Rail passenger scorecard

How satisfied were you with your most recent train journey? 

As part of Transport Focus’s work to improve rail passenger satisfaction we have developed a train operator scorecard to how see how passengers rate their overall journey, the punctuality of their service, the level of cancellations and satisfaction with complaints. 

• Avanti West Coast
• c2c
• Chiltern Railway
• CrossCountry
• Elizabeth Line
• East Midlands Railway
• Great Northern scorecard
• Great Western Railway
• Greater Anglia
• LNER
• London Northwestern
• London Overground
• Merseyrail
• Northern
• ScotRail
• South Western Railway
• Southeastern
• Southern
• Transport for Wales
• Thameslink
• TransPennine
• West Midlands Railway

Transport Focus has created a tool that highlights industry performance on the journey elements that matter most to passengers – drawing together Transport Focus Rail User 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. 

Transport Focus 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.  

As we transition to using the Rail Customer Experience Survey and explore other data sets, we will look to develop the scorecard over time. 

About the data 

Satisfaction data is from Transport Focus’s independent Rail User Survey, the interim tracker created following the discontinuation of the National Rail Passenger Survey. The Rail User Survey data will be replaced by the larger, more robust industry-wide Rail Customer Experience Survey – we expect this data will be introduced in 2025.  

The satisfaction chart shows levels of passenger satisfaction across the sector. The red, amber, green classification is derived by the relative high, medium, low within the range of scores for each attribute. Presenting the data high to low provides an indicative comparative picture. Small sample sizes mean that a level of caution should be applied.

More details on the scorecard is available in an explainer.