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 on the Transport Focus website.
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% |
