Official statistic: National Rail Passenger Survey results

24 January 2017

The latest rail passenger satisfaction figures from the independent watchdog, Transport Focus, are published today.

Some of the key results for the Autumn 2016 survey are:

  • Overall satisfaction declined by two percentage points from 83 to 81 per cent compared to Autumn 2015
  • The proportion of passengers satisfied with punctuality/reliability declined from 78 to 73 per cent
  • Overall satisfaction for operators in London and South East declined by two percentage points from 82 to 80 per cent over the past year
  • Overall satisfaction for operators compared to Autumn 2015 declined significantly for Southern, ScotRail and Great Northern.

For further details of the results, see the main survey report here.


Notes to editors

This is the release for the publication of the National Rail Passenger Survey (NRPS) as an official statistic.

Transport Focus surveyed more than 29,000 passengers, across Great Britain as part of the NRPS between 1 September and 20 November last year.  It is the largest published rail passenger satisfaction survey in the world.

Carried out twice a year, it provides the latest snapshot of passengers’ satisfaction with different aspects of their train service. Each year we survey around 60,000 passengers. Today’s survey is the 35th wave during which we interviewed our millionth passenger.

Transport Focus’s own further analysis of the London and the South East data and comments on the results for Scotland and Wales are provided in separate press releases. In the coming weeks we will carry our further analysis on the peak commuter experience outside of London.



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