Four in five passengers satisfied but more to do to improve services and reliability

Four in five passengers (81 per cent) are satisfied with their train journeys overall, according to the latest independent nationwide survey – but rail companies acknowledge they must do better to improve services and reliability.  

  • 81 per cent overall satisfaction with train journeys
  • £50BN-plus Railway Upgrade Plan to improve journeys
  • More than 5,500 new train carriages by end of 2020
  • 1.7BN passenger journeys a year – more than 4.5M a day on average

Overall satisfaction has been 80 per cent or higher since autumn 2007 with fewer than one in ten passengers dissatisfied, although figures published today (24 January) show a two per cent drop in overall satisfaction among passengers surveyed in autumn 2016 compared to autumn 2015.

Jacqueline Starr, Rail Delivery Group Managing Director of Customer Experience – representing train operators and Network Rail - said:

“We know we must do better. We’re sorry when customers don’t get the service they expect, including those affected by strikes. Everyone in the railway is working hard to make train journeys better from start to finish.

“After decades of under-investment and with passenger numbers soaring to 4.5million a day on thousands more trains, the railway is full in many places. Rail companies are working together to deliver more than £50billion of improvements, including more than 5,500 new train carriages, to tackle congestion and make journeys faster, more comfortable and more reliable. While we build the bigger, better railway the country needs there will be some disruption.”

Eight per cent of passengers said they were dissatisfied while 11 per cent were neither satisfied nor dissatisfied, according to the latest National Rail Passenger Survey (NRPS) by independent watchdog Transport Focus.

Click here to find out more about the work to upgrade Britain's railway and why the investment is needed. 


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Rail Delivery Group Media Team