Working in partnership with London TravelWatch

Mystery shop of rail ticketing retailing – Summary

21 March 2007

The latest results of the Passenger Focus National Passenger Survey indicate that almost one in five passengers (19%) is dissatisfied with ticket buying facilities offered at stations. Passenger Focus commissioned a mystery shop survey to better understand the current level of service that is being experienced by passengers purchasing rail tickets in Great Britain.

mystery_shop_of_rail_ticket_retailing_summary.pdf
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