Working in partnership with London TravelWatch

Rail passengers’ priorities for improvement

16 July 2020

Reliability and punctuality is the top thing rail passengers want to see improved.

The independent watchdog Transport Focus asked more than 14,300 people to rank things that would most improve their journey experience. Reliability and punctuality came top, followed by value for money and getting a seat.

Since the research was undertaken the railway has, like the rest of our lives, been dramatically changed by the Covid-19 pandemic. In the short-term Covid-19 is bound to have an impact on passengers’ priorities – not least when it comes to personal safety, space on the train and cleanliness – but the baseline results will still be relevant. Punctuality, capacity and value for money will still be important in a post-lockdown world.

We have also produced a simulator that you can use to run priorities for different groups of passengers. For example, by region, journey length, age or gender.

You can download the report, simulator and slides produced by the research agency below.

Rail passengers' priorities July 2020
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Rail passengers’ priorities for improvement 2020 - agency report
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Rail Priorities 2020 simulator
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Transport Focus Transport Focus Transport Focus
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