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UP Express Customer Charter

5 KPIs (July 2020)

On Time
Target: 97%

99.3%

Safe
Target: 2 or fewer

3.6

In the Know
Target: 4 or fewer

6.7

Comfortable
Target: 1 or fewer

3.6

Helpful
Target: 80%

96.3%

Promise
Target
Performance
To do our best to be on time We will run 97% of trains within 5 minutes of scheduled time. 99.3%
To always take your safety seriously We will have 2 or fewer complaints per 100,000 boardings regarding safety. 3.6
To keep you in the know We will have 4 or fewer complaints per 100,000 boardings regarding service status communication. 6.7
To make your experience comfortable We will have 1 or fewer complaints per 100,000 boardings regarding comfort in stations and trains. 3.6
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. 96.3%