Rail Customer Experience Survey – Official Statistics

18 June 2026

The Rail Customer Experience Survey (RCXS) is a new, industry-wide survey of rail passengers’ journeys. Its aim is to provide regular, robust, and consistent customer insight data to the rail industry.

This report covers the headline results from mid-October 2025 to end of March 2026.

• Over 100,000 passengers surveyed in the biggest rail satisfaction survey in British history.
• 87 per cent of passengers satisfied with their journey.
• CrossCountry worst-performing train operator in survey with 79 per cent of passengers satisfied. Hull Trains passengers most satisfied with their journey.
• Results will be used to drive day-to-day improvements for passengers and inform Great British Railways priorities.

The publication of the biggest passenger satisfaction survey in the history of Britain’s railway, captures the feedback of more than 100,000 passengers. This Official Statistic (in Development) results report covers the first six months data (October 2025 to March 2026) with the survey running continuously throughout the year and around ten thousand passengers a month asked for their views across Great Britain’s rail network.