered within 30 seconds or less. 90.0%