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. The results for Autumn 2019 are shown below. Full results are available on the Transport Focus website.

Overall Satisfaction

Category Autumn 2019 Autumn 2018 Change
Overall satisfaction with the journey 76% 85% -9%

Station Facilities

Category Autumn 2019 Autumn 2018 Change
Overall satisfaction with the station 76% 85% -9%
Ticket buying facilities 82% 83% -1%
Upkeep & repair of the station 79% 82% -3%
Cleanliness of the station 78% 84% -6%
Connections with other forms of public transport 73% 72% 1%
Car parking facilities 55% 66% -11%
Overall station environment 72% 81% -9%
Personal security at the station 72% 74% -2%
Provision of shelter facilities 72% 77% -4%
Availability of seating 59% 63% -4%
Choice of shops/eating/drinking facilities 37% 46% -9%
Facilities for cycle parking 51% 59% -8%

Train

Category Autumn 2019 Autumn 2018 Change
Overall satisfaction with the train 76% 80% -4%
Connections with other train services 62% 77% -15%
Upkeep & repair of the train 73% 74% -1%
Space for luggage 56% 54% 2%
Toilet facilities on the train 47% 46% 1%
Comfort of the seating area 65% 63% 2%
Personal security on the train 71% 72% -1%
Cleanliness of the inside of the train 75% 75% 0%
Cleanliness of the outside of the train 72% 78% -6%
Step or gap between platform & train 63% 61 2%
Level of crowding on the train 69% 71% -2%

Customer service

Category Autumn 2019 Autumn 2018 Change
Provision of information at the station 82% 91% -9%
Attitude & helpfulness of staff at the station 68% 77% -9%
Availability of staff at the station 66% 63% 3%
How request to station staff was handled 93% 88% 5%
Provision of information during the journey 75% 70% 5%
Attitude & helpfulness of staff on the train 53% 63% -10%
Availability of staff on the train 42% 44% -2%
How well the company dealt with delays 35% 52% -17%
Usefulness of information during delays 48% 56% -8%

Other questions

Category Autumn 2019 Autumn 2018 Change
Frequency of trains 74% 86% -12%
Punctuality & reliability 63% 71% -8%
Scheduled journey time (speed of journey) 84% 88% -4%
Value for money 55% 61% -6%
Toilet facilities at the station 51% 55% -4%
Availability of wifi at the station 31% 29% 2%
Reliability of the internet connection on the train 35% 27% 8%
Availability of power sockets on the train 21% 18% 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 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 Autumn 2019 Annual Score Target 2019 Variance
Stations 67% 70% 74% -5
Trains 66% 65% 75% -10
Customer Service 62% 64% 77% -14