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 Spring 2019 are shown below. Full results are available on the Transport Focus website.
Overall Satisfaction
| Category |
Spring 2019 |
Spring 2018 |
Change |
| Overall satisfaction with the journey |
83% |
81% |
2% |
Station Facilities
| Category |
Spring 2019 |
Spring 2018 |
Change |
| Overall satisfaction with the station |
82% |
79% |
3% |
| Ticket buying facilities |
77% |
83% |
-6% |
| Provision of information about train times/platforms |
87% |
89% |
-2 |
| Upkeep/repair of the station buildings/platforms |
77% |
74% |
3% |
| Cleanliness |
78% |
79% |
-1% |
| Toilet facilities at the station |
61% |
62% |
-1% |
| Attitudes and helpfulness of the staff |
79% |
76% |
3% |
| Connections with other forms of public transport |
79% |
77% |
2% |
| Facilities for car parking |
64% |
53% |
11% |
| Facilities for bicycle parking |
76% |
75% |
1% |
| Overall environment |
78% |
78% |
0% |
| Your personal security whilst using the station |
83% |
77% |
6% |
| Availability of staff at the station |
48% |
67% |
-19% |
| Shelter facilities |
77% |
69% |
8% |
| Availability of seating |
52% |
55% |
-3% |
| How request to station staff was handled |
89% |
87% |
2% |
| Choice of shops/eating/drinking facilities available |
60% |
60% |
0% |
| Availability of Wi-Fi |
37% |
43% |
-6% |
Train Facilities
| Category |
Spring 2019 |
Spring 2018 |
Change |
| Overall satisfaction with the train |
77% |
79% |
-2% |
| Frequency of the trains on that route |
83% |
74% |
9% |
| Punctuality/reliability (i.e. the train arriving/departing on time) |
79% |
77% |
2% |
| Length of time the journey was scheduled to take (speed) |
84% |
85% |
-1% |
| Connections with other train services |
74% |
79% |
-5% |
| Value for money of the price of your ticket |
51% |
50% |
1% |
| Upkeep and repair of the train |
67% |
73% |
-6% |
| Provision of information during the journey |
78% |
76% |
2% |
| Helpfulness and attitude of staff on train |
70% |
68% |
2% |
| Space for luggage |
52% |
60% |
-8% |
| Toilet facilities |
50% |
55% |
-5% |
| Comfort of the seats |
61% |
66% |
-5% |
| Step or gap between the train and the platform |
57% |
62% |
-5% |
| Your personal security on board |
79% |
78% |
1% |
| Cleanliness of the inside |
77% |
80% |
-3% |
| Cleanliness of the outside |
80% |
77% |
3% |
| Availability of staff on the train |
48% |
46% |
2% |
| How well train company deals with delays |
43% |
49% |
-6% |
| Usefulness of information about the delay |
55% |
66% |
9% |
| Level of crowding |
70% |
69% |
1% |
| Reliability of the Internet connection |
34% |
26% |
8% |
| Availability of power sockets |
16% |
19% |
-3% |
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 2019 |
Target 2019 |
Change |
| Stations |
68% |
70% |
+1 |
| Trains |
67% |
75% |
-2 |
| Customer Service |
66% |
66% |
+2 |
Long Distance Mainline Routes Targets
| Category |
Spring 2019 |
Target 2019 |
Change |
| Stations |
72% |
74% |
+8 |
| Trains |
64% |
76% |
+1 |
| Customer Service |
65% |
77% |
+3 |
