Northern: rail passengers’ views of customer service

15 December 2016

Northern asked us to help them explore the experiences and views of their rail passengers of their customer service. This report presents the findings of an online survey using Transport Focus’s Transport User Panel.

We worked with Northern to determine the 20 questions. The survey received 936 responses from people who had used Northern in the last 12 months. Fieldwork was undertaken between 25 November and 2 December 2016.