National Rail Passenger Survey – NRPS – Autumn 2013 – Main Report

21 January 2014

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 32 specific aspects of service can therefore be compared over time.

Main fieldwork took place between 2 September and 11 November 2013. 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 chapter  three. Ratings are also provided for each sector i.e. London and the South East, long-distance, and regional operators (chapter two). We also include some tables showing passenger ratings for certain specific aspects of service for all TOCs on one page (in chapter three), and results for routes within TOCs (chapter four). Chapter five shows national results by journey purpose, age and gender. Passengers’ ratings are also summarised nationally by totalling results for all TOCs across Great Britain (chapter two).