All research & publications


Customer complaint handling procedure (CCHP)

How we can help you – customer complaint handling procedure Transport Focus is the independent watchdog set up by Government to protect the interests of Britain's rail passengers, England’s users of the...

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Road user needs and experiences - full report

This is Transport Focus’s first piece of road user research, looking at the needs and experiences of road users. The findings will help us to focus our conversations with Highways England and understand...

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Road user needs and experiences - summary report

This is Transport Focus’s first piece of road user research, looking at the needs and experiences of road users. The findings will help us to focus our conversations with Highways England and understand...

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Workplan 2015-16

Download Transport Focus's workplan to find out how we propose to make a difference for passengers and road users over the next 12 months.

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What passengers want from Customer Reports

The Government now requires new franchisees to produce a ‘Customer Report’ at the beginning of its contract and to provide updates at least once a year. This research was carried out to get a better...

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Tram Passenger Survey - Autumn 2014 - full report

This Tram Passenger Survey (TPS) is the second one carried out by Passenger Focus. It enables everyone interested to compare and benchmark what passengers think about their tram service. We surveyed passengers...

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Research among East Midlands Trains passengers

The current East Midlands franchise – operated by Stagecoach-subsidiary East Midlands Trains (EMT) – will end in October 2015. It is anticipated that the Department for Transport (DfT) will negotiate a...

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PLUSBUS user research report

Passenger Focus carried out this research to better understand existing and potential PLUSBUS users. For existing users we wanted to explore how they currently used the product, key reasons for and against...

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Bus Passenger Survey - full report - Autumn 2014

Passenger Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what passengers think about their bus service. This is one of several pieces of bus passenger research that we carry...

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