Rail Customer Experience Survey Commentary Report

18 June 2026

Over 100,000 people have taken part in the Rail Customer Experience Survey (RCXS).

Our report makes sense of this huge dataset – and considers it alongside the recently updated What Matters to Passengers research – to set out what we believe should be the customer priorities for improving the railway.

This is the first of our regular reports on the RCXS, which we will use to represent the interests of passengers as the passenger watchdog. In the coming months, we will have enough data to say whether customer experience is improving. The RCXS six-month report is an Official Statistic (in development). The survey’s power will only grow in future years, as trends can be tracked and the impact of changes evaluated.

Rail Customer Experience Survey - Commentary Report

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