Satisfaction Survey Results

The National Rail Passenger Survey (NRPS) measures passenger satisfaction with Great Britain’s railways.

Transport Focus, an independent customer body, conducts these surveys twice a year. Results are published nationally and by train company in the Spring and Autumn. The results for Autumn 2018 are shown below. Full results are available on the Transport Focus website.

Overall Satisfaction

Category Autumn 2018 Autumn 2017 Change
Overall satisfaction with the journey 85% 83% 2%

Station Facilities

Category Autumn 2018 Autumn 2017 Change
Overall satisfaction with the station 85% 83% 2%
Ticket buying facilities 84% 84% 0%
Provision of information about train times/platforms 89% 90% -1
Upkeep/repair of the station buildings/platforms 77% 81% -4%
Cleanliness 81% 82% -1%
Toilet facilities at the station 61% 60% 1%
Attitudes and helpfulness of the staff 85% 83% 2
Connections with other forms of public transport 83% 78% 5%
Facilities for car parking 62% 56% 6%
Facilities for bicycle parking 72% 68% 4%
Overall environment 80% 78% 2%
Your personal security whilst using the station 77% 79% -2%
Availability of staff at the station 73% 70% 2%
Shelter facilities 76% 78% -2%
Availability of seating 58% 53% 5%
How request to station staff was handled 92% 92% 0%
Choice of shops/eating/drinking facilities available 62% 57% 5%
Availability of Wi-Fi 37% 43% -6%

Train Facilities

Category Autumn 2018 Autumn 2017 Change
Overall satisfaction with the train 78% 82% -4%
Frequency of the trains on that route 83% 78% 5%
Punctuality/reliability (i.e. the train arriving/departing on time) 79% 81% -2%
Length of time the journey was scheduled to take (speed) 84% 85% -1%
Connections with other train services 83% 80% 3%
Value for money of the price of your ticket 51% 55% -4%
Upkeep and repair of the train 75% 80% -5%
Provision of information during the journey 76% 79% -3%
Helpfulness and attitude of staff on train 69% 78% -9%
Space for luggage 61% 59% 2%
Toilet facilities 51% 59% -8%
Comfort of the seats 65% 66% -1%
Step or gap between the train and the platform 62% 64% -2%
Your personal security on board 78% 80% -2%
Cleanliness of the inside 76% 85% -9%
Cleanliness of the outside 78% 86% -8%
Availability of staff on the train 45% 48% -3%
How well train company deals with delays 45% 37% 8%
Usefulness of information about the delay 48% 36% 12%
Level of crowding 71% 68% 3%
Reliability of the Internet connection 34% 46% -12%
Availability of power sockets 16% 22% -6%

Our Targets

We’ve been set annual NRPS targets by the Department for Transport (DfT) based on the average of our train, station and customer service scores for the London Commuter (Northampton-London and branch lines), West Coast (Trent Valley and Liverpool routes). If we don’t make the grade over the course of the year, there are stiff financial penalties.

London Commuter Routes Targets

Category Spring 2018 Autumn 2018 Combined Annual Target 2018 Change
Stations 67% 72% 70% 68% 2
Trains 69% 71% 70% 74% -4
Customer Service 64% 69% 66% 69% -3

Long Distance Mainline Routes Targets

Category Spring 2018 Autumn 2018 Combined Annual Target 2018 Change
Stations 76% 77% 76% 74% 2
Trains 73% 71% 72% 78% -6
Customer Service 71% 70% 70% 76% -6