Transport User Voice March 2024 – Rail passengers rate their service

29 February 2024

Latest Rail User Survey results

Rail passenger satisfaction overall has fallen from 88 per cent to 81 per cent in Transport Focus’s latest Rail User Survey.

The survey asks passengers about experiences of travelling by rail in Great Britain and how satisfied they were with their most recent journey. Passengers rated how satisfied they were with their overall journey, the punctuality of their service, the value for money of their ticket and a number of other measures.

Satisfaction has decreased for all measures in the survey, notable decreases in satisfaction since the last report include:

  • satisfaction with the cleanliness of the inside of the train at 74 per cent, from 81 per cent
  • satisfaction with information provided during the journey at 74 per cent, from 82 per cent.

Satisfaction was especially reduced in the survey wave covering journeys more likely to be affected by strike action and an overtime ban.

The train operator survey results, covering 24 March 2023 to 4 February 2024, show how patchy passenger satisfaction is across the network, with overall journey satisfaction ranging from 92 per cent for Great Northern and London Overground to 74 per cent for Transport for Wales. Although this is low, Transport for Wales have recently seen improvements. However, they now need to deliver them over a longer period to build customer confidence.

The railway as a whole needs to drive higher standards and deliver them more consistently. Transport Focus will continue to use the evidence from the survey to monitor passengers’ experiences and work with train companies to improve reliability and passenger information.


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