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UP Express Customer Charter

5 KPIs (November 2021)

On Time
Target: 97%

98.9%

Safe
Target: 2 or fewer

1.0

In the Know
Target: 4 or fewer

1.9

Comfortable
Target: 1 or fewer

1.0

Helpful
Target: 80%

89.6%

Promise
Target
Performance
To do our best to be on time We will run 97% of trains within 5 minutes of scheduled time. 98.9%
To always take your safety seriously We will have 2 or fewer complaints per 100,000 boardings regarding safety. 1.0
To keep you in the know We will have 4 or fewer complaints per 100,000 boardings regarding service status communication. 1.9
To make your experience comfortable We will have 1 or fewer complaints per 100,000 boardings regarding comfort in stations and trains. 1.0
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. 89.6%