Survey shows four out of five rail journeys rated satisfactory or good

Four in five rail journeys (81 per cent) are rated satisfactory or good by customers, according to the Transport Focus National Rail Passenger Survey for Autumn 2017. Fewer than one in 10 journeys were rated unsatisfactory (8 per cent).

Commenting on the results of the survey, Jacqueline Starr, Managing Director of Customer Experience for the Rail Delivery Group – which brings together train operators and Network Rail to enable a better railway, said:

“Four out of five journeys were rated satisfactory or good by our customers but we know there is much more to do, which is why rail companies are working together with a long-term plan to change and improve. Our plan commits us to increasing satisfaction through the introduction of 7,000 new carriages enabling an extra 6,400 services a week by 2021, better connecting communities and boosting local economies across the country.”


Notes to editors

The 81 per cent figure for overall satisfaction is the same figure as last year, but the survey shows significant year on year increases in customer satisfaction in seventeen key areas, almost half of the 38 categories.

These include:

  • ticket buying facilities (up 2%); provision of information about train times/platforms (up 3%); attitudes and helpfulness of the staff (up 1%); availability of staff at the station (up 2%); how a request to station staff was handled (up 3%); choice of shops/eating/drinking facilities available (up 5%); availability of wi-fi (up 3%); provision of information during journey (up 4%); helpfulness and attitude of staff on train (up 3%); toilet facilities (up 4%); and, how well train company deals with delays (up 3%).

Working together, the partnership railway of the public and private sectors has published a long-term plan, called In Partnership for Britain’s Prosperity, to change and improve Britain’s railway. The plan will secure almost £85bn of additional economic benefits to the country and contains four commitments which will see rail companies: strengthen our economic contribution to the country; improve customers’ satisfaction; boost the communities we serve; and, create more and better jobs in rail. For more information go to Britain Runs on Rail

Transport Focus is the independent transport user watchdog. It surveyed 27,819 passengers across Great Britain as part of the NRPS between September and November 2017. It is the largest rail passenger satisfaction survey in the world.

Contact Information

Rail Delivery Group Media Team