For customers

KPI: Customer satisfaction

We measure customer satisfaction with Wavelength, the rail industry’s customer service monitoring and measuring tool. It measures how satisfied our customers are with their overall journey.

Overview

Customer satisfaction is trending upwards. In the last quarter, we have seen significant improvements in scores around a number of areas, including passenger assist, food, drink and retail options at our stations, how long delays took and how well we explained why the delay was happening, and both station and onboard Wi-Fi.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We have continued to strengthen our customer insight capabilities. Through this investment we will be able to gain a faster understanding of the issues that matter most to our customers. We can then respond more quickly and reduce the impact of recurring challenges.

KPI: Complaints per 100k rail journeys

Any expression of dissatisfaction by a customer or potential customer about TfW Rail as a proportion of 100,000 rail passenger journeys.

Overview

Complaints per 100,000 journeys remained low in Quarter 1, a reduction of 3 complaints per 100,000 journeys compared last quarter and a reduction of 16 complaints per 100,000 journeys from Quarter 1 last year.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We will continue to review the key themes and issues identified through customer complaints and wider customer contact, using these insights to drive targeted improvements to the customer experience. We'll work closely with colleagues across the business to share insight, track progress and embed a joined up approach to service improvement.

KPI: Rail passenger journeys

The total number of rail passengers who bought tickets across the Wales & Borders network. This includes Core Valley Lines and Wales & Cross Borders.

Overview

Rail passenger journeys increased by 17.7% in Quarter 1 2025/26 versus the same quarter last year.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

2. A Resilient Wales

5. A Wales of Cohesive Communities

Forward look

In 2026/27, we aim to attract new customers and continue to grow rail journeys. We'll increase demand by simplifying fares and improving value.

KPI: Core Valley Lines On Time (to 3 minutes)

The percentage of rail services arriving within 3 minutes of the scheduled arrival time across the Core Valley Lines. This is referred to internally as Passenger Time Lost. A weighting is applied to railway stations with the highest volume of customers so delays at higher footfall locations have a greater impact on the measure. For example, delays at Cardiff Queen Street have a greater impact on the percentage compared to Treherbert.

Overview

Punctuality on the Core Valley Lines remains strong, and continues to deliver industry leading levels of punctuality and year-on-year improvement.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

After the introduction of the first tram-train in Quarter 1, we'll continue to introduce additional new trains on the Core Valley Lines and make further improvements to our infrastructure. We'll continue to work with Network Rail and Amey Infrastructure Wales to increase punctuality and reduce disruption.

KPI: Wales and Cross Borders On Time (to 3 minutes)

The percentage of rail services arriving within 3 minutes of the scheduled arrival time across Wales and Cross Borders, this is internally referred to as Passenger Time Lost. A weighting is applied to railway stations with the highest volume of customers so delays at higher footfall locations have a greater impact on the measure. For example, delays at Cardiff Central have a higher impact to the percentage compared to Pontypool and New Inn.

Overview

Despite significant year-on-year and longer term improvement, punctuality on the Wales and Cross borders route dipped slightly this quarter compared to last quarter, partly as a consequence of the impact of adverse weather.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We'll shortly introduce more new trains and additional services across wider routes which will further reduce journey times and improve punctuality on the Wales and Cross Borders network. We will work with our suppliers to improve train availability and reliability. We'll work with Network Rail to improve timetable reliability, reduce people trespassing on the railway and mitigate the impact of extreme weather, anti-social behaviour, and other disruptions.

KPI: On-the-day cancellations

The percentage of rail services cancelled on the day across the network as a proportion of the total number of services specified in the daily train plan.

Overview

Cancellations rose in Quarter 1, with adverse weather impacting services significantly. Despite this increase, overall, cancellations reflect a long term positive trend.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

On-the-day cancellations caused by train shortages will reduce as more new trains are introduced. We are also focusing on strategies that will reduce disruption for passengers in the event of adverse weather, train maintenance and infrastructure issues.

KPI: Pre-cancellations

The percentage of rail services cancelled prior to 10pm the day before operation as a proportion of the total number of services specified in the daily train plan.

Overview

While pre-cancellations increased slightly compared to this quarter last year they remained low, they rose due to our proactive mitigations against the impact of adverse weather. For our Drivers and Train Managers, Sundays are now part of their working week, resulting in an improved Sunday service.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

To make sure that we can deliver future timetable improvements and colleague training for our new trains, we will maintain the number of Drivers, Train Managers and other safety critical colleagues.

KPI: TrawsCymru complaints per 100k journeys

Any expression of dissatisfaction by a customer or potential customer about TrawsCymru T1, T1C, T2, T3, T6, T10 journeys as a proportion of 100,000 TrawsCymru passenger journeys.

Overview

Complaints per 100k journeys continue to remain at a consistent low level throughout the quarter and show a reduction compared to last year. The roll out of 30 new vehicles across the network is providing a modern and more reliable fleet. we will be relocating some of our 2 year old vehicles to other parts of the TrawsCymru network to replace some of the older vehicles in the fleet. We continue to invest in driver training to maintain and improve the customer experience.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We will continue to review customer feedback and focus on the key issues that are being raised. We will also continue to hold community engagement events across our network to allow customers to speak directly with us about TrawsCymru services as well as providing updates about our network.

KPI: TrawsCymru passenger journeys

The total number of passengers carried on the TrawsCymru T1, T1C, T2, T3, T6, T10 routes, this includes the T4 and T5 services as of 31st of August 2025.

Overview

TrawsCymru passenger journeys continue to increase. Our network is now delivering a more consistent product across Wales with a modern fleet that is more accessible with audio and visual stop announcements. Fares and tickets have been simplified and we are seeing an increasing in customers purchasing tickets through the TrawsCymru app.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

2. A Resilient Wales

5. A Wales of Cohesive Communities

Forward look

Our focus will continue on the customer experience by providing further driver training and continuing to focus on punctuality and reliability to maintain customer confidence. We will continue to work with our partners around community events to ensure that there is sufficient capacity for customers where we need it. We will continue working with the rail team to improve connections with rail.

KPI: TrawsCymru cancellations

The percentage of scheduled TrawsCymru T1, T1C, T2, T3, T6, T10 journeys that were cancelled on-the day.

Overview

TrawsCymru journey cancellations were consistently low and we operated 99.6% of all scheduled journeys in the last three months. The primary reasons for cancellations were due to road traffic congestion, mechanical failure and short notice road closures.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2026/27, our focus will remain on monitoring trends and root causes of cancellations to help us minimise disruption to customers. Our primary areas of focus will be on any cancellation that is within our control and how effective we are at recovering the service and keeping disruption for customers to an absolute minimum.

KPI: Welsh language external complaints per 100k journeys

New complaints per 100,000 passenger journeys (TrawsCymru and Rail) to the Welsh Language Commissioner when the complainant has not received a service in Welsh from TfW or if they were dissatisfied with how TfW’s decision on a Welsh language issue.

Overview

Welsh Language External Complaints per 100k Journeys decreased when compared to Quarter 1 2025/26, and remained stable compared to last quarter. We've run a programme of work to improve Welsh Language provision across our network.

Well-being of Future Generations Act (WFGA) goals addressed:

6. A Wales of Vibrant Culture and Thriving Welsh Language

Forward look

In 2026/27, we'll continue to monitor our Welsh language provision for customers and staff. This includes communication about infrastructure improvements and our work with external partners to ensure Welsh language standards are rigorously adhered to and that Welsh cultural opportunities are promoted.