National Passenger Survey Stakeholder Report …d3cez36w5wymxj.cloudfront.net/migrated/National...

Rebecca Hunt BDRC Continental Kingsbourne House 229-231 High Holborn London, WC1V 7DA Tel: 020 7490 9148 Email: [email protected]

David Greeno Passenger Focus Fleetbank House 2-6 Salisbury Square London, EC4Y 8JX Tel: 0300 123 0837 Email: [email protected]

Contacts:

National Passenger Survey Stakeholder Report (formerly called Consultees Report) Spring 2013

1.1 2 5.1 62

1.2 Issues affecting fieldwork 3 5.2 63

2.1 5 6.1 64

2.2 6 6.2 80

2.3 7

2.4 9

2.5 11 7.1 100

2.6 13 7.2 117

3.1 14 8.1 119

3.2 18 8.2 120

3.3 22

4.1 26 9.1 121

4.2 27 9.2 122

4.3 42 9.3 123Train factors by train company Standard reports produced for NPS

Business travellers Unweighted sample compition for all train companies

Leisure travellers

Overall satisfaction by train company Rail sectors definitions

Station factor results by train company Region definitions

Train factors: national level Other available information

Trend in overall satisfaction by passenger type Demographic information

Commuters Weighted sample compition for all train companies

Trend in satisfaction with station factors by region Train factors

Trend in satisfaction with train factors by region

Overall satisfaction and station factors: national level

ContentsMethodology Peak/off peak satisfaction: station factors

Peak/off peak satisfaction: train factors

Trend in overall satisfaction by region Overall satisfaction and station factors

Introduction 1

Key results 2

1

Results by journey purpose 3

Results by train company 4

Results by time of travel 5

Results by region 6

Technical appendix 9

Sample composition 8

Additional information in NPS 7

- the size of station- time of day- length of shift

- weekday/weekend- journey purpose (Commuter, Business, Leisure)- station size (this profile is applied for each TOC building block)

The data for number of journeys and profiles by these variables was generated from ORR data (2012).

Questionnaires are normally handed out at stations to customers about to board a train.

A reply paid envelope is provided for returning questionnaires.

Each Train Operating Company (TOC) is sampled separately. Interviewers are given a number of questionnaires to hand out at a station.

At Gatwick and Heathrow Airports and for some shifts at certain London termini, questionnaires are handed out to passengers of a specific TOC. From Autumn 2003 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these were also targeted).

The number of questionnaires handed out will depend on:

TOC data is compiled to provide a national sample.

Fieldwork is carried out each Spring (February/March) and Autumn (September/October). Up to Spring 2003, fieldwork took place over 3 weeks.

In Autumn 2003, the fieldwork was extended to an 11 week period, from 26 August to 9 November, to provide a better representation of journeys.

Quotas for returned questionnaires are set overall and by weekday/weekend, journey purpose and station size.

All data for a TOC in this Report is weighted up to the number of passenger journeys annually on the TOC and the profile of those journeys by:

The stations for each TOC were stratified by number of passengers and a number of stations in each size stratum is sampled.This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC.National results are constructed by combining data for all TOCs together, weighting by number of journeys.

From Autumn 2007 standard region definitions have been used replacing older rail regions. Analysis for the old regions is available on request.

For more details of NPS methodology, visit www.passengerfocus.org.uk

1.1 Methodology 1

2 1.1 Methodology

Spring 2013 (Wave 28)

Fieldwork for Wave 28 was undertaken between 12th January and 24th March 2013.

A number of shifts were affected by the severe weather early in the fieldwork period. Both train services and fieldworker transport were disrupted resulting in a number of shifts being rescheduled.

First Capital Connect results are likely to have been affected by several major service disruptions over 10 days, due to multiple infrastructure failures, which resulted in the cancellation of a significant number of trains.

As with previous waves, planned engineering works meant that some shifts were also rescheduled. As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running.

Autumn 2012 (Wave 27)Fieldwork for Wave 27 was undertaken between 1st September and 12th November 2012. Top up shifts were run within the last3 weeks of fieldwork.

Due to a Network Rail ban on all fieldwork during the Paralympics, NPS shifts at Network Rail Stations started on 10th September.

To ensure the data did not potentially include data where respondents answers were possibly biased, a small number of shifts affected by the distribution of gift bags by station staff to respondents with questionnaires were removed from the database and the shifts affected were then replaced.

As with previous waves, planned engineering works meant that some shifts were rescheduled. As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running.

1.2 Issues affecting fieldwork 1

3 1.2 Issues affecting fieldwork

Spring 2012 (Wave 26)The fieldwork for Wave 26 (Main and Boost) was undertaken between 28th January and 30th March 2012. Top up shifts were run within the last 3 weeks of fieldwork.Due to a change of franchise holder, the ‘National Express East Anglia’ train company became ‘Greater Anglia’ on 5th February 2012. Fieldwork and distribution of questionnaires for this train company started a week later than others on 5th February as we waited for this change to take place.

In the latter stages of fieldwork we were refused permission to work on a small number of shifts. This meant the rescheduling of a few shifts but ultimately they were all done by the 30th March.


Autumn 2011 (Wave 25)Wave 25 fieldwork (Main and Boost) was undertaken between 1st September 2011 and 18th November 2011. Top up shifts were run within the last 3 weeks of the fieldwork period.Delayed fieldwork on a separate rail industry project led to a smaller number of NPS shifts than normal at London Euston during the first couple of weeks of fieldwork, with others planned being moved to later in the fieldwork period.


1.2 Issues affecting fieldwork (cont'd) 1

4 1.2 Issues affecting fieldwork (cont'd)

2.1 Overall satisfaction with journey 2

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

National Total London South East

East East Midlands

National total versus eastern regions Percentage of passengers satisfied 2008 to 2013

National total versus western regions Percentage of passengers satisfied 2008 to 2013

National total versus northern regions Percentage of passengers satisfied 2008 to 2013

5

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

National Total South West

Wales West Midlands

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

National Total North East

North West Scotland

Yorkshire & Humberside


2.2 % satisfaction with station factors 2

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

Overall satisfaction with the stationThe upkeep/repair of the station buildings/platformsCleanliness of the stationOverall station environmentThe provision of shelter facilitiesAvailability of seating

Satisfaction with station environment Percentage of passengers satisfied 2008 to 2013

Satisfaction with station staff Percentage of passengers satisfied 2008 to 2013

Satisfaction with station facilities Percentage of passengers satisfied 2008 to 2013

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

The attitudes and helpfulness of the staffThe availability of staffHow request to station staff was handledTicket buying facilities

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

Provision of information about train times/platformsThe facilities and services at the stationConnections with other forms of public transportFacilites for car parking at the stationYour personal security whilst using the station

2.2 % satisfcation with station factors 6

2.3 % satisfaction with train factors 2

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

The frequency of the trains on that routePunctuality/reliability (i.e. the train arriving/departing on time)The length of time the journey was scheduled to take (speed)

Satisfaction with timing factors Percentage of passengers satisfied 2008 to 2013

Satisfaction with train environment Percentage of passengers satisfied 2008 to 2013

Satisfaction with train staff Percentage of passengers satisfied 2008 to 2013

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

Overall satisfaction with the trainUpkeep and repair of the trainThe cleanliness of the inside of the trainThe cleanliness of the outside of the train

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

The helpfulness and attitude of the staff on trainThe availability of staff

2.3 % satisfaction with train factors 7

2.3 % satisfaction with train factors (cont'd) 2

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

Sufficient room for all the passengers to sit/standThe comfort of the seating areaThe ease of being able to get on and off the train

Satisfaction with accessing and seating Percentage of passengers satisfied 2008 to 2013

Satisfaction with on board facilities Percentage of passengers satisfied 2008 to 2013

Satisfaction with other aspects of train journey Percentage of passengers satisfied 2008 to 2013

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

The space for luggageThe toilet facilitiesThe provision of information during the journey

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

Connections with other train servicesThe value for money for the price of your ticketYour personal security whilst on boardHow well train company dealt with delays

2.3 % satisfaction with train factors (cont'd) 8

National level results for all passengers

2.4 Overall satisfaction and station factors 2

% satisfied/good

At 95% confidence level: + denotes significant increase - denotes significant decrease

Spring 2013 Spring 2012

2

2

3

2

3

2

10

3

5

5

8

6

9

7

15

5

11

17

14

11

19

17

21

20

49

52

43

45

47

49

38

39

33

25

31

36

22

25

17

32

1

2

3

4

5

6

7

8

Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

76 77

75 73

81 81

70 67 +

74 71 +

55 50 +

71 71

83 - 82 Overall satisfaction (26587)

Overall satisfaction with the station

(26323)

Ticket buying facilities (13109)

Provision of information about train times/platforms

(25489)

The upkeep/repair of the station buildings/platforms

(25384)

Cleanliness (25546)

The facilities and services (22195)

The attitudes and helpfulness of the staff (19248)

2.4 Overall satisfaction and station factors 9 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012


2.4 Station factors (cont'd) 2

% satisfied/good



3

18

3

2

6

5

11

5

7

15

8

4

11

13

22

6

15

18

22

26

23

19

21

6

43

30

49

45

40

42

33

24

32

19

18

23

20

22

13

58

1

2

3

4

5

6

7

8


49 49

67 67

68 68

60 60

63 -

46 -

83 83

73 + 75 Connections with other forms

of public transport (19103)

Facilities for car parking (9115)

The overall station environment

(25545)

Your personal security whilst using

(23290)

The availability of staff

(21973)

The provision of shelter facilities1

(21753)

Availability of seating1

(23949)

How request to station staff was handled

(3881)

2.4 Station factors (cont'd) 10 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012


2.5 Train factors 2 At 95% confidence level:

+ denotes significant increase - denotes significant decrease

2

4

6

2

3

16

3

3

4

5

5

10

8

4

5

21

9

9

7

5

15

9

8

10

16

21

15

15

19

25

53

45

38

42

44

27

50

50

43

38

25

31

40

42

32

15

23

24

28

27

1

2

3

4

5

6

7

8

9

10


79 -

78 81 -

84 85

76 77

42 42

73 74 -

73 75 -

71 70

65 64

77 78 -


% satisfied/good

Overall satisfaction with the train1

(26542)

The frequency of the trains on that route

(26063)

Punctuality/reliability (i.e. train arriving/departing on time)

(26206)

The length of time the journey was scheduled to take (speed)

(25790)

Connections with other train services

(14804)

The value for money for the price of your ticket

(24801)

Cleanliness of the train (26530)

The upkeep and repair of the train

(25879)

The provision of information during the journey

(24031)

The helpfulness and attitude of staff on train

(15498)

2.5 Train factors 11 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012


2.5 Train factors (cont'd) 2 At 95% confidence level:


8

24

9

4

2

2

3

3

13

12

17

17

10

8

5

2

9

7

14

14

23

22

14

18

14

20

16

22

29

36

38

26

40

49

48

47

51

50

30

28

15

10

27

21

32

30

22

19

15

10

1

2

3

4

5

6

7

8

9

10


53 55 -

67 69 -

71 72

79 80 -

77 77

73 75 -

69 71 -

45 47

38 37

37 37


% satisfied/good

The space for luggage (20603)

The toilet facilities (11569)

Sufficient room for all the passengers to sit/stand

(25781)

The comfort of the seating area

(25822)

The ease of being able to get on and off

(26135)

Your personal security whilst on board

(24675)

The cleanliness of the inside

(26304)

The cleanliness of the outside

(22224)


(19565)

How well train company dealt with delays

(5250)

2.5 Train factors (cont'd) 12 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012


0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

16-34 35-54 55+

By age Percentage of passengers satisfied 2008 to 2013

By gender Percentage of passengers satisfied 2008 to 2013

By journey type Percentage of passengers satisfied 2008 to 2013

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

Male Female

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

Commuter Business Leisure


National level results for commuters


% satisfied/good



3

2

3

3

3

3

12

4

6

6

10

7

11

8

17

7

15

19

16

13

20

18

21

23

52

54

45

49

48

50

37

40

24

19

26

28

19

21

14

26

1

2

3

4

5

6

7

8


73 73

71 69

77 77

66 63 +

71 68 +

51 44 +

66 66

77 76 Overall satisfaction (11775)


(11712)



(11495)


(11480)

Cleanliness (11487)


The attitudes and helpfulness of the staff

(9367)




% satisfied/good



3

21

3

2

6

6

13

8

8

15

9

5

12

14

25

9

16

19

23

27

24

20

22

10

44

30

49

47

41

41

30

31

29

16

15

19

17

18

10

41

1

2

3

4

5

6

7

8


45 44

64 63

66 64

57 56

60 -

40 -

72 76

70 + 73 Connections with other forms




(11542)


(10856)


(10458)


(10233)


(11034)


(1090)





3

6

8

3

4

24

4

4

5

6

7

13

12

6

6

26

11

11

8

6

18

10

11

12

18

21

17

17

21

30

55

47

42

46

46

21

51

49

44

38

18

24

27

33

25

8

17

18

22

20

1

2

3

4

5

6

7

8

9

10


73 -

69 73 -

80 80

71 73

29 29

68 69

68 69 -

66 65

58 56

70 72


% satisfied/good


(11775)


(11741)


(11682)


(11549)


(6781)


(11244)



(11559)


(10864)


(6734)





9

30

14

6

3

2

3

3

16

15

18

17

14

10

6

3

10

8

16

17

25

23

15

20

16

23

18

24

29

40

37

23

37

48

49

48

51

50

28

23

11

7

20

16

26

24

17

16

10

6

1

2

3

4

5

6

7

8

9

10


48 51 -

57 59 -

64 65

75 76

72 72

68 69

66 66

38 37

29 30

30 30


% satisfied/good

The space for luggage

(9244)

The toilet facilities

(5361)


(11593)


(11469)


(11674)


(11160)


(11670)


(10146)

The availability of staff (8859)


(2642)


National level results for business travellers


% satisfied/good



2

2

4

2

3

2

8

3

5

6

5

6

9

6

11

3

12

18

15

11

21

21

23

22

53

50

45

44

46

47

41

41

29

24

31

37

21

25

17

32

1

2

3

4

5

6

7

8


75 75

76 73

81 80

67 66

71 70

57 52 +

73 74

85 - 82 Overall satisfaction (4052)

Overall satisfaction with the station (4013)



(3905)


(3886)

Cleanliness (3905)



(2500)




% satisfied/good



3

15

3

1

5

5

12

5

7

19

9

2

10

13

26

7

12

18

22

28

24

21

20

4

44

30

49

46

41

42

30

20

34

18

17

23

20

20

12

64

1

2

3

4

5

6

7

8


48 50

66 65

69 70

60 61

62 -

42 -

84 85

76 78 Connections with other forms




(3905)


(3453)


(3048)


(2954)


(3457)


(688)





2

3

4

1

3

12

2

2

3

3

5

9

6

5

4

21

10

9

7

3

16

10

8

11

16

25

16

17

20

22

57

46

38

42

44

29

50

51

44

41

22

32

43

41

33

13

22

21

25

31

1

2

3

4

5

6

7

8

9

10


78 -

81 85 -

83 84

77 78

42 44

72 75

72 75 -

69 70

72 67 +

78 82 -


% satisfied/good


(4047)


(3899)


(3960)


(3921)


(2175)


(3799)

Cleanliness of the train

(4043)


(3973)


(3673)


(2471)





7

15

5

3

2

1

2

2

10

9

18

20

8

7

3

2

9

7

13

13

21

25

16

20

14

18

18

24

29

36

40

30

43

51

51

49

50

50

32

31

14

9

27

19

31

30

21

17

16

11

1

2

3

4

5

6

7

8

9

10


55 57

70 75 -

70 72

81 83

79 80

71 75 -

67 70

48 49

42 35

40 42


% satisfied/good


(3168)


(1765)


(3912)


(3945)


(3974)


(3733)


(3996)


(3215)



(903)


National level results for leisure travellers


% satisfied/good



1

1

3

2

2

1

9

2

3

4

7

4

7

5

13

3

7

14

11

8

16

15

19

16

45

50

41

40

47

48

38

38

44

31

39

46

28

31

21

40

1

2

3

4

5

6

7

8


81 82

80 80

86 86

75 73 +

79 77 +

59 57

78 77

90 89 Overall satisfaction (10760)


(10598)



(10089)


(10018)

Cleanliness (10154)



(7381)




% satisfied/good



3

16

2

1

7

4

9

3

6

14

7

3

9

10

18

4

14

16

20

24

20

17

19

5

41

32

49

43

39

42

37

22

36

22

23

29

25

26

18

66

1

2

3

4

5

6

7

8


54 54

71 73

71 72

64 64

69 -

55 -

89 87

76 78 Connections with other forms




(10098)


(8981)


(8467)


(8566)


(9458)


(2103)





1

2

3

1

2

9

2

2

3

4

3

7

5

3

4

14

6

6

5

3

10

7

5

7

12

18

12

12

15

21

51

44

34

36

42

34

49

49

41

38

35

40

54

53

39

26

31

31

36

34

1

2

3

4

5

6

7

8

9

10


86 -

87 89 -

89 90 -

82 83

59 60

80 80

81 81

77 77

72 73

84 85


% satisfied/good


(10720)


(10423)


(10564)


(10320)


(5848)


(9758)



(10347)


(9494)


(6293)





7

19

5

2

2

1

2

2

9

8

16

16

6

5

4

2

6

6

11

9

20

20

11

14

11

16

13

18

27

30

38

29

41

50

45

44

50

49

33

35

19

16

37

29

39

37

29

25

21

17

1

2

3

4

5

6

7

8

9

10


57 59

78 79

79 80

83 85

81 82 -

79 81 -

74 76 -

53 58 -

52 50

45 47


% satisfied/good


(8191)


(4443)


(10276)


(10408)


(10487)


(9782)


(10638)


(8863)



(1705)


Key:

LONDON AND SOUTH EAST SERVICES 16886 81 12 7 -4 -1c2c 1046 92 6 2 -1 1Chiltern Railways 1079 89 8 3 -2 -1First Capital Connect 1731 76 16 8 -5 -3First Great Western 2931 80 12 8 -3 -2Greater Anglia 2221 77 14 9 -6 4London Midland 1127 80 12 7 -3 -7London Overground 1076 92 5 3 -1 2South West Trains 1957 81 13 6 -5 -3Southeastern 1656 78 13 9 -6 -3Southern 2062 78 12 9 -3 -2LONG DISTANCE SERVICES 5749 87 8 5 -2 -1CrossCountry 1176 84 10 6 -1 0East Coast 1210 86 8 6 -6 -2East Midlands Trains 1067 88 7 5 -2 1First TransPennine Express 1167 85 8 7 -3 -2Virgin Trains 1129 92 6 3 -1 1REGIONAL SERVICES 3952 84 10 6 -2 -2Arriva Trains Wales 1201 88 8 4 0 0Merseyrail 549 92 6 2 0 -3Northern Rail 1086 76 14 10 -4 -4ScotRail 1116 90 7 3 0 1

Overall satisfaction with journey

4.1 Results by train company 4

Unchanged Declined Improved

% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013

National level results

Improvement/decline in % satisfied or good since

Spring 2012


Autumn 2012 Spring 2013

significant change

4.1 Results by train company 26

Key:

LONDON AND SOUTH EAST SERVICES 16714 75 17 8 -4 0c2c 1024 84 12 4 -3 1Chiltern Railways 1072 84 12 4 -2 -3First Capital Connect 1710 75 17 8 -4 0First Great Western 2897 76 16 7 -2 0Greater Anglia 2203 75 20 5 -4 4London Midland 1120 73 17 10 -2 -4London Overground 1061 79 16 5 -7 -2South West Trains 1937 74 19 7 -4 0Southeastern 1643 73 17 9 -2 -Southern 2047 73 18 9 -5 -2LONG DISTANCE SERVICES 5711 81 13 6 -3 0CrossCountry 1171 76 17 7 -4 -3East Coast 1203 87 10 4 -1 12East Midlands Trains 1058 82 10 7 -7 -3First TransPennine Express 1159 86 10 4 0 0Virgin Trains 1120 79 15 6 -1 -3REGIONAL SERVICES 3898 79 15 6 -2 0Arriva Trains Wales 1188 78 15 7 0 -1Merseyrail 529 86 10 4 -2 -1Northern Rail 1068 76 17 7 -2 2ScotRail 1113 81 14 5 -4 -2


4.2 Results by train company for station factors 4


% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 8784 73 15 12 0 1c2c 660 84 11 5 3 6Chiltern Railways 589 83 9 7 2 1First Capital Connect 904 68 18 13 -2 -1First Great Western 1426 76 13 11 2 1Greater Anglia 1176 73 16 11 0 4London Midland 588 72 14 14 -3 -6London Overground 575 70 16 14 -6 -3South West Trains 1004 74 15 11 0 4Southeastern 836 71 16 13 2 2Southern 1026 70 16 14 0 1LONG DISTANCE SERVICES 2140 83 11 6 -3 1CrossCountry 473 85 9 6 0 7East Coast 330 87 8 5 1 3East Midlands Trains 451 77 14 9 -10 -4First TransPennine Express 571 84 11 6 -4 -4Virgin Trains 315 83 13 4 -4 0REGIONAL SERVICES 2185 80 10 10 -2 1Arriva Trains Wales 655 78 13 9 -3 2Merseyrail 270 89 5 6 1 0Northern Rail 595 77 13 11 -1 2ScotRail 665 80 8 12 -3 0

Ticket buying facilities at the station



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16164 79 12 9 -2 -1c2c 1010 88 9 2 0 2Chiltern Railways 1050 85 9 6 0 -1First Capital Connect 1662 77 13 9 -2 -1First Great Western 2800 83 10 7 0 2Greater Anglia 2121 77 14 9 -3 3London Midland 1083 80 12 7 -5 -3London Overground 1014 81 11 7 -1 -1South West Trains 1852 81 12 7 -3 -2Southeastern 1590 77 13 11 -2 0Southern 1982 76 13 11 -4 -2LONG DISTANCE SERVICES 5588 87 8 5 -1 1CrossCountry 1138 85 9 6 1 2East Coast 1185 90 5 5 -1 3East Midlands Trains 1025 83 11 6 -2 0First TransPennine Express 1132 88 7 5 -3 0Virgin Trains 1108 87 9 4 0 0REGIONAL SERVICES 3737 86 8 5 1 2Arriva Trains Wales 1133 83 11 6 2 2Merseyrail 487 91 5 4 3 1Northern Rail 1033 84 9 7 1 4ScotRail 1084 88 8 4 -2 1

Provision of information about train times/platforms at the station



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16111 67 20 13 -3 2c2c 995 78 16 7 -2 3Chiltern Railways 1046 80 14 6 -3 1First Capital Connect 1661 67 20 13 1 1First Great Western 2792 69 19 12 1 4Greater Anglia 2120 68 21 10 -2 2London Midland 1087 66 21 13 -4 0London Overground 1015 77 15 8 -2 0South West Trains 1856 64 22 14 -3 7Southeastern 1577 65 21 14 -3 1Southern 1962 62 23 15 -6 -3LONG DISTANCE SERVICES 5515 75 16 9 -1 2CrossCountry 1118 67 19 13 -3 1East Coast 1167 82 12 5 -1 18East Midlands Trains 1024 76 17 7 -6 -4First TransPennine Express 1122 82 13 5 3 -1Virgin Trains 1084 72 17 11 1 1REGIONAL SERVICES 3758 78 14 9 1 5Arriva Trains Wales 1141 69 19 12 3 3Merseyrail 503 85 7 7 5 10Northern Rail 1040 76 14 10 0 5ScotRail 1074 79 14 7 -1 2




% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16191 72 19 9 -3 2c2c 990 83 12 5 1 5Chiltern Railways 1054 85 12 3 -2 2First Capital Connect 1660 74 17 8 0 2First Great Western 2808 73 17 9 0 3Greater Anglia 2139 71 21 8 -4 3London Midland 1089 71 18 11 -4 -1London Overground 1029 80 13 7 0 2South West Trains 1869 69 22 9 -2 6Southeastern 1596 70 17 12 -3 1Southern 1957 69 21 10 -6 0LONG DISTANCE SERVICES 5588 79 14 6 -1 2CrossCountry 1138 74 17 9 -1 0East Coast 1188 86 11 3 -2 14East Midlands Trains 1038 80 14 6 -6 -2First TransPennine Express 1132 86 11 4 3 1Virgin Trains 1092 75 16 9 -2 1REGIONAL SERVICES 3767 80 13 7 -1 4Arriva Trains Wales 1125 70 20 11 1 1Merseyrail 518 84 12 4 -2 7Northern Rail 1047 78 14 9 -2 6ScotRail 1077 83 11 6 2 1

Cleanliness of the station



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 14017 54 21 25 -3 5c2c 893 56 24 20 -2 1Chiltern Railways 946 67 19 14 -1 1First Capital Connect 1379 52 21 28 -3 5First Great Western 2472 57 20 23 -3 4Greater Anglia 1883 56 22 22 -3 7London Midland 939 54 21 25 0 6London Overground 800 43 22 35 -2 8South West Trains 1641 57 21 22 -1 10Southeastern 1419 51 21 28 -6 1Southern 1645 53 23 25 -4 5LONG DISTANCE SERVICES 4980 68 17 15 -3 6CrossCountry 998 63 19 19 -5 2East Coast 1048 76 14 10 -3 18East Midlands Trains 931 65 18 17 -5 0First TransPennine Express 1019 75 14 12 1 7Virgin Trains 984 67 19 14 -4 5REGIONAL SERVICES 3198 51 19 29 -2 1Arriva Trains Wales 964 51 21 29 1 3Merseyrail 404 57 19 24 -4 5Northern Rail 895 52 16 32 0 3ScotRail 935 48 24 28 -5 -4

The facilities and services at the station



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 12314 69 22 9 -1 0c2c 836 82 14 4 7 6Chiltern Railways 785 79 17 5 0 0First Capital Connect 1217 67 24 9 -3 -3First Great Western 2125 75 18 7 0 0Greater Anglia 1669 67 23 10 -1 2London Midland 824 70 21 10 -3 -3London Overground 755 69 23 8 1 4South West Trains 1343 68 23 9 1 -1Southeastern 1244 65 23 12 -3 -1Southern 1516 67 23 10 -5 -2LONG DISTANCE SERVICES 3975 78 17 5 -1 1CrossCountry 855 77 18 5 -2 -2East Coast 809 80 16 4 -3 4East Midlands Trains 752 78 16 7 -4 -1First TransPennine Express 842 81 15 5 1 3Virgin Trains 717 77 18 5 1 4REGIONAL SERVICES 2959 77 16 7 -1 1Arriva Trains Wales 873 76 16 8 -1 2Merseyrail 434 87 9 5 -1 5Northern Rail 801 72 19 9 -3 1ScotRail 851 77 17 6 1 -1

The attitudes and helpfulness of the staff at the station



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 12587 75 14 10 -2 2c2c 845 76 14 10 1 4Chiltern Railways 813 72 17 10 -3 -6First Capital Connect 1324 75 13 12 -5 -1First Great Western 1984 70 17 13 -3 -1Greater Anglia 1726 78 13 8 -2 3London Midland 800 71 14 14 3 2London Overground 872 77 15 8 0 1South West Trains 1412 76 14 11 -2 2Southeastern 1288 76 14 10 0 3Southern 1523 75 15 10 -5 3LONG DISTANCE SERVICES 3829 78 13 9 -2 2CrossCountry 706 73 16 10 0 0East Coast 827 81 12 7 -4 1East Midlands Trains 760 74 13 12 -2 2First TransPennine Express 773 76 15 9 -4 3Virgin Trains 763 84 9 7 -3 2REGIONAL SERVICES 2687 74 17 9 1 6Arriva Trains Wales 744 66 19 15 -4 -1Merseyrail 393 83 14 3 1 10Northern Rail 772 71 20 9 -3 6ScotRail 778 76 13 11 9 6

Connections with other forms of public transport at the station



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 5495 47 19 35 -2 0c2c 381 60 17 22 3 5Chiltern Railways 391 71 15 14 -1 5First Capital Connect 498 43 21 37 -3 -3First Great Western 990 54 18 28 -2 0Greater Anglia 776 50 22 29 -1 2London Midland 411 45 17 38 -12 -11London Overground 354 33 24 43 1 -2South West Trains 726 50 20 30 -5 0Southeastern 482 46 15 39 2 5Southern 486 40 17 43 -1 0LONG DISTANCE SERVICES 1801 57 19 24 -3 -3CrossCountry 395 60 17 23 2 2East Coast 351 51 23 26 -6 2East Midlands Trains 353 67 16 17 -3 -1First TransPennine Express 392 55 21 24 -3 -7Virgin Trains 310 51 19 30 -4 -7REGIONAL SERVICES 1819 52 15 33 -2 0Arriva Trains Wales 634 62 18 20 -7 -1Merseyrail 253 61 11 28 -3 11Northern Rail 437 55 20 25 -2 2ScotRail 495 40 12 49 2 -7

Facilities for car parking at the station



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16230 65 23 12 -4 0c2c 1013 77 18 5 1 2Chiltern Railways 1050 80 15 5 -3 -3First Capital Connect 1668 67 22 11 -4 1First Great Western 2806 66 22 13 -2 0Greater Anglia 2150 65 25 11 -7 2London Midland 1081 61 24 15 -8 -7London Overground 1030 71 20 9 -6 0South West Trains 1869 63 26 11 -4 1Southeastern 1585 64 21 15 -1 -1Southern 1978 61 25 14 -7 -3LONG DISTANCE SERVICES 5561 73 18 10 -3 -1CrossCountry 1127 65 21 14 -5 -4East Coast 1171 80 14 6 -2 16East Midlands Trains 1046 74 17 9 -8 -5First TransPennine Express 1122 79 17 4 1 -2Virgin Trains 1095 70 18 12 0 -1REGIONAL SERVICES 3754 73 19 9 -2 1Arriva Trains Wales 1126 68 21 10 2 2Merseyrail 509 79 16 5 -4 2Northern Rail 1041 70 20 10 -3 3ScotRail 1078 74 18 8 -2 -1

Overall environment of the station



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 14839 67 27 6 -3 1c2c 942 73 22 4 2 4Chiltern Railways 926 75 22 2 -4 -2First Capital Connect 1509 69 26 5 -3 3First Great Western 2541 69 25 6 -3 0Greater Anglia 1976 65 29 6 -4 1London Midland 1003 66 26 8 -5 -2London Overground 959 69 26 6 -4 -1South West Trains 1709 67 28 5 -1 -1Southeastern 1472 64 28 7 -2 3Southern 1802 66 28 6 -4 1LONG DISTANCE SERVICES 5007 76 22 3 -2 2CrossCountry 1018 74 23 3 -3 2East Coast 1052 78 20 2 -2 8East Midlands Trains 933 72 24 4 -6 -4First TransPennine Express 1008 80 17 2 0 3Virgin Trains 996 74 24 2 -1 2REGIONAL SERVICES 3444 70 23 7 -2 -1Arriva Trains Wales 1032 70 23 7 4 3Merseyrail 473 76 18 6 -5 0Northern Rail 954 66 26 9 -5 -1ScotRail 985 73 23 4 2 -2

Your personal security whilst using the station



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 14081 58 24 18 0 1c2c 916 72 18 10 5 5Chiltern Railways 890 63 25 12 -1 -5First Capital Connect 1425 56 21 23 -4 0First Great Western 2416 63 21 16 4 1Greater Anglia 1889 57 26 17 2 4London Midland 935 55 23 22 -1 -4London Overground 881 63 22 15 1 3South West Trains 1593 54 26 20 2 0Southeastern 1432 57 23 20 -1 -Southern 1704 58 25 17 -2 0LONG DISTANCE SERVICES 4623 66 23 12 -2 0CrossCountry 979 64 25 11 -4 -3East Coast 947 69 21 10 -4 2East Midlands Trains 898 64 21 16 -8 -5First TransPennine Express 960 72 19 9 3 3Virgin Trains 839 63 25 12 1 3REGIONAL SERVICES 3269 66 18 16 3 0Arriva Trains Wales 980 65 19 16 5 8Merseyrail 450 81 11 8 -1 1Northern Rail 907 58 21 22 0 -3ScotRail 932 70 19 12 7 3

The availability of staff at the station



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 13791 61 20 20 -7 - -c2c 895 69 15 15 -3 - -Chiltern Railways 904 72 16 12 -8 - -First Capital Connect 1420 57 20 23 -9 - -First Great Western 2415 63 18 19 -6 - -Greater Anglia 1787 59 21 20 -7 - -London Midland 914 63 19 18 -8 - -London Overground 941 60 19 21 -10 - -South West Trains 1650 60 19 20 -5 - -Southeastern 1327 59 20 21 -8 - -Southern 1538 60 21 18 -9 - -LONG DISTANCE SERVICES 4588 69 17 14 -7 - -CrossCountry 984 66 19 16 -9 - -East Coast 944 70 17 12 -6 - -East Midlands Trains 900 67 17 16 -12 - -First TransPennine Express 978 75 15 10 -3 - -Virgin Trains 782 69 17 14 -6 - -REGIONAL SERVICES 3374 72 15 13 -4 - -Arriva Trains Wales 1060 70 17 13 -2 - -Merseyrail 419 78 15 7 -6 - -Northern Rail 956 69 14 16 -1 - -ScotRail 939 74 15 11 -8 - -

The provision of shelter facilities(Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012)



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 15121 42 21 37 -3 - -c2c 941 58 19 23 -1 - -Chiltern Railways 997 51 23 26 -6 - -First Capital Connect 1530 41 24 35 -4 - -First Great Western 2661 49 21 30 0 - -Greater Anglia 1997 40 24 36 -5 - -London Midland 1016 45 18 36 -8 - -London Overground 978 45 24 31 -12 - -South West Trains 1757 38 21 41 -3 - -Southeastern 1496 42 19 40 -1 - -Southern 1748 39 19 42 -1 - -LONG DISTANCE SERVICES 5200 50 20 31 -2 - -CrossCountry 1070 53 19 28 0 - -East Coast 1084 43 23 34 -5 - -East Midlands Trains 982 50 22 28 -5 - -First TransPennine Express 1060 58 21 22 -1 - -Virgin Trains 1004 43 16 41 -1 - -REGIONAL SERVICES 3628 59 18 23 -1 - -Arriva Trains Wales 1093 54 19 27 -1 - -Merseyrail 495 69 16 16 1 - -Northern Rail 991 54 19 27 -1 - -ScotRail 1049 60 18 22 -1 - -

Availability of seating(Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012)



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 2344 80 7 13 -4 -2c2c 85 86 11 2 -6 -6Chiltern Railways 160 85 6 9 0 -4First Capital Connect 219 81 9 10 -6 -3First Great Western 541 90 3 6 2 2Greater Anglia 304 84 7 9 1 6London Midland 142 81 6 13 -7 -5London Overground 98 83 6 10 -3 -7South West Trains 253 75 6 18 -8 -7Southeastern 178 79 7 14 -4 3Southern 364 76 8 16 -6 -4LONG DISTANCE SERVICES 1017 89 5 6 -1 0CrossCountry 253 90 5 5 1 -2East Coast 215 87 6 6 -1 2East Midlands Trains 180 85 5 9 -5 -4First TransPennine Express 187 91 3 5 2 3Virgin Trains 182 88 7 5 -2 1REGIONAL SERVICES 520 88 3 9 -2 2Arriva Trains Wales 198 92 2 6 6 3Merseyrail 40 93 - 7 5 13Northern Rail 129 84 3 13 -6 0ScotRail 153 88 7 5 -3 -1




% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16868 77 15 7 -4 - -c2c 1043 90 8 2 -2 - -Chiltern Railways 1072 88 10 3 -2 - -First Capital Connect 1723 67 22 11 -7 - -First Great Western 2924 79 14 7 -2 - -Greater Anglia 2224 70 19 11 -3 - -London Midland 1123 80 12 8 -3 - -London Overground 1064 92 6 2 0 - -South West Trains 1965 79 16 6 -4 - -Southeastern 1661 75 17 8 -5 - -Southern 2069 75 17 8 -5 - -LONG DISTANCE SERVICES 5743 86 9 5 -1 - -CrossCountry 1175 81 14 5 -1 - -East Coast 1212 87 9 4 -2 - -East Midlands Trains 1066 86 8 6 -1 - -First TransPennine Express 1162 86 9 6 -2 - -Virgin Trains 1128 93 5 2 1 - -REGIONAL SERVICES 3931 80 14 7 -1 - -Arriva Trains Wales 1191 84 12 4 -2 - -Merseyrail 539 90 7 3 1 - -Northern Rail 1086 69 19 12 -2 - -ScotRail 1115 87 11 3 -1 - -

Overall satisfaction with the train(Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012)

4.3 Results by train company for train factors 4


% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16660 75 9 16 -2 -2c2c 1041 87 4 9 1 3Chiltern Railways 1069 77 8 15 -3 -3First Capital Connect 1700 75 10 15 -4 -3First Great Western 2871 76 9 14 1 0Greater Anglia 2197 76 8 16 -1 4London Midland 1104 76 9 16 -2 -8London Overground 1066 79 9 12 1 0South West Trains 1917 73 10 17 -4 -5Southeastern 1647 75 9 16 -2 -1Southern 2048 70 12 19 -5 -5LONG DISTANCE SERVICES 5552 85 8 7 0 0CrossCountry 1124 80 12 8 1 -1East Coast 1169 90 7 4 -1 0East Midlands Trains 1046 81 9 10 -3 0First TransPennine Express 1126 84 7 8 3 -2Virgin Trains 1087 90 6 4 -1 1REGIONAL SERVICES 3851 79 8 13 0 -1Arriva Trains Wales 1146 78 10 12 1 0Merseyrail 542 93 3 4 -1 -4Northern Rail 1061 69 11 21 -4 -1ScotRail 1102 84 8 8 4 1




% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16614 76 9 15 -6 -3c2c 1029 94 4 3 -3 1Chiltern Railways 1067 89 6 5 -1 3First Capital Connect 1707 71 9 20 -10 -5First Great Western 2865 76 9 15 -2 -1Greater Anglia 2173 74 10 16 -9 4London Midland 1115 70 9 22 -6 -12London Overground 1060 87 7 7 -1 -1South West Trains 1928 77 9 14 -9 -5Southeastern 1642 77 8 15 -8 -3Southern 2028 72 10 18 -5 -6LONG DISTANCE SERVICES 5693 83 6 11 -4 -4CrossCountry 1169 80 6 14 -2 -6East Coast 1194 83 6 11 -6 -4East Midlands Trains 1059 86 5 9 -2 -2First TransPennine Express 1155 82 7 12 -7 -6Virgin Trains 1116 87 5 8 -3 -2REGIONAL SERVICES 3899 81 7 12 -3 -4Arriva Trains Wales 1191 85 8 7 0 -2Merseyrail 531 91 4 6 -1 -4Northern Rail 1067 72 8 20 -5 -6ScotRail 1110 84 9 7 -3 -3

Punctuality/reliability (i.e. the train arriving/departing on time)



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16360 82 10 7 -3 -1c2c 1014 94 4 2 2 2Chiltern Railways 1057 88 7 5 -1 0First Capital Connect 1671 82 11 7 -5 -2First Great Western 2834 83 10 7 -2 -2Greater Anglia 2144 81 12 7 -4 2London Midland 1099 84 10 6 0 -5London Overground 1040 89 7 3 1 1South West Trains 1892 81 11 8 -1 -2Southeastern 1611 80 11 9 -6 1Southern 1998 80 11 8 -4 -3LONG DISTANCE SERVICES 5607 89 7 5 -1 -2CrossCountry 1152 86 8 6 1 -1East Coast 1174 88 6 6 -4 -2East Midlands Trains 1043 86 8 6 -3 -3First TransPennine Express 1130 89 6 5 1 -2Virgin Trains 1108 93 4 3 -1 -1REGIONAL SERVICES 3823 87 8 5 -2 -1Arriva Trains Wales 1145 83 11 6 -2 -1Merseyrail 524 97 2 1 2 1Northern Rail 1053 81 12 6 -4 -3ScotRail 1101 89 6 5 -2 0




% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 9549 75 16 8 -2 -1c2c 554 85 11 5 -2 1Chiltern Railways 526 76 16 7 4 1First Capital Connect 1014 76 18 7 -4 0First Great Western 1579 73 17 10 0 -1Greater Anglia 1291 73 19 9 -6 -2London Midland 549 72 20 9 -5 -6London Overground 861 82 10 8 -1 -3South West Trains 1116 74 17 9 1 -2Southeastern 859 73 18 9 -4 1Southern 1200 74 17 9 -3 -2LONG DISTANCE SERVICES 3075 80 12 8 -2 -1CrossCountry 643 77 14 9 -1 -1East Coast 633 77 14 9 -7 -2East Midlands Trains 560 78 13 9 -2 -1First TransPennine Express 645 80 12 8 -1 -1Virgin Trains 594 87 8 5 0 -1REGIONAL SERVICES 2180 78 15 8 2 0Arriva Trains Wales 766 82 12 6 2 5Merseyrail 293 92 6 2 3 3Northern Rail 553 72 15 13 -1 -1ScotRail 568 75 21 5 5 -4




% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 15656 38 22 41 -5 0c2c 978 46 22 32 0 4Chiltern Railways 1033 45 25 30 -4 -3First Capital Connect 1592 32 24 44 -6 -2First Great Western 2806 48 20 32 -5 0Greater Anglia 2079 35 20 44 -2 6London Midland 1018 51 19 30 -1 -1London Overground 919 48 22 30 -9 -1South West Trains 1832 33 23 44 -4 -3Southeastern 1501 31 20 49 -7 -1Southern 1898 36 22 42 -6 -2LONG DISTANCE SERVICES 5509 54 18 28 -2 0CrossCountry 1139 49 18 33 -4 1East Coast 1156 56 20 25 -2 0East Midlands Trains 1034 48 20 32 0 -3First TransPennine Express 1109 55 18 27 -2 -1Virgin Trains 1071 61 16 23 1 2REGIONAL SERVICES 3636 53 18 29 -4 0Arriva Trains Wales 1154 54 18 29 -1 -3Merseyrail 419 65 16 19 -5 -2Northern Rail 985 54 17 29 -4 3ScotRail 1078 49 20 32 -4 -3




% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16830 72 16 12 -3 -2c2c 1040 91 8 2 -2 -1Chiltern Railways 1085 86 9 5 -2 1First Capital Connect 1714 57 23 20 -7 -8First Great Western 2929 75 15 11 -1 -1Greater Anglia 2217 59 21 20 -3 1London Midland 1124 76 14 9 -5 -5London Overground 1068 91 7 2 -1 -1South West Trains 1947 73 16 11 -2 -4Southeastern 1640 69 16 14 -3 -2Southern 2066 70 17 14 -3 -1LONG DISTANCE SERVICES 5761 84 10 6 0 1CrossCountry 1182 79 13 9 1 -1East Coast 1214 85 10 5 0 4East Midlands Trains 1072 81 10 8 -2 0First TransPennine Express 1159 86 10 5 -1 0Virgin Trains 1134 90 6 3 2 1REGIONAL SERVICES 3939 73 14 13 -1 1Arriva Trains Wales 1211 78 12 9 -1 1Merseyrail 537 79 12 8 -2 0Northern Rail 1069 60 19 21 -2 3ScotRail 1122 84 11 5 1 0




% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16416 72 16 12 -3 -2c2c 1016 92 5 2 1 1Chiltern Railways 1059 84 12 3 -4 -2First Capital Connect 1691 52 25 23 -7 -9First Great Western 2846 76 16 8 -2 -1Greater Anglia 2165 53 23 24 -4 -2London Midland 1097 80 12 8 -4 -4London Overground 1044 92 7 1 -2 -2South West Trains 1885 78 14 8 -1 -4Southeastern 1604 70 17 13 -5 -2Southern 2009 69 18 14 -3 2LONG DISTANCE SERVICES 5647 85 10 5 0 1CrossCountry 1138 80 14 6 -2 0East Coast 1190 81 13 7 -1 2East Midlands Trains 1055 84 10 6 -1 -1First TransPennine Express 1143 90 7 3 1 2Virgin Trains 1121 91 6 2 3 2REGIONAL SERVICES 3816 71 15 14 0 0Arriva Trains Wales 1167 79 13 8 0 3Merseyrail 520 81 13 6 0 -2Northern Rail 1042 55 19 26 -1 2ScotRail 1087 83 12 5 2 0

Upkeep and repair of the train



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 15206 69 19 11 -2 0c2c 957 84 12 5 2 3Chiltern Railways 964 75 18 7 -2 1First Capital Connect 1499 47 29 25 -3 -3First Great Western 2628 67 22 11 -1 0Greater Anglia 2011 60 25 15 -2 4London Midland 1029 70 17 13 -6 -4London Overground 996 85 12 3 -1 0South West Trains 1753 73 19 8 -1 -2Southeastern 1513 69 18 13 -2 1Southern 1856 73 18 10 -2 1LONG DISTANCE SERVICES 5326 80 14 7 2 2CrossCountry 1075 76 16 8 3 -1East Coast 1139 80 14 6 -1 2East Midlands Trains 967 72 18 10 -1 1First TransPennine Express 1081 82 12 6 2 2Virgin Trains 1064 88 9 3 4 6REGIONAL SERVICES 3499 71 18 11 0 1Arriva Trains Wales 1064 66 23 11 0 0Merseyrail 498 87 10 3 -3 1Northern Rail 933 59 22 18 -1 4ScotRail 1004 77 16 7 3 -3




% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 8140 59 29 12 0 1c2c 330 42 42 16 9 8Chiltern Railways 373 57 34 9 1 -5First Capital Connect 568 37 40 24 -1 0First Great Western 1737 68 23 9 1 2Greater Anglia 1060 49 33 18 1 3London Midland 566 59 31 11 -7 -4London Overground 510 60 32 8 3 3South West Trains 1273 70 24 6 -1 2Southeastern 796 56 28 16 2 0Southern 927 54 31 15 -3 1LONG DISTANCE SERVICES 4349 81 16 3 1 1CrossCountry 839 77 20 3 -2 -1East Coast 962 84 14 3 -1 2East Midlands Trains 840 80 15 5 2 0First TransPennine Express 885 82 15 3 1 0Virgin Trains 823 84 15 1 3 3REGIONAL SERVICES 3009 74 20 5 0 -1Arriva Trains Wales 1040 82 15 3 -1 1Merseyrail 284 67 30 4 3 0Northern Rail 824 73 19 8 2 2ScotRail 861 76 20 4 -3 -5




% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 12842 50 24 26 -2 -3c2c 784 50 22 28 1 -1Chiltern Railways 806 55 25 19 1 -7First Capital Connect 1299 41 28 32 -4 -6First Great Western 2278 57 21 22 4 3Greater Anglia 1695 49 25 25 -4 -3London Midland 843 54 20 25 -1 -3London Overground 826 58 23 19 -4 -6South West Trains 1501 53 24 23 -2 -6Southeastern 1240 47 23 30 -1 -1Southern 1570 43 25 32 -3 -4LONG DISTANCE SERVICES 4703 58 19 23 3 2CrossCountry 912 55 21 24 5 0East Coast 1030 63 19 18 -3 0East Midlands Trains 845 53 21 26 -2 -3First TransPennine Express 937 58 15 27 6 8Virgin Trains 979 62 18 20 3 5REGIONAL SERVICES 3058 60 19 20 0 -1Arriva Trains Wales 1025 63 18 18 -3 4Merseyrail 393 61 19 20 2 1Northern Rail 804 56 19 25 -1 -1ScotRail 836 65 20 15 0 -4

The space for luggage on the train



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 6780 34 22 44 -2 0c2c 473 58 26 16 2 -1Chiltern Railways 378 54 26 19 2 2First Capital Connect 613 26 24 50 -1 -3First Great Western 1317 42 24 34 -2 -2Greater Anglia 1004 34 21 45 0 3London Midland 456 53 23 24 1 3London Overground 340 12 16 72 -4 -5South West Trains 821 30 24 46 -6 -9Southeastern 659 34 19 47 4 6Southern 719 35 24 42 -2 5LONG DISTANCE SERVICES 3046 52 24 24 -2 0CrossCountry 515 48 26 26 0 0East Coast 807 50 25 25 -4 -2East Midlands Trains 518 43 26 31 -11 -7First TransPennine Express 484 53 24 23 -4 -4Virgin Trains 722 60 20 20 4 7REGIONAL SERVICES 1743 38 21 41 -4 -2Arriva Trains Wales 686 55 22 24 4 6Merseyrail 142 17 8 75 -4 6Northern Rail 438 31 23 46 -8 -3ScotRail 477 46 23 31 -3 -6

The toilet facilities on the train



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16357 65 15 21 -3 -3c2c 1008 64 15 21 -1 0Chiltern Railways 1030 75 11 13 1 0First Capital Connect 1673 59 17 24 -2 -3First Great Western 2855 68 13 19 3 1Greater Anglia 2150 63 18 19 -7 -3London Midland 1106 66 12 22 -5 -8London Overground 1057 72 12 16 -4 -5South West Trains 1877 63 16 21 -4 -10Southeastern 1599 64 14 22 -4 3Southern 2002 64 14 22 -3 -2LONG DISTANCE SERVICES 5601 74 12 14 3 1CrossCountry 1143 70 14 17 4 -1East Coast 1176 79 13 8 -2 -1East Midlands Trains 1038 74 12 13 4 0First TransPennine Express 1140 65 11 24 4 2Virgin Trains 1104 83 10 6 1 4REGIONAL SERVICES 3823 73 12 15 -2 1Arriva Trains Wales 1172 73 14 14 -1 2Merseyrail 523 79 14 7 -2 -3Northern Rail 1051 66 13 21 -5 0ScotRail 1077 80 10 10 2 4

Sufficient room for all passengers to sit/stand on the train


% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012





Key:

LONDON AND SOUTH EAST SERVICES 16385 69 19 12 -3 -2c2c 1014 81 12 6 1 0Chiltern Railways 1049 80 13 7 -2 -1First Capital Connect 1668 58 24 18 -2 -4First Great Western 2843 72 18 10 0 0Greater Anglia 2176 58 24 18 -4 0London Midland 1101 75 15 10 -4 -5London Overground 1038 81 13 6 -4 -1South West Trains 1884 72 19 10 -4 -4Southeastern 1607 67 18 14 -4 0Southern 2005 67 20 13 -3 -2LONG DISTANCE SERVICES 5593 81 12 7 2 2CrossCountry 1141 77 15 8 2 0East Coast 1189 80 13 7 -1 1East Midlands Trains 1037 81 12 6 0 0First TransPennine Express 1115 83 11 6 3 4Virgin Trains 1111 86 9 6 2 4REGIONAL SERVICES 3844 72 17 11 -2 0Arriva Trains Wales 1168 78 14 8 2 1Merseyrail 528 81 14 5 0 0Northern Rail 1056 62 21 17 -3 2ScotRail 1092 78 14 7 -4 -1

The comfort of the seating area on the train



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16611 77 15 8 -2 -2c2c 1029 87 9 5 0 1Chiltern Railways 1069 87 10 3 -1 -2First Capital Connect 1705 73 18 9 -3 -3First Great Western 2872 76 15 9 0 -1Greater Anglia 2192 78 15 7 -4 2London Midland 1118 80 12 8 -1 -6London Overground 1054 81 12 8 -5 -3South West Trains 1923 77 15 8 -2 -5Southeastern 1622 78 14 8 -3 0Southern 2027 74 16 10 -2 0LONG DISTANCE SERVICES 5663 85 10 5 1 0CrossCountry 1161 83 12 5 3 0East Coast 1190 82 13 5 -2 -1East Midlands Trains 1051 84 10 6 0 -1First TransPennine Express 1143 82 11 7 1 -1Virgin Trains 1118 91 7 2 2 1REGIONAL SERVICES 3861 83 12 6 -2 0Arriva Trains Wales 1169 85 11 4 1 3Merseyrail 529 90 7 3 -1 -1Northern Rail 1062 77 16 7 -4 0ScotRail 1101 85 9 6 -2 -2

The ease of being able to get on and off the train



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 15586 75 21 4 -2 0c2c 966 77 18 5 2 2Chiltern Railways 992 85 14 1 -1 0First Capital Connect 1571 70 25 5 -3 -2First Great Western 2687 79 18 3 -1 -2Greater Anglia 2063 68 26 6 -5 3London Midland 1058 75 21 4 -4 -5London Overground 1015 80 16 4 -3 1South West Trains 1821 80 18 2 -1 -1Southeastern 1525 69 24 7 -4 -1Southern 1888 74 21 5 -2 2LONG DISTANCE SERVICES 5419 86 13 2 -1 0CrossCountry 1102 84 14 2 1 -1East Coast 1138 86 13 1 -3 1East Midlands Trains 1008 84 15 1 -2 -2First TransPennine Express 1097 86 12 2 2 0Virgin Trains 1074 89 10 1 -1 0REGIONAL SERVICES 3670 79 18 4 -2 -2Arriva Trains Wales 1114 86 12 2 4 3Merseyrail 505 78 18 4 -5 -2Northern Rail 995 73 23 4 -6 -3ScotRail 1056 83 14 3 3 -4

Your personal security whilst on board the train



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 16699 71 17 12 -4 -3c2c 1036 90 8 2 -2 -1Chiltern Railways 1073 84 11 5 -2 -2First Capital Connect 1697 57 24 20 -8 -8First Great Western 2888 74 16 10 -2 -2Greater Anglia 2207 57 22 21 -5 1London Midland 1123 76 15 9 -7 -6London Overground 1059 91 7 2 -2 -2South West Trains 1937 74 17 10 -3 -5Southeastern 1639 68 19 13 -5 -3Southern 2040 70 17 13 -4 0LONG DISTANCE SERVICES 5701 84 11 5 0 0CrossCountry 1167 78 14 8 -1 -1East Coast 1201 85 10 4 0 3East Midlands Trains 1057 83 10 7 -1 -1First TransPennine Express 1156 86 10 4 -1 -1Virgin Trains 1120 90 7 3 1 1REGIONAL SERVICES 3904 73 15 11 -1 1Arriva Trains Wales 1192 78 14 8 -2 1Merseyrail 533 81 11 9 0 1Northern Rail 1070 60 21 18 -3 3ScotRail 1109 84 11 5 1 0

The cleanliness of the inside of the train



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 14239 69 22 9 -5 -3c2c 940 86 11 3 -4 -2Chiltern Railways 899 81 16 3 -2 -3First Capital Connect 1466 51 29 19 -5 -5First Great Western 2372 70 22 9 -3 -4Greater Anglia 1872 50 29 21 -8 -3London Midland 944 77 18 5 -6 -6London Overground 978 89 9 2 -3 -1South West Trains 1618 75 20 5 -4 -2Southeastern 1431 65 25 10 -6 -3Southern 1719 66 25 9 -4 -3LONG DISTANCE SERVICES 4679 78 17 5 -4 -2CrossCountry 953 74 21 5 -6 -5East Coast 973 72 21 7 -5 -4East Midlands Trains 865 71 18 11 -5 -3First TransPennine Express 977 82 15 3 -3 0Virgin Trains 911 87 10 3 0 1REGIONAL SERVICES 3306 65 23 13 -6 2Arriva Trains Wales 1005 70 22 9 -4 1Merseyrail 475 70 22 8 -1 3Northern Rail 920 49 30 21 -12 2ScotRail 906 80 15 6 -1 2

The cleanliness of the outside of the train



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 11360 37 30 32 -1 -2c2c 567 23 34 42 4 1Chiltern Railways 585 34 35 31 -2 -5First Capital Connect 1037 13 28 60 -3 -4First Great Western 2140 48 31 21 1 -1Greater Anglia 1494 26 27 48 0 -1London Midland 784 41 30 29 -7 -4London Overground 759 42 31 26 0 5South West Trains 1517 51 34 15 -2 -4Southeastern 1117 34 26 40 1 0Southern 1360 33 31 35 -2 -3LONG DISTANCE SERVICES 4847 67 24 9 1 -1CrossCountry 963 63 29 9 -1 -4East Coast 1041 71 21 8 -1 -1East Midlands Trains 906 64 26 10 2 -3First TransPennine Express 1012 69 21 10 3 2Virgin Trains 925 71 21 8 3 1REGIONAL SERVICES 3358 61 25 14 1 -2Arriva Trains Wales 1097 73 20 7 3 2Merseyrail 378 50 29 20 5 2Northern Rail 934 55 28 17 -3 -5ScotRail 949 69 22 9 4 -3

The availability of staff on the train



% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

LONDON AND SOUTH EAST SERVICES 3167 36 37 27 -7 1c2c 81 62 27 11 1 20Chiltern Railways 83 46 38 15 -4 8First Capital Connect 415 28 45 27 -5 -2First Great Western 714 44 35 21 -4 3Greater Anglia 377 28 41 31 -17 0London Midland 258 32 35 33 -14 -17London Overground 88 35 39 26 -7 -7South West Trains 423 45 34 21 -4 8Southeastern 257 31 33 35 -9 0Southern 471 30 39 31 -9 -5LONG DISTANCE SERVICES 1494 57 28 14 1 3CrossCountry 325 51 34 14 0 -1East Coast 395 62 26 12 -7 -1East Midlands Trains 159 58 21 21 1 7First TransPennine Express 311 53 29 19 3 -3Virgin Trains 304 64 26 10 4 10REGIONAL SERVICES 589 35 40 25 -5 0Arriva Trains Wales 138 38 44 18 -4 -2Merseyrail 61 41 40 19 -2 11Northern Rail 205 29 39 33 -10 -5ScotRail 185 43 40 16 3 5




% satisfied or good

% dissatisfied

or poor

% neither/

nor

sample size

% change

significant change

significant change

% change

0

10

20

30

40

50

60

70

80

90

100

Autumn2008

Spring2009

Autumn2009

Spring2010

Autumn2010

Spring2011

Autumn2011

Spring2012

Autumn2012

Spring2013



Spring 2012




Key:

Overall satisfaction 71 72 83 84

Overall satisfaction with the station 75 72 75 76Ticket buying facilities 69 66 74 73Provision of information about train times/platforms 78 76 80 81The upkeep/repair of the station buildings/platforms 67 62 67 66Cleanliness 71 66 72 71The facilities and services 57 46 52 49The attitudes and helpfulness of the staff 65 62 70 71Connections with other forms of public transport 78 70 74 75Facilities for car parking 48 42 47 48Overall environment 68 62 64 66Your personal security whilst using the station 68 60 67 68The availability of staff 57 52 58 59The provision of shelter facilities1 60 - 61 -Availability of seating1 30 - 45 -How request to station staff was handled 77 74 81 83

Peak/off-peak satisfaction scores for London and South East(Peak is defined as weekday journeys that arrive at London terminals between 07:00 and 09:59,

and those departing between 16:00 and 18:59)



Spring 2013

significant change

Peak

Spring 2012

Spring 2013

significant change

Off-Peak

Spring 2012


1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

Key:

Overall satisfaction with the train1 68 - 80 -The frequency of the trains on that route 72 72 76 78Punctuality/reliability (i.e. the train arriving/departing on time) 69 70 78 82The length of time the journey was scheduled to take (speed) 74 73 85 86Connections with other train services 69 71 76 78The value for money for the price of your ticket 22 20 42 43Cleanliness of the train 67 66 73 76Upkeep and repair of the train 66 64 74 77The provision of information during the journey 63 60 71 72The helpfulness and attitude of staff on train 51 45 61 60The space for luggage 41 40 52 56The toilet facilities 29 24 36 37Sufficient room for all passengers to sit/stand 41 39 71 75The comfort of the seating area 55 54 73 75The ease of being able to get on and off 68 68 80 82Your personal security on board 70 67 76 77The cleanliness of the inside 67 66 73 76The cleanliness of the outside 62 62 71 74The availability of staff 27 25 40 42How well train company deals with delays 32 23 37 39

Peak/off-peak satisfaction scores for London and South East(Peak is defined as weekday journeys that arrive at London terminals between 07:00 and 09:59,

and those departing between 16:00 and 18:59)


5.2 Train factors 63

Spring 2013

significant change

Peak

Spring 2012

Spring 2013

significant change

Off-Peak

Spring 2012

5.2 Train factors 5

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

Overall satisfaction with journey


% satisfied/good



64 6.1 Overall satisfaction and station factors

2 5 11 49 33 1

1

3

2

4

3

1

3

2

1

2

2

4

4

5

5

5

3

5

6

3

5

5

14

13

12

13

9

7

13

11

8

11

11

47

51

52

45

40

50

49

47

55

45

45

34

29

30

32

43

40

30

34

33

37

37

1

2

3

4

5

6

7

8

9

10

11


81 88 -

81 81

82 82

77 83

84 86

90 88

79 82 -

81 84

88 87

82 87 -

82 86

83 - 82 National Total (26587)

East Midlands (868)

East (2132)

London (10229)

North East (298)

North West (2302)

Scotland (1512)

South East (3813)

South West (1478)

Wales (890)

West Midlands (1610)

Yorkshire & Humberside (1449)



% satisfied/good




2 5 17 52 25 1

2

2

2

0

2

1

2

1

3

3

1

5

5

5

3

4

4

7

4

5

8

4

15

18

16

14

13

14

19

15

14

19

14

54

53

53

52

44

56

51

51

50

46

49

24

22

24

30

36

25

21

29

28

24

31

1

2

3

4

5

6

7

8

9

10

11


78 85 -

75 75

77 76

82 85

80 80

81 82

71 72

80 82

78 80

70 75 -

81 79

77 76 National Total (26323)

East Midlands (853)

East (2103)

London (10136)

North East (295)

North West (2267)

Scotland (1507)

South East (3787)

South West (1451)

Wales (877)



Ticket buying facilities at the station


% satisfied/good




3 8 14 43 31 1

3

4

4

0

5

1

3

3

6

6

3

5

8

9

8

5

11

8

7

5

6

4

10

15

16

7

11

8

15

11

14

12

11

42

46

44

33

40

44

46

40

34

41

35

41

28

27

53

39

37

29

39

42

35

48

1

2

3

4

5

6

7

8

9

10

11


83 84

74 76

71 69

86 72 +

79 82

80 80

75 70 +

79 80

76 76

76 78

83 78


East Midlands (402)

East (1428)

London (4309)

North East (109)

North West (1060)

Scotland (790)

South East (2201)

South West (794)

Wales (522)

West Midlands (745)


Provision of information about train times/platforms at the station


% satisfied/good




2 6 11 45 36 1

3

3

2

2

2

1

2

2

2

2

1

3

5

7

3

5

3

6

4

5

5

2

9

14

12

13

8

8

13

10

11

11

7

44

46

46

38

41

43

47

43

43

47

39

40

33

33

43

45

44

33

42

40

35

50

1

2

3

4

5

6

7

8

9

10

11


84 86

78 79

79 80

81 83

86 84

88 86

79 79

85 84

83 82

82 82

89 84 +


East Midlands (828)

East (2044)

London (9847)

North East (287)

North West (2185)

Scotland (1471)

South East (3640)

South West (1396)

Wales (836)





% satisfied/good




3 9 19 47 22 1

3

3

3

1

2

1

4

1

4

5

2

6

9

9

4

7

6

11

7

10

12

5

18

21

19

16

13

15

22

17

18

20

12

43

49

47

49

44

53

46

51

47

44

48

30

19

21

31

34

25

18

23

22

19

33

1

2

3

4

5

6

7

8

9

10

11


73 78

68 68

68 65 +

79 78

78 73 +

78 75

64 64

74 72

69 64

63 63

81 77

67 + 70 National Total (25384)

East Midlands (817)

East (2043)

London (9764)

North East (291)

North West (2200)

Scotland (1461)

South East (3630)

South West (1404)

Wales (843)



Cleanliness of the station


% satisfied/good




2 7 17 49 25 1

1

2

2

2

2

1

3

1

3

4

1

4

5

7

3

5

5

8

6

8

10

6

19

18

19

11

13

12

19

15

21

19

12

46

51

49

51

45

52

50

52

46

44

47

30

24

24

33

36

31

21

26

22

23

35

1

2

3

4

5

6

7

8

9

10

11


76 82

75 71 +

73 70 +

84 80

80 75 +

83 81

70 68

78 77

68 67

67 69

82 77 +


East Midlands (830)

East (2045)

London (9840)

North East (293)

North West (2218)

Scotland (1466)

South East (3650)

South West (1409)

Wales (827)



The facilities and services at the station


% satisfied/good




10 15 21 38 17 1

10

8

9

5

12

13

12

10

13

11

14

16

14

15

10

13

14

15

14

18

17

10

19

24

21

16

16

23

21

18

23

21

17

32

40

39

48

34

33

38

40

34

36

37

23

14

16

21

25

17

14

18

13

15

22

1

2

3

4

5

6

7

8

9

10

11


55 63 -

54 52

55 48 +

69 61

58 55

50 52

51 45 +

58 56

47 43

51 47

59 53


East Midlands (724)

East (1857)

London (8465)

North East (266)

North West (1903)

Scotland (1284)

South East (3141)

South West (1248)

Wales (716)



The attitudes and helpfulness of the staff at the station


% satisfied/good




3 5 20 39 32 1

3

3

4

3

3

3

3

3

3

4

1

2

4

6

3

5

3

5

3

4

5

5

14

18

24

14

15

17

19

15

18

21

19

37

42

41

36

34

38

39

37

39

36

36

44

33

25

44

43

39

33

42

37

34

39

1

2

3

4

5

6

7

8

9

10

11


81 82

75 74

66 66

80 84

77 76

78 78

73 74

79 82

75 75

70 72

75 72


East Midlands (620)

East (1711)

London (6989)

North East (231)

North West (1715)

Scotland (1139)

South East (2863)

South West (1127)

Wales (660)



Connections with other forms of public transport at the station


% satisfied/good




3 7 15 43 32 1

4

6

2

4

2

4

5

6

6

5

2

10

9

5

9

5

7

11

9

10

11

6

29

19

12

18

15

13

20

18

19

14

17

37

42

44

39

43

44

41

44

40

44

40

20

24

37

30

35

32

23

23

24

26

36

1

2

3

4

5

6

7

8

9

10

11


56 67 -

65 65

81 80

69 68

78 70 +

76 70

64 60 +

67 70

65 67

69 68

75 68 +


East Midlands (511)

East (1487)

London (8413)

North East (184)

North West (1515)

Scotland (1040)

South East (2437)

South West (906)

Wales (594)

West Midlands (988)


Facilities for car parking at the station


% satisfied/good




18 15 18 30 19 1

6

9

31

3

16

24

10

7

9

22

8

10

11

17

17

11

25

12

13

13

13

17

18

20

19

22

17

12

19

14

17

15

19

43

41

21

35

30

21

40

40

35

28

33

22

20

12

22

26

19

19

26

26

21

23

1

2

3

4

5

6

7

8

9

10

11


65 69

61 61

33 32

57 51

56 50

40 46

58 56

66 62

60 65

49 54

56 59


East Midlands (398)

East (1154)

London (1968)

North East (110)

North West (892)

Scotland (619)

South East (1580)

South West (676)

Wales (506)

West Midlands (640)


Overall environment of the station


% satisfied/good




3 8 22 49 18 1

3

2

2

1

3

3

4

2

3

6

1

5

8

9

5

5

5

10

6

9

13

7

21

23

22

20

18

18

24

20

22

24

16

50

51

50

48

46

52

47

49

48

41

51

21

16

17

26

27

22

15

22

19

15

25

1

2

3

4

5

6

7

8

9

10

11


71 78 -

66 66

67 65

74 77

73 72

74 74

63 64

71 73

67 65

57 65 -

76 74


East Midlands (834)

East (2068)

London (9854)

North East (285)

North West (2207)

Scotland (1465)

South East (3653)

South West (1400)

Wales (835)



Your personal security whilst using the station


% satisfied/good




2 4 26 45 23 1

1

1

2

0

2

0

2

2

3

2

1

2

3

4

5

5

3

4

2

4

5

5

27

24

28

23

22

23

27

22

23

27

21

43

48

47

42

40

41

44

44

43

45

45

27

24

20

30

31

32

22

30

27

21

28

1

2

3

4

5

6

7

8

9

10

11


70 74

71 68 +

67 66

72 73

71 73

73 75

66 67

74 74

69 67

66 66

73 69


East Midlands (746)

East (1895)

London (9010)

North East (266)

North West (2031)

Scotland (1331)

South East (3320)

South West (1267)

Wales (768)



The availability of staff at the station


% satisfied/good




6 11 23 40 20 1

8

5

6

6

6

5

7

9

10

9

8

12

13

12

9

8

7

11

8

9

12

9

19

22

25

18

17

19

22

19

20

24

21

41

41

40

42

39

43

41

40

39

39

41

20

20

17

26

29

27

19

25

23

17

22

1

2

3

4

5

6

7

8

9

10

11


61 69 -

61 60

57 56

68 65

69 72

70 66

60 58

65 67

62 55

56 59

62 59


East Midlands (737)

East (1888)

London (8175)

North East (257)

North West (1906)

Scotland (1263)

South East (3245)

South West (1259)

Wales (734)



The provision of shelter facilities(Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012)


% satisfied/good




5 13 19 42 22 1

5

6

6

4

3

3

7

3

4

5

6

8

17

13

10

9

9

14

11

11

12

10

17

21

20

15

16

15

20

15

17

18

14

43

39

41

40

42

44

42

45

44

42

42

26

17

20

30

30

30

17

25

24

23

28

1

2

3

4

5

6

7

8

9

10

11


69 -

56 -

61 -

70 -

72 -

73 -

59 -

70 -

68 -

65 -

71 -

- 63 National Total (21753)

East Midlands (796)

East (1949)

London (7529)

North East (260)

North West (1887)

Scotland (1252)

South East (3360)

South West (1306)

Wales (812)



Availability of seating(Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012)


% satisfied/good




11 22 21 33 13 1

6

7

15

4

7

6

11

5

8

12

6

13

22

27

15

15

16

22

17

19

21

19

27

23

21

18

19

18

22

19

19

18

17

35

35

28

37

37

42

35

41

34

32

37

19

13

9

27

21

17

11

18

19

17

21

1

2

3

4

5

6

7

8

9

10

11


54 -

48 -

37 -

63 -

59 -

59 -

46 -

60 -

53 -

49 -

58 -


East Midlands (792)

East (1979)

London (8983)

North East (280)

North West (2086)

Scotland (1412)

South East (3437)

South West (1364)

Wales (811)





% satisfied/good




5 6 6 24 58 1

1

2

6

8

6

3

7

2

4

5

4

9

3

8

7

2

3

6

2

5

5

4

4

10

7

9

3

6

5

3

2

3

4

24

21

25

22

20

25

25

26

24

26

23

61

64

52

55

68

63

57

67

64

61

65

1

2

3

4

5

6

7

8

9

10

11


86 92

85 88

78 81

77 92

88 85

89 89

82 81

93 91

88 83

87 86

88 84


East Midlands (139)

East (343)

London (1272)

North East (55)

North West (323)

Scotland (256)

South East (637)

South West (260)

Wales (153)

West Midlands (261)


Overall satisfaction with the train(Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012)

6.2 Train factors 6

% satisfied/good



80 6.2 Train factors

2 5 15 53 25 1

2

2

2

4

3

1

2

1

1

2

2

5

6

5

8

5

2

4

6

3

4

5

16

15

16

14

13

11

16

13

11

11

12

51

55

54

48

47

53

55

53

58

52

52

26

21

23

26

31

34

23

28

27

30

29

1

2

3

4

5

6

7

8

9

10

11


77 -

76 -

77 -

74 -

79 -

87 -

78 -

81 -

85 -

82 -

80 -


East Midlands (868)

East (2117)

London (10232)

North East (296)

North West (2287)

Scotland (1509)

South East (3813)

South West (1480)

Wales (880)




6.2 Train factors 6

% satisfied/good




4 10 9 45 31 1

3

4

5

6

4

2

5

3

3

3

5

10

10

11

12

8

6

11

9

8

10

10

11

8

9

7

7

8

10

10

8

9

9

45

47

48

39

36

44

47

47

40

41

41

31

31

28

35

44

40

27

31

41

37

35

1

2

3

4

5

6

7

8

9

10

11


76 83 -

78 79

75 76

74 78

80 81

84 83

74 78 -

79 79

81 80

78 82 -

76 79


East Midlands (840)

East (2100)

London (10093)

North East (284)

North West (2214)

Scotland (1475)

South East (3763)

South West (1436)

Wales (863)



72

Punctuality/reliability (i.e. the train arriving/departing on time)

6.2 Train factors 6

% satisfied/good




6 8 8 38 40 1

4

6

6

9

5

3

6

4

4

8

8

8

9

8

7

8

5

10

8

3

11

10

7

8

9

6

6

8

9

8

7

8

7

32

36

41

36

34

36

37

39

38

33

33

49

41

37

43

48

48

37

40

48

40

42

1

2

3

4

5

6

7

8

9

10

11


81 90 -

77 79

78 80 -

78 79

81 85 -

84 87

74 79 -

79 84 -

86 86

73 81 -

75 82 -


East Midlands (863)

East (2106)

London (10035)

North East (299)

North West (2254)

Scotland (1499)

South East (3773)

South West (1450)

Wales (883)




6.2 Train factors 6

% satisfied/good




2 4 10 42 42 1

2

2

2

5

1

1

3

1

2

2

2

3

4

5

4

2

4

5

5

4

3

5

12

10

10

8

8

6

12

10

9

8

8

36

41

45

34

34

36

42

40

37

41

37

47

43

38

49

55

53

38

44

48

45

48

1

2

3

4

5

6

7

8

9

10

11


83 92 -

84 84

83 83

83 85

89 89

89 89

79 81

84 86

85 86

86 88

85 88


East Midlands (840)

East (2068)

London (9911)

North East (295)

North West (2220)

Scotland (1485)

South East (3697)

South West (1432)

Wales (853)




6.2 Train factors 6

% satisfied/good




3 5 16 44 32 1

5

4

3

5

3

2

5

2

2

3

5

8

5

5

6

5

2

5

6

3

5

6

17

16

16

14

12

20

16

18

12

17

9

37

42

46

41

40

39

46

43

46

42

45

33

33

30

35

40

36

28

31

37

32

35

1

2

3

4

5

6

7

8

9

10

11


71 82 -

75 76

76 78

76 81

80 81

76 79

73 74

73 77

83 77 +

74 77

80 75


East Midlands (470)

East (1393)

London (5440)

North East (151)

North West (1257)

Scotland (760)

South East (2303)

South West (787)

Wales (593)

West Midlands (842)



6.2 Train factors 6

% satisfied/good




16 21 21 27 15 1

11

21

18

12

11

12

19

9

13

10

11

23

21

23

18

16

19

23

19

16

17

13

19

20

22

16

16

19

20

22

18

18

20

29

28

24

29

32

30

26

32

31

33

31

19

10

12

24

26

20

12

18

22

23

24

1

2

3

4

5

6

7

8

9

10

11


48 51

38 35 +

36 38

53 59

58 57

50 52

37 38

50 51

52 57

55 55

56 51


East Midlands (833)

East (2052)

London (9287)

North East (293)

North West (2067)

Scotland (1452)

South East (3685)

South West (1416)

Wales (863)




6.2 Train factors 6

% satisfied/good




3 9 15 50 23 1

4

4

3

3

4

1

2

2

2

2

3

9

10

10

9

10

5

8

9

9

6

9

12

17

16

14

15

10

16

13

13

13

15

48

48

50

50

45

56

51

52

49

48

49

27

21

22

24

25

28

22

25

28

31

24

1

2

3

4

5

6

7

8

9

10

11


75 77

70 69

72 73 -

74 65

70 70

84 84

74 76

77 78

77 78

79 83 -

73 70


East Midlands (869)

East (2122)

London (10193)

North East (296)

North West (2277)

Scotland (1523)

South East (3812)

South West (1468)

Wales (896)



Upkeep and repair of the train

6.2 Train factors 6

% satisfied/good




3 9 15 50 24 1

5

4

3

5

6

1

2

2

1

1

3

8

11

10

11

11

4

7

7

7

5

9

12

18

16

16

15

11

15

15

15

11

15

50

46

49

48

42

55

54

51

50

50

50

25

21

22

20

26

28

22

25

27

32

24

1

2

3

4

5

6

7

8

9

10

11


75 80

67 68

72 74 -

68 59

68 70

84 83

76 76

76 78

77 76

82 83

74 68 +


East Midlands (854)

East (2072)

London (9968)

North East (288)

North West (2231)

Scotland (1481)

South East (3715)

South West (1408)

Wales (859)




6.2 Train factors 6

% satisfied/good




4 7 19 43 28 1

5

4

4

5

4

2

4

4

3

3

4

8

8

7

11

7

5

6

6

9

8

7

22

21

19

17

16

16

19

22

23

16

16

45

41

43

38

38

46

46

45

40

40

43

20

25

27

29

35

32

25

23

26

32

30

1

2

3

4

5

6

7

8

9

10

11


65 72 -

66 62 +

70 70

67 62

73 69

78 81

71 73

68 69

66 67

72 75

73 70


East Midlands (791)

East (1919)

London (9303)

North East (272)

North West (2070)

Scotland (1383)

South East (3421)

South West (1280)

Wales (795)




6.2 Train factors 6

% satisfied/good




5 5 25 38 27 1

1

8

7

1

2

2

5

2

1

3

5

3

8

6

3

4

2

5

3

3

4

2

13

29

31

14

24

20

24

21

16

25

16

53

34

35

42

39

44

38

42

43

34

43

29

21

21

40

31

33

28

32

37

33

34

1

2

3

4

5

6

7

8

9

10

11


83 80

55 51

56 54

82 79

70 71

77 81

66 67

75 73

80 80

67 69

78 76


East Midlands (661)

East (1056)

London (4726)

North East (229)

North West (1571)

Scotland (1194)

South East (2105)

South West (1037)

Wales (773)



The space for luggage on the train

6.2 Train factors 6

% satisfied/good




8 17 23 38 15 1

9

8

8

13

7

4

8

7

5

8

7

13

18

18

20

17

11

17

17

12

16

15

24

22

25

16

19

20

23

21

19

20

17

43

40

36

36

37

42

39

40

42

39

38

11

12

12

14

20

23

14

15

22

18

22

1

2

3

4

5

6

7

8

9

10

11


54 60

52 52

48 54 -

51 49

57 55

65 68

53 51

55 57

64 60

56 57

60 60


East Midlands (682)

East (1654)

London (7826)

North East (229)

North West (1799)

Scotland (1176)

South East (2927)

South West (1161)

Wales (761)



The toilet facilities on the train

6.2 Train factors 6

% satisfied/good




24 17 22 26 10 1

17

14

33

17

32

12

20

10

10

11

14

22

18

17

14

15

18

17

19

15

14

22

24

26

20

26

20

22

25

25

22

21

21

30

31

22

30

23

33

28

31

37

37

25

8

10

8

13

10

15

10

15

16

17

18

1

2

3

4

5

6

7

8

9

10

11


37 50 -

41 38

30 30

43 38

33 32

48 53

38 40

46 52 -

53 50

54 51

43 44


East Midlands (410)

East (963)

London (4242)

North East (158)

North West (1004)

Scotland (749)

South East (1498)

South West (683)

Wales (536)

West Midlands (683)


Sufficient room for all passengers to sit/stand on the train

6.2 Train factors 6

% satisfied/good




9 10 14 40 27 1

7

10

10

8

9

4

9

9

5

9

8

7

9

12

10

8

6

8

9

8

9

7

13

15

16

14

14

9

14

12

13

11

11

39

39

39

40

37

43

41

44

39

39

38

34

27

23

28

31

37

28

27

34

31

37

1

2

3

4

5

6

7

8

9

10

11


73 76

66 67

62 67 -

68 68

68 71

81 77

69 68

70 72

73 73

70 75 -

75 71


East Midlands (843)

East (2063)

London (9904)

North East (286)

North West (2232)

Scotland (1460)

South East (3698)

South West (1425)

Wales (869)



The comfort of the seating area on the train

6.2 Train factors 6

% satisfied/good




4 8 18 49 21 1

5

4

4

5

4

2

4

3

2

3

4

4

9

8

11

8

6

7

7

6

6

6

17

19

19

19

17

14

17

17

15

13

14

49

49

50

42

44

50

51

50

50

50

50

25

19

18

22

27

29

21

23

27

29

26

1

2

3

4

5

6

7

8

9

10

11


74 79

68 66

68 71 -

64 64

71 69

79 80

72 71

73 76

76 76

79 81

76 72


East Midlands (843)

East (2075)

London (9929)

North East (292)

North West (2220)

Scotland (1481)

South East (3703)

South West (1420)

Wales (870)



The ease of being able to get on and off the train

6.2 Train factors 6

% satisfied/good




2 5 14 48 32 1

1

2

3

2

3

1

2

2

1

3

2

3

4

6

5

3

5

4

6

3

5

3

17

13

15

15

12

9

14

16

12

11

11

48

52

48

49

45

45

47

50

47

48

44

31

30

28

28

37

40

33

27

37

33

40

1

2

3

4

5

6

7

8

9

10

11


79 88 -

82 80

76 78 -

77 75

83 82

85 87

80 81

76 81 -

84 83

81 85 -

84 82


East Midlands (852)

East (2100)

London (10058)

North East (292)

North West (2246)

Scotland (1495)

South East (3757)

South West (1436)

Wales (867)



Your personal security whilst on board the train

6.2 Train factors 6

% satisfied/good




2 2 20 47 30 1

0

1

2

2

1

1

1

0

1

1

1

2

3

3

0

3

2

2

1

2

3

2

21

21

21

15

20

13

18

16

13

19

16

45

46

48

52

42

45

47

49

45

45

45

32

28

26

31

35

39

31

33

39

32

36

1

2

3

4

5

6

7

8

9

10

11


77 87 -

74 74

74 73

83 78

76 79

84 87

78 79

82 85

85 83

77 81 -

81 81


East Midlands (813)

East (1971)

London (9458)

North East (285)

North West (2156)

Scotland (1430)

South East (3514)

South West (1345)

Wales (829)



The cleanliness of the inside of the train

6.2 Train factors 6

% satisfied/good




3 9 16 51 22 1

2

4

3

2

4

1

2

1

2

1

2

10

10

9

8

10

5

7

8

8

6

9

16

18

17

20

16

11

17

14

13

14

15

48

50

51

50

45

53

53

53

54

50

51

24

19

21

20

26

31

20

24

24

28

23

1

2

3

4

5

6

7

8

9

10

11


72 79 -

69 68

71 73 -

70 63

71 71

84 84

73 77 -

77 79

78 78

78 84 -

74 71


East Midlands (858)

East (2104)

London (10115)

North East (297)

North West (2256)

Scotland (1506)

South East (3772)

South West (1443)

Wales (887)



The cleanliness of the outside of the train

6.2 Train factors 6

% satisfied/good




3 7 22 50 19 1

6

3

2

4

5

2

2

2

3

1

5

6

8

7

5

9

3

6

7

7

3

10

24

24

22

26

24

15

23

17

22

18

23

48

48

50

46

43

56

52

50

49

51

42

16

17

19

19

19

23

18

23

19

26

20

1

2

3

4

5

6

7

8

9

10

11


64 73 -

65 65

69 71 -

65 64

62 59

80 78

69 73 -

74 75

69 70

77 82 -

62 62


East Midlands (702)

East (1807)

London (8597)

North East (236)

North West (1918)

Scotland (1225)

South East (3178)

South West (1213)

Wales (754)



The availability of staff on the train

6.2 Train factors 6

% satisfied/good




13 14 29 30 15 1

4

23

19

5

7

2

9

4

3

9

5

7

18

17

7

12

7

13

10

6

13

6

33

30

30

24

29

21

31

29

21

27

21

38

20

24

40

32

48

32

39

44

33

43

18

10

10

23

20

22

16

18

26

18

25

1

2

3

4

5

6

7

8

9

10

11


56 67 -

30 30

34 35

63 72

52 55

70 72

48 50

57 63 -

71 67

51 53

67 67


East Midlands (745)

East (1456)

London (6698)

North East (248)

North West (1859)

Scotland (1295)

South East (2765)

South West (1178)

Wales (812)




6.2 Train factors 6

% satisfied/good




12 14 36 28 10 1

3

10

13

10

15

6

13

5

8

10

14

14

18

15

10

13

9

15

12

7

14

10

28

41

36

32

38

37

37

32

40

35

34

39

23

28

34

24

31

25

36

34

29

32

17

8

9

15

11

17

11

16

11

12

10

1

2

3

4

5

6

7

8

9

10

11


56 56

32 34

37 33

49 47

35 39

48 39

36 38

51 43

45 43

41 48

42 44


East Midlands (137)

East (375)

London (1873)

North East (105)

North West (460)

Scotland (291)

South East (794)

South West (354)

Wales (102)

West Midlands (388)


Commuting for work 42 21 44 50 15 30 32 45 26 26 30 25 91 0 0Commuting for education 4 4 5 4 7 5 5 4 4 7 4 6 9 0 0On company business (or own if self-employed) 15 19 15 15 22 12 14 17 17 11 19 10 0 100 0On personal business 5 4 4 5 6 5 6 5 5 4 5 4 0 0 12Visiting relatives or friends 15 27 13 12 24 17 20 13 24 22 17 23 0 0 38Shopping trip 4 4 4 3 4 12 2 3 4 10 7 10 0 0 11Travel to/from holiday 2 2 1 1 7 2 2 3 2 2 2 2 0 0 5A day out 5 7 6 4 8 6 5 4 8 8 6 10 0 0 12Sport 1 1 1 2 2 1 1 1 3 2 2 1 0 0 4Other leisure trip 7 9 6 6 5 11 13 6 7 6 7 8 0 0 18

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Travelling alone 83 73 80 86 75 79 79 85 77 68 81 77 94 90 66Travelling with other adults 16+ 14 21 17 11 24 17 18 12 19 26 16 20 4 9 27Travelling with children aged 0-4 1 2 1 1 0 1 1 1 2 2 2 2 0 0 3Travelling with children aged 5-10 1 1 1 1 1 2 1 1 2 2 2 2 0 0 2Travelling with children aged 11-15 1 3 1 1 2 1 1 1 1 2 1 1 0 0 2Don't know/no answer 1 3 1 1 0 1 1 0 2 2 1 1 1 0 2

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

The main purpose of your journey

Whether travelling alone or with others

7.1 Other available information 7

East Mid-lands

London East National Total

Scot-land

South East

North West

North East Wales Yorks &

Humber

West Mid-lands

South West Leisure Busi-

ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

100 7.1 Other available information

Travelling with heavy/bulky luggage/other large items 15 28 13 13 26 15 15 16 23 23 20 18 9 19 21Travelling with a pushchair 1 1 1 1 0 1 1 1 1 1 1 1 0 0 2Travelling with a folding bicycle 1 0 1 1 0 0 0 1 1 0 0 0 1 0 0Travelling with a non-folding bicycle 1 0 2 1 2 1 1 2 1 2 1 0 1 0 1Travelling with a dog 0 1 0 0 1 0 0 0 1 1 0 1 0 0 0Travelling with a wheelchair 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0Travelling with a carer 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0None apply 81 67 82 83 70 81 80 80 71 71 77 78 87 79 73Don' know/no answer 2 2 2 2 1 2 2 1 3 2 1 2 1 1 2

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Yes 16 27 16 13 16 16 17 20 25 25 17 17 13 20 19No 84 73 84 87 84 84 83 80 75 75 83 83 87 80 81

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Whether travelling with baggage/additional item(s)

Whether changed trains later in journey


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


Outward 46 52 62 42 45 43 44 47 53 55 46 51 42 45 50Return 49 43 33 54 51 49 46 49 40 37 48 44 55 50 42One way trip only 4 2 4 3 4 6 9 4 5 7 4 3 2 5 6Don't know/no answer 1 2 1 1 0 2 1 1 2 1 1 2 1 0 2

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Yes: Mobility 2 4 2 2 3 3 2 2 2 2 4 2 1 1 4Yes: Wheelchair user 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0Yes: Hearing 1 1 1 1 1 2 1 1 1 2 2 1 1 1 2Yes: Eyesight 1 2 1 1 1 2 1 1 1 1 1 0 1 0 1Yes: Speech impairment 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0Yes: Learning difficulties 0 1 0 0 0 1 1 0 0 1 1 0 0 0 1Other 1 1 1 1 1 2 1 1 1 3 2 2 1 1 2No: None 90 88 89 91 92 85 90 90 89 88 88 88 92 93 86Don't know/no answer 5 5 5 4 4 7 6 5 7 4 4 6 4 4 6

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Whether on outward or return journey when handed the questionnaire

Whether have a disability or long term illness


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


Very satisfied 32 23 21 30 53 38 41 28 37 32 40 30 28 31 33Fairly satisfied 30 27 33 28 47 31 33 34 24 31 30 28 30 32 30Neither satisfied nor dissatisfied 18 12 26 21 0 13 10 19 24 18 14 14 21 19 16Fairly dissatisfied 13 36 14 12 0 13 10 16 2 11 9 21 13 11 14Very dissatisfied 7 2 6 9 0 5 7 3 14 7 6 7 7 6 6

Very satisfied/Fairly satisfied 62 50 53 58 100 69 74 61 61 64 70 59 59 63 63Very dissatisfied/Fairly dissatisfied 20 38 20 21 0 18 17 20 16 18 15 28 20 17 21

Sample size 1209 45 119 399 13 133 59 168 65 59 90 59 377 124 708


Very satisfied/Fairly satisfied 65 49 65 63 78 64 79 65 66 73 67 67 58 58 70Very dissatisfied/Fairly dissatisfied 15 21 15 17 0 18 13 16 14 7 10 13 18 15 14

Sample size 1146 45 114 369 11 129 56 153 65 57 92 55 355 122 669

Whether train station met needs as a passenger with a disability or long term illness

Whether trains met needs as a passenger with a disability or long term illness


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


Anytime single/return 11 18 12 6 19 14 19 14 15 27 17 20 8 19 12Anytime day single/return 12 20 10 7 24 17 19 16 15 22 16 19 10 20 11Off-peak/Super off-peak single/return 10 15 13 6 10 11 9 14 20 12 14 12 3 14 15Off-peak/Super off-peak day single/return 7 10 10 4 12 7 14 12 14 5 9 10 3 9 13Advance 5 15 4 4 23 7 6 3 16 9 10 8 1 9 9Day Travelcard 5 2 12 6 0 1 0 7 1 0 1 1 3 11 5Oyster pay as you go 10 0 4 21 0 0 0 1 0 0 0 0 12 8 9

Special promotion ticket 0 1 0 0 1 1 1 0 0 2 0 1 0 0 1Rail staff pass/Privilige ticket/Police concession 2 1 2 2 1 1 1 2 2 1 1 1 2 1 2Freedom Pass 5 1 1 8 0 15 1 1 0 0 7 3 2 2 11Other 3 3 2 1 4 7 7 2 2 4 3 5 2 2 4Don't know/no answer 2 2 1 2 1 2 2 1 3 2 1 3 1 1 3

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

First class 2 6 2 2 8 2 3 2 4 2 3 3 1 5 3Standard class 92 91 96 92 90 83 96 96 94 96 92 93 95 93 89Don't know/no answer 5 3 2 6 2 15 2 2 2 2 5 4 4 2 8

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Type of ticket travelling on

Weekly/monthly season ticket (including travelcard/travelcard on Oyster 17 9 15 22 4 11 34 3 413 15 1216 17 8

Annual season ticket (including travelcard/travelcard on Oyster 10 4 15 13

Class of ticket

3 6 4 19 1 23 11 32 4


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


IN ADVANCE

Booked over phone 0 1 0 0 3 1 1 0 1 1 1 1 0 1 1At the station 9 11 10 8 9 9 10 12 12 12 8 11 11 8 9Via travel agent 1 2 1 1 2 1 0 1 1 1 2 2 0 4 0Via the internet/a website 11 30 8 8 30 12 12 10 28 19 22 15 3 21 17

ON THE DAY OF TRAVEL

At the station ticket office 20 23 28 12 22 29 27 26 23 22 22 27 12 26 27From a ticket machine 11 8 15 9 13 5 11 21 12 5 10 11 9 17 11On the train 4 7 2 0 7 7 18 2 5 25 4 13 2 2 6

OTHER

Using season ticket 22 11 26 25 6 15 16 22 9 11 20 12 42 3 5Stored value smartcard e.g. oyster 13 0 4 28 0 0 0 1 0 0 0 0 16 9 12Other methods of purchase 2 1 1 2 0 4 1 1 1 1 3 3 2 2 3Ticket was organised for me 2 2 2 2 6 2 3 2 3 2 3 2 1 7 1Ticket sent to mobile 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0e-ticket 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0Ticket printed off at home 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Don't know/no answer 4 3 2 4 1 15 2 1 3 1 6 3 2 1 9

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

How ticket was purchased


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


Did not use a railcard 51 46 47 53 50 45 52 52 50 45 48 47 57 61 40

16-25 railcard 6 11 6 4 10 5 4 8 10 10 7 10 5 2 7Senior railcard 9 14 11 6 17 14 9 11 14 13 13 14 2 8 18Family & friends railcard 1 2 1 0 0 1 1 1 1 1 1 1 0 0 1Disabled persons railcard 1 1 1 0 1 1 1 1 1 1 1 1 0 0 1Network railcard 2 1 4 2 0 1 0 4 2 0 1 1 2 2 3Forces railcard 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0Groupsave discount 0 1 1 0 1 0 0 0 0 1 0 0 0 0 1Other railcard 5 3 4 5 2 5 8 4 3 6 5 7 5 3 6Don't know/no answer 25 21 26 29 19 26 25 19 18 22 24 19 29 23 23

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Very good 29 41 27 25 40 38 32 27 39 40 35 39 20 32 41Fairly good 37 38 37 38 37 37 33 36 35 34 36 30 40 35 33Neither good nor poor 21 14 21 23 17 14 21 22 18 16 18 19 24 20 16Fairly poor 9 5 9 10 4 8 11 10 5 6 7 7 11 8 6Very poor 5 2 5 5 3 4 2 5 3 4 5 5 5 5 4

Very good/Fairly good - Spring 2013 66 79 65 63 77 75 66 64 74 75 70 69 60 67 74Very good/Fairly good - Spring 2012 64 75 62 60 80 68 68 63 75 73 75 67 57 65 73Significant change

Sample size 21709 746 1804 8002 257 1828 1278 3200 1282 783 1317 1208 9869 3411 8429

Type of railcard used to buy ticket

Rating of information provided about type of tickets available


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute




Sample size 20362 712 1690 7451 233 1718 1210 3024 1212 736 1236 1136 9390 3184 7788



Sample size 23070 804 1933 8350 265 1973 1392 3507 1352 829 1375 1285 10404 3572 9094

Rating of range of tickets available

Rating of ease of ticket purchase


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


Very familiar 57 49 64 55 49 63 67 55 52 64 55 60 69 39 50Fairly familiar 30 35 23 34 32 25 25 28 29 22 29 27 26 36 32Not very familiar 8 7 7 8 11 8 5 10 12 8 9 8 4 15 11Not at all familiar 5 10 6 3 8 4 3 7 8 5 8 4 1 10 7Don't know 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Very familiair/Fairly familiar - Spring 2013 87 83 87 89 80 88 92 83 81 87 83 87 95 75 82Very familiar/Fairly familiar - Spring 2012 88 80 90 89 85 89 90 86 81 86 85 90 95 78 83Significant change

Sample size 26782 872 2142 10304 302 2304 1525 3851 1482 904 1627 1463 11857 4073 10852

Yes: asked for help 7 12 8 7 10 6 6 8 8 9 8 6 5 9 9Yes: asked for information 6 7 8 5 7 6 6 7 9 7 8 8 4 7 8Couldn't find anyone to ask 3 4 3 2 3 5 3 4 5 4 4 5 3 3 4No/didn't need help/information 82 76 81 84 81 80 83 80 75 78 79 78 86 79 77Don't know/no answer 2 1 2 2 1 4 3 2 3 3 2 4 2 2 3

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Familiarity with station where you boarded the train

Whether asked staff for help or information at station


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


3 or more times a week 38 19 41 45 19 34 29 40 19 26 28 22 75 6 8Once or twice a week 13 9 13 14 11 17 13 12 12 12 12 16 12 14 151 or 2 times a month 15 18 15 13 16 16 24 14 17 19 16 20 5 24 23Once every 2-3 months 11 15 11 10 19 11 14 10 19 16 14 15 2 19 19Once every 6 months 5 7 3 3 9 6 5 5 7 5 8 7 1 7 8Less often 7 14 7 6 12 7 6 8 11 9 10 8 2 13 12Never/First time today 9 17 9 7 12 8 7 9 13 10 11 12 2 17 14Don't know/no answer 1 1 1 1 2 1 1 1 1 2 1 1 1 1 2

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Under 1 year 25 34 21 27 33 22 19 25 29 25 26 26 28 21 201-4 years 35 31 29 36 30 32 36 37 41 35 35 34 38 34 305-9 years 16 15 18 15 22 16 17 17 14 16 20 15 16 17 1510 years or more 23 19 31 22 15 29 28 21 16 22 18 24 18 28 34Don't know/no answer 1 1 1 1 0 1 1 0 1 2 1 1 0 1 1

Sample size 16788 462 1451 6957 144 1415 846 2479 802 488 912 827 10923 1621 4244

Frequency of making this journey

Length of time using this route on a regular basis (frequent users)


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


I always get a seat 41 50 44 34 60 45 55 50 47 49 44 49 38 43 50I usually get a seat 35 35 35 37 28 33 32 34 37 32 34 32 36 38 33There are seats available but I prefer to stand 2 0 1 2 1 2 1 1 1 0 1 1 2 1 1I usually stand and it is crowded 7 5 7 9 1 5 4 5 4 4 6 5 9 5 4I usually stand and it is very crowded 6 1 6 9 1 6 2 3 3 2 5 5 8 4 3It varies 8 9 7 9 9 9 5 7 7 10 9 7 8 9 8Don't know/no answer 1 0 1 1 0 0 1 0 1 1 1 1 0 1 1

Sample size 16788 462 1451 6957 144 1415 846 2479 802 488 912 827 10923 1621 4244

Spring 2013

No delay 77 84 78 78 69 77 83 73 72 82 69 71 73 76 81Yes: Minor delays 19 13 18 18 21 19 14 21 22 13 26 24 22 20 15Yes: Serious delays 3 1 3 3 8 2 1 4 4 3 3 4 3 3 2Don't know/no answer 2 1 2 2 2 2 1 2 2 3 2 1 2 1 2

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Spring 2012

Yes: Minor delays 15 11 16 15 14 13 13 18 14 11 20 16 19 14 12Yes: Serious delays 2 2 2 3 5 1 2 3 3 3 2 2 3 2 2

Availability of seats (frequent users)

Whether experienced any delays on journey


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


The train was late departing at the beginning of journey 63 74 67 58 61 71 71 62 68 65 70 70 63 64 64The train was late arriving at the destination 46 40 40 47 49 47 44 49 43 37 41 39 48 48 39The train I had planned to catch was cancelled 10 4 11 13 7 6 7 10 7 5 8 7 12 8 9Could not get on train as it was overcrowded 2 0 1 3 3 2 1 2 0 1 1 1 3 1 1Took longer than expected to buy train ticket 1 1 0 1 1 1 0 2 0 0 1 0 1 1 1

Lack of/poor information caused a delay to my journey 4 2 2 5 1 3 1 5 1 5 2 3 4 4 3Other 14 9 13 15 16 11 12 15 12 13 11 13 14 12 14Don't know/no answer 1 0 1 1 3 0 0 0 1 1 2 0 0 1 1

Sample size 5748 150 414 2047 111 510 315 880 385 112 427 396 2864 979 1905

Very well 10 17 8 9 15 11 17 11 16 11 12 10 6 11 17Fairly well 28 39 23 28 34 24 31 25 36 34 29 32 23 31 35Neither well nor poorly 36 28 41 36 32 38 37 37 32 40 35 34 40 36 30Fairly poorly 14 14 18 15 10 13 9 15 12 7 14 10 17 13 9Very poorly 12 3 10 13 10 15 6 13 5 8 10 14 15 9 8

Very well/Fairly well - Spring 2013 38 56 32 37 49 35 48 36 51 45 41 42 29 42 52Very well/Fairly well - Spring 2012 37 56 34 33 47 39 39 38 43 43 48 44 30 35 50Significant change

Sample size 5250 137 375 1873 105 460 291 794 354 102 388 370 2642 903 1705

Type of delay experienced

How well train company dealt with these delays

Crowding at station meant it took me a long time to reach platform and I missed my train

Train I took to this station was late and I missed my connection 3 0 3 3 1 2 3 3 3

1 0 0 1 0 1

4 3 4 3 4 2

1 0 10 1 0 1 1 0


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


5 mins or less 41 43 43 42 21 38 54 41 36 32 39 41 44 35 406-10 mins 25 20 27 23 27 31 20 25 27 30 31 24 25 27 2411-20 mins 16 21 13 17 24 17 10 15 13 14 16 21 15 18 1821-30 mins 7 10 7 7 6 7 6 9 11 5 6 8 7 8 731-60 mins 5 3 5 4 9 2 5 6 8 15 5 4 4 5 6More than 1 hour 2 1 2 2 12 1 2 2 1 0 1 1 2 4 2Don't know/no answer 4 2 3 5 1 4 2 3 3 4 2 2 4 3 3

Mean (minutes) - Spring 2013 13 12 12 13 31 11 12 14 14 15 12 13 12 16 13Mean (minutes) - Spring 2012 13 17 11 12 23 11 13 11 15 21 17 11 11 13 15Significant change

Sample size 5748 150 414 2047 111 510 315 880 385 112 427 396 2864 979 1905

The amount of information provided about the delay 44 53 41 43 50 42 49 44 61 50 48 44 36 51 56The accuracy of the information given about the delay 49 62 49 47 50 48 51 48 62 57 52 46 41 53 61The usefulness of the information 45 59 49 43 51 46 53 43 59 54 48 46 37 50 60The speed with which the information was provided 48 61 49 45 48 48 50 47 60 51 50 49 40 53 60Time taken to resolve the problem 35 53 32 35 35 29 38 29 52 47 40 36 27 39 49The availability of alternative transport if train service could 21 12 22 23 27 14 33 16 35 21 25 11 18 25 30

Length of delay

Rating train company in relation to aspect of the delay% satisfaction


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


The amount of information provided about the delay 35 33 37 36 34 41 27 34 27 27 34 36 41 31 27The accuracy of the information given about the delay 32 25 32 33 25 34 24 32 24 22 30 35 38 27 23The usefulness of the information 29 24 28 31 23 31 22 30 19 22 25 31 34 24 21The speed with which the information was provided 31 24 30 33 29 36 23 31 23 16 31 26 37 28 22Time taken to resolve the problem 33 22 38 34 34 34 22 35 18 25 32 33 39 27 23The availability of alternative transport if train service could 50 54 57 47 40 54 43 53 37 24 58 55 53 36 45

No 84 81 78 83 77 89 91 82 87 87 83 86 79 85 88

Claimed for compensation on a weekly season ticket 1 2 3 1 1 1 1 2 1 1 1 1 2 1 0

Claimed for compensation on one single/return journey 6 7 7 6 16 4 4 6 7 4 7 8 6 9 5Complained but did not claim for compensation 2 6 2 2 3 3 2 2 2 1 3 3 3 2 2Complained and claimed for compensation 1 1 1 1 3 1 1 2 1 1 2 2 2 2 1

Don't know/no answer 3 4 2 3 3 3 2 2 2 5 3 2 2 2 3

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Rating train company in relation to aspect of the delay% dissatisfaction

Whether made a compensation claim following a delayed journey or complained about the train companies' service

Claimed for compensation on a monthly or longer season ticket 4 1 10 5 1 1 8 2 10 6 1 1 5 1


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute



Very satisfied/Fairly satisfied - Spring 2013 45 37 48 46 66 52 48 40 44 53 41 51 42 49 53Very satisfied/Fairly satisfied - Spring 2012 45 50 51 46 56 52 42 34 47 51 44 49 42 49 54Significant change

Sample size 3622 118 441 1437 65 217 158 514 178 73 214 207 2232 509 881

Insufficient compensation 35 42 50 35 0 21 13 37 25 19 32 38 36 32 31Inappropriate form of compensation 14 8 24 15 6 12 7 12 10 20 13 10 15 15 11Time taken to respond 33 29 25 31 26 30 20 36 42 39 41 56 32 38 32Poor explanation given 42 65 32 41 37 50 48 41 41 49 38 59 42 48 38Has not yet received a response 25 12 18 21 42 50 36 26 32 21 36 21 23 24 31Other reasons 33 37 37 35 34 28 40 32 36 15 23 31 34 43 28Don't know/no answer 0 0 0 0 0 1 0 0 0 6 0 0 0 0 0

Sample size 1493 44 151 584 17 83 60 247 87 30 117 73 999 176 318

Overall satisfaction with how claim/complaint was handled

Reason for rating very/fairly dissatisfied


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


Yes 12 12 11 13 15 12 10 12 8 10 13 10 15 8 10No 85 83 88 83 82 84 88 85 89 84 84 87 82 89 86Not stated 3 5 2 3 3 4 3 3 3 7 3 2 3 3 4

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Passengers drinking/under the influence of alcohol 40 39 38 38 45 42 45 39 47 46 41 49 43 39 34Passengers taking/under the influence of drugs 11 12 14 9 7 14 12 12 10 15 10 18 13 7 9Abusive or threatening behaviour 20 17 19 21 18 23 27 21 6 20 13 10 23 15 17Rowdy behaviour 46 58 48 42 59 47 55 46 50 59 49 44 47 41 45Feet on seats 49 44 54 51 35 56 49 44 34 47 50 36 52 40 47Music being played loudly 49 45 48 56 29 40 48 45 26 33 42 40 55 51 39Smoking 5 2 5 4 2 3 6 8 1 6 5 1 6 2 3Graffiti or vandalism 4 0 6 5 2 2 4 5 2 2 5 1 5 3 4Other 19 27 16 19 27 16 17 19 24 15 16 13 16 20 23Not stated 2 0 3 2 4 3 1 2 1 3 2 2 1 3 3

Sample size 3041 104 236 1273 41 266 142 403 122 92 207 155 1629 301 1111

Did other passengers' behaviour give you cause to worry/make you feel uncomfortable during your journey?

Which of the following were reasons for this?


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


On foot/walked 48 41 43 49 44 50 59 45 40 46 46 47 55 37 44Bicycle (parked at or near station) 1 2 3 1 0 0 0 1 1 0 1 1 1 1 1Bicycle (taken onto train) 2 1 2 1 2 1 2 3 1 3 1 1 3 0 1Motorbike 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0Bus/Coach 11 12 9 13 12 11 9 7 9 7 8 15 11 7 12Tram/Light rail 2 3 2 3 4 4 2 2 2 2 2 4 2 3 2Underground train 14 0 1 29 3 4 3 2 1 0 1 1 14 22 12Overground (National rail) train 16 15 11 17 14 15 13 17 13 9 21 18 14 21 17Taxi 4 8 5 2 10 4 5 4 8 6 6 5 1 7 5Car (parked at or near station) 8 13 17 3 7 8 9 11 12 16 12 6 6 11 8Car (dropped off) 8 16 15 2 12 9 8 12 19 16 11 13 6 8 10Air/Sea 1 1 1 0 1 1 1 4 1 1 1 1 0 2 1Other 2 2 1 1 1 3 2 3 1 2 2 4 2 2 2Don't know/no answer 2 1 1 3 6 2 2 2 3 2 2 2 2 2 3

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Methods of transport passengers used to get to the station


East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute


16-25 11 17 12 8 15 11 12 12 14 24 13 17 13 4 1126-34 15 13 14 18 10 10 11 14 12 14 14 10 19 13 1135-44 19 12 19 21 12 16 17 19 16 16 15 15 22 24 1245-54 23 23 23 24 23 18 24 25 22 14 20 20 27 29 1655-59 10 10 11 10 12 10 15 9 11 10 11 9 10 14 960-64 9 9 8 8 6 11 8 9 8 8 12 10 5 8 1365+ 12 12 11 9 18 22 12 9 14 10 14 17 2 7 24No answer 2 4 1 2 3 2 2 2 2 5 2 1 1 2 3

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Male 44 41 47 42 39 45 44 48 44 43 44 41 44 59 38Female 54 54 51 55 59 52 54 50 55 52 54 57 54 38 59No answer 2 4 2 3 2 3 2 2 2 5 2 2 2 2 3

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Age

Gender

7.2 Demographic information 7

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

117 7.2 Demographic information

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

Working full time 62 53 64 67 47 47 58 66 52 53 54 48 77 80 37Working part time 14 15 14 14 16 17 16 12 17 11 15 15 12 14 16Not working 3 4 3 3 6 4 4 3 5 4 3 6 1 1 8Retired 13 15 12 10 18 25 14 10 16 13 19 20 1 2 31Full time student 6 10 7 4 12 6 7 6 9 15 7 9 7 1 6No answer 2 4 1 2 2 2 2 2 1 4 2 2 2 2 3

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Professional/senior managerial 39 34 41 41 42 30 39 42 38 29 34 32 40 61 29Middle managerial 16 12 16 18 9 12 13 17 15 15 13 12 21 17 10Junior managerial/clerical/supervisory 12 15 12 12 6 12 12 12 9 12 12 10 16 7 8

7 6 7 7 9 6 11 6 8 10 8 10 8 4 8

2 4 2 2 3 3 2 3 2 3 2 2 2 1 2

Full time student 2 3 2 1 7 2 2 2 3 5 3 4 2 0 3Retired 12 17 11 9 17 24 13 10 16 11 17 19 2 3 28Unemployed/between jobs 1 2 1 1 1 2 1 1 1 1 2 2 0 0 2Housewife/house-husband 1 0 0 1 1 1 0 0 1 2 1 1 0 0 1Other 5 5 5 5 2 5 6 4 5 6 5 6 4 5 5Don't know/no answer 3 1 2 3 2 3 2 3 3 6 2 3 3 2 3

Sample size 27168 882 2165 10451 305 2348 1547 3906 1508 923 1645 1482 12002 4125 11041

Occupation of chief wage earner

Working status

Skilled manual (with professional qualifications/served an apprenticeshipUnskilled manual (no qualifications/not served an apprenticeship

7.2 Demographic information (cont'd) 7

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

118 7.2 Demographic information (cont'd)

East Mid-lands


Scot-land

South East

North West


Humber

West Mid-lands


ness Comm-

ute

Sample size* 27168 12002 4125 11041 23142 4026 9140 6164 6191 5673

Arriva Trains Wales 28528 32 10 58 81 19 27 21 26 26c2c 36028 67 6 27 86 14 27 21 24 27Chiltern Railways 19402 38 25 37 82 18 32 15 25 27CrossCountry 36683 15 28 57 78 22 20 25 28 28East Coast 18785 10 33 57 76 24 44 11 16 30East Midlands Trains 23167 23 28 49 82 18 27 21 26 26First Capital Connect 107253 45 26 29 86 14 28 18 27 27First Great Western 92873 30 20 50 77 23 22 27 26 25First TransPennine Express 24893 24 14 62 78 22 19 28 27 27Greater Anglia+ 103929 54 18 28 90 10 30 14 28 28London Midland 60051 45 14 41 85 15 30 16 29 26London Overground 102374 64 3 33 81 19 22 26 26 26Merseyrail 44909 37 8 55 81 19 23 25 26 26Northern Rail 106517 38 9 53 76 24 26 22 27 25ScotRail 81506 39 13 47 80 20 27 18 29 26South West Trains 209611 53 15 32 85 15 39 15 15 30Southeastern 162334 61 12 27 90 10 17 31 26 26Southern 166197 50 16 34 90 10 20 29 25 25Virgin Trains 30195 8 29 63 81 19 32 5 33 30*Sample size excludes non-franchised Train Operating Companies. +Greater Anglia from 5th February 2012 (previously National Express East Anglia)

Weighted sample composition for all train companies

Annual journeys ('000s) Weekday

Day Of Week

Weekend Large Very Large Small Medium

Station Size

Commute Leisure Business

Journey Purpose

8.1 Weighted sample composition 8

8.1 Weighted sample composition 119

Sample size* 27168 12002 4125 11041 23142 4026 9140 6164 6191 5673

Arriva Trains Wales 1248 31 15 54 79 21 30 25 20 25c2c 1059 72 6 22 93 7 51 20 15 14Chiltern Railways 1104 41 17 41 86 14 46 16 21 17CrossCountry 1200 32 21 47 79 21 16 29 28 27East Coast 1234 17 34 50 86 14 50 9 11 30East Midlands Trains 1088 38 22 41 87 13 33 28 23 16First Capital Connect 1762 56 12 32 88 12 27 20 34 19First Great Western 2996 39 17 44 81 19 31 30 24 14First TransPennine Express 1190 39 21 40 90 10 18 48 23 11Greater Anglia+ 2267 49 12 38 87 13 38 13 23 25London Midland 1149 51 12 36 89 11 43 18 24 15London Overground 1111 59 6 35 88 12 28 15 20 37Merseyrail 557 55 3 41 95 5 23 42 20 15Northern Rail 1106 50 8 42 85 15 35 33 23 9ScotRail 1141 43 12 46 77 23 32 13 36 19South West Trains 2004 47 10 43 85 15 36 22 12 30Southeastern 1687 57 9 34 89 11 37 26 18 19Southern 2113 44 14 42 83 17 27 21 27 25Virgin Trains 1152 21 36 43 82 18 39 9 30 22*Sample size excludes non-franchised Train Operating Companies. +Greater Anglia from 5th February 2012 (previously National Express East Anglia)

Unweighted sample composition for all train companies

Sample size

Weekday

Day Of Week

Weekend Large Very Large Small Medium

Station Size

Commute Leisure Business

Journey Purpose

8.2 Unweighted sample composition 8

8.2 Unweighted sample composition 120

Sector definitions

The sector results used in this report contain the following TOCs (non-franchised operators are excluded):

c2c CrossCountry Arriva Trains Wales

Chiltern Railways East Coast Merseyrail

First Capital Connect East Midlands Trains Northern Rail

First Great Western First TransPennine Express ScotRail

Greater Anglia Virgin Trains

London Midland

London Overground

Southeastern

Southern

South West Trains

9.1 Rail sectors 9

London and South East Operators Long Distance Operators Regional Operators

9.1 Rail sectors 121

9.2 Region definitions 9

9.2 Region definitions 122

Region definitions (Formerly Government Office Regions (GORs))

http://www.ons.gov.uk/ons/guide-method/geography/beginner-s-guide/administrative/england/government-office-regions/index.html

Stations report Percentage of passengers satisfied by each main factor for last 10 waves for all stations covered by NPS during that time period.

The following reports are produced each wave:

Full report(formerly called Summary report)

Summary tables for all TOCs (including comparison with one year previously), trend tables for last 10 waves by TOC, trend charts for the main NPS factors, peak vs off-peak analysis for LSE TOCs.

TOC reportsTables and graphs showing results for TOC (including comparisons with one year previously and with relevant sector), trend charts for all factors (including sector and benchmark (if relevant) comparisons), summary profile of passengers surveyed, station sample sizes for TOC and sample composition & weighting.

Stakeholder report(formerly called Consultees report)

Summary national trend charts for all main factors, trend charts by age/journey purpose & gender, summary results for leisure/business passengers & commuters, one page for each factor showing national trend and results for all TOCs, Government Office Region charts for each factor and simple tables for some questions that are not included in the main NPS report.

Best in class report Trend tables showing results for all main factors for all TOCs and building blocks for the last 10 waves.

Multivariate report Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and by TOC for latest two NPS waves combined.

Personal security at stations report Percentage of passengers satisfied and dissatisfied with personal security at all stations that were included in the NPS for the last 10 survey waves.

Rankings report Results since wave 10 showing satisfaction score for each TOC by factor, significant changes since one year earlier, national rank and rank in TOC type.

Virtual TOC reports NPS reports for TOCs that used to exist or that are planned to exist in the future (exactly the same format as TOC reports).

Tables report Quite detailed tables for all TOCs showing results for the majority of NPS questions by gender, age, journey purpose, time of week and whether they were a frequent traveller or not.

Building block report Summary results showing satisfaction for all building blocks for all main NPS factors.

PTE reports NPS reports for all PTEs (exactly the same format as TOC reports).

Demographic reports Simple reports for all TOCs showing demographic profile (and answers to other questions).

9.3 Standard reports produced for NPS 9

9.3 Standard reports produced for NPS 123

Rebecca Hunt BDRC Continental Kingsbourne House 229-231 High Holborn London, WC1V 7DA Tel: 020 7490 9148 Email: [email protected]

David Greeno Passenger Focus Fleetbank House 2-6 Salisbury Square London, EC4Y 8JX Tel: 0300 123 0837 Email: [email protected]

Contacts: Passenger Focus is the operating name of the Passengers' Council. This survey was published in June 2013. © Passenger Focus 2013.

Reference: Stakeholder Report (formerly called Consultees Report)

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