Transport User Voice December 2025 – Rail passengers have their say

12 December 2025

Rail Customer Experience Survey

More than 45,000 passengers have had their say on on a recent journey over the past three months as part of our refreshed quarterly rail scorecards. 

These scorecards look at how train operators and Network Rail are currently performing and are used within the industry to identify customer focussed improvements and help drive up passenger satisfaction levels.  

Responses show that there are areas where industry is performing relatively well, however, it needs to remain focussed on what matters most to passengers.   

Key takeaways: 

• Overall national passenger satisfaction is at 88 per cent 

• Stansted Express (95 per cent) and Heathrow Express (94 per cent) passengers are the most satisfied with their overall journey 

• Thameslink and CrossCountry are the lowest performing operators according to passengers with 82 per cent satisfaction 

We know that for customers, what matters most is a railway they can depend on, is reliable, value for money and responsive when things go wrong.  

It is early days for the survey and Transport Focus’s six-monthly industry report, which is due to become an official statistic, will provide a detailed analysis on the wider passenger metrics covered in the survey. We are aiming to publish the first report in May 2026.    

Insight from passenger voices is integral to drive a passenger centric culture now and, in the future, to keep passengers at the heart of decision making as we transition to Great British Railways. We’ll be working with operators to understand these issues and what they are doing about it, so passengers see improvements.   

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