Transport User Voice – May 2022 – Rail user survey

28 April 2022

Satisfaction remains steady

More than eight in 10 rail passengers (85 per cent) were satisfied with their most recent journey in our Rail User Weekly Survey. 

Our weekly survey of 500 passengers across Great Britain looks at people’s experiences of travelling by rail in the last seven days. They rate their overall journey, how punctual their service was, the value for money of their ticket and several Covid-related safety measures. 

We analysed the results and found that satisfaction with punctuality and reliability remains the most important driver of overall satisfaction, followed by the level of crowding onboard the train and cleanliness inside the train. 

The top three operators in the survey were c2c (99 per cent), Great Northern (95 per cent) and LNER (94 per cent). 

For the punctuality and reliability of the service, passengers were most satisfied with c2c (94 per cent) Merseyrail (93 per cent) and Chiltern (93 per cent) 

Passenger satisfaction with the level of crowding was highest on Merseyrail (86 per cent), Great Northern (84 per cent) and Chiltern (82 per cent). 

For cleanliness inside the train, passengers were most satisfied with Great Northern (91 per cent), Avanti (90 per cent) and c2c (89 per cent). 

We’ll continue to use this feedback from passengers to ensure operators continue to focus on delivering a punctual, reliable, clean train, with enough room to sit and stand. 

You can explore all the results here. 


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