Rail passenger scorecard

While plans continue to move at pace to reform Britain’s railways, Transport Focus is continuing to ensure that the industry keeps today’s and future passengers of the railway at the heart of decision making.

We have created a tool that highlights industry performance on the journey elements that matter most to passengers – drawing together Transport Focus Rail Customer Experience Survey and industry data on punctuality, cancellations, and complaints.

In creating this comparative snapshot for each train operator we want to foster improvements for passengers and ultimately drive-up their satisfaction.

We will use the evidence from the scorecard to monitor passengers’ experiences and challenge train companies to improve reliability and key issues such as information during disruption and crowding.

• Avanti West Coast
• c2c
• Chiltern Railways
• CrossCountry
• East Midlands Railway
• Elizabeth Line
• Gatwick Express
• East Midlands Railway
• Great Northern
• Great Western Railway
• Greater Anglia
• Heathrow Express
• Hull Trains
• LNER
• London Northwestern Railway
• London Overground
• Lumo
• Merseyrail
• Northern
• ScotRail
• South Western Railway
• Southeastern
• Southern
• Stansted Express
• Transport for Wales
• Thameslink
• TransPennine Express
• West Midlands Railway
• Network Rail nations and regions.

Our scorecards for the previous period can be found here: December 2025

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

We’ll be looking at all these factors in much greater detail and will soon be publishing the first six-month official stats report for the Rail Customer Experience Survey