Measuring train performance – improving the passenger experience

12 December 2024

This research was carried out by Transport Focus, working in partnership with Network Rail and the Office of Rail and Road (ORR), to inform all three organisations’ decisions relating to the reset of passenger train performance measures for 2026 to 2029. 

The research explored passengers’ views and aspirations about train performance in general and to understand how they felt punctuality should be defined. Specifically we wanted to explore passenger opinion about measuring ‘punctual’ as within one minute or within three minutes of scheduled time. 

As well as informing the Control Period 7 reset, this research is expected to be invaluable to the rail industry as it looks to improve the passenger experience in the short term and through ongoing wider reform to industry structures.