Improvement works at stations – a before and after comparison of passenger satisfaction

29 July 2014

Working with Network Rail, Passenger Focus compared results from four waves of the National Rail Passenger Survey (NRPS) before and after National Station Improvement Programme (NSIP) work had taken place at a number of stations (picked by Network Rail)  in order to show whether there had been any improvement in passenger satisfaction. Four waves were combined on each occasion in order to ensure that the sample sizes were representative. As the ‘overall station satisfaction’ measurement has only recently been introduced to the survey the sample sizes for this particular question is lower. Caution should be exercised where any sample size is shown to be lower than 100.  

Some of the stations showed a fairly large improvement in satisfaction following completion of the improvement works – these include Chester, Manchester Oxford Road and Exeter Central (some caution is needed interpreting this data as the NSIP works alone might not be the only contributory factor to the change in satisfaction).