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. Full results are available here.

Overall Satisfaction

Category Spring 2020 Spring 2019 Change
Overall satisfaction with the journey 79% 84% -5%

Station Facilities

Category Spring 2020 Spring 2019 Change
Overall satisfaction with the station 77% 83% -6%
Ticket buying facilities 78% 77% 1%
Upkeep & repair of the station 71% 78% -7%
Cleanliness of the station 78% 78% -1%
Connections with other forms of public transport 79% 79% 0%
Car parking facilities 64% 63% 1%
Overall station environment 78% 79% -1%
Personal security at the station 74% 83% -9%
Provision of shelter facilities 71% 78% -6%
Availability of seating 53% 53% 0%
Choice of shops/eating/drinking facilities 61% 61% 0%
Facilities for cycle parking 79% 76% 3%

Train

Category Spring 2020 Spring 2019 Change
Overall satisfaction with the train 68% 78% -9%
Connections with other train services 72% 72% 0%
Upkeep & repair of the train 66% 67% -1%
Space for luggage 48% 52% -3%
Toilet facilities on the train 46% 50% -4%
Comfort of the seating area 58% 60% -2%
Personal security on the train 76% 79% -3%
Cleanliness of the inside of the train 72% 78% -5%
Cleanliness of the outside of the train 70% 80% -11%
Step or gap between platform & train 59% 57% 2%
Level of crowding on the train 63% 71% -8%

Customer service

Category Spring 2020 Spring 2019 Change
Provision of information at the station 83% 88% -4%
Attitude & helpfulness of staff at the station 79% 80% 0%
Availability of staff at the station 69% 74% -5%
How request to station staff was handled 86% 92% -6%
Provision of information during the journey 69% 78% -10%
Attitude & helpfulness of staff on the train 72% 71% 2%
Availability of staff on the train 40% 48% -8%
How well the company dealt with delays 46% 43% 3%
Usefulness of information during delays 52% 55% -3%

Other questions

Category Spring 2020 Spring 2019 Change
Frequency of trains 73% 81% -8%
Punctuality & reliability 64% 79% -15%
Scheduled journey time (speed of journey) 77% 84% -7%
Value for money 54% 55% -1%
Toilet facilities at the station 66% 57% 9%
Availability of wifi at the station 32% 45% -14%
Reliability of the internet connection on the train 24% 34% -10%
Availability of power sockets on the train 20% 16% 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 2020 Target 2020 Variance
Stations 64% 70% -6%
Trains 59% 72% -13%
Customer Service 61% 72% -11%

Long Distance Mainline Routes Targets

Category Spring 2020 Target 2020 Variance
Stations 78% 75% 3%
Trains 67% 76% -9%
Customer Service 70% 77% -7%