Our performance 

The following metrics and targets have been carefully selected to demonstrate our performance against the commitments in our Customer Charter. They provide transparency and facilitate business improvement.

We welcome your enquiries, suggestions, complaints and compliments on our Customer Charter and its measurement.

Commitment	Performance measure	Period	Performance to previous period
		Result	Result	Trend
Your safety	We aim to reduce reported assaults * ^	5.4	4.1
Your time	Our City network trains arrive on time during peak periods +	90.08%	94.47%
Your surroundings	We inspect our City network station facilities regularly	58	62
Your personal service	Your feedback on our personal service is often a compliment	52%	53%
Your feedback	We respond to your feedback received about our City network within 10 days	97%	98%
Your feedback	We respond to your feedback received about our Traveltrain network within 10 days	98%	96%

Legend

	improved performance
	same performance
	declined performance

* result for October - December 2011
+ result for October - December 2011
^ reported assults per million customer journeys