Case Study: Northern Trains achieves effortless SQ compliance and better passenger experience with mpro5

How mpro5 empowered Northern to pioneer a groundbreaking solution for Service Quality Regimes

Northern Trains faced significant challenges with an ineffective software solution for managing its Service Quality Regime (SQR) compliance. The existing system was inflexible, failed to deliver accurate scoring to the Rail North Partnership, and provided untrustworthy data, putting strain on stakeholder relationships and franchise obligations. This created a major administrative burden and hindered their ability to improve the passenger experience.

The vendor mpro5 implemented its fully digital compliance platform to address these issues. The solution provided Northern's auditors with a seamless mobile app to record data in real-time, automate remedial actions, and generate live dashboards for management. As a result, Northern restored trust in its SQR data, achieved marked improvements in its scores, and saved significant time, including 10 minutes on every clean, leading to increased efficiency and a better passenger experience.

Northern Rail

Laura McLaughlin

Service Quality Manager