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National Rail Passenger Survey – NRPS – Autumn 2015 – Main Report

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’ satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of passenger journeys. Passengers’ overall satisfaction, overall satisfaction with the station and train, and satisfaction with 33 specific aspects of service can therefore be compared over time.

This report includes overall GB-wide figures, plus breakdowns by sector, operator, and type of journey.

Nationally the percentage of passengers satisfied with their journey overall was 83 per cent. This is significantly up (+2 per cent) compared to Autumn 2014 (when 81 per cent of passengers were satisfied). 80 per cent of passengers were satisfied overall with their journey in Spring 2015.

  • Overall satisfaction by TOC varied between 73 per cent and 97 per cent.
  • Overall satisfaction by individual routes within TOCs varied between 66 per cent and 97 per cent.

Read our press release here.

You can explore the results data by using Transport Focus’s online NRPS data explorer tool. We have also produced at-a-glance guides to the results for Great Britain and by train operator.

Main fieldwork took place between 1 September and 12 November 2015. Top-up shifts were done within the last three weeks of the fieldwork period.

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  • Passenger experience

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