Network standards audit

19 December 2023

In Autumn 2021, Transport Focus and the Department for Transport (DfT) wanted to understand the condition and presentation of stations and trains managed by the train companies under the DfT’s jurisdiction across the rail network in England.

Transport Focus undertook audits by means of mystery shopping at stations and on-board trains. Mystery shoppers from the fieldwork agency LIVE, led by 7th Sense assessed the presentation and condition of facilities, and the availability of staff.

The audits were conducted between 16 February and 22 March 2022. The findings from these audits offer a snapshot of the presentation of trains and stations during that time.

You can find a report on the main findings below.