National Rail Passenger Survey

Our scores on the latest National Rail Passenger Survey

Overall Satisfaction

 Autumn 2018 Autumn 2017
73 -2

Results vs Targets

Annual 2018 Scores (Spring and Autumn waves combined)
 Scores Metro Long Distance Outer Suburban and Island Line
Stations 61.0 67.3 66.9
Trains 64.2 66.0 62.8
Customer Service 57.2 66.9 63.5
 2018/19 Targets      
Stations 66 74 70
Trains 67 69 69
Customer Service 61 75 70
Scores vs Targets      
Stations -5.0 -6.7 -3.1
Trains -2.8 -3.0 -6.2
Customer Service -3.8 -6.1 -6.5
Performance has not been at the level we want, or expect, to deliver and we are determined to put that right. Our customers will know that last autumn when the survey was carried out saw several major incidents that unfortunately caused significant disruption. We are working very closely with Network Rail - who manage the infrastructure along the route – to reduce delays and improve how we respond to incidents when they do occur. The period of the survey also saw additional disruption caused by RMT strike action.

Whilst these incidents clearly affected overall satisfaction, we were pleased to see that there was an uplift in some areas such as the cleanliness of our trains and information provided by staff, but we know we still have a long way to go.

We’re investing £1.2bn over the course of the franchise to increase capacity, improve our services and enhance customer experience with new trains and better station facilities. These enhancements will make a real difference in the months ahead, helping to improve performance and punctuality and keeping people and communities connected.

You can find the full results for the Autumn 2018 National Rail Passenger Survey at  Transport Focus.