Transport User Voice February 2026 – Rail passenger scorecard results

05 March 2026

More to be done for passengers

Back in February, Transport Focus published our second set of scorecard results which shows that overall national passenger satisfaction remains relatively high at 87 per cent.

In the last three months of our scorecard more than 50,000 passengers have had their say on their journey – highlighting where more work needs to be done for passengers.

Key highlights

  • Hull Trains tops the train operator table, improving by two percentage points from the previous quarter – up from 92 per cent to 94 per cent.

  • Transport for Wales achieved a six-percentage point rise in punctuality from 82 per cent to 88 per cent, the biggest quarter-on-quarter improvement of any TOC.

  • CrossCountry is the lowest performing operator according to passengers with 78 per cent satisfaction – down from 82 per cent in the previous scorecard.

  • Scotland continues to top the table in the Network Rail nations and regions scorecard.

  • Across Great Britain, punctuality is down from 86 per cent to 83 per cent, driven mainly by a decline in satisfaction in the long-distance sector (down from 83 per cent to 79 per cent).

Despite efforts in recent years, results show that disruption handling remains a pain point for passengers. Delay handling remains the lowest rated aspect on the scorecard, at just 48 per cent. Information being clear, concise and consistent plays a key part in a passenger’s experience during disruption and needs further improvement.

As well as carrying out research to better understand what passengers think, over the past year we have worked on the ground with two train operators, Great Western Railway and ScotRail, observing what happens when something goes wrong from both sides of the fence. We observed how things work in control rooms, how decisions were made as operational circumstances changed, while simultaneously monitoring the resulting passenger experience at stations, on trains and online.

Over the coming weeks and months, we will be engaging with train operators and the wider industry to see how we build on existing initiatives to adopt our recommendations.

In the autumn we will invite senior industry leaders to a summit to discuss progress and share best practice on this important topic.

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