North East passenger priorities 2010
10 August 2010
Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify which attributes of rail services they would most like to see improved, and to make comparisons with the priorities that were identified in similar surveys in 2004 and 2007. The purpose of this research was to identify where resources should be applied to most effectively improve the experience for passengers. The survey also sought to identify how passengers? current rail service experience compared with their ?reasonable expectations.