Satisfaction Survey Results

Transport Focus surveys passengers to measure 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 84% 81% 3%

Station Facilities

Category Spring 2019 Spring 2018 Change
Overall satisfaction with the station 84% 76% 8%
Ticket buying facilities 84% 76% 8%
Provision of information about train times/platforms 91% 86% 5%
Upkeep/repair of the station buildings/platforms 81% 74% 7%
Cleanliness 84% 78% 6%
Toilet facilities at the station 53% 52% 1%
Attitudes and helpfulness of the staff 79% 75% 4%
Connections with other forms of public transport 75% 68% 7%
Facilities for car parking 58% 48% 10%
Facilities for bicycle parking 66% 35% 31
Overall environment 80% 73% 7%
Your personal security whilst using the station 71% 65% 6%
Availability of staff at the station 62% 56% 6%
Shelter facilities 76% 73% 3%
Availability of seating 62% 59% 3%
How request to station staff was handled 98% 87% 17%
Choice of shops/eating/drinking facilities available 46% 43% 3%
Availability of Wi-Fi 28% 23% 5%

Train Facilities

Category Spring 2019 Spring 2018 Change
Overall satisfaction with the train 77% 75% 2%
Frequency of the trains on that route 86% 79% 7%
Punctuality/reliability (i.e. the train arriving/departing on time) 80% 72% 8%
Length of time the journey was scheduled to take (speed) 90% 88% 2%
Connections with other train services 78% 72% 6%
Value for money of the price of your ticket 59% 58% 1%
Upkeep and repair of the train 66% 67% -1%
Provision of information during the journey 67% 57% 10%
Helpfulness and attitude of staff on train 55% 45% 10%
Space for luggage 51% 54% -3%
Toilet facilities 47% 44% 3%
Comfort of the seats 64% 59% 5%
Step or gap between the train and the platform 51% 51% 0%
Your personal security on board 68% 63% 5%
Cleanliness of the inside 67% 71% 2%
Cleanliness of the outside 69% 71% -2%
Availability of staff on the train 36% 26% 10%
How well train company deals with delays 47% 34% 13%
Usefulness of information about the delay 48% 43% 5%
Level of crowding 69% 66% 3%
Reliability of the Internet connection 30% 22% 8%
Availability of power sockets 15% 9% 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 West Midlands routes. If we don’t make the grade over the course of the year, there are stiff financial penalties.

West Midlands Routes Targets

Category Spring 2019 Target 2019 Change
Stations 72% 74% +8
Trains 64% 76% +1
Customer Service 65% 77% +9