Our commitments to customer satisfaction

Our targets in 2025 

Improving your digital experience and giving you a clear view of developments in our IS services: 

• +2 points in customer satisfaction with regard to digital contact points 
• 2 services improved or simplified thanks to digitisation 

Presenting you with the full range of SNCF Réseau services:
1 annual presentation of the range of services available to meet the customer's specific needs 

Making it easier for you to access our sidings:
Displaying the proportion of marketable tracks for the first commercial categories of sidings:  

• 65% Premium commercial 
• 67% CC1 commercial 
• 60% CC2 commercial 

Our targets for 2025

Managing budgets and deadlines in accordance with the Financing Agreements in the management of co-financed works: 

• 90% of investment operations completed at no extra cost (final cost less than 105% of the budget approved at the start of completion) 
• 95% of investment operations completed without delay (operations brought into service on the date agreed when the implementation phase was launched) 

Listening to your needs upstream for co-financed projects: 
1 systematic meeting to listen to the needs of funders and customers prior to the preliminary study by the regional departments 

Our targets in 2025 

Ensuring quality of service for timetable production and commercial capacity: 
99.8% of the processing of single train path-days ordered (excluding IS incidents of an applicant) on publication of the 2026 Annual Service 

Supporting you throughout your orders of train paths, systematically discussing any unallocated or cancelled train paths with you, and seeking an alternative solution if you so wish: 

• 6.4/10 on the item "Alternative solutions are proposed to you if it is impossible to allocate you the train path as you have requested"  
• 97% of requests for train paths that include unallocated train paths receive a reasoned response in the comments field of the GESICO train path ordering tool 

Reinforcing the stability of firm train paths allocated: 
98% stability of firm train paths allocated (= number of train path days subject to the Reciprocal Incentive due to Network / number of firm train path days allocated) 

For any long-term disruption, providing you with an updated transport plan: 
100% of transport plans reworked each time SONAR is launched 

Our targets in 2025 

Reinforcing the stability of firm train paths allocated and managing changes to transport plans due to works stoppages: 
-5% works deviations having an impact on your services compared to 2024, i.e. 1,050 criticality 2 and 3 deviations 

Finishing works on time every day (or giving you plenty of notice if they will be finished late): 
+5 additional performance points on the number of minutes of delay caused by late finishing of works (i.e. a target of less than 130,550 minutes of delay) 

Setting up new regional dialogue on the multi-annual programming of all works, including network regeneration financed by SNCF Réseau (for the mobility organising authority) 
1 dialogue per region based on the mapping of works scheduled for 2025/26/27 

Respecting the environment in all our works: 

• 100% rate of collection of materials sizing tracks, left during regeneration operations and prepared for re-use and recycling 
• 100% of EGALIM meetings conducted in compliance with the charter of commitments relating to the use of pharmaceutical products 

Our targets in 2025 

Reducing irregularities due to causes linked to our activities: 

• 4.2% irregularity rate, including external causes 
• 2.5% irregularity rate controllable Network causes  

For passenger services, providing you with an Estimated Time of Resumption of service quickly: 
5 minutes of reactivity to provide you with an Estimated Resumption Time 

In a crisis situation, acting together and transparently, in compliance with crisis standards: 
9/10 average monthly score for compliance with crisis room standards