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 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