How do you measure passenger satisfaction when few people are travelling? How do you capture the feelings and experiences of those choosing not to travel?
Transport Focus set out to answer these questions and more, to ensure we have a deep insight into current and potential transport users. We use this information to help guide decision-makers, from Government to transport operators, to make decisions centred around people’s needs.
How do we use this insight?
Before Covid-19 struck, our Make Delay Pay campaign helped raise awareness of the compensation delayed rail passengers were missing out on. In 2020 we did research with the Department for Transport that showed the proportion of passengers now claiming compensation has gone up.