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. 

Our September rail scorecards which cover the first four Rail Periods of the 26/27 rail year (1 April – 25 July) can be found below.

• Avanti West Coast 

• c2c 

• Chiltern Railways 

• CrossCountry 

• East Midlands Railway 

• Elizabeth Line 

• Gatwick Express 

• Grand Central 

• 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 previous rail periods can be found here. 

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 in our next Rail Customer Experience Official Statistics report.