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 Autumn 2018 Autumn 2017 Change
Overall satisfaction with the journey 84% 86% -2%

Station Facilities

Category Autumn 2018 Autumn 2017 Change
Overall satisfaction with the station 85% 84% 1%
Ticket buying facilities 83% 80% 3%
Provision of information about train times/platforms 91% 89% 2%
Upkeep/repair of the station buildings/platforms 82% 78% 4%
Cleanliness 84% 82% 2%
Toilet facilities at the station 55% 52% 3%
Attitudes and helpfulness of the staff 77% 78% -1%
Connections with other forms of public transport 72% 72% 0%
Facilities for car parking 66% 56% 10%
Facilities for bicycle parking 59% 56% 3
Overall environment 81% 76% 5%
Your personal security whilst using the station 74% 69% 5%
Availability of staff at the station 63% 63% %
Shelter facilities 77% 77% 0%
Availability of seating 63% 64% -1%
How request to station staff was handled 88% 96% -8%
Choice of shops/eating/drinking facilities available 46% 52% -6%
Availability of Wi-Fi 29% 33% -4%

Train Facilities

Category Autumn 2018 Autumn 2017 Change
Overall satisfaction with the train 80% 77% 3%
Frequency of the trains on that route 86% 82% 4%
Punctuality/reliability (i.e. the train arriving/departing on time) 71% 76% -2%
Length of time the journey was scheduled to take (speed) 88% 90% 0%
Connections with other train services 77% 76% 1%
Value for money of the price of your ticket 61% 60% 1%
Upkeep and repair of the train 74% 70% 4%
Provision of information during the journey 70% 70% 0%
Helpfulness and attitude of staff on train 63% 62% 1%
Space for luggage 54% 58% -4%
Toilet facilities 46% 49% -3%
Comfort of the seats 63% 64% -1%
Step or gap between the train and the platform 61% 58% 3%
Your personal security on board 72% 70% 2%
Cleanliness of the inside 75% 73% 2%
Cleanliness of the outside 78% 74% 4%
Availability of staff on the train 44% 40% 4%
How well train company deals with delays 52% 42% 10%
Usefulness of information about the delay 56% 54% 2
Level of crowding 71% 73% -2%
Reliability of the Internet connection 27% 34% -7%
Availability of power sockets 18% 19% -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 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 Autumn 2018 Combined Annual Target 2018 Change
Stations 64% 73% 68% 72% -4
Trains 63% 68% 66% 75% -9
Customer Service 56% 67% 61% 74% -13