national rail passenger survey - nrps - spring 2014 - main report (2)

8/9/2019 National Rail Passenger Survey - NRPS - Spring 2014 - Main Report (2)

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National Rail Passenger Survey

Spring 2014 Main Report

National Rail Passenger Survey

Spring 2014 Main Report


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Passenger Focus is the independent consumer watchdogfor Britains rail passengers and Englands bus, coach andtram passengers (outside of London). Basing our workon research we aim to make a difference for all Britainspassengers.

This year we hope again to seek the views of over100,000 passengers on a range of the key short andlong-term issues that will affect them. As ever we willpublish all of our research.We will try and be useful togovernments and the transport industry as they makedecisions that affect passengers.

Our vision is that operators, funders, and regulatorsof transport systems put passengers first.

This will be achieved by our mission of getting thebest deal for passengers.

Our current work is based on the following sevenobjectives, which underpin the vision and mission.

1 Make a difference for all passengers2 Tackle examples of poor passenger services3 Improve access to services for passengers

with part icular needs4 Promote good practice in complaint handling

and provide advice and advocacy to complainants5 Increase awareness of Passenger Focus and

our influence with stakeholders6 Build and deliver effective passenger representation

for bus and coach passengers7 Boost Passenger Focuss capacity and capability

to get the best deal for passengers.

The National Rail Passenger Survey is commissioned and published by Passenger Focus

Passenger Focus 2014. Design and print by TU inkwww.tuink.co.uk

Were here to put the interests of rail, bus, coach and trampassengers first. We do this by:

Campaigning for improvements

We gather research and information, like theNational Rail Passenger Survey, where over 60,000rail passengers gave us their views about their

journey in the last year, so we understand the issuesthat matter to you.

We work with governments and industry to ensurethat the passenger voice is heard when makingdecisions about the future.

We focus on a number of key issues:- fares and tickets- quality and level of services- investment.

Resolving complaints with rail companies

If you make a complaint to a train company andare unhappy with the response, we can take upyour issue with the rail company involved.

What is Passenger Focus?

What is Passenger Focus doing for me?


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Contents 2

Introduction1

Contents

Key results2

Individual train company results3

1.1 Background 3

1.2 Issues affecting the Spring 2014 survey 4

1.3 Other comments and contacts 5

2.1 Spring 2014 wave 7

2.2 National and sector results 8

3.1 Overall satisfaction 13

3.2 The value for money of the price of your ticket 14

3.3 Punctuality and reliability of the train 15

3.4 Sufficient room for all the passengers to sit/stand 16

3.5 Overall satisfaction with the station 17

3.6 How well the train company dealt with delays 18

3.7 London and South East operators 19

3.8 Long-distance operators 31

3.9 Regional operators 38 What impacts on satisfaction and dissatisfaction?5

Individual train company results by route4

Technical appendix6

4.1 Overall satisfaction 44

4.2 The value for money of the price of your ticket 45

4.3 Punctuality and reliability of the train 46

4.4 Sufficient room for all the passengers to sit/stand 47

4.5 Overall satisfaction with the station 48

4.6 How routes are defined 49

5.1 Key drivers analysis 53

6.1 Appendix 55

6.2 Methodology 56

6.3 National Rail Passenger Survey statement of compliance with official statistics 57

6.4 Rail sectors 58


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3 1.1 Background

1.1 Background1

Background

T he National Rail Passenger Survey (NRPS) providesa network-wide picture of customers satisfaction withrail travel. Passenger opinions of train services are collectedtwice a year from a representative sample of passengerjourneys. Passengers overall satisfaction, overallsatisfaction with the station and train, and satisfactionwith 33 specific aspects of service can therefore becompared over time.

Main fieldwork took place between 2 February and13 April 2014. Top up shifts were done within the last three

weeks of the fieldwork period.This document contains passenger ratings of their journey

for each individual train operating company (TOC) in chapterthree. Ratings are also provided for each sector i.e. Londonand the South East, long-distance, and regional operators(chapter two). We also include some tables showingpassenger ratings for certain specific aspects of service forall TOCs on one page (chapter three), and results for routeswithin TOCs (chapter four). Chapter five shows national resultsby journey purpose, age and gender. Passengers ratings arealso summarised nationally by totalling results for all TOCsacross Great Britain (chapter two).

From Autumn 2010, in order to accommodate somenew tables, the trend charts previously shown in this reportare now included in the full report, whilst Network Railstation results are shown in the stations report (includingan increased sample size to make the results morerepresentative for those stations). These reports, alongwith all main NRPS reports produced, are available on thePassenger Focus website or by email on request. Moreanalysis for each train company can be found in At-a-glance guides which are available for each train company

and for Great Britain on the Passenger Focus website.Other NRPS analysis is also available and readilyaccessible. Detailed analysis for the last six waves isavailable through our on-line system Reportal and summarydata (including 10 waves of trend data) is available throughour open data tool which can be accessed via the followinglink: http://www.passengerfocus.org.uk/our-open-data

From Autumn 2013 wave the National PassengerSurvey was renamed the National Rail Passenger Survey.There have been no changes to the way the survey iscarried out.

Introduction


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4

1.2 Issues affecting the Spring 2014 survey1

Issues affecting the Spring 2014 survey

The main fieldwork for the Spring 2014 survey (wave 30)was undertaken between 2 February and 13 April 2014.Top up interviews were done within the last three weeksof the fieldwork period.

As with previous waves, planned engineering workmeant that some shifts were rescheduled. As usual,shifts are only rescheduled if the engineering work causeda station or line closure. Whenever possible the shiftswent ahead as planned if trains were still running.

There was disruption of shifts scheduled in the first

three weeks of fieldwork due to severe flooding. This mainlyaffected the South East and South West, and resulted insome rescheduling of shifts. There were also a few stationsthat were closed for all of the fieldwork period.

Southeastern state their services may have been affectedby several incidents, in particular the closure of the Hastingsmainline, Canterbury West and multiple landslips andincidents across the network.

There were a few changes to the fieldwork schedulein London due to transport problems caused by industrialaction on London Underground on 5 and 6 February.

Shifts were aborted if a station only had a replacementbus service. As previously, where a station was still openand served several TOCs, we continued with our intendedshift as planned we were able to distribute questionnairesto passengers on those TOCs still operating a service.

Fieldworkers were told not to give questionnaires topassengers boarding a replacement bus service and all

completed questionnaires relating to journeys undertakenwholly or partly by bus were excluded from the final analysisand reporting of results. There is a question which gathersthis data on the front page of the questionnaire, makingsuch exclusions very straightforward.

We recognise that some journeys are not covered by thissurvey, mainly because it does not include rail replacementbus services, but this only has a limited effect on the results.

1.2 Issues affecting the Spring 2014 survey


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5

1.3 Other comments1

Other comments

Passengers satisfaction can vary by season. Thereforedifferences in scores for the proportion of passengers whoare satisfied with services or rate them as good are providedfor the same period in the previous year as well as for theprevious wave carried out approximately six months ago.

For ease of use, National Rail Passenger Survey(NRPS) data is reported without decimal places. However,changes from wave to wave are calculated using threedecimal places. Rounding of the data means that resultsmay appear to differ by one per cent to the published

results. For example, 84.6 is reported as 85 and 83.2is reported as 83; the apparent reported difference istwo, however the actual difference is 1.4 and willtherefore be published as one.

The tables include a column marked significantchange, which measures whether there has been amarked improvement or decline in satisfaction sinceSpring 2013 or Autumn 2013. If an improved ordeclined satisfaction rating is marked it means it issignificant at the 95 per cent confidence level. This meansthere is a less than five per cent chance that the changeobserved is not real. As some station and train factorshave a seasonal component to the results, the maincomparison we use is against the survey results oneyear previously. For the Spring 2014 survey the maincomparison is against the Spring 2013 results. Thosepassengers with no opinion are excluded from these

calculations and from these tables in some cases thisis a large group. This means that sample sizes may besmall for a few of the station or train factors of someTOCs. If so, quite large percentage changes may notbe significant.

Passenger satisfaction with the various train factorsis based on which train company is operating the train onwhich passengers were travelling. Satisfaction with stationfactors is based on passengers views of the station atwhich they commenced their journey. For example,

passengers views of station factors in the train companytable for Chiltern Railways is based on all passengersviews of their origin station before travelling on a journeywith Chiltern Railways. However, some stations thatChiltern Railways trains call at are not operated byChiltern Railways. NRPS results by station operator arepresented in a separate report (the Station Managersreport) available on the Passenger Focus website orby email on request.

Trend data that used to be contained in this reportis now shown in the NRPS full report available on thePassenger Focus website.

The NRPS contains satisfaction ratings for all TOCsoperating under franchise. We are also very pleased thatfour other train companies participated in the survey attheir own expense, and grateful that they have allowedtheir data to be published here. They are First Hull Trains,

Grand Central, Heathrow Connect and Heathrow Express.The methodology used for these four train companies

is the same as for most franchised train companies,except that most questionnaires on these train companiesare handed out on the train to ensure that sufficientcompleted questionnaires are returned. Please see6.1 Appendix for further details.

Data for First Hull Trains and Grand Central is providednext to a comparison with data for long-distance TOCs.Data for Heathrow Connect and Heathrow Express is

provided next to a comparison with data for London andSouth East TOCs. However, it should be noted that datafor these operators has not been included in the summaryof long-distance, London and South East or national data.Sector data only includes train companies that areoperating under franchise.

The overall sample size for the Spring 2014 surveywas 29,524 for all the train companies combined(27,115 for the franchised companies).

ContactsMedia enquiries

0300 123 0847Content/presentation/methodology enquiries

0300 123 0837

1.3 Other comments


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61.4 Issues affecting the Spring 2014 survey


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7 2.1 Spring 2014 wave

2.1 Spring 2014 wave2

Key results

Spring 2014 wave

Nationally the percentage of passengers satisfied withtheir journey overall was 82 per cent. This is not significantlydifferent to Spring 2013 (when 82 per cent of passengerswere also satisfied). 83 per cent of passengers weresatisfied overall with their journey in Autumn 2013.

Overall satisfaction by TOC varied between 72 per centand 96 per cent.

Overall satisfaction by individual routes within TOCs

varied between 69 per cent and 96 per cent.

At a national level, the proportion of passengers satisfiedwith punctuality/reliability was 77 per cent. This is notsignificantly different to Spring 2013 when 78 per centof passengers were satisfied.

Nationally the percentage of passengers satisfied withall train and station factors improved for nine service areas,declined for two and the rest were unchanged. The twobiggest improvements in satisfaction were with value formoney for the price of the ticket (+3 per cent) and

cleanliness of the outside of the train (+3 per cent).The biggest decline in satisfaction was with sufficientroom for all passengers to sit/stand (-2 per cent).

The proportion of passengers satisfied with value for moneyfor the price of their ticket nationally was 45 per cent,

compared to 42 per cent of passengers in spring 2013.65 per cent of passengers were satisfied with sufficientroom for all passengers to sit/stand (67 per cent inSpring 2013).

For London and the South East operators, 80 per cent

of passengers were very or fairly satisfied overall, notsignificantly different to Spring 2013 (when 81 per centwere satisfied). The percentage of passengers satisfiedwith all train and station factors improved for 10 serviceareas, declined for five and the rest were unchanged.The biggest improvements in satisfaction were with attitudesand helpfulness of station staff; how requests to staff werehandled; value for money for the price of your ticket; andcleanliness of the outside of the train (all +3 per cent).The biggest decline was with satisfaction with thehelpfulness and attitude of staff on train (-3 per cent).

For the long distance operators the proportion of passengerswho were very or fairly satisfied overall was 86 per cent.This was not significantly different to Spring 2013 (when87 per cent were satisfied). Passenger satisfaction for thevarious train and station factors improved for seven serviceareas and declined for three. The biggest improvementsin satisfaction were with satisfaction with train toilet facilitiesand the choice of shops/eating/drinking facilities available(both +4 per cent). The biggest decline in satisfaction waswith satisfaction with the comfort of the seating area(-3 per cent).

For regional operators 86 per cent of passengers were veryor fairly satisfied with their journey overall, not significantlydifferent compared to Spring 2013 when 84 per centwere satisfied. Passenger satisfaction was mostly unchangedfor station and train factors compared to Spring 2013,but satisfaction improved for three factors. The biggest

improvement in satisfaction was with train toilet facilities(+5 per cent).

Comparing the percentage of passengers satisfied overallfor individual train operating companies with Spring 2013,two significantly improved (Abellio Greater Anglia and East

Coast) and three declined (Southeastern, Arriva TrainsWales and c2c). 18 TOCs have had no statisticallysignificant change in their overall satisfaction resultscompared with Spring 2013.

The highest ratings for overall satisfaction were achievedby First Hull Trains (96 per cent), Heathrow Express(94 per cent), Grand Central (94 per cent). Merseyrail(93 per cent) and Chiltern Railways (92 per cent).

The lowest ratings for overall satisfaction were givento Southeastern (72 per cent), First Capital Connect

(77 per cent), Southern (78 per cent) and South WestTrains (79 per cent). First Great Western and NorthernRail both had 80 per cent satisfied.

Satisfaction with value for money by individual routes withinTOCs varied between 29 per cent and 79 per cent.

Satisfaction with punctuality/reliability by individual routeswithin TOCs varied between 60 per cent and 97 per cent.

Satisfaction with sufficient room for all passengers tosit/stand by individual routes within TOCs varied between

52 per cent and 93 per cent.


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82.2 National and sector-level results

2.2 National and sector-level results2

National total

Improved Q

Unchanged W

Declined E

* National total excludes non-franchised train operating companies

Improvement/decline in

% satisfied or good sinceSpring 2013

% significant % significant sample % % %

change change change change size satisfied neither dissatisfiedor good nor or poor

Overall satisfaction 0 W -1 E 26558 82 11 7STATION FACILITIESOverall satisfaction with the station 2 Q 0 W 26607 78 15 7Ticket buying facilities -1 W 0 W 13417 74 13 13Provision of information about train times/platforms 0 W -1 E 25565 81 11 8The upkeep/repair of the station buildings/platforms -1 W -2 E 25575 69 19 12Cleanliness 0 W -1 E 25734 74 17 9The facilities and services 0 W -1 W 22216 55 21 24The attitudes and helpfulness of the staff 2 Q 0 W 19521 73 19 8Connections with other forms of public transport 0 W 1 W 19156 75 14 11Facilities for car parking 0 W 1 W 9136 49 17 33Overall environment 1 W -2 E 25587 68 22 10Your personal security whilst using the station 2 Q 1 W 23280 70 24 5

The availability of staff 1 W 0 W 22379 61 21 17The provision of shelter facilities 2 Q -3 E 21454 65 18 16Availability of seating 1 W 0 W 23625 46 22 32How request to station staff was handled 2 W -1 W 4195 85 6 9The choice of shops/eating/drinking facilities available 1 Q 0 W 21590 47 22 31TRAIN FACILITIESOverall satisfaction with the train 0 W -2 E 26483 79 14 7The frequency of the trains on that route 0 W 0 W 26201 77 9 15Punctuality/reliability (i.e. the train arriving/departing on time) -1 W -3 E 26336 77 8 15The length of time the journey was scheduled to take (speed) 0 W -1 W 25941 83 10 7Connections with other train services 0 W 0 W 15420 76 16 8The value for money of the price of your ticket 3 Q 0 W 24958 45 21 34Upkeep and repair of the train 1 Q 0 W 26054 75 15 11The provision of information during the journey -1 E -1 W 24081 69 20 10The helpfulness and attitude of staff on train -1 W -1 W 15644 64 26 9The space for luggage 0 W 1 W 20876 53 22 25The toilet facilities 1 W 2 Q 11799 38 22 40Sufficient room for all passengers to sit/stand -2 E -1 W 25922 65 14 21The comfort of the seating area 0 W -1 W 25787 71 17 12The ease of being able to get on and off 0 W -1 W 26217 79 14 8Your personal security on board 1 W 0 W 24752 77 19 4The cleanliness of the inside 2 Q 0 W 26271 75 16 10The cleanliness of the outside 3 Q -2 E 22318 72 20 8The availability of staff -1 W -1 W 19767 44 29 27How well train company deals with delays 0 W -2 W 5213 38 36 26


% satisfied or good sinceAutumn 2013 Spring 2014

Overall sample size

27115


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9 2.2 National and sector-level results


London and South East

Improved Q

Unchanged W

Declined E

* London and South East total excludes non-franchised train operating companies







Overall satisfaction -1 W -2 E 17097 80 12 8STATION FACILITIESOverall satisfaction with the station 2 Q 0 W 17155 77 16 7Ticket buying facilities -1 W 0 W 9198 72 14 14Provision of information about train times/platforms 0 W -2 E 16481 79 12 9The upkeep/repair of the station buildings/platforms -1 W -3 E 16446 66 21 13Cleanliness 0 W -2 E 16569 72 18 10The facilities and services 0 W 0 W 14140 54 22 25The attitudes and helpfulness of the staff 3 Q 1 W 12756 71 19 9Connections with other forms of public transport 0 W 0 W 12807 75 14 11Facilities for car parking 0 W 2 W 5641 47 18 35Overall environment 0 W -2 E 16454 66 23 11Your personal security whilst using the station 2 Q 0 W 15021 69 26 6

The availability of staff 2 Q 1 W 14544 60 22 18The provision of shelter facilities 2 Q -3 E 13752 63 20 18Availability of seating 0 W 0 W 15063 42 22 35How request to station staff was handled 3 Q -1 W 2622 83 6 10The choice of shops/eating/drinking facilities available 1 W 0 W 13745 46 23 31TRAIN FACILITIESOverall satisfaction with the train 0 W -2 E 17045 77 15 8The frequency of the trains on that route 0 W -1 W 16991 75 9 16Punctuality/reliability (i.e. the train arriving/departing on time) -2 E -4 E 16971 75 9 17The length of time the journey was scheduled to take (speed) -1 W -1 W 16702 82 11 8Connections with other train services 0 W 0 W 10062 75 17 8The value for money of the price of your ticket 3 Q 0 W 15997 41 22 38Upkeep and repair of the train 2 Q 0 W 16766 74 15 11The provision of information during the journey -2 E -2 E 15390 68 21 11The helpfulness and attitude of staff on train -3 E -2 E 8420 56 32 12The space for luggage 1 W 1 W 13134 50 24 26The toilet facilities 0 W 1 W 7037 34 23 43Sufficient room for all passengers to sit/stand -2 E -2 E 16690 62 15 22The comfort of the seating area 0 W -1 W 16567 69 18 13The ease of being able to get on and off 0 W -1 E 16864 77 15 8Your personal security on board 0 W -1 E 15851 75 21 4The cleanliness of the inside 2 Q -1 W 16902 74 16 10The cleanliness of the outside 3 Q -2 E 14451 72 20 8The availability of staff -2 E -2 W 11648 35 31 34How well train company deals with delays 0 W -3 W 3486 35 36 28

Overall sample size

17468


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102.2 National and sector-level results


Improved Q

Unchanged W

Declined E

* Long distance total excludes non-franchised train operating companies





Overall satisfaction -1 W -1 W 5612 86 8 6STATION FACILITIESOverall satisfaction with the station 1 W 0 W 5615 82 13 5Ticket buying facilities 1 W 2 W 1999 84 9 7Provision of information about train times/platforms 0 W 0 W 5430 86 8 6The upkeep/repair of the station buildings/platforms 1 W 0 W 5413 76 16 8Cleanliness 2 Q 1 W 5447 81 13 6The facilities and services -1 W -1 W 4862 67 18 15The attitudes and helpfulness of the staff 3 Q 1 W 3839 81 15 4Connections with other forms of public transport -1 W 0 W 3677 77 14 9Facilities for car parking 2 W -1 W 1722 59 17 24Overall environment 2 Q 0 W 5429 75 17 8Your personal security whilst using the station 2 W 2 Q 4877 78 20 2

The availability of staff 2 W 0 W 4540 68 21 11The provision of shelter facilities 3 Q -3 E 4374 72 16 12Availability of seating 3 Q 1 W 5043 53 19 28How request to station staff was handled -1 W -1 W 1069 88 5 6The choice of shops/eating/drinking facilities available 4 Q 0 W 4776 60 20 21TRAIN FACILITIESOverall satisfaction with the train -1 W -2 W 5594 85 9 6The frequency of the trains on that route -1 W -2 E 5431 83 8 9Punctuality/reliability (i.e. the train arriving/departing on time) 0 W -1 W 5551 83 6 11The length of time the journey was scheduled to take (speed) -1 W -1 W 5494 88 7 6Connections with other train services -1 W -1 W 3135 79 13 8The value for money of the price of your ticket 1 W -2 W 5391 55 19 26Upkeep and repair of the train -1 W 0 W 5528 84 10 5The provision of information during the journey -2 E -1 W 5210 77 16 7The helpfulness and attitude of staff on train 1 W 2 W 4282 82 15 4The space for luggage 1 W 2 W 4699 59 17 24The toilet facilities 4 Q 4 Q 3027 56 20 24Sufficient room for all passengers to sit/stand -2 W 1 W 5468 72 11 17The comfort of the seating area -3 E -1 W 5466 78 14 8The ease of being able to get on and off -2 E 0 W 5555 83 12 6Your personal security on board 0 W 1 W 5272 86 13 2The cleanliness of the inside 0 W 0 W 5560 84 11 6The cleanliness of the outside 1 W -1 W 4607 79 16 5The availability of staff 0 W 1 W 4773 67 22 11How well train company deals with delays -3 W 4 W 1245 54 30 16



Overall sample size

5708

Long-distance


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11 2.2 National and sector-level results


Regional

Improved Q

Unchanged W

Declined E

* Regional total excludes non-franchised train operating companies





Overall satisfaction 2 W 2 W 3849 86 9 5STATION FACILITIESOverall satisfaction with the station 1 W 0 W 3837 81 14 5Ticket buying facilities -2 W -3 W 2220 78 9 13Provision of information about train times/platforms -1 W 2 W 3654 86 9 5The upkeep/repair of the station buildings/platforms -1 W 0 W 3716 77 15 8Cleanliness 0 W 1 W 3718 80 14 6The facilities and services 1 W -3 W 3214 52 19 29The attitudes and helpfulness of the staff -1 W -2 W 2926 76 17 7Connections with other forms of public transport -3 W 1 W 2672 71 16 12Facilities for car parking 0 W -2 W 1773 52 15 33Overall environment 1 W 1 W 3704 74 19 7Your personal security whilst using the station 4 W 1 W 3382 74 21 5

The availability of staff -2 W -3 W 3295 64 18 18The provision of shelter facilities 0 W -2 W 3328 73 15 12Availability of seating 1 W 0 W 3519 59 20 21How request to station staff was handled -1 W 0 W 504 87 5 6The choice of shops/eating/drinking facilities available 1 W -2 W 3069 43 19 38TRAIN FACILITIESOverall satisfaction with the train 2 W 0 W 3844 81 12 6The frequency of the trains on that route 2 W 2 W 3779 81 8 11Punctuality/reliability (i.e. the train arriving/departing on time) 3 W 1 W 3814 83 5 11The length of time the journey was scheduled to take (speed) 2 W 0 W 3745 88 7 4Connections with other train services 2 W 2 W 2223 80 14 7The value for money of the price of your ticket 3 W 1 W 3570 56 19 24Upkeep and repair of the train 1 W 2 W 3760 72 15 13The provision of information during the journey 1 W 2 W 3481 71 20 9The helpfulness and attitude of staff on train 2 W 0 W 2942 77 19 5The space for luggage -3 W -3 W 3043 58 21 21The toilet facilities 5 Q 4 W 1735 43 19 38Sufficient room for all passengers to sit/stand -1 W 2 W 3764 73 11 16The comfort of the seating area 1 W -1 W 3754 73 16 11The ease of being able to get on and off 1 W 0 W 3798 84 10 6Your personal security on board 4 Q 3 Q 3629 83 15 3The cleanliness of the inside 0 W 0 W 3809 73 17 10The cleanliness of the outside 4 Q -1 W 3260 69 21 10The availability of staff 1 W 1 W 3346 62 26 12How well train company deals with delays 7 W 1 W 482 42 36 21



Overall sample size

3939


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12


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Improvement/decline in% satisfied or good since

Spring 2013


Autumn 2013

13

3.1 Overall satisfaction3

3.1 Overall satisfaction

Individual train company results

Overall satisfactionImproved Q

Unchanged W

Declined E% of passengers satisfied/good by sector:

London and South East: 80%Long-distance: 86%Regional: 86%


change change change change size satisfied neither/ dissatisfied

or good nor or poor

Abellio Greater Anglia 4 Q 1 W 2245 81 13 6Arriva Trains Wales -4 E -3 W 1045 83 11 6c2c -3 E -3 W 1073 89 7 4Chiltern Railways 2 W 1 W 1129 92 5 3CrossCountry -2 W -4 E 1112 82 9 9East Coast 4 Q -1 W 1106 91 6 4East Midlands Trains 0 W 2 W 1100 87 9 4First Capital Connect 1 W -2 W 1763 77 14 9First Great Western 0 W 0 W 2988 80 12 8First Hull Trains 1 W 10 Q 575 96 3 1First TransPennine Express -1 W 0 W 1076 85 8 7Grand Central 1 W -1 W 618 94 5 1Heathrow Connect -3 W 0 W 562 88 8 4Heathrow Express 0 W -1 W 539 94 4 1London Midland 2 W -2 W 1104 82 10 8London Overground -1 W 2 W 1139 91 6 3Merseyrail 0 W 0 W 592 93 5 2Northern Rail 4 W 2 W 1135 80 12 7ScotRail 0 W 4 W 1077 90 6 4South West Trains -1 W -2 W 1894 79 13 8Southeastern -6 E -12 E 1627 72 16 12Southern -1 W 1 W 2135 78 12 10Virgin Trains -2 W -1 W 1218 90 7 4

Spring 2014


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143.2 The value for money of the price of your ticket

3.2 The value for money of the price of your ticket3


Spring 2013


Autumn 2013

The value for money of the price of your ticketImproved Q

Unchanged W





or good nor or poor

Abellio Greater Anglia 0 W -1 W 2127 35 22 43Arriva Trains Wales 0 W 1 W 1013 54 19 28c2c -2 W -3 W 1031 44 26 30

Chiltern Railways 4 W 1 W 1079 49 22 29CrossCountry 3 W -1 W 1062 52 22 26East Coast 4 W -2 W 1064 60 17 23East Midlands Trains 1 W -3 W 1065 49 20 31First Capital Connect 6 Q 1 W 1662 38 23 39First Great Western 0 W 1 W 2870 48 20 32First Hull Trains 4 W 9 Q 556 66 16 18First TransPennine Express -1 W -7 E 1025 54 20 26Grand Central 2 W 0 W 609 78 11 11Heathrow Connect 1 W 2 W 507 54 22 23Heathrow Express 4 W -1 W 543 45 24 32London Midland -1 W -1 W 1010 50 19 31London Overground 8 Q 3 W 992 56 18 26Merseyrail 5 W 4 W 468 70 15 15Northern Rail 0 W -2 W 1054 54 21 26ScotRail 7 W 4 W 1035 56 20 25South West Trains 3 W -1 W 1784 37 22 41Southeastern -1 W -4 W 1453 30 25 45Southern 3 W 0 W 1989 39 22 39Virgin Trains 0 W 2 W 1175 61 16 23

Spring 2014


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15 3.3 Punctuality and reliability of the train

3.3 Punctuality and reliability of the train3




% satisfied or good sinceAutumn 2013

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

Unchanged W





or good nor or poor

Abellio Greater Anglia 3 W -1 W 2233 77 7 16Arriva Trains Wales -3 W -4 W 1044 82 7 11c2c -3 E -3 E 1066 91 4 5

Chiltern Railways 0 W -2 W 1121 90 5 5CrossCountry -1 W -5 E 1098 78 6 15East Coast 0 W -5 E 1091 84 6 11East Midlands Trains -2 W 4 Q 1093 84 7 10First Capital Connect 1 W -1 W 1769 72 10 18First Great Western -4 E -1 W 2970 73 9 18First Hull Trains 7 Q 24 Q 580 97 1 1First TransPennine Express 4 W 4 W 1067 86 5 10Grand Central -3 W 2 W 623 90 4 6Heathrow Connect -1 W -3 W 558 76 12 12Heathrow Express 0 W 1 W 543 95 3 2London Midland 4 Q 1 W 1098 74 10 16London Overground 0 W 3 W 1127 87 8 6Merseyrail 2 W 0 W 583 93 2 5Northern Rail 5 Q 1 W 1130 78 7 16ScotRail 2 W 5 W 1057 86 5 9South West Trains 0 W -3 E 1879 77 9 15Southeastern -8 E -12 E 1594 68 11 21Southern -6 E -8 E 2114 65 10 25Virgin Trains -1 W -1 W 1202 86 5 9

Spring 2014


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163.4 Sufficient room for all the passengers to sit/stand

3.4 Sufficient room for all the passengers to sit/stand3




% satisfied or good sinceAutumn 2013

Sufficient room for all the passengers to sit/standImproved Q

Unchanged W





or good nor or poor

Abellio Greater Anglia 5 Q 3 W 2173 68 15 18Arriva Trains Wales 0 W 2 W 1033 73 12 15c2c -6 E -4 W 1047 58 17 24

Chiltern Railways -1 W 3 W 1103 74 12 13CrossCountry 0 W 3 W 1088 69 12 18East Coast 6 Q 6 Q 1067 85 9 6East Midlands Trains 3 W 1 W 1073 77 10 14First Capital Connect -1 W -3 W 1728 57 16 27First Great Western -2 W 2 W 2916 66 14 20First Hull Trains -1 W 7 Q 573 90 6 4First TransPennine Express -10 E -3 W 1060 55 12 32Grand Central 2 W -3 W 617 93 6 2Heathrow Connect -3 W 5 W 560 80 10 10Heathrow Express -5 E 0 W 551 90 8 2London Midland 0 W 0 W 1065 66 12 22London Overground -2 W 0 W 1114 70 14 17Merseyrail -1 W -1 W 578 78 12 10Northern Rail 1 W 1 W 1101 67 11 22ScotRail -2 W 3 W 1052 78 9 13South West Trains -3 W -4 W 1865 60 16 24Southeastern -8 E -9 E 1591 56 17 26Southern -1 W 2 W 2088 62 15 22Virgin Trains -5 E 1 W 1180 79 11 11

Spring 2014


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17 3.5 Overall satisfaction with the station

3.5 Overall satisfaction with the station3


Spring 2013


Autumn 2013

Overall satisfaction with the stationImproved Q

Unchanged W





or good nor or poor

Abellio Greater Anglia 0 W -3 W 2254 75 18 7Arriva Trains Wales -1 W 3 W 1043 77 16 7c2c -3 W -3 W 1069 81 15 4

Chiltern Railways 3 Q 0 W 1132 88 9 3CrossCountry 4 W 0 W 1113 80 13 7East Coast 0 W -1 W 1103 87 10 3East Midlands Trains 1 W 2 W 1100 83 12 5First Capital Connect 2 W -1 W 1778 77 15 8First Great Western 2 W 1 W 2995 78 15 7First Hull Trains 2 W 13 Q 584 92 6 2First TransPennine Express 0 W 0 W 1078 86 11 3Grand Central 1 W 2 W 625 88 8 4Heathrow Connect -3 W -7 E 563 74 15 10Heathrow Express 3 W 1 W 551 92 7 1London Midland 1 W 0 W 1105 75 16 9London Overground 6 Q 5 Q 1139 85 12 3Merseyrail 2 W -3 W 585 88 9 3Northern Rail 0 W 0 W 1136 76 17 7ScotRail 4 W 2 W 1073 84 12 4South West Trains 1 W 1 W 1910 75 17 7Southeastern 0 W -4 E 1633 73 17 10Southern 2 W -1 W 2140 74 17 8Virgin Trains 0 W 0 W 1221 79 15 6

Spring 2014


19/62

183.6 How well the train company dealt with delays

3.6 How well the train company dealt with delays3


Spring 2013


Autumn 2013

How well the train company dealt with delaysImproved Q

Unchanged W





or good nor or poor

Abellio Greater Anglia 12 Q 0 W 372 40 35 25Arriva Trains Wales -3 W -21 W 120 35 38 28c2c -25 E -23 E 95 37 40 23

Chiltern Railways -3 W -9 W 116 43 45 11CrossCountry 0 W 7 W 332 52 28 20East Coast -4 W -7 W 253 58 29 13East Midlands Trains -2 W 7 W 191 56 32 13First Capital Connect 7 W -8 W 407 35 36 29First Great Western 0 W 3 W 901 44 35 22First Hull Trains - W - W


20/62





19 3.7 London and South East

3.7 London and South East3

Improved Q

Unchanged W

Declined EAbellio Greater Anglia

% significant % significant sample % % % TOC type %

change change change change size satisfied neither/ dissatisfied satisfied or

or good nor or poor good

Overall satisfaction 4 Q 1 W 2245 81 13 6 80STATION FACILITIESOverall satisfaction with the station 0 W -3 W 2254 75 18 7 77Ticket buying facilities -4 W 1 W 1288 69 15 15 72Provision of information about train times/platforms 2 W -1 W 2171 78 11 11 79The upkeep/repair of the station buildings/platforms -5 E -7 E 2149 63 22 15 66Cleanliness -1 W -4 W 2163 70 19 12 72The facilities and services -4 W -3 W 1888 53 22 26 54The attitudes and helpfulness of the staff 4 W -1 W 1731 71 20 9 71Connections with other forms of public transport -1 W -2 W 1717 77 13 10 75Facilities for car parking 2 W 6 W 767 52 15 33 47Overall environment -1 W -4 E 2149 64 25 12 66Your personal security whilst using the station 0 W -1 W 1956 65 28 7 69The availability of staff -1 W -2 W 1947 57 23 21 60The provision of shelter facilities 0 W -5 E 1730 59 21 20 63Availability of seating 0 W -2 W 1971 40 20 40 42How request to station staff was handled 3 W 4 W 366 87 4 8 83The choice of shops/eating/drinking facilities available 2 W -2 W 1836 49 22 29 46TRAIN FACILITIESOverall satisfaction with the train 2 W -1 W 2238 72 19 9 77The frequency of the trains on that route 1 W 0 W 2235 77 8 15 75Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) 3 W -1 W 2233 77 7 16 75The length of t ime the journey was scheduled to take (speed) 2 W 1 W 2192 82 12 6 82Connections with other train services 2 W 1 W 1358 75 17 8 75The value for money of the price of your ticket 0 W -1 W 2127 35 22 43 41Upkeep and repair of the train 5 Q 0 W 2191 58 21 21 74The provision of information during the journey -1 W 0 W 2034 59 24 17 68The helpfulness and attitude of staff on train -1 W 1 W 1149 48 30 22 56The space for luggage 6 Q 6 Q 1757 55 23 23 50The toilet facilities 1 W 8 Q 1031 36 22 43 34Sufficient room for all passengers to sit/stand 5 Q 3 W 2173 68 15 18 62The comfort of the seating area 5 Q 3 W 2206 63 18 19 69The ease of being able to get on and off 2 W 3 W 2212 79 15 5 77Your personal security on board 2 W -1 W 2058 69 25 5 75The cleanliness of the inside 2 W -4 E 2227 60 22 18 74The cleanliness of the outside 4 W -4 W 1895 54 29 18 72The availability of staff -1 W 1 W 1563 25 28 47 35How well train company deals with delays 12 Q 0 W 372 40 35 25 35

Overall sample size

2313


21/62

203.7 London and South East


Improved Q

Unchanged W

Declined E








Overall satisfaction -3 E -3 W 1073 89 7 4 80STATION FACILITIESOverall satisfaction with the station -3 W -3 W 1069 81 15 4 77Ticket buying facilities -6 E -3 W 696 78 12 10 72Provision of information about train times/platforms -1 W -1 W 1035 87 9 4 79The upkeep/repair of the station buildings/platforms -3 W -4 W 1030 75 18 7 66Cleanliness -4 E -4 W 1040 79 16 6 72The facilities and services 4 W -3 W 927 60 23 17 54The attitudes and helpfulness of the staff -2 W -1 W 875 80 16 4 71Connections with other forms of public transport -4 W -3 W 868 72 18 10 75Facilities for car parking -5 W 0 W 403 55 20 26 47Overall environment -5 E -7 E 1045 72 22 7 66Your personal security whilst using the station -2 W -1 W 972 72 24 4 69The availability of staff -2 W -2 W 957 70 19 12 60The provision of shelter facilities -3 W -5 W 915 67 19 14 63Availability of seating -2 W -5 E 960 56 23 22 42How request to station staff was handled 1 W 2 W 103 87 5 8 83The choice of shops/eating/drinking facilities available 6 Q 0 W 883 42 26 32 46TRAIN FACILITIESOverall satisfaction with the train -2 W -4 E 1076 88 9 3 77The frequency of the trains on that route -6 E -7 E 1074 80 8 12 75Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) -3 E -3 E 1066 91 4 5 75The length of t ime the journey was scheduled to take (speed) -4 E -3 E 1053 91 6 3 82Connections with other train services -4 W -7 E 600 81 15 5 75The value for money of the price of your ticket -2 W -3 W 1031 44 26 30 41Upkeep and repair of the train -5 E -4 E 1060 87 10 3 74The provision of information during the journey -6 E -5 E 992 78 17 5 68The helpfulness and attitude of staff on train -7 W -4 W 363 35 45 20 56The space for luggage -2 W -3 W 813 48 25 27 50The toilet facilities -8 E -5 W 459 50 28 22 34Sufficient room for all passengers to sit/stand -6 E -4 W 1047 58 17 24 62The comfort of the seating area -3 W -1 W 1038 78 15 8 69The ease of being able to get on and off -2 W 0 W 1070 85 11 5 77Your personal security on board -4 W -4 W 1011 74 22 4 75The cleanliness of the inside -2 W -1 W 1069 88 10 2 74The cleanliness of the outside -2 W -4 E 967 84 14 2 72The availability of staff -5 W -1 W 582 18 36 46 35How well train company deals with delays -25 E -23 E 95 37 40 23 35

Overall sample size

1089

c2c


22/62








Overall satisfaction 2 W 1 W 1129 92 5 3 80STATION FACILITIESOverall satisfaction with the station 3 Q 0 W 1132 88 9 3 77Ticket buying facilities -1 W 1 W 623 82 11 7 72Provision of information about train times/platforms 0 W 2 W 1097 85 7 8 79The upkeep/repair of the station buildings/platforms 3 W 1 W 1095 83 12 5 66Cleanliness 2 W 2 W 1107 87 10 2 72The facilities and services 1 W -1 W 976 68 17 14 54The attitudes and helpfulness of the staff 4 W 3 W 822 83 13 4 71Connections with other forms of public transport -1 W -2 W 856 71 16 13 75Facilities for car parking 5 W 4 W 450 75 11 14 47Overall environment 1 W -2 W 1098 81 16 3 66Your personal security whilst using the station 4 W 1 W 1000 79 19 1 69The availability of staff 4 W -1 W 922 68 22 11 60

The provision of shelter facilities 1 W -4 W 922 73 15 12 63Availability of seating -1 W -5 E 1026 51 24 26 42How request to station staff was handled 4 W -1 W 148 90 3 7 83The choice of shops/eating/drinking facilities available 1 W 2 W 966 52 22 26 46TRAIN FACILITIESOverall satisfaction with the train 3 Q 1 W 1124 91 7 2 77The frequency of the trains on that route 3 W -1 W 1127 80 8 12 75Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) 0 W -2 W 1121 90 5 5 75The length of t ime the journey was scheduled to take (speed) 1 W 2 W 1108 89 7 4 82Connections with other train services 1 W 1 W 548 77 18 5 75The value for money of the price of your ticket 4 W 1 W 1079 49 22 29 41Upkeep and repair of the train 3 W 1 W 1107 88 10 2 74The provision of information during the journey 0 W -1 W 1004 75 18 6 68The helpfulness and attitude of staff on train 3 W 6 W 423 60 33 7 56The space for luggage 2 W -1 W 828 58 22 20 50The toilet facilities -2 W 1 W 402 52 26 21 34Sufficient room for all passengers to sit/stand -1 W 3 W 1103 74 12 13 62The comfort of the seating area 3 W 2 W 1114 82 12 6 69The ease of being able to get on and off 4 Q 3 Q 1116 91 7 2 77Your personal security on board 1 W -1 W 1046 86 12 2 75The cleanliness of the inside 4 Q 1 W 1117 88 9 3 74The cleanliness of the outside 3 W 0 W 936 84 14 2 72The availability of staff 1 W 3 W 631 35 36 30 35How well train company deals with delays -3 W -9 W 116 43 45 11 35

Overall sample size

1146



Chiltern Railways

Improved Q

Unchanged W

Declined E


23/62








Overall satisfaction 1 W -2 W 1763 77 14 9 80STATION FACILITIESOverall satisfaction with the station 2 W -1 W 1778 77 15 8 77Ticket buying facilities 2 W -4 W 947 70 16 13 72Provision of information about train times/platforms 1 W -3 W 1716 79 13 8 79The upkeep/repair of the station buildings/platforms 3 W -4 E 1729 70 18 11 66Cleanliness 1 W -5 E 1726 75 17 7 72The facilities and services 5 Q 2 W 1433 56 18 26 54The attitudes and helpfulness of the staff 7 Q -1 W 1272 75 17 8 71Connections with other forms of public transport 3 W 2 W 1392 77 12 11 75Facilities for car parking 2 W -2 W 526 45 16 39 47Overall environment 2 W -4 E 1732 69 21 10 66Your personal security whilst using the station 1 W -2 W 1563 69 25 5 69The availability of staff 6 Q 3 W 1485 62 20 18 60

The provision of shelter facilities 6 Q -2 W 1389 63 17 20 63Availability of seating 3 W 0 W 1560 44 24 32 42How request to station staff was handled 5 W 4 W 252 86 5 8 83The choice of shops/eating/drinking facilities available 2 W -1 W 1412 45 20 35 46TRAIN FACILITIESOverall satisfaction with the train 3 W -3 W 1765 70 20 11 77The frequency of the trains on that route 1 W -1 W 1770 76 8 16 75Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) 1 W -1 W 1769 72 10 18 75The length of t ime the journey was scheduled to take (speed) 1 W 0 W 1729 83 11 6 82Connections with other train services -1 W -2 W 1023 74 19 7 75The value for money of the price of your ticket 6 Q 1 W 1662 38 23 39 41Upkeep and repair of the train 6 Q -3 W 1742 58 22 20 74The provision of information during the journey 3 W -5 W 1524 49 27 24 68The helpfulness and attitude of staff on train -2 W -5 W 615 35 40 25 56The space for luggage 1 W -2 W 1387 42 26 32 50The toilet facilities 2 W -5 W 668 28 22 51 34Sufficient room for all passengers to sit/stand -1 W -3 W 1728 57 16 27 62The comfort of the seating area -1 W -4 W 1704 57 24 19 69The ease of being able to get on and off -1 W -5 E 1744 72 18 9 77Your personal security on board 1 W 0 W 1621 71 24 5 75The cleanliness of the inside 6 Q -4 E 1733 63 23 14 74The cleanliness of the outside 9 Q -3 W 1489 60 26 14 72The availability of staff 3 W 0 W 1083 16 28 57 35How well train company deals with delays 7 W -8 W 407 35 36 29 35

Overall sample size

1805



Improved Q

Unchanged W

Declined EFirst Capital Connect


24/62








Overall satisfaction 0 W 0 W 2988 80 12 8 80STATION FACILITIESOverall satisfaction with the station 2 W 1 W 2995 78 15 7 77Ticket buying facilities 1 W 3 W 1582 77 12 11 72Provision of information about train times/platforms -1 W -1 W 2887 82 10 8 79The upkeep/repair of the station buildings/platforms 2 W -1 W 2878 71 20 9 66Cleanliness 3 Q -2 W 2902 76 17 6 72The facilities and services 4 Q 1 W 2495 61 19 20 54The attitudes and helpfulness of the staff 0 W -1 W 2213 75 18 7 71Connections with other forms of public transport 1 W 1 W 2024 71 16 13 75Facilities for car parking 0 W -1 W 1066 54 19 27 47Overall environment 4 Q -1 W 2866 70 20 10 66Your personal security whilst using the station 3 Q 0 W 2596 72 23 5 69The availability of staff 2 W 3 W 2558 65 20 15 60

The provision of shelter facilities 4 Q -3 W 2505 66 18 15 63Availability of seating 2 W 2 W 2706 51 23 26 42How request to station staff was handled -5 E -4 W 608 85 6 8 83The choice of shops/eating/drinking facilities available 1 W 1 W 2392 49 23 28 46TRAIN FACILITIESOverall satisfaction with the train -1 W -1 W 2989 78 14 8 77The frequency of the trains on that route -2 W -1 W 2943 74 9 16 75Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) -4 E -1 W 2970 73 9 18 75The length of t ime the journey was scheduled to take (speed) 0 W 0 W 2921 83 11 7 82Connections with other train services -2 W -1 W 1676 71 18 11 75The value for money of the price of your ticket 0 W 1 W 2870 48 20 32 41Upkeep and repair of the train 0 W 2 W 2912 76 16 8 74The provision of information during the journey -1 W 3 W 2634 66 23 10 68The helpfulness and attitude of staff on train -1 W 0 W 1708 67 26 7 56The space for luggage -2 W 3 W 2267 55 23 22 50The toilet facilities -2 W 0 W 1364 41 25 34 34Sufficient room for all passengers to sit/stand -2 W 2 W 2916 66 14 20 62The comfort of the seating area 0 W 0 W 2845 72 18 11 69The ease of being able to get on and off -1 W -1 W 2929 75 16 9 77Your personal security on board 1 W 1 W 2746 80 17 3 75The cleanliness of the inside 2 W 2 W 2952 76 16 8 74The cleanliness of the outside 2 W -1 W 2449 71 22 7 72The availability of staff -1 W 3 W 2192 48 29 23 35How well train company deals with delays 0 W 3 W 901 44 35 22 35

Overall sample size

3050



Improved Q

Unchanged W

Declined EFirst Great Western


25/62








Overall satisfaction -3 W 0 W 562 88 8 4 80STATION FACILITIESOverall satisfaction with the station -3 W -7 E 563 74 15 10 77Ticket buying facilities -3 W 1 W 349 68 19 13 72Provision of information about train times/platforms -3 W -8 E 538 71 17 12 79The upkeep/repair of the station buildings/platforms 0 W -2 W 552 70 17 13 66Cleanliness 0 W 2 W 545 73 19 8 72The facilities and services -3 W 3 W 462 55 17 28 54The attitudes and helpfulness of the staff -1 W 1 W 430 68 22 10 71Connections with other forms of public transport 4 W -3 W 487 78 13 9 75Facilities for car parking 6 W -2 W 181 32 25 43 47Overall environment 1 W -3 W 546 66 20 14 66Your personal security whilst using the station -1 W 1 W 503 70 23 7 69The availability of staff 3 W 6 W 508 61 20 19 60

The provision of shelter facilities 3 W -1 W 460 66 16 18 63Availability of seating -4 W 0 W 511 48 23 29 42How request to station staff was handled -5 W -1 W 71 83 8 5 83The choice of shops/eating/drinking facilities available -3 W 1 W 449 49 18 33 46TRAIN FACILITIESOverall satisfaction with the train 0 W 0 W 562 91 6 3 77The frequency of the trains on that route -5 W -4 W 555 62 13 24 75Punctuali ty/rel iabi li ty ( i.e. the train arriv ing/depart ing on t ime) -1 W -3 W 558 76 12 12 75The length of t ime the journey was scheduled to take (speed) -2 W -3 W 552 88 8 3 82Connections with other train services 0 W 1 W 404 81 13 6 75The value for money of the price of your ticket 1 W 2 W 507 54 22 23 41Upkeep and repair of the train -1 W 2 W 555 92 6 2 74The provision of information during the journey 0 W 3 W 527 83 12 5 68The helpfulness and attitude of staff on train 3 W 8 W 314 71 22 7 56The space for luggage -4 W 2 W 442 73 18 9 50The toilet facilities -8 W 4 W 226 62 22 15 34Sufficient room for all passengers to sit/stand -3 W 5 W 560 80 10 10 62The comfort of the seating area -2 W 0 W 556 85 10 5 69The ease of being able to get on and off 0 W 7 Q 558 83 9 8 77Your personal security on board -5 E 4 W 528 83 14 3 75The cleanliness of the inside 0 W 2 W 561 91 6 3 74The cleanliness of the outside -3 W 0 W 502 86 12 3 72The availability of staff -5 W 5 W 409 53 30 18 35How well train company deals with delays 8 W -3 W 91 42 29 29 35

Overall sample size

578



Heathrow Connect

Improved Q

Unchanged W

Declined E


26/62








Overall satisfaction 0 W -1 W 539 94 4 1 80STATION FACILITIESOverall satisfaction with the station 3 W 1 W 551 92 7 1 77Ticket buying facilities 2 W -1 W 401 92 6 2 72Provision of information about train times/platforms 2 W -3 W 524 86 9 5 79The upkeep/repair of the station buildings/platforms 4 W -2 W 523 85 12 3 66Cleanliness 3 W -1 W 520 86 11 3 72The facilities and services 4 W 0 W 407 74 20 6 54The attitudes and helpfulness of the staff -4 W 1 W 403 80 18 3 71Connections with other forms of public transport -2 W 0 W 424 85 12 3 75Facilities for car parking -4 W 2 W 111 65 25 10 47Overall environment 5 W -2 W 507 85 12 3 66Your personal security whilst using the station 2 W -1 W 445 84 15 1 69The availability of staff -1 W 2 W 439 75 18 6 60

The provision of shelter facilities -1 W -3 W 268 80 16 4 63Availability of seating 0 W 3 W 401 68 18 14 42How request to station staff was handled -7 W 0 W 94 89 3 1 83The choice of shops/eating/drinking facilities available 3 W -1 W 354 70 17 13 46TRAIN FACILITIESOverall satisfaction with the train 0 W -1 W 521 95 4 1 77The frequency of the trains on that route 0 W -1 W 549 93 5 2 75Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) 0 W 1 W 543 95 3 2 75The length of t ime the journey was scheduled to take (speed) 0 W -1 W 536 97 2 1 82Connections with other train services 3 W 2 W 383 88 10 2 75The value for money of the price of your ticket 4 W -1 W 543 45 24 32 41Upkeep and repair of the train 2 W 0 W 544 96 3 1 74The provision of information during the journey -2 W -5 E 505 85 14 1 68The helpfulness and attitude of staff on train -2 W -2 W 475 84 14 1 56The space for luggage -2 W 5 Q 535 90 7 4 50The toilet facilities -6 W -7 W 219 73 16 10 34Sufficient room for all passengers to sit/stand -5 E 0 W 551 90 8 2 62The comfort of the seating area 0 W -1 W 546 94 5 1 69The ease of being able to get on and off 0 W 0 W 538 95 5 0 77Your personal security on board 1 W -1 W 532 95 5 0 75The cleanliness of the inside 1 W -3 E 537 95 4 2 74The cleanliness of the outside 2 W -1 W 493 95 3 1 72The availability of staff 2 W -2 W 479 77 20 3 35How well train company deals with delays - W - W


27/62








Overall satisfaction 2 W -2 W 1104 82 10 8 80STATION FACILITIESOverall satisfaction with the station 1 W 0 W 1105 75 16 9 77Ticket buying facilities 1 W 0 W 568 74 11 15 72Provision of information about train times/platforms 1 W 1 W 1066 81 11 8 79The upkeep/repair of the station buildings/platforms -4 W -4 W 1066 62 23 15 66Cleanliness 1 W -2 W 1063 72 18 10 72The facilities and services -2 W -2 W 932 52 21 27 54The attitudes and helpfulness of the staff 1 W 0 W 792 71 19 10 71Connections with other forms of public transport -6 E 0 W 769 65 18 17 75Facilities for car parking 6 W 3 W 382 51 17 32 47Overall environment 1 W -4 W 1071 62 25 13 66Your personal security whilst using the station 0 W 0 W 951 66 28 6 69The availability of staff -1 W -1 W 909 54 23 23 60

The provision of shelter facilities 3 W -2 W 909 66 17 17 63Availability of seating 5 Q 1 W 989 50 19 31 42How request to station staff was handled 7 W 4 W 166 88 4 7 83The choice of shops/eating/drinking facilities available 2 W -3 W 882 43 20 37 46TRAIN FACILITIESOverall satisfaction with the train -1 W -2 W 1104 79 13 8 77The frequency of the trains on that route -1 W -2 W 1093 75 9 16 75Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) 4 Q 1 W 1098 74 10 16 75The length of t ime the journey was scheduled to take (speed) -2 W 0 W 1081 83 10 8 82Connections with other train services 1 W -1 W 601 72 19 9 75The value for money of the price of your ticket -1 W -1 W 1010 50 19 31 41Upkeep and repair of the train -2 W -1 W 1086 78 14 8 74The provision of information during the journey -1 W -3 W 993 69 19 12 68The helpfulness and attitude of staff on train 3 W -1 W 581 62 28 10 56The space for luggage -1 W 2 W 831 54 22 25 50The toilet facilities -9 E -1 W 442 44 28 28 34Sufficient room for all passengers to sit/stand 0 W 0 W 1065 66 12 22 62The comfort of the seating area -1 W 0 W 1071 74 15 11 69The ease of being able to get on and off 2 W 1 W 1085 82 11 7 77Your personal security on board 2 W -1 W 1015 77 20 4 75The cleanliness of the inside -2 W -2 W 1090 75 14 11 74The cleanliness of the outside -2 W -5 E 926 75 19 6 72The availability of staff 1 W -1 W 779 41 30 29 35How well train company deals with delays 3 W -3 W 225 35 38 28 35

Overall sample size

1121



London Midland

Improved Q

Unchanged W

Declined E


28/62








Overall satisfaction -1 W 2 W 1139 91 6 3 80STATION FACILITIESOverall satisfaction with the station 6 Q 5 Q 1139 85 12 3 77Ticket buying facilities 3 W 5 W 603 73 15 12 72Provision of information about train times/platforms 3 W 4 W 1058 85 9 6 79The upkeep/repair of the station buildings/platforms 0 W 6 Q 1072 77 14 9 66Cleanliness -1 W 1 W 1073 79 12 9 72The facilities and services 0 W 4 W 825 43 27 30 54The attitudes and helpfulness of the staff 6 W 7 Q 818 75 18 7 71Connections with other forms of public transport 4 W 1 W 898 81 11 8 75Facilities for car parking 9 W 11 W 329 42 19 39 47Overall environment 1 W 4 W 1067 72 18 9 66Your personal security whilst using the station 8 Q 6 Q 999 76 19 5 69The availability of staff 4 W 6 W 955 67 18 15 60

The provision of shelter facilities 5 W 3 W 982 66 18 16 63Availability of seating 7 Q 7 Q 1012 52 22 26 42How request to station staff was handled -6 W -6 W 118 78 7 8 83The choice of shops/eating/drinking facilities available 4 W 2 W 766 42 22 36 46TRAIN FACILITIESOverall satisfaction with the train -3 W -2 W 1118 89 8 3 77The frequency of the trains on that route 0 W 0 W 1136 79 8 13 75Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) 0 W 3 W 1127 87 8 6 75The length of t ime the journey was scheduled to take (speed) -1 W 1 W 1105 88 8 4 82Connections with other train services 4 W 4 W 939 86 9 5 75The value for money of the price of your ticket 8 Q 3 W 992 56 18 26 41Upkeep and repair of the train 1 W 1 W 1112 94 4 2 74The provision of information during the journey -2 W -1 W 1055 83 13 3 68The helpfulness and attitude of staff on train -9 E -3 W 532 51 35 14 56The space for luggage 1 W 2 W 880 59 22 19 50The toilet facilities 10 Q 8 W 374 22 19 59 34Sufficient room for all passengers to sit/stand -2 W 0 W 1114 70 14 17 62The comfort of the seating area 2 W 4 W 1102 83 11 6 69The ease of being able to get on and off 4 W 1 W 1119 84 8 7 77Your personal security on board 1 W -1 W 1063 81 14 5 75The cleanliness of the inside 1 W 1 W 1121 92 5 3 74The cleanliness of the outside 2 W 0 W 1024 91 8 2 72The availability of staff -12 E -6 W 777 30 33 37 35How well train company deals with delays 12 W 18 Q 102 48 26 27 35

Overall sample size

1169



Improved Q

Unchanged W

Declined ELondon Overground


29/62








Overall satisfaction -1 W -2 W 1894 79 13 8 80STATION FACILITIESOverall satisfaction with the station 1 W 1 W 1910 75 17 7 77Ticket buying facilities -2 W 0 W 1018 72 15 13 72Provision of information about train times/platforms -3 W -2 W 1812 78 14 8 79The upkeep/repair of the station buildings/platforms -3 W -4 W 1823 61 24 15 66Cleanliness -3 W -1 W 1844 66 22 12 72The facilities and services -4 W 0 W 1576 53 22 25 54The attitudes and helpfulness of the staff 1 W 1 W 1359 70 21 9 71Connections with other forms of public transport -2 W 1 W 1399 73 13 14 75Facilities for car parking -7 E -3 W 732 43 22 35 47Overall environment 1 W 1 W 1815 64 23 13 66Your personal security whilst using the station 2 W 1 W 1681 68 27 4 69The availability of staff 4 W 4 W 1591 58 23 19 60

The provision of shelter facilities 0 W -2 W 1570 60 22 18 63Availability of seating -2 W 0 W 1673 36 24 41 42How request to station staff was handled 9 Q -2 W 270 84 8 8 83The choice of shops/eating/drinking facilities available -1 W 1 W 1570 51 21 27 46TRAIN FACILITIESOverall satisfaction with the train -2 W -2 W 1891 77 15 8 77The frequency of the trains on that route 0 W 1 W 1881 74 9 18 75Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) 0 W -3 E 1879 77 9 15 75The length of t ime the journey was scheduled to take (speed) -1 W 0 W 1855 80 11 10 82Connections with other train services -2 W -1 W 1145 72 19 9 75The value for money of the price of your ticket 3 W -1 W 1784 37 22 41 41Upkeep and repair of the train -3 W -2 W 1864 76 16 9 74The provision of information during the journey -4 W -3 W 1741 70 22 8 68The helpfulness and attitude of staff on train -3 W -2 W 1243 67 28 5 56The space for luggage -1 W 3 W 1465 53 23 24 50The toilet facilities 0 W 1 W 819 30 22 48 34Sufficient room for all passengers to sit/stand -3 W -4 W 1865 60 16 24 62The comfort of the seating area -3 W -2 W 1842 69 20 11 69The ease of being able to get on and off -3 W -2 W 1891 74 15 11 77Your personal security on board -2 W 0 W 1793 78 19 3 75The cleanliness of the inside 0 W 0 W 1875 73 17 10 74The cleanliness of the outside -3 W -3 W 1614 73 20 7 72The availability of staff -2 W -3 W 1529 49 33 18 35How well train company deals with delays -9 E -3 W 349 35 43 22 35

Overall sample size

1944



Improved Q

Unchanged W

Declined ESouth West Trains


30/62


Spring 2013


Autumn 2013 Spring 2014




Overall satisfaction -6 E -12 E 1627 72 16 12 80STATION FACILITIESOverall satisfaction with the station 0 W -4 E 1633 73 17 10 77Ticket buying facilities 0 W -2 W 846 71 14 15 72Provision of information about train times/platforms -2 W -8 E 1575 75 15 11 79The upkeep/repair of the station buildings/platforms -2 W -6 E 1577 63 22 16 66Cleanliness -2 W -5 E 1589 68 20 12 72The facilities and services 1 W -5 E 1382 51 24 25 54The attitudes and helpfulness of the staff 2 W -2 W 1240 67 21 12 71Connections with other forms of public transport -2 W -1 W 1286 74 15 10 75Facilities for car parking 0 W 2 W 518 46 16 38 47Overall environment -3 W -6 E 1578 61 25 14 66Your personal security whilst using the station -1 W -4 E 1468 63 28 9 69The availability of staff 2 W -1 W 1414 59 23 18 60

The provision of shelter facilities 1 W -7 E 1298 60 20 20 63Availability of seating -6 E -3 W 1425 36 22 42 42How request to station staff was handled 1 W -3 W 206 80 7 13 83The choice of shops/eating/drinking facilities available -1 W 1 W 1355 40 26 34 46TRAIN FACILITIESOverall satisfaction with the train -3 W -6 E 1611 72 17 11 77The frequency of the trains on that route -2 W -3 E 1607 73 9 18 75Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) -8 E -12 E 1594 68 11 21 75The length of t ime the journey was scheduled to take (speed) -4 E -7 E 1580 76 14 11 82Connections with other train services -4 W -5 E 907 69 21 10 75The value for money of the price of your ticket -1 W -4 W 1453 30 25 45 41Upkeep and repair of the train -2 W -3 W 1600 68 19 14 74The provision of information during the journey -7 E -6 E 1477 62 23 15 68The helpfulness and attitude of staff on train -9 E -7 E 756 48 36 16 56The space for luggage -2 W -4 W 1240 45 26 30 50The toilet facilities -6 E -4 W 692 28 25 47 34Sufficient room for all passengers to sit/stand -8 E -9 E 1591 56 17 26 62The comfort of the seating area -5 E -8 E 1576 63 22 16 69The ease of being able to get on and off -4 E -8 E 1603 74 17 8 77Your personal security on board -3 W -7 E 1516 67 28 5 75The cleanliness of the inside 0 W -4 E 1606 68 18 14 74The cleanliness of the outside 3 W -3 W 1365 67 22 10 72The availability of staff -6 E -5 W 1077 28 28 44 35How well train company deals with delays -5 W -4 W 344 27 37 36 35

Overall sample size

1652



Improved Q

Unchanged W

Declined ESoutheastern

Results for Southeastern for Autumn 2013 may have been affected by several incidents, in particular the closureof the Hastings mainline, Canterbury West and multiple landslips and incidents across the network


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Overall satisfaction -1 W 1 W 2135 78 12 10 80STATION FACILITIESOverall satisfaction with the station 2 W -1 W 2140 74 17 8 77Ticket buying facilities -2 W -1 W 1027 68 15 17 72Provision of information about train times/platforms -1 W -3 E 2064 75 14 11 79The upkeep/repair of the station buildings/platforms -1 W -4 E 2027 61 23 16 66Cleanliness 2 W -2 W 2062 70 19 10 72The facilities and services 2 W 1 W 1706 55 21 24 54The attitudes and helpfulness of the staff 1 W 2 W 1634 68 21 11 71Connections with other forms of public transport 4 Q 2 W 1598 79 12 9 75Facilities for car parking 1 W 2 W 468 41 21 39 47Overall environment 0 W -3 W 2033 62 26 12 66Your personal security whilst using the station 2 W 1 W 1835 68 28 5 69The availability of staff -1 W -1 W 1806 58 23 20 60

The provision of shelter facilities 1 W -4 E 1532 62 21 17 63Availability of seating -1 W -1 W 1741 38 21 41 42How request to station staff was handled 6 W 0 W 385 82 5 12 83The choice of shops/eating/drinking facilities available 3 W 1 W 1683 47 25 28 46TRAIN FACILITIESOverall satisfaction with the train 3 W 1 W 2129 77 14 8 77The frequency of the trains on that route 3 Q 0 W 2125 73 9 18 75Punctuali ty/rel iabi li ty ( i.e. the train arriv ing/depart ing on t ime) -6 E -8 E 2114 65 10 25 75The length of t ime the journey was scheduled to take (speed) -1 W -1 W 2078 80 11 9 82Connections with other train services 0 W 1 W 1265 74 17 9 75The value for money of the price of your ticket 3 W 0 W 1989 39 22 39 41Upkeep and repair of the train 7 Q 6 Q 2092 76 14 11 74The provision of information during the journey 1 W 2 W 1936 74 19 8 68The helpfulness and attitude of staff on train 2 W -1 W 1050 56 33 11 56The space for luggage 3 W 3 W 1666 46 23 31 50The toilet facilities 6 Q 8 Q 786 40 24 36 34Sufficient room for all passengers to sit/stand -1 W 2 W 2088 62 15 22 62The comfort of the seating area 4 Q 3 W 2069 71 16 13 69The ease of being able to get on and off 2 W 2 W 2095 77 15 8 77Your personal security on board 1 W 0 W 1982 75 22 3 75The cleanliness of the inside 6 Q 4 Q 2112 76 16 9 74The cleanliness of the outside 6 Q 1 W 1786 72 21 7 72The availability of staff 2 W -1 W 1435 35 33 32 35How well train company deals with delays 4 W -5 W 575 34 33 32 35

Overall sample size

2179



Southern

Improved Q

Unchanged W

Declined E


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Overall satisfaction -2 W -4 E 1112 82 9 9 86STATION FACILITIESOverall satisfaction with the station 4 W 0 W 1113 80 13 7 82Ticket buying facilities -3 W 0 W 449 82 11 6 84Provision of information about train times/platforms -3 W -2 W 1084 82 10 8 86The upkeep/repair of the station buildings/platforms 3 W 0 W 1072 71 20 9 76Cleanliness 4 W -1 W 1063 78 16 7 81The facilities and services 2 W -1 W 961 65 21 15 67The attitudes and helpfulness of the staff 3 W -2 W 830 80 16 4 81Connections with other forms of public transport -2 W -4 W 667 72 16 13 77Facilities for car parking -4 W -2 W 374 56 17 27 59Overall environment 5 Q -1 W 1071 71 18 11 75Your personal security whilst using the station 3 W 2 W 969 77 20 3 78The availability of staff 1 W -3 W 949 65 24 12 68

The provision of shelter facilities 6 Q -4 W 923 71 17 12 72Availability of seating 2 W 0 W 1032 55 21 24 53How request to station staff was handled -5 W -5 W 284 85 7 8 88The choice of shops/eating/drinking facilities available 7 Q 3 W 934 58 20 22 60TRAIN FACILITIESOverall satisfaction with the train 0 W -3 W 1107 81 11 8 85The frequency of the trains on that route -3 W -4 W 1064 77 10 13 83Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) -1 W -5 E 1098 78 6 15 83The length of t ime the journey was scheduled to take (speed) -3 W -3 W 1078 83 8 9 88Connections with other train services -3 W -4 W 661 74 15 12 79The value for money of the price of your ticket 3 W -1 W 1062 52 22 26 55Upkeep and repair of the train 0 W -2 W 1094 80 13 7 84The provision of information during the journey -1 W -1 W 1048 74 16 9 77The helpfulness and attitude of staff on train 3 W -1 W 841 80 16 4 82The space for luggage 2 W 3 W 914 57 20 23 59The toilet facilities 8 Q 8 Q 530 56 19 25 56Sufficient room for all passengers to sit/stand 0 W 3 W 1088 69 12 18 72The comfort of the seating area -4 W -2 W 1073 73 18 9 78The ease of being able to get on and off -3 W 1 W 1097 80 14 6 83Your personal security on board 0 W 1 W 1046 84 14 2 86The cleanliness of the inside 1 W 0 W 1096 80 13 7 84The cleanliness of the outside 5 Q 1 W 917 78 17 5 79The availability of staff 1 W -3 W 972 64 24 12 67How well train company deals with delays 0 W 7 W 332 52 28 20 54

Overall sample size

1129

31

3.8 Long-distance3

3.8 Long-distance

Improved Q

Unchanged W

Declined ECrossCountry


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Overall satisfaction 4 Q -1 W 1106 91 6 4 86STATION FACILITIESOverall satisfaction with the station 0 W -1 W 1103 87 10 3 82Ticket buying facilities 1 W 5 W 264 87 10 3 84Provision of information about train times/platforms 0 W -1 W 1074 90 6 4 86The upkeep/repair of the station buildings/platforms 4 Q 2 W 1078 86 10 4 76Cleanliness 3 Q 1 W 1087 89 8 3 81The facilities and services 0 W 0 W 960 76 14 10 67The attitudes and helpfulness of the staff 2 W 1 W 679 82 13 4 81Connections with other forms of public transport 2 W 0 W 745 83 11 6 77Facilities for car parking 9 Q 1 W 292 60 17 22 59Overall environment 5 Q 2 W 1082 84 12 4 75Your personal security whilst using the station 4 Q 5 Q 949 83 16 1 78The availability of staff 4 W 4 W 833 73 19 8 68

The provision of shelter facilities 4 W -3 W 828 75 15 10 72Availability of seating 5 Q 2 W 990 48 19 33 53How request to station staff was handled -1 W -1 W 198 86 6 7 88The choice of shops/eating/drinking facilities available 4 W 0 W 950 66 19 15 60TRAIN FACILITIESOverall satisfaction with the train 2 W 1 W 1107 90 8 3 85The frequency of the trains on that route 2 W -2 W 1071 92 4 4 83Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) 0 W -5 E 1091 84 6 11 83The length of t ime the journey was scheduled to take (speed) 3 Q 2 W 1083 91 4 5 88Connections with other train services 6 Q 1 W 575 83 9 8 79The value for money of the price of your ticket 4 W -2 W 1064 60 17 23 55Upkeep and repair of the train -1 W -1 W 1090 80 13 7 84The provision of information during the journey 2 W 2 W 1017 82 14 4 77The helpfulness and attitude of staff on train 3 W 6 Q 891 87 11 2 82The space for luggage 5 Q 5 Q 958 68 16 16 59The toilet facilities 0 W -2 W 712 50 25 25 56Sufficient room for all passengers to sit/stand 6 Q 6 Q 1067 85 9 6 72The comfort of the seating area 1 W 1 W 1090 81 12 7 78The ease of being able to get on and off 4 Q 2 W 1100 86 9 5 83Your personal security on board 2 W 1 W 1042 89 10 1 86The cleanliness of the inside -1 W -1 W 1105 84 10 5 84The cleanliness of the outside 7 Q -2 W 877 79 17 4 79The availability of staff 5 Q 9 Q 937 75 18 7 67How well train company deals with delays -4 W -7 W 253 58 29 13 54

Overall sample size

1126

323.8 Long-distance

3.8 Long-distance3

East Coast

Improved Q

Unchanged W

Declined E


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Overall satisfaction 0 W 2 W 1100 87 9 4 86STATION FACILITIESOverall satisfaction with the station 1 W 2 W 1100 83 12 5 82Ticket buying facilities 1 W -1 W 461 78 11 10 84Provision of information about train times/platforms 1 W 0 W 1059 84 9 6 86The upkeep/repair of the station buildings/platforms 2 W 1 W 1056 78 15 7 76Cleanliness 2 W 4 Q 1065 83 12 5 81The facilities and services 0 W 3 W 968 65 16 19 67The attitudes and helpfulness of the staff 5 Q 9 Q 793 82 13 4 81Connections with other forms of public transport 1 W 3 W 777 75 14 10 77Facilities for car parking 3 W 1 W 386 70 16 14 59Overall environment 1 W 2 W 1067 76 17 7 75Your personal security whilst using the station 6 Q 3 W 970 78 20 3 78The availability of staff 3 W 2 W 940 67 21 12 68

The provision of shelter facilities 6 Q 3 W 889 73 15 12 72Availability of seating 7 Q 4 W 999 56 17 27 53How request to station staff was handled 6 W 7 W 203 91 4 4 88The choice of shops/eating/drinking facilities available 3 W 2 W 931 53 21 27 60TRAIN FACILITIESOverall satisfaction with the train 0 W 1 W 1094 86 9 4 85The frequency of the trains on that route -3 W -3 W 1069 79 9 12 83Punctuali ty/rel iabi li ty ( i.e. the tra in arriving/departing on time) -2 W 4 Q 1093 84 7 10 83The length of t ime the journey was scheduled to take (speed) 1 W 0 W 1080 86 8 6 88Connections with other train services 0 W 2 W 616 78 14 9 79The value for money of the price of your ticket 1 W -3 W 1065 49 20 31 55Upkeep and repair of the train -2 W 2 W 1085 83 11 6 84The provision of information during the journey 0 W 3 W 996 72 20 8 77The helpfulness and attitude of staff on train 1 W 5 Q 843 80 17 3 82The space for luggage 4 W 1 W 880 57 20 23 59The toilet facilities 12 Q 5 W 533 54 17 28 56Sufficient room for all passengers to sit/stand 3 W 1 W 1073 77 10 14 72The comfort of the seating area 1 W 2 W 1080 82 11 7 78The ease of being able to get on and off 0 W 2 W 1093 84 10 6 83Your personal security on board 3 W 2 W 1028 86 12 1 86The cleanliness of the inside 1 W 2 W 1088 84 11 5 84The cleanliness of the outside 3 W 1 W 903 74 19 7 79The availability of staff 0 W 2 W 940 64 25 10 67How well train company deals with delays -2 W 7 W 191 56 32 13 54

Overall sample size

1123

33 3.8 Long-distance

3.8 Long-distance3

Improved Q

Unchanged W

Declined EEast Midlands Trains


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Overall satisfaction 1 W 10 Q 575 96 3 1 86STATION FACILITIESOverall satisfaction with the station 2 W 13 Q 584 92 6 2 82Ticket buying facilities 2 W 6 W 244 91 3 6 84Provision of information about train times/platforms -1 W 9 Q 561 90 6 5 86The upkeep/repair of the station buildings/platforms -1 W 12 Q 561 89 9 2 76Cleanliness -1 W 9 Q 564 90 8 3 81The facilities and services 1 W 9 Q 498 75 15 10 67The attitudes and helpfulness of the staff 3 W 7 W 399 82 15 3 81Connections with other forms of public transport -1 W 2 W 421 85 10 5 77Facilities for car parking -3 W -2 W 277 65 18 17 59Overall environment 0 W 9 Q 554 84 13 3 75Your personal security whilst using the station 4 W 9 Q 492 85 13 2 78The availability of staff -1 W 8 W 457 69 20 11 68

The provision of shelter facilities 4 W 14 Q 482 83 13 5 72Availability of seating 1 W 12 Q 526 58 19 23 53How request to station staff was handled -14 W -4 W 98 75 3 7 88The choice of shops/eating/drinking facilities available 8 Q 9 Q 508 72 13 14 60TRAIN FACILITIESOverall satisfaction with the train 4 Q 6 Q 572 96 3 1 85The frequency of the trains on that route 8 Q 14 Q 552 88 6 6 83Punctuali ty/rel iabi li ty (i .e . the train arriv ing/depart ing on t ime) 7 Q 24 Q 580 97 1 1 83The length of t ime the journey was scheduled to take (speed) 4 Q 16 Q 571 96 3 1 88Connections with other train services 7 W 18 Q 329 86 11 2 79The value for money of the price of your ticket 4 W 9 Q 556 66 16 18 55Upkeep and repair of the train 2 W 3 W 579 94 5 2 84The provision of information during the journey 4 W 8 Q 542 94 5 0 77The helpfulness and attitude of staff on train 3 W 7 Q 554 97 3 1 82The space for luggage 7 W 9 Q 531 79 10 12 59The toilet facilities 7 W 4 W 432 69 19 12 56Sufficient room for all passengers to sit/stand -1 W 7 Q 573 90 6 4 72The comfort of the seating area 3 W 2 W 579 92 6 1 78The ease of being able to get on and off 2 W 6 Q 575 94 6 0 83Your personal security on board 4 W 4 W 556 95 5 0 86The cleanliness of the inside 1 W 1 W 576 94 5 1 84The cleanliness of the outside 5 Q 7 Q 504 93 7 0 79The availability of staff 8 Q 7 Q 553 94 5 1 67How well train company deals with delays - W - W


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Overall satisfaction -1 W 0 W 1076 85 8 7 86STATION FACILITIESOverall satisfaction with the station 0 W 0 W 1078 86 11 3 82Ticket buying facilities 3 W 3 W 461 87 7 6 84Provision of information about train times/platforms 1 W -1 W 1041 89 7 4 86The upkeep/repair of the station buildings/platforms -1 W 2 W 1041 81 14 5 76Cleanliness -2 W 1 W 1050 84 11 5 81The facilities and services -5 W -3 W 935 70 15 16 67The attitudes and helpfulness of the staff 1 W 0 W 759 82 14 4 81Connections with other forms of public

national rail passenger survey - nrps - spring 2014 - main report (2)

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