Satisfaction Survey Results

Transport Focus surveys passengers to measure satisfaction with Great Britain’s railways.

Transport Focus, an independent customer body, conducts the National Rail Passenger Survey (NRPS) twice a year. Results are published nationally and by train company in the Spring and Autumn. We've published our Spring 2018 results below. Full results are available on the Transport Focus website.

Overall Satisfaction

Category Spring 2018 Spring 2017 Change
Overall satisfaction with the journey 81% 84% -3%

Station Facilities

Category Spring 2018 Spring 2017 Change
Overall satisfaction with the station 78% 81% -3%
Ticket buying facilities 79% 78% 1%
Provision of information about train times/platforms 88% 87% 1%
Upkeep/repair of the station buildings/platforms 74% 77% -3%
Cleanliness 79% 81% -2%
Toilet facilities at the station 59% 58% 1%
Attitudes and helpfulness of the staff 76% 79% -3%
Connections with other forms of public transport 72% 77% -5%
Facilities for car parking 51% 62% -11%
Facilities for bicycle parking 55% n/a n/a
Overall environment 76% 76% 0%
Your personal security whilst using the station 71% 73% -2%
Availability of staff at the station 62% 66% -4%
Shelter facilities 72% 74% -2%
Availability of seating 58% 57% 1%
How request to station staff was handled 86% 92% -6%
Choice of shops/eating/drinking facilities available 53% 54% -1%
Availability of Wi-Fi 34% 35% -1%

Train Facilities

Category Sprint 2018 Spring 2017 Change
Overall satisfaction with the train 77% 79% -2%
Frequency of the trains on that route 77% 81% -4%
Punctuality/reliability (i.e. the train arriving/departing on time) 75% 79% -4%
Length of time the journey was scheduled to take (speed) 87% 87% 0%
Connections with other train services 75% 75% 0%
Value for money of the price of your ticket 55% 54% 1%
Upkeep and repair of the train 70% 73% -3%
Provision of information during the journey 67% 71% -4%
Helpfulness and attitude of staff on train 58% 63% -5%
Space for luggage 57% 57% 0%
Toilet facilities 50% 49% 1%
Comfort of the seats 63% 67% -4%
Step or gap between the train and the platform 57% 58% -1%
Your personal security on board 70% 72% -2%
Cleanliness of the inside 75% 75% 0%
Cleanliness of the outside 74% 73% 1%
Availability of staff on the train 36% 43% -7%
How well train company deals with delays 40% 41% -1%
Usefulness of information about the delay 44% n/a n/a
Level of crowding 68% 70% -2%
Reliability of the Internet connection 25% 25% 0%
Availability of power sockets 15% 16% -1%

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) and 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 2018 Target
Stations 64% 72%
Trains 63% 75%
Customer Service 56% 74%

London Commuter Routes Targets

Category Spring 2018 Target
Stations 67% 68%
Trains 69% 74%
Customer Service 64% 69%

West Coast Routes Targets

Category Spring 2018 Target
Stations 76% 74%
Trains 73% 78%
Customer Service 71% 76%