Britain’s railway: what matters to passengers

08 December 2022

We asked over 15,000 rail passengers across Great Britain to tell us what is important to them. The research provides an importance ranking for 25 aspects of rail services and also shows how passengers think the railway is performing in each of those areas.

This gives a clear view on what matters to passengers and where the railway should target investment and effort to meet passengers’ aspirations.

We are pleased to have worked in partnership with Network Rail on this research to help inform its investment plans for the next five-year period from 2024 – 2029, known as Control Period 7.

We have also produced a simulator that you can use to run the research findings for different groups of passengers. For example, by region, journey length, age or gender. In addition, we have run a specific analysis of lapsed users’ reasons for not using the train.

You can download the report, simulator and slides produced by the research agency below.

Britain’s railway - what matters to passengers, summary report
Britain's railway - what matters to passengers, research agency report
What matters - train travel simulator
Lapsed user analysis
Liked it, or found it useful? Please share on social media and help spread the word!