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UP Express Customer Charter

5 KPIs (August 2021)

On Time
Target: 97%

98.7%

Safe
Target: 2 or fewer

4.0

In the Know
Target: 4 or fewer

11.2

Comfortable
Target: 1 or fewer

0.2

Helpful
Target: 80%

93.0%

Promise
Target
Performance
To do our best to be on time We will run 97% of trains within 5 minutes of scheduled time. 98.7%
To always take your safety seriously We will have 2 or fewer complaints per 100,000 boardings regarding safety. 4.0
To keep you in the know We will have 4 or fewer complaints per 100,000 boardings regarding service status communication. 11.2
To make your experience comfortable We will have 1 or fewer complaints per 100,000 boardings regarding comfort in stations and trains. 0.2
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. 93.0%