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 80% 84% -4%

Station Facilities

Category Spring 2020 Spring 2019 Change
Overall satisfaction with the station 78% 84% -6%
Ticket buying facilities 81% 84% -3%
Upkeep & repair of the station 76% 81% -5%
Cleanliness of the station 77% 84% -7%
Connections with other forms of public transport 69% 75% -5%
Car parking facilities 61% 58% 3%
Overall station environment 72% 80% -8%
Personal security at the station 70% 71% -1%
Provision of shelter facilities 68% 76% -7%
Availability of seating 56% 62% -6%
Choice of shops/eating/drinking facilities 41% 46% -5%
Facilities for cycle parking 58% 66% -7%

Train

Category Spring 2020 Spring 2019 Change
Overall satisfaction with the train 75% 77% -2%
Connections with other train services 77% 78% -1%
Upkeep & repair of the train 69% 66% 3%
Space for luggage 55% 51% 3%
Toilet facilities on the train 43% 47% -4%
Comfort of the seating area 66% 64% 2%
Personal security on the train 70% 68% 2%
Cleanliness of the inside of the train 71% 67% 5%
Cleanliness of the outside of the train 71% 69% 2%
Step or gap between platform & train 55% 51% 4%
Level of crowding on the train 68% 69% -1%

Customer service

Category Spring 2020 Spring 2019 Change
Provision of information at the station 86% 91% -6%
Attitude & helpfulness of staff at the station 84% 79% 5%
Availability of staff at the station 60% 62% -2%
How request to station staff was handled 97% 98% -1%
Provision of information during the journey 64% 67% -3%
Attitude & helpfulness of staff on the train 54% 55% -1%
Availability of staff on the train 29% 36% -6%
How well the company dealt with delays 30% 47% -17%
Usefulness of information during delays 44% 48% -4%

Other questions

Category Spring 2020 Spring 2019 Change
Frequency of trains 79% 86% -7%
Punctuality & reliability 64% 80% -16%
Scheduled journey time (speed of journey) 83% 90% -6%
Value for money 52% 59% -6%
Toilet facilities at the station 54% 53% 1%
Availability of wifi at the station 28% 28% 0%
Reliability of the internet connection on the train 24% 30% -6%
Availability of power sockets on the train 21% 15% 7%

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 2020 Annual Target 2020 Variance
Stations 67% 77% -10
Trains 65% 76% -11
Customer Service 61% 80% -19