Research reports Archives - Transport Focus

Research reports

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail User Survey – edition 31

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Improving the passenger experience when trains become ‘stranded’

In Autumn 2022, reports of poor passenger experiences during several ‘stranded train’ incidents...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail User Survey – edition 29

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Riders, walkers and wheelers in Devon and Cornwall

Transport Focus has explored the experiences of riders, walkers and wheelers making journeys...

Rail User Survey – edition 26

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

30 January – 5 February 2024 rail strikes: pre-strike intentions and...

Between 22 and 23 January we asked a representative sample of 2000 people across Britain how the...

Rail User Survey – edition 23

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Motivations and barriers to train usage

This report explores the motivations and barriers to rail usage. We asked current, lapsed and...

Rail User Survey – edition 22

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

What makes for a clean and safe railway?

Transport Focus has worked with the Department for Transport to understand how cleanliness and...

Christmas and New Year travel intentions survey

Transport Focus surveyed 2000 people from across Great Britain about their travel intentions over...

Safety perceptions on smart motorways: the driver view

When the Government published its response to the Transport Select Committee Inquiry into the...

Strategic Roads User Survey regional reports

Transport Focus has undertaken ‘deep dives’ into findings of the Strategic Roads User Survey...

Ticket office consultation: summary of responses

On 31 October 2023 Transport Focus objected to train company proposals to close ticket offices....

Passenger views on rail ticket retailing – their experience and...

This report summarises the main findings from research carried out in in December 2021 into...

Digital signalling – how to communicate the upgrade programme to rail...

The East Coast Digital Programme is a scheme by Network Rail that will introduce in cab digital...

Rail User Survey – edition 21

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

2-8 December rail strikes: pre-strike intentions and information survey

We spoke to a representative sample people across Britain to find out how the rail strikes would...

Rail delays and compensation 2023

The Department for Transport commissioned Transport Focus to carry out research to update the...

Rail User Survey – edition 20

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Ticket office consultation – summary of the process and Transport...

This overview sets out the ticket consultation process, the criteria Transport Focus used to assess...

Rail User Survey – edition 19

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Motorway Services User Survey 2023

Transport Focus carried out a large-scale survey on the experience of visitors to 120 of Great...

30 September and 4 October rail strikes: pre-strike intentions and...

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 18

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Rail User Survey – edition 18

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

26 August rail strike: pre-strike intentions and information survey

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...

Transport Focus review of complaints handling by TT2 Limited

Transport Focus has reviewed how TT2 handles complaints from users of the Tyne road tunnels. Our...

Rail User Survey – edition 17

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 17

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Getting free pass holders back on buses

Data suggests that since the end of the pandemic, a little more than a year ago, older and disabled...

20 and 22 July rail strikes: pre-strike intentions and information survey

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...

Bus User Survey – edition 16

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Rail User Survey – edition 16

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Road user preferences for investment in England’s motorways and major...

Transport Focus surveyed road users to understand their preferences when it came to investment in...

Travel between the Isles of Scilly and the mainland research

Transport Focus was asked by the Council of the Isles of Scilly to help it explore the views of...

Response to the Office of Rail and Road consultation on proposals to...

In April 2023 the Office of Rail and Road consulted on proposals from Network Rail to modify the...

Strategic Roads User Survey regional reports

Transport Focus has undertaken regional deep dives into findings of the Strategic Roads User Survey...

Motivations and barriers to bus usage

This report focuses on the new reality of bus usage post-covid and what challenges and...

Rail user survey – edition 15

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 15

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

31 May and 2-3 June rail strikes: pre-strike intentions and information...

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...

Rail user survey – edition 14

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 14

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Watchdog evidence to Transport Committee Inquiry into strategic road...

Transport Focus gave evidence to the Transport Committee’s 2023 inquiry into strategic road...

12 and 13 May rail strikes: pre-strike intentions and information survey

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Potential rail industry initiatives – passenger satisfaction analysis

This research looks to understand the extent to which more than 50 potential initiatives could...

Transport for Wales performance letter

Following months of disruption to Transport for Wales rail services Transport Focus has written to...

Coronation and Eurovision travel

Transport Focus wanted to understand more about how and when passengers might be travelling during...

Rail user survey – edition 13

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Awareness and effect of £2 bus fare: March 2023

Transport Focus wanted to understand more about awareness of the recently introduced £2 bus fare...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail user survey – edition 12

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 12

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Smarter Information, Smarter Journeys – improving passenger...

Transport Focus and the Rail Delivery Group have worked together to deliver a programme of research...

Cyclists, pedestrians and equestrians in the East of England – what...

We looked at the experiences of cyclists, pedestrians, and equestrians across the East of England...

Network Rail Wales and Western region: passenger research for 2024- 29...

Network Rail’s Wales and Western region wanted to ensure that its business plan was based on...

16 and 18 March rail strikes: pre-strike intentions and information survey

We spoke to a representative sample people across Britain to find out how the upcoming strikes,...

Transforming rail travel – what do passengers want?

Transport Focus speaks to thousands of passengers each year as part of large-scale ‘tracker’...

TransPennine Express passenger experience survey

Transport Focus has been monitoring the experience of passengers travelling with TransPennine...

Avanti West Coast passenger experience survey

Transport Focus has been monitoring the experience of passengers travelling with Avanti West...

Improving the passenger experience when rail services are disrupted

Transport Focus has worked with Avanti West Coast to seek to understand passengers’ experiences...

Rail user survey – edition 11

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 11

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Awareness and effect of £2 bus fare

Transport Focus wanted to understand more about awareness of the recently introduced £2 bus fare...

Rail strikes: impact on passengers

This is the latest in a series of publications from Transport Focus looking at the passenger...

Bus passenger satisfaction – key driver analysis

What drives bus passenger satisfaction? This report summarises key driver analysis using six...

Rail passenger satisfaction – key driver analysis

What drives rail passenger satisfaction? This report summarises key driver analysis using six...

1 and 3 February rail strikes: pre-strike intentions and information...

We spoke to a representative sample of more than 2000 people across Britain on 23 and 24 January,...

Rail user survey – edition 10

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 10

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Turbostar trains interiors: what passengers want

Transport Focus worked with rolling stock leasing company Porterbrook to understand what passengers...

24-27 December and 3-7 January rail strikes – pre-strike intentions...

We spoke to a representative sample of more than 2000 people across Britain between 16-18 December,...

Christmas and New Year travel intentions survey

In a survey of 2000 people from across Great Britain Transport Focus asked people about their...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 9

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Rail user survey – edition 9

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

13-17 December rail strikes: pre-strike intentions and information survey

We spoke to a representative sample of more than 2000 people across Britain on 5 and 6 December, to...

Britain’s railway: what matters to passengers

We asked over 15,000 rail passengers across Great Britain to tell us what is important to them. The...

Avanti and TransPennine Express disruption – passenger experiences

Independent watchdog Transport Focus spoke to more than 1000 Avanti and TransPennine Express...

Rail User Survey – edition 8

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 8

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Changing trains versus direct trains

We have undertaken research in partnership with Network Rail to explore passengers’ views on...

Rail passenger views on printed timetables and how far in advance...

During the Covid pandemic, the rail industry paused the production of printed timetables, booklets...

5-9 November rail strikes: pre-strike intentions and information survey

Transport Focus surveyed people to understand the expected impact of the national strikes on...

Sort My Sign progress report

The Sort My Sign campaign is aiming to increase the usefulness and effectiveness of information on...

Bus User Survey – edition 7

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Rail User Survey – edition 7

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Motorway Services User Survey 2022

Transport Focus carried out a large-scale survey on the experience of visitors to 119 of Great...

8 October strike: passenger experience and information survey

In this survey we spoke more than 2000 people across Britain who travelled or were affected by the...

Putting users at the heart of Road Investment Strategy 3

Independent watchdog Transport Focus has published its recommendations ahead of the third Road...

8 October rail strike: pre-strike intentions and information survey

We asked a nationally representative sample of 2000 people about their plans to use rail and...

1 October strike: passenger experience and information survey

We asked a representative sample of 2000 people about their experiences of travelling during the...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

1 October rail strikes – passengers’ intent to travel

On Saturday 1 October national rail strikes will impact almost the whole network. During this...

Avanti reduced timetable – passenger experiences

Transport Focus spoke to members of its Transport User Panel to better understand their experiences...

Bus User Survey – edition 6

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Rail User Survey – edition 6

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

What do cyclists, pedestrians and equestrians want from National Highways?

We looked at the experiences of cyclists, pedestrians, and equestrians across Kent and Sussex on...

National rail strikes – the passenger experience August update

This report is the third in a series summarising Transport Focus’s activities and findings...

18 and 20 August rail strikes – passenger experience and information...

This report shows how everyone who travelled or was affected by the strike disruption between 18...

Bus User Survey – edition 5

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Rail User Survey – edition 5

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail strike feedback

The railway will be disrupted by strikes and the knock-on effects. Transport Focus is monitoring...

National Rail strikes July 2022 – the passenger experience

On Wednesday 27 July and Saturday 30 July 2022 passengers travelling by train experienced...

18 and 20 August rail strikes: pre-strike intentions and information...

This report shows the expected impact of the strikes on 18 and 20 August and the potential knock-on...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Extreme heat, July 2022: the passenger experience

On Monday 18 and Tuesday 19 July, Britain experienced its highest ever recorded temperature. A red...

fflecsi – the experience of Demand Responsive Transport in Wales –...

Transport Focus Wales has been working with Transport for Wales to assess the experience of Demand...

Lorry drivers’ and roadside facilities: the user experience

Transport Focus is building a new survey to measure the experience of lorry drivers when they are...

27 July rail strikes: passenger experience and information survey

We asked a representative sample of 2000 people about their experiences of travelling during the...

Rail User Survey – edition 4

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 4

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Electric vehicle charging: the user experience

Transport Focus is building a new survey to measure the user experience of charging an electric...

27 July rail strike: pre-strike intentions and information survey

We asked a nationally representative sample of 2000 people about their plans to use rail during the...

Rail Satisfaction Survey

Our previous work in autumn 2021 showed that, in principle, passengers can be recruited...

Strategic Roads User Survey – 2021/22 summary report

The Strategic Roads User Survey measures people’s experiences of driving on England’s motorways...

National Rail strikes June 2022 – the passenger experience

In the week of 20 June 2022 rail passengers across Britain who use National Rail services...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail User Survey – edition 3

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 3

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...

Getting free bus pass holders back on board

While bus patronage has broadly returned to around 80 per cent of pre-pandemic levels, fewer free...

Rail strikes: passenger experience and information survey

Each weekend Transport Focus asks a representative sample of 2000 people from across Great Britain...

Rail strikes: pre-strike intentions and information survey

Over the weekend of 17 – 19 June we asked a nationally representative sample of 2000 people about...

Stakeholder review 2022

Transport Focus makes a difference for current and potential future transport users. We use our...

Rail User Survey – edition 2

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 2

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and...

Logistics and Coach Survey: Strategic Roads 2021-22

Transport Focus surveys logistics and coach businesses about their satisfaction with the motorways...

Rail User Survey – edition 1

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Bus User Survey – edition 1

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Rail User Weekly Survey – journey day and time analysis

This Rail User Weekly Survey reports shows analysis of satisfaction scores (for journeys made...

Bus User Weekly Survey – journey day and time analysis

This Bus User Weekly Survey report shows analysis of satisfaction scores (for journeys made between...

Rail User Weekly Survey – train operator results

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 27

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Rail User Weekly Survey – week 27

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – trend analysis

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Rail User Weekly Survey – week 26

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 26

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Bus User Weekly Survey – week 24

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Rail User Weekly Survey – week 24

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Strategic objectives for England’s motorways and major ‘A’ roads,...

As part of preparations for the third road investment strategy (RIS3) covering England’s...

Passenger voices – comments on cleanliness and staff from the Rail...

This report explores passenger comments collected from the Rail Weekly User Survey to understand in...

Passenger voices – comments on cleanliness and staff from the Bus...

This report explores passenger comments collected from the Bus Weekly User Survey to understand in...

Bus User Weekly Survey – week 23

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Rail User Weekly Survey – week 23

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Week 81: Travel during Covid-19 survey

In the eighty-first week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Rail User Weekly Survey – week 22

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 22

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Experiences of women and girls on transport

Transport for the West Midlands has been selected as a Transport Champion in the ‘Tackling...

Week 80: Travel during Covid-19 survey

In the eightieth week of Transport Focus’s travel during Covid-19 survey, we spoke to over 2000...

Rail User Weekly Survey – week 22

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 22

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Week 79: Travel during Covid-19 survey

In the seventy-ninth week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Bus User Weekly Survey – week 21

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Rail User Weekly Survey – week 21

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Transforming rail travel – what do passengers want?

Transport Focus speaks to thousands of passengers each year as part of large-scale 'tracker'...

Strategic Roads User Survey – April to September 2021 findings

The Strategic Roads User Survey (SRUS) measures the consumer experience of journeys on England’s...

Fflecsi – the experience of Demand Responsive Transport in Wales

Transport Focus Wales has been working with Transport for Wales to assess the experience of Demand...

Week 78: Travel during Covid-19 survey

In the seventy-eighth week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Rail User Weekly Survey – week 20

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 20

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Rail User Weekly Survey – trend analysis report

This report looks at trend results from the Rail User Weekly Survey over the twenty weeks the...

Bus User Weekly Survey – trend analysis report

This report looks at trend results from the Bus User Weekly Survey over the twenty weeks the...

Rail User Weekly Survey – week 19

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 19

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Week 77: Travel during Covid-19 survey

In the seventy-Seventh week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Rail User Weekly Survey – train operator results

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Week 76: Travel during Covid-19 survey

In the seventy-sixth week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Rail User Weekly Survey – week 18

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 18

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Rail User Weekly Survey – week 17

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 17

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Week 75: Travel during Covid-19 survey

In the seventy-fifth week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Week 74: Travel during Covid-19 survey

In the seventy-fourth week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Rail User Weekly Survey – week 16

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 16

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Travel to work survey

Transport Focus carried out research about travelling to work using its Transport User Panel. This...

Week 73: Travel during Covid-19 survey

In the seventy-second week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Rail User Weekly Survey – week 15

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 15

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Week 72: Travel during Covid-19 survey

In the seventy-second week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Bus User Weekly Survey – week 14

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Christmas travel 2021 (week 3)

For the third week we have we have surveyed people about their travel plans for Christmas. This...

Rail User Weekly Survey – week 14

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Planning journeys

Transport Focus and Traveline have worked together to understand what transport users want from a...

Week 71: Travel during Covid-19 survey

In the seventy-first week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

What drives bus passenger satisfaction?

Transport Focus's Bus User Weekly Survey monitors passenger experiences of travelling by bus and...

Rail User Weekly Survey – week 13

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

What drives rail passenger satisfaction?

Transport Focus's Rail User Weekly Survey monitors passenger experiences of travelling by rail...

Bus User Weekly Survey – week 13

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Christmas travel 2021 (week 2)

For the second week we have we have surveyed people about their travel plans for Christmas. This...

HS2 – What passengers want from train interiors

Transport Focus worked with HS2 Ltd and Arup to understand what passengers wanted from the layout...

Christmas travel 2021

Over the weekend of Friday 3 December to Sunday 5 December we surveyed people about their travel...

Rail User Weekly Survey – week 12

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Week 70: Travel during Covid-19 survey

In the seventieth week of Transport Focus’s travel during Covid-19 survey, we spoke to over 2000...

Bus User Weekly Survey – week 12

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Communicating with passengers about engineering works during the pandemic:...

Communicating with passengers about engineering works during the pandemic: Research among...

Covid-19 travel segmentation 5 – 28 November analysis

For almost a year Transport Focus has been using its Travel During Covid-19 survey to understand...

Week 69: Travel during Covid-19 survey

In the sixty-ninth week of Transport Focus’s travel during Covid-19 survey, we spoke to over 2000...

Rail User Weekly Survey – week 11

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 11

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Rail User Weekly Survey – week 10

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 10

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Announcements on trains – the passenger view

Transport Focus carried out research to inform decisions about improving information for train...

Rail User Weekly Survey – week 9

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 9

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Week 68: Travel during Covid-19 survey

In the sixty-eighth week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Cyclists, pedestrians and equestrians: views about journeys using National...

Cyclists, pedestrians and equestrians: views about journeys using National Highways’ network in...

Rail User Weekly Survey – week 8

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 8

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Covid-19 travel segmentation 8 – 31 October analysis

Transport Focus has been using its Travel During Covid-19 survey to understand people’s views and...

Rail User Weekly Survey – week 7

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 7

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Week 67: Travel during Covid-19 survey

In the sixty-seventh week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Flexi season ticket survey

What do rail commuters think about the new flexi season ticket introduced in June 2021? To find out...

Rail User Weekly Survey – week 6

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 6

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Rail User Weekly Survey – week 5

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey – week 5

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Week 66: Travel during Covid-19 survey

In the sixty-sixth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Rail User Weekly Survey

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Bus User Weekly Survey

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Week 65: Travel during Covid-19 survey

In the sixty-fifth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 63: Travel during Covid-19 survey

In the sixty-third week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Trialling a ‘push to web’ survey approach for passenger feedback

As a result of the restrictions in place due to Covid-19 from March 2020, Transport Focus had to...

Future rail commuting survey

Transport Focus surveyed rail commuters that could work from home and the extent to which they plan...

Week 62: Travel during Covid-19 survey

In the sixty-second week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Beyond social distancing: building confidence in public transport

This research provides an in-depth understanding of how passengers feel about using public...

Week 61: Travel during Covid-19 survey

In the sixty-first week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 61: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 58-61 of Transport Focus's...

Week 60: Travel during Covid-19 survey

In the sixtieth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 60: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 57-60 of Transport Focus's...

Week 59: Travel during Covid-19 survey

In the fifty-ninth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 59: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 56-59 of Transport Focus's...

Week 58: Travel during Covid-19 survey

In the fifty-eighth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 58: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 55-58 of Transport Focus's...

Reservation-only services on LNER

In 2020, in response to the Covid-19 pandemic, LNER introduced a requirement that passengers have a...

Barriers to bus use in the West Midlands

In February 2020 Transport Focus carried out research into barriers to bus use in the West Midland...

Covid-19 travel segmentation 16 July – 1 August analysis

For almost a year Transport Focus has been using its Travel During Covid-19 survey to understand...

Sort My Sign interim report

The Sort My Sign campaign is aiming to increase the usefulness and effectiveness of information on...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Week 57: Travel during Covid-19 survey

In the fifty-seventh week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 57: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 54-57 of Transport Focus's...

The journey towards sustainable travel

While attention has been focussed on the Covid crisis for over a year, the climate crisis has not...

Week 56: Travel during Covid-19 survey

In the fifty-sixth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 56: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 53-56 of Transport Focus's...

Covid-19 travel segmentation 2-18 July analysis

For almost a year Transport Focus has been using its Travel During Covid-19 survey to understand...

Streets for all: consumer issues in road space allocation

Transport Focus has investigated the issue of road space allocation and the impact on road users,...

Week 55: Travel during Covid-19 survey

In the fifty-fifth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 55: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 52-55 of Transport Focus's...

A more accessible road network?

Transport Focus has published a report on Highways England’s progress in addressing its...

Passenger information at railway stations

Transport Focus, working with Network Rail and the Rail Delivery Group, asked passengers about the...

Week 54: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 51-54 of Transport Focus's...

Week 54: Travel during Covid-19 survey

In the fifty-fourth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Covid-19 travel segmentation 18 June – 4 July analysis

For almost a year Transport Focus has been using its Travel During Covid-19 survey to understand...

Week 53: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 50-53 of Transport Focus's...

Accessible transport: unlocking a better normal

As part of our accessibility webinar earlier this year we asked disabled and non-disabled members...

What influences road user satisfaction?

Our Strategic Roads User Survey (SRUS) measures satisfaction with journeys on the motorway and...

‘Deep dive’ analysis of road user satisfaction

Our Strategic Roads User Survey (SRUS) measures satisfaction with journeys on the motorway and...

Understanding attitudes to social distancing and face coverings on public...

Transport Focus has looked into how people feel about social distancing on public transport. We...

Week 52: Travel during Covid-19 survey

In the fifty-second week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 52: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 49-52 of Transport Focus's...

Covid-19 travel segmentation 4 – 20 June analysis

For almost a year Transport Focus has been using its Travel During Covid-19 survey to understand...

Week 51: Travel during Covid-19 survey

In the fifty-first week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 51: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 48-51 of Transport Focus's...

Week 50: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 47-50 of Transport Focus's...

Week 50: Travel during Covid-19 survey

In the fiftieth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

The route ahead: getting passengers back on buses

Transport Focus carried out an online survey in March and April 2021 into the views and experiences...

Covid-19 travel segmentation 21 May – 6 June 2021 analysis

For almost a year Transport Focus has been using its Travel During Covid-19 survey to understand...

Week 49: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 46-49 of Transport Focus's...

Week 49: Travel during Covid-19 survey

In the forty-ninth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 48: Travel during Covid-19 survey

In the forty-eighth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 48: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 45-48 of Transport Focus's...

Covid-19 travel segmentation – 7-23 May 2021 analysis

For almost a year Transport Focus has been using its Travel During Covid-19 survey to understand...

Week 47: Travel during Covid-19 survey

In the forty-seventh week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 47: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 44-47 of Transport Focus's...

Logistics and Coach Survey: Strategic Roads 2020-21

Transport Focus surveys logistics and coach businesses about their satisfaction with the motorways...

Feedback on inclusive transport campaign – Transport User...

The Department for Transport asked us test a campaign to raise awareness of disabled transport...

Public transport – a cleaner future?

Our insight has always shown that cleanliness is important to passengers, even before the pandemic....

Week 46: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 43-46 of Transport Focus's...

Covid-19 travel segmentation – 26 April – 9 May analysis

For almost a year Transport Focus has been using its Travel During Covid-19 survey to understand...

Week 45: Travel during Covid-19 survey

In the forty-fifth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 45: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 42-44 of Transport Focus's...

Transport User Community – summer travel plans

In this research we asked our Transport User Community what their plans are for the summer. Will...

Road surface quality – Transport User Community

We asked our Transport User community how they felt about road surface quality. The questions were...

Week 44: Travel during Covid-19 survey

In the forty-fourth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 44: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 42-44 of Transport Focus's...

Measuring satisfaction and mystery shopping on Greater Anglia

Greater Anglia measured customer experience in addition to the regular National Rail Passenger...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...

Week 43: Travel during Covid-19 survey

In the forty-third week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 43: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 41-43 of Transport Focus's...

Will there be space on board?

Reliable information about how much space there is right now or is expected to be in the future can...

Transport User Community – National Rail personalised disruption...

We wanted to understand how our Transport User Community normally check for journey information or...

Accessible transport: unlocking a better normal

Transport Focus wanted to explore the views of disabled transport users so that we can help...

Week 42: Travel during Covid-19 survey

In the forty-second week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 42: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 40-42 of Transport Focus's...

Rail commuting and flexible season tickets

There has been much talk about Covid-19 changing commuting patterns in the future. Is working...

Covid-19 travel segmentation

For almost a year Transport Focus has been talking to people about their views and concerns...

Week 41: Travel during Covid-19 survey

In the forty-first week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 41: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 39-41 of Transport Focus's...

Week 40: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 38-40 of Transport Focus's...

Transport User Community – road diversions

We wanted to understand what our Transport User Community think about diversions on England's...

The route ahead: getting passengers back on buses

Throughout the Covid-19 crisis Transport Focus has been publishing insight to ensure transport...

TransPennine Express passenger information

This report sets out work carried out in October 2019 for TransPennine Express into rail passenger...

Clarity of information for transport users – train company website...

Providing clear and accurate information to passengers has always been a priority. Traditionally it...

Week 39: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 37-39 of Transport Focus's...

Week 39: Travel during Covid-19 survey

In the thirty ninth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Covid safe accreditation: Transport User Community

In this report, we showed our bus and rail communities examples of ‘Covid safe’ accreditation...

Week 38: Travel during Covid-19 survey

In the thirty eighth week of Transport Focus's travel during Covid-19 survey, we spoke to over 2000...

Week 38: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 36-38 of Transport Focus's...

Going electric: the drivers’ view

With sales of new petrol and diesel cars phased out by 2030 as part of achieving net zero carbon...

Travel during Covid-19: attitudes to travel post lockdown

In this report Transport Focus presents findings which have been generated through additional...

Ventilation on public transport – Transport User Community

What do passengers think about ventilation on board bus and rail services? How important is it in...

Week 37: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 35-37 of Transport Focus's...

Week 37: Travel during Covid-19 survey

In the thirty seventh week of Transport Focus's travel during Covid-19 survey, we spoke to over...

New trains for the Merseyrail Network – What passengers want

Transport Focus worked with Merseytravel to establish what passengers wanted from new trains on...

Cleanliness on public transport – transport user community

What cleaning measures do passengers assume are taking place on rail and bus? Are they assumed to...

Week 36: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 34-36 of Transport Focus’s...

Week 36: Travel during Covid-19 survey

In the thirty sixth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Week 35: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 33-35 of Transport Focus’s...

Week 35: Travel during Covid-19 survey

In the thirty fifth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Checking in during lockdown in January – Transport User Community

This report covers Transport Focus’s Transport User Community’s thoughts on the current...

Travel during Covid-19: key lessons for 2021 and beyond

Looking back at our insight in 2020 provides a number of key lessons about what makes people feel...

Frequency of commuting in future – Travel during Covid-19

In October and November 2020 Transport Focus asked over 2000 people about the extent to which...

The vaccine and travel – Transport User Community

What will life look like once the vaccine is rolled out? Are passengers confident that it will be...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...

Disabled passengers’ experiences during Covid-19

This report summarises the experiences of disabled passengers during the pandemic. It is based on...

Week 34: Travel during Covid-19 survey

In the thirty fourth week of Transport Focus’s travel during Covid-19 survey we spoke to over...

Week 34: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 32-34 of Transport Focus’s...

The environment and travel – Transport User Community

Given recent discussions about the Government’s aim to cut carbon emissions by 68 per cent by the...

Perceptions of safety on public transport – key drivers analysis

This key driver statistical analysis used data from 13 waves of the Travel during Covid 19 survey,...

Air travel during Covid-19

Transport Focus spoke to almost 4000 people about their thoughts on air travel during the...

Winter driving: Transport User Community

This report from Transport Focus’s Transport User Community looks at their experiences...

Week 33: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 31-33 of Transport Focus’s...

Week 32: Travel during Covid-19 survey

In the thirty second week of Transport Focus’s travel during Covid-19 survey we spoke to over...

Week 32: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 30-32 of Transport Focus’s...

Upgrading the M4 to a smart motorway – road users’ views one year on

Transport Focus has again worked in partnership with Highways England to research road users’...

Christmas travel during Covid-19

Transport Focus spoke to over 2000 people about their travel intentions over the Christmas period,...

Christmas journeys: Transport User Community

This report from Transport Focus’s Transport User Community seeks to understand community...

Week 31: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 29-31 of Transport Focus’s...

Week 31: Travel during Covid-19 survey

In the thirty first week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Student travel survey

Transport Focus asked more than 1000 students about their plans for travelling home for...

All-lane running smart motorways: the driver’s view

Road user watchdog Transport Focus has carried out research into the driver’s view about all-lane...

Travelling by taxi during Covid-19

In this survey we spoke to over 2000 people to understand what is important to them when...

Park and ride for Highway’s England’s roads: a solution to congestion?

Transport Focus and Highways England have worked together to understand the potential for ‘park...

Week 30: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 28-30 of Transport Focus’s...

Week 29: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 27-29 of Transport Focus’s...

Week 29: Travel during Covid-19 survey

In the twenty ninth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Rail and bus priorities: Transport User Community

This report from Transport Focus’s Transport User Community seeks to understand bus and rail...

Week 28: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 26-28 of Transport Focus’s...

Week 28: Travel during Covid-19 survey

In the 28th week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000 people...

Travel and ticketing post-Covid: Transport User Community

Will travel go back to normal when the pandemic ends, or are the fundamental changes passengers...

Travel and ticketing post-Covid; Transport User Community

Will travel go back to normal when the pandemic ends, or are the fundamental changes passengers...

Week 27: Travel during Covid-19 survey

In the twenty seventh week of Transport Focus’s travel during Covid-19 survey we spoke to over...

Week 27: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 25-27 of Transport Focus’s...

Changes to road journeys: Transport User Community

This report from Transport Focus’s road user community looks to understand how road users’...

Week 26: Travel during Covid-19 survey

In the twenty sixth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Week 26: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 24-26 of Transport Focus’s...

Feeling safe on the bus: Transport User Community

This report from Transport Focus’s Transport User Community seeks to understand the what impacts...

Recent road journeys during Covid-19: Transport User Community

This report from Transport Focus’s new road user community covers how they have been coping with...

Week 25: Travel during Covid-19 survey

In the twenty fifth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Week 25: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 23-25 of Transport Focus’s...

Great Western Railway timetable change

In December 2019 Great Western Railway (GWR) introduced the biggest timetable change on the...

Transport User Community – scientific evidence of safety on public...

The perceived safety of travelling by public transport continues to be a key concern for many...

Travel during Covid-19 survey – week 24

In the twenty fourth week of Transport Focus’s travel during Covid-19 survey we spoke to over...

Journey satisfaction during Covid-19 – week 24

This report summarises the aggregated journey satisfaction from weeks 22-24 of Transport Focus’s...

Transport User Community – recent restrictions and rail and bus...

This report from covers Transport Focus’s Transport User Community’s thoughts on recent...

Travel during Covid-19 survey – week 23

In the twenty third week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Journey satisfaction during Covid-19 – week 23

This report summarises the aggregated journey satisfaction from weeks 21-23 of Transport Focus’s...

Transport User Community – role of staff in passengers feeling safe

This report from covers Transport Focus’s Transport User Community's thoughts on the importance...

Transport User Community – rail refunds and fee changes

This report from covers Transport Focus’s Transport User Community's thoughts on National Rail's...

Transport User Community – local lockdowns and essential travel

This report from Transport Focus’s Transport User Community summaries are feeling about rail...

Travel during Covid-19 survey – week 22

In the twenty second week of Transport Focus’s travel during Covid-19 survey we spoke to over...

Journey satisfaction during Covid-19 – week 22

This report summarises the aggregated journey satisfaction from weeks 20-22 of Transport Focus’s...

Transport User Community – evaluating flexible bus fares

This report summarises the findings from Transport Focus's Transport User Community, covering how...

Northern Customer Experience Survey

The Northern Customer Experience Survey was conducted throughout the year across most four week...

Travel during Covid-19 survey – week 21

In the twenty first week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Journey satisfaction during Covid-19 – week 21

This report summarises the aggregated journey satisfaction from weeks 19-21 of Transport Focus’s...

Transport User Community – website and crowding information

This report summaries the findings of Transport Focus’s Transport User Community thoughts on...

Transport User Community – recent bus and rail journeys

This report from Transport Focus’s Transport User Community summaries users’ recent experience...

Transport User Community – how has bus travel changed and returning...

This report summaries the findings from Transport Focus’s Transport User Community covering their...

Travel during Covid-19 survey – week 20

In the twentieth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Journey satisfaction during Covid-19 – week 20

This report summarises the aggregated journey satisfaction from weeks 18-20 of Transport Focus’s...

Transport Focus provides evidence for scrutiny of Welsh transport policy...

Transport Focus has provided evidence to the Senedd Economy, Infrastructure and Skills committee to...

Transport User Community – bus congestion and cashless services

This report summarises the findings from Transport Focus’s new Transport User Community, covering...

Journey satisfaction during Covid-19 – week 19

This report summarises the aggregated journey satisfaction from weeks 17-19 of Transport Focus’s...

Travel during Covid-19 survey – week 19

In the nineteenth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Bus passengers’ priorities for improvement

Buses running more often is the thing bus passengers most want to see improved. The independent...

Transport User Community – rail reservations and virus risk

This report summaries the findings from Transport Focus’s new Transport User Community covering...

Travel during Covid-19 survey – week 18

In the eighteenth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Journey satisfaction during Covid-19 – week 18

This report summarises the aggregated journey satisfaction from weeks 16-18 of Transport Focus’s...

Engineering works at King’s Cross – passenger reactions to...

Network Rail is delivering a £1.2 billion investment programme to upgrade the East Coast Main...

Logistics and Coach Survey: Strategic Roads

Transport Focus surveyed freight logistics and coach businesses who use the motorways and major...

Transport User Community – rail leisure travel and urban travel

This report summaries the findings from Transport Focus’s new Transport User Community covering...

Travel during Covid-19 survey – week 17

In the seventeenth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Journey satisfaction during Covid-19 – week 17

This report summarises the aggregated journey satisfaction from weeks 15-17 of Transport Focus’s...

Transport User Community – return to bus travel

This report summaries the findings from bus passengers in Transport Focus’s new Transport User...

Travel during Covid-19 survey – week 16

In the sixteenth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Journey satisfaction during Covid-19 – week 16

This report summarises the aggregated journey satisfaction from weeks 14-16 of Transport Focus’s...

Transport User Community – rail fares and flexible ticketing

This report covers summaries the findings from Transport Focus’s Transport User Community...

Travel during Covid-19 survey – week 15

In the fifteenth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Journey satisfaction during Covid-19 – week 15

This report summarises the aggregated journey satisfaction from weeks 13-15 of Transport Focus’s...

Clarity of information – motorway services website assessment

Transport Focus wants to make sure transport users have the information they need to travel with...

Transport User Community – return to rail travel

This report summaries the findings from Transport Focus’s new Transport User Community covering...

Travel during Covid-19 survey – week 14

In the fourteenth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Travel during Covid-19 - journey satisfaction (week 14)

This report summarises the aggregated journey satisfaction from weeks 12-14 of Transport Focus’s...

Covid-19 reduced timetable report

At the start of lockdown, the rail industry wanted to understand whether the reduced timetable...

Travel during Covid-19 survey – week 13

In the thirteenth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

National Road Users’ Satisfaction Survey 2019/20

The National Road Users' Satisfaction Survey (NRUSS) measures satisfaction among users of the...

Covid-19 rail commuter community – weeks one and two summary report

This report covers summaries the findings from Transport Focus's new Covid-19 rail community...

Travel during Covid-19 survey – aggregated journey satisfaction...

This report summarises the aggregated journey satisfaction from weeks 10-12 of Transport Focus’s...

Travel during Covid-19 survey – week 12

In the twelfth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Strategic Roads User Survey 2019/20

This is the second year Transport Focus has run the Strategic Roads User Survey. It looks at the...

Travel during Covid-19 survey – week 11

In the eleventh week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Understanding the impact of railway staff

In recent years the role of staff on the railway has become an increasingly contentious issue. As...

Travel during Covid-19 survey – week 10

In the tenth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000 people...

Travel during Covid-19 survey – week 9

In the ninth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000 people...

National Rail Passenger Survey – NRPS – spring 2020 – main report...

Transport Focus surveys more than 50,000 passengers a year to produce the National Rail Passenger...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...

Road journeys during lockdown: Transport User Panel survey

Members of Transport Focus's Transport User Panel have provided feedback on their most recent...

Motorway Services User Survey 2020

Transport Focus carried out a large-scale survey on the experience of visitors to all 112 of...

Travel during Covid-19 survey – week 8

In the eighth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Social distancing and public transport: Transport User Panel survey

Transport Focus has used its Transport User Panel to ask about their experience of making journeys...

Travel during Covid-19 survey – week 7

In the seventh week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Travel during Covid-19 survey – week 6

In the sixth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000 people...

Tram Passenger Survey winter 2019/20

As part of the Tram Passenger Survey programme we worked with Transport for Greater Manchester...

Age and the train: How younger and older people use the train

What do older and younger people have in common when it comes to thinking about train travel? As it...

How do people feel about returning to travel?

There’s no doubt the way people travel has been changed massively as a result of Covid-19 and the...

Travel during Covid-19 survey – week 5

In the fifth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000 people...

Travel during Covid-19 survey – week 4

In the fourth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Refurbishing train carriages to suit passenger needs

Transport Focus, London TravelWatch and Porterbrook commissioned the below research report to...

Travel during Covid-19 survey – week 3

In the third week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000 people...

Season ticket refunds – follow-up survey

Transport Focus carried out a survey with its Transport User Panel to better understand the...

Travel during Covid-19 survey – week 2

In the second week of Transport Focus's travel during Covid-19 survey we spoke to over 2000 people...

Travel during Covid-19 survey

Transport Focus spoke to over 2000 people about their current travel behaviour and attitudes to...

National Rail Passenger Survey Autumn 2019 – technical report

This document outlines the methodology and technical details for the National Rail Passenger Survey...

A dual measurement approach to the National Rail Passenger Survey in...

This report outlines the methodology for the ScotRail National Rail Passenger Survey following...

Personal security on trains – what passengers think

In August 2019 we asked our Transport User Panel about how they felt about personal security during...

Measuring passenger satisfaction and mystery shopping on Greater Anglia

Transport Focus and its agency measured customer experience on Greater Anglia between April and...

Coronavirus travel survey

While Government instructions are to stay at home, many people still have to travel. Transport...

Bus Passenger Survey – Autumn 2019 report

As Transport Focus publishes its latest Bus Passenger Survey, the country is living through an...

King’s Cross station closure

The closure of London King's Cross station over the August bank holiday weekend in 2019 is part of...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...

Delay Repay compensation survey

Transport Focus was interested in finding out if passengers could be encouraged to make a claim in...

Bus passengers’ priorities for improvement

This work to better understand bus passengers’ priorities for improvement is the third of its...

Reliability on high frequency rail routes – what passengers think

This report contains the findings of passenger research commissioned by Transport Focus in...

Penalty Fares – how passengers are treated when they appeal

Transport Focus worked with London TravelWatch to produce its latest report on Penalty...

National Rail Passenger Survey – NRPS – autumn 2019 – main report

Transport Focus surveys more than 50,000 passengers a year to produce the National Rail Passenger...

Reliability on high-frequency rail routes – what passengers think...

This report contains the findings of passenger research commissioned by Transport Focus in...

Buses on Highway England’s roads: meeting the needs of passengers and...

Where bus services run on England’s motorways and major ‘A’ roads, both the passengers and...

South Western Railway strike survey

Transport Focus wanted to find about the impact of the South Western Railway RMT strike action on...

Letter to the chair of the HS2 Review

Transport Focus chief executive Anthony Smith has written to the chair of the HS2 Review setting...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper. These results were...

National Road Users’ Satisfaction Survey 2018-19

The National Road Users’ Satisfaction Survey (NRUSS) measures satisfaction among users of the...

Brighton Main Line Improvement Project – the passenger perspective

The Brighton Main line Improvement Project took place from October 2018 until February 2019 with...

Southend Victoria engineering works in May 2019 – passenger research

Transport Focus conducted online research during the closure on the Greater Anglia Southend line...

Cyclists, pedestrians and equestrians: measuring satisfaction with...

Cyclists, pedestrians and equestrians is the second wave of research which measures the...

Road closures mandated by Traffic Regulation Orders – Transport User...

The Department for Transport (DfT) is currently reviewing the process for making Traffic Regulation...

Motorway Services User Survey 2019

Transport Focus carried out a large-scale survey on the experience of visitors to 111 of...

Rail Ombudsman – Signposting for passengers

Since its inception in November 2018, Transport Focus has been monitoring the performance of the...

Disabled rail passengers research

This research commissioned by Transport Focus on behalf of the Department for Transport (DfT)...

Strategic Roads User Survey – 2018-19 summary report

The Strategic Roads User Survey (SRUS) asks questions about a range of aspects of journey...

National Rail Passenger Survey – NRPS – spring 2019 – main report

Transport Focus surveys more than 50,000 passengers a year to produce the National Rail Passenger...

National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Download the at-a-glance guide to the National Rail Passenger Survey for Great Britain overall.

Williams Rail Review – Trust in train operators: an exploration of...

Following research with passengers in 2014 and 2017 a question was included in the National Rail...

Upgrading the M4 to a smart motorway – road users’ views

Transport Focus has worked in partnership with Highways England to research road users’...

Junction numbers survey – Transport User Panel

In most countries 40 to 60 per cent of the total number of accidents occur at junctions. This...

Tram Passenger Survey – Autumn 2018

The sixth annual Tram Passenger Survey asked almost 5000 passengers for their views about the last...

Manchester Piccadilly platforms 13 and 14: passenger experience and...

Platforms 13 and 14 are the busiest at Manchester Piccadilly station with trains to many...

Derby resignalling works

Resignalling and re-modelling works around Derby station will bring significant disruption to train...

Bus Passenger Survey – Autumn 2018 report

Transport Focus carries out a yearly Bus Passenger Survey to compare and benchmark what passengers...

Williams Review – what do passengers think about the structure of...

In this second submission to the Williams Rail Review Transport Focus provides the results of focus...

Getting to and from the airport. Is coach an option?

Transport Focus, Heathrow Airport and the Department for Transport commissioned a programme of...

National Rail Passenger Survey – NRPS – Autumn 2018 – Main report

We survey more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...

National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Download the at-a-glance guide to the National Rail Passenger Survey for Great Britain overall.

National Rail Passenger Survey (NRPS) at a glance guides by train company...

Download the at-a-glance guides to the National Rail Passenger Survey results by train operator.

Bus passenger experience in Liverpool

On Monday 14 January 2019, members of the House of Commons Transport Select Committee are set to...

Awareness of compensation for Thameslink and Great Northern passengers

In July 2018 Govia Thameslink announced details about additional compensation available to...

Tunnel vision: road users’ experiences and expectations of tunnels

It’s important that new tunnels on the strategic road network are designed with users in mind....

‘A’ road services: what users of the A3 and A34 think

Focussing on two important routes in Southern England, the A3 and A34, this study explores whether...

Strategic Roads User Survey and Transport Focus Data Hub

Data from a new survey by independent watchdog Transport Focus has found that over the period April...

Logistics and Coach Manager Survey: England’s strategic roads

This report provides a snapshot of how satisfied freight, logistics and coach operators are with...

Impact of strikes on Northern passengers and their views on the dispute,...

Industrial action by members of the National Union of Rail, Maritime and Transport Workers has...

Cyclists, pedestrians and equestrians: measuring satisfaction with...

Cyclists, pedestrians and equestrians: measuring satisfaction with journeys on Highways England’s...

Rail delays and compensation

The Department for Transport commissioned Transport Focus to carry out research to update the...

Additional compensation offered to Northern and TransPennine Express...

On 11 July Northern and TransPennine Express (TPE) announced details about additional compensation...

National Road Users’ Satisfaction Survey 2017-18

The National Road Users’ Satisfaction Survey (NRUSS) measures satisfaction among users of the...

Dartford Crossing – Transport User Panel survey

Earlier this year 447 panellists who had used the Dartford Crossing told us about their...

Bus Passenger Survey methodological overview – autumn 2017 wave

In 2017, we consulted nearly 175,000 people to produce the Bus Passenger Survey. The survey is an...

Passenger information during the ‘Beast from the East’ and Storm Emma...

When snow and ice hit Britain’s railway in early March it brought with it disruption for many...

Lakes Line passenger feedback

'Buses are doing a job, though we aren't happy about it - we like the heritage trains...

National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download our at-a-glance guide to the National Rail Passenger Survey for Great...

National Rail Passenger Survey (NRPS) at a glance guides by train company...

Here you can download our at-a-glance guides to the National Rail Passenger Survey results by train...

National Rail Passenger Survey – NRPS – Spring 2018 – Main Report

We survey more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...

CrossCountry passenger research

When new franchise deals are negotiated we want to see passenger views at the heart of the...

High Speed Two (HS2) Passenger Panel Insights

Our customer community was a diverse group of 40 prospective users of the HS2 network. The...

Tomorrow’s rail passengers: understanding how to make rail travel more...

Over the past 20 years rail passenger journeys in Great Britain have more than doubled. In 2016-17...

Tram Passenger Survey

The fifth annual Tram Passenger Survey asked 6000 passengers for their views about the last journey...

Bus Passenger Survey

Transport Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...

Railway engineering work: Putting passengers at the heart of the London...

This report is an in-depth look at the passenger experience during the London Waterloo station...

High Speed 2: using passenger insight to aid High Speed 2 design

Transport Focus aims to see passengers at the heart of all long-term planning. We welcome the...

Using the bus: what young people think

Young people are the biggest users of the bus – but don’t feel services are designed for...

National Rail Passenger Survey – NRPS – Autumn 2017 – Main Report

We survey more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...

National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download at-a-glance guide to the National Rail Passenger Satisfaction survey for...

National Rail Passenger Survey (NRPS) at a glance guides by train company...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey results...

Transport User Panel questions for Northern and TransPennine Express

On 13 November Transport Focus held a board meeting in public in Manchester. Board members and...

Routine railway maintenance: passenger perspectives and priorities

Maintaining the railway is critical – without regular maintenance, things will not run...

Bus Passenger Survey methodological overview – autumn 2016 wave

In 2016, we consulted more than 160,000 people to produce the Bus Passenger Survey. The survey is...

Bus Passenger Survey – West Midlands area spring 2017

This is a report about the journey experiences of bus passengers in the West Midlands area. The...

Rail passengers’ priorities for improvement

Value for money remains the top thing rail passengers want to see improved. The independent...

Road surface quality: what road users want from Highways England

Transport Focus research in 2015 showed that surface quality was road users’ top priority for...

Rail passengers’ experiences and priorities during engineering...

Independent watchdog Transport Focus has updated its 2012 research Passenger priorities during...

Rail passengers’ experiences and priorities during engineering works

Independent watchdog Transport Focus has updated its 2012 research Passenger priorities during...

Motorway Services User Survey – Spring 2017

We have carried out a large-scale survey on the experience of visitors to all 112 of England’s...

Getting to the heart of smart – road user experiences of smart...

‘Smart motorways’ are a key part of Highways England’s plans to deliver extra road capacity...

Caledonian Sleeper: understanding passengers’ expectations and...

Transport Focus has undertaken research on behalf of Caledonian Sleeper to understand the...

East Midlands rail franchise: passengers’ experiences and aspirations

The current East Midlands franchise, operated by Stagecoach, ends in March 2019. As part of the...

The A120 between Braintree and Marks Tey – road users’ experiences and...

Transport Focus has worked with Essex County Council, Suffolk County Council and Highways England...

Northern industrial action – Transport User Panel survey

The survey was undertaken in order to get a sense of how passengers feel about the industrial...

Merseyrail industrial action – Transport User Panel survey

The survey was undertaken in order to get a sense of how passengers feel about the industrial...

National Rail Passenger Survey – NRPS – Spring 2017 – Main Report

We survey more than 60,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...

National Rail Passenger Survey (NRPS) – analysis of peak and off-peak...

This report contains an analysis of the National Rail Passenger Survey Spring 2017 data looking at...

National Rail Passenger Survey (NRPS) at a glance guides by train company...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey results...

National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download at-a-glance guide to the National Rail Passenger Satisfaction survey for...

National Rail Passenger Survey – NRPS – Spring 2017 – Full Report

The Full Report was formerly called the Summary Report.

National Road Users’ Satisfaction Survey 2016-2017

The National Road Users’ Satisfaction Survey (NRUSS) measures users’ satisfaction with the...

Caledonian Sleeper passenger satisfaction

This is the second customer satisfaction survey carried out by Transport Focus for Caledonian...

The future of the Wales and Borders rail service: what passengers want

As part of the consultation process for the next Wales and Borders rail service Transport Focus...

Road users’ priorities for the Road Investment Strategy, 2020-25

The priorities of those who use England’s motorways and major ‘A’ roads – the Strategic...

Tram Passenger Survey

The fourth annual Tram Passenger Survey asked passengers for their views about the last journey...

Transport User Panel survey: awareness of Southern Season Ticket...

This Transport User Panel survey was to assess how aware Southern passengers were of the...

Measuring performance of England’s strategic roads: what users want

This research, commissioned jointly by Transport Focus and the Office of Rail and Road, provides...

Bus Passenger Survey 2016 summary report

Transport Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...

Bus Passenger Survey – full report – Autumn 2016

Transport Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...

Merseyrail Wirral loop line survey

Building on our experience researching passengers’ awareness and experience of major...

Tyne and Wear Metro: what passengers want from new trains

Nexus are planning to invest in new trains on the Tyne and Wear Metro. They therefore asked...

National Rail Passenger Survey – NRPS – Autumn 2016 – Main Report

We survey more than 60,000 passengers a year to produce the National Rail Passenger Survey...

Driver attitudes and behaviours literature review

In 2015 Transport Focus identified priorities for improvement to the motorways and major ‘A’...

Cyclists, pedestrians and equestrians: a summary of priorities for...

While cyclists, pedestrians and equestrians’ use of the Strategic Road Network (SRN) is confined...

Southern Rail industrial action – Transport User Panel survey

Following months of strikes on Southern Rail we wanted to understand how passengers feel about the...

A safe place to park – what lorry drivers want during disruption to...

In November 2015 the Government announced a £250m fund for a permanent solution to the problem of...

Reviewing the standard of Highways England’s responses to road user...

Transport Focus was invited by Highways England to review the standard of the company’s responses...

Northern: rail passengers’ views of customer service

Northern asked us to help them explore the experiences and views of their rail passengers of their...

National Rail Passenger Survey – Southern peak-time journeys...

In September, Secretary of State for Transport Chris Grayling MP asked Chris Gibb to head up a...

Road to the future

Transport Focus aims to be useful to the organisations that provide services for transport users....

Franchising: what passengers want

This report sets out research evidence and our policy positions on a range of topics relevant to...

Rail delays and compensation – what passengers want

The number of passengers claiming the compensation they are owed has almost trebled – but is...

Incidents and roadworks – A road user perspective

This report from Transport Focus explores road user experiences of planned roadworks and unplanned...

Ferry passenger survey

Transport Focus is building an even bigger picture of transport user satisfaction by speaking to...

Smart ticketing in the north: what do passengers think?

We asked people about their current perceptions of travel within the region, and their needs and...

Paying for public transport with contactless – what do passengers think?

Building on the work we did in 2014 around using contactless cards for rail travel, we asked how...

Smart ticketing in Brighton: what do passengers think?

The key smartcard has been available on Go-Ahead’s buses in Brighton for several years now, but...

Maps and apps

Take a break – Road users’ views about roadside facilities

For road users making longer journeys, stopping at services is an integral part of the journey...

NRPS Spring 2016 – at a glance guides

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey results...

National Rail Passenger Survey – Spring 2016 – Train Operating...

Tables and graphs showing results for train operating company (TOC), trend charts for all factors,...

National Rail Passenger Survey – NRPS – Spring 2016 – Main Report

Spring 2016 results of the National Rail Passenger Survey. Click here for an infographic of the top...

National Rail Passenger Survey User Guidance Report – Autumn 2015

This document provides guidance on how to use NRPS data and outlines the types of analysis...

How rail passengers really feel

Independent watchdog Transport Focus strives to give all transport users as powerful a voice as...

Tram Passenger Survey

Now in its third year, the annual Tram Passenger Survey asks passengers for their views about their...

Measuring passenger experience – emotional tracking ‘in the...

As the independent watchdog, Transport Focus has represented passenger views using satisfaction...

Bus Passenger Survey – full report – Autumn 2015

Transport Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...

Bus passengers have their say – priorities for improvement simulator

We have produced a simulator that allows you to choose different priorities for groups of...

Bus passengers have their say: Trust, what to improve and using buses more

Do passengers trust the bus? How do you turn a bus passenger into a valued customer and get more...

Bus passengers have their say – quantitative report

The quantitative study (conducted by Populus) asked 4500 passengers to rate their levels of trust...

Bus passengers have their say – qualitative report

This research looks at passengers’ trust in bus companies, their priorities for improvement, and...

West Coast trains – what passengers want (agency reports)

When new franchise deals are let we want to see passenger views at the heart of decisions about...

West Coast trains – what passengers want

When new franchise deals are let we want to see passenger views at the heart of decisions about...

Passenger attitudes towards rail staff

Like many other industries the railway is constantly being challenged to look at how it can be more...

What next for Passengers’ Charters? Agency report

This research looks at whether Passengers’ Charters are effective at communicating passenger...

What next for Passengers’ Charters?

This research looks at whether Passengers’ Charters are effective at communicating passenger...

National Rail Passenger Survey (NRPS) – Autumn 2015 –...

These charts show passenger satisfaction with punctuality. They compare passenger satisfaction...

National Rail Passenger Survey – NRPS – Autumn 2015 –...

National Rail Passenger Survey – Autumn 2015 – Train Operating...

Tables and graphs showing results for train operating company (TOC), trend charts for all factors,...

National Rail Passenger Survey – NRPS – Autumn 2015 –...

National Rail Passenger Survey – NRPS – Autumn 2015 –...

The Full Report was formerly called the Summary Report.

National Rail Passenger Survey – NRPS – Autumn 2015 –...

NRPS reports for all Passenger Transport Executives (PTEs). Please note, the download is a ZIP file...

National Rail Passenger Survey – NRPS – Autumn 2015 –...

The Stakeholder Report was formerly called the Consultees' Report.

National Rail Passenger Survey – NRPS – Autumn 2015 –...

National Rail Passenger Survey (NRPS) at a glance – Great Britain...

National Rail Passenger Survey (NRPS) at a glance guides by train company...

National Rail Passenger Survey – NRPS – Autumn 2015 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...

New types of tickets with smart ticketing – what do passengers think...

Using smartcards on rail in the south east of England: what do passengers...

This research explored what passengers need and want when it comes to smartcards. It found out...

Smartcards on c2c: what do passengers think? – full slide pack

The train company c2c introduced smart ticketing in 2014 and this research reveals the views and...

New types of tickets with smart ticketing: what do passengers think about...

This research looked specifically at the carnet concept of offering a discount when passengers buy...

New types of tickets with smart ticketing: what do passengers think about...

This research looked specifically at the carnet concept of offering a discount when passengers buy...

Smartcards on c2c: what do passengers think?

The train company c2c introduced smart ticketing in 2014 and this research reveals the views and...

Using smartcards on rail in the south east of England: what do passengers...

This research explored what passengers need and want when it comes to smartcards. It found out more...

Developing a new road user survey

One of Transport Focus’s key responsibilities on behalf of road users is to develop a new road...

Independent analytical review for a road user satisfaction survey

This report is the key output from the study commissioned by Transport Focus to advise on the...

South Western franchise: passengers’ experiences and hopes for future...

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

South Western franchise: passengers’ experiences and hopes agency reports

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

Road users’ priorities for improvement: heavy goods vehicle drivers

This research asked HGV (heavy goods vehicle) drivers to rank their priorities for improvement to...

Planned rail engineering work – the passenger perspective

When planned engineering works impact passengers' journeys they want clear, timely information...

Planned rail engineering work – Reading

When planned engineering works impact passengers journeys they want clear, timely information about...

Planned rail engineering work – all Bath reports

When planned engineering works impact passengers journeys they want clear, timely information about...

Inverness station passenger experience – slide presentation

Inverness station passenger experience – full report

Transport Focus and HITRANS wanted to understand the experience of passengers using Inverness...

Bus Passenger Survey (BPS) – Centro area results in spring 2015

This is a report about the journey experiences of bus passengers in the Centro (West Midlands PTE)...

Train punctuality: the passenger perspective

Transport Focus is pleased to have worked with Office of Rail and Road, to produce this research...

Train punctuality: the passenger perspective – full report

Social media monitoring – pilot research report

Transport Focus is interested in using social media as a new way of understanding passengers’...

Rail passengers’ experiences and expectations of the East Anglia...

Transport Focus (previously known as Passenger Focus) has carried out research to understand...

Online information for road users during Operation Stack

Operation Stack is implemented by Kent Police and other agencies to park (or ‘stack’) lorries...

NRPS technical guide – Spring 2015

NRPS user guidance report – Spring 2015

London Midland rail franchise passenger research

This report outlines passengers’ current experiences of the London Midland franchise. This...

East Anglia rail franchise consultation – Passenger Focus response

Passenger Focus welcomes the opportunity to provide a rail passengers’ perspective as the...

Reacting to extreme weather on the railways

Whenever extreme weather affects train services, questions are asked about whether Britain’s...

Road users’ priorities for improvement: car and van drivers and...

Transport Focus, the independent transport user watchdog, asked nearly 5000 car and van drivers and...

Bus driver training – What works? What next?

Recognising the central role of the driver, and the huge impact they have on the passengers’...

National Rail Passenger Survey – NRPS – Spring 2015 –...

NRPS – Spring 2015 – Multivariate Analysis Report

National Rail Passenger Survey (NRPS) – Spring 2015 –...

National Rail Passenger Survey – NRPS – Spring 2015 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...

National Rail Passenger Survey – NRPS – Spring 2015 –...

The questionnaire used for the Spring 2015 Transport Focus survey of rail passengers that was...

National Rail Passenger Survey – NRPS – Spring 2015 –...

NRPS reports for all Passenger Transport Executives (PTEs). Please note, the download is a ZIP file...

National Rail Passenger Survey (NRPS) at a glance guides by train company...

Please note, the download is a ZIP file archive of all the at a glance guides for the following...

National Rail Passenger Survey – NRPS – Spring 2015 –...

The Full Report was formerly called the Summary Report.

National Rail Passenger Survey – NRPS – Spring 2015 –...

This report covers the NRPS Autumn 2010 through to Spring 2015. Best in class for previous waves...

National Rail Passenger Survey – Spring 2015 – Train Operating...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...

National Rail Passenger Survey (NRPS) at a glance – Great Britain...

National Rail Passenger Survey – NRPS – Spring 2015 –...

The Stakeholder Report was formerly called the Consultees' Report.

National Rail Passenger Survey – NRPS – Spring 2015 –...

Summary results showing satisfaction for all building blocks for all main NRPS factors.

High Speed Two: putting the passenger at the heart of design

If you were going to create a train service from scratch, what would passengers want the railway to...

Communicating suicides on the railway

Transport Focus has undertaken research looking at communications with passengers in the event of a...

Bus Passenger Survey methodological overview – Autumn 2014...

Transport Focus established the Bus Passenger Survey (BPS) to generate a robust and comprehensive...

Glasgow Queen Street Station Redevelopment research slide presentation

The aim of this research is to gain an understanding of passenger experiences at Glasgow Queen...

Tram Passenger Survey – Autumn 2014 – key findings

Road user needs and experiences – full report

This is Transport Focus’s first piece of road user research, looking at the needs and...

High Speed Two (HS2) Passenger Panel Insights

Post-travel – 10 – HS2 Passenger Panel Insights

The platform – 5 – HS2 Passenger Panel Insights

Arrival and interchange – 8 – HS2 Passenger Panel Insights

To the station – 3 – HS2 Passenger Panel Insights

The train and my seat – 6 – HS2 Passenger Panel Insights

At the station – 4- HS2 Passenger Panel Insights

The ticket – 2 – HS2 Passenger Panel Insights

Awareness and journey planning – 1 – HS2 Passenger Panel...

On board – 7 – HS2 Passenger Panel Insights

Door to door – 11 – HS2 Passenger Panel Insights

Onward travel – 9 – HS2 Passenger Panel Insights

Road user needs and experiences – summary report

This is Transport Focus’s first piece of road user research, looking at the needs and experiences...

Autumn 2014 Tram Passenger Survey (TPS) – individual network reports

Passenger Focus carried out a Tram Passenger Survey (TPS) on six tram networks in autumn...

Autumn 2014 Tram Passenger Survey (TPS) – technical report

What passengers want from Customer Reports

The Government now requires new franchisees to produce a ‘Customer Report’ at the beginning of...

c2c Customer Report and research presentation

Govia Thameslink Railway Customer Report and research presentation

Abellio Greater Anglia Customer Report and research presentation

Tram Passenger Survey – Autumn 2014 – full report

This Tram Passenger Survey (TPS) is the second one carried out by Passenger Focus. It enables...

Research among East Midlands Trains passengers

The current East Midlands franchise – operated by Stagecoach-subsidiary East Midlands Trains...

PLUSBUS user research report

Passenger Focus carried out this research to better understand existing and potential PLUSBUS...

Smart ticketing in Norfolk: what do passengers think? – summary...

Passenger Focus carried out this research to better understand the Norfolk smart ticketing pilot on...

Bus Passenger Survey – full report – Autumn 2014

Passenger Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...

Buying Advance tickets on the day of travel: what do passengers think?

Passenger Focus would like to see public transport as easy to use as possible, and for passengers...

Buying Advance tickets on the day of travel: what do passengers think?...

National Rail Passenger Survey – NRPS – Autumn 2014 –...

Rail passengers and apps: what next? – Summary report

This research explored how rail apps could be developed in the future. Its objectives were to:...

Rail passengers and apps: what next? – full slide pack

This research explored how rail apps could be developed in the future. Its objectives were to:...

Ticket to Ride – an update

Passenger Focus has always taken the view that everyone should buy a ticket when travelling on the...

National Rail Passenger Survey – NRPS – Autumn 2014 –...

National Rail Passenger Survey – Autumn 2014 – 24 hour...

This document lists the people given pre-release access 24 hours in advance of publication in order...

National Rail Passenger Survey – NRPS – Autumn 2014 –...

NRPS reports for all Passenger Transport Executives (PTEs). Please note, the download is a ZIP file...

National Rail Passenger Survey – NRPS – Autumn 2014 –...

The Full Report was formerly called the Summary Report.

National Rail Passenger Survey – NRPS – Autumn 2014 –...

Summary results showing satisfaction for all building blocks for all main NRPS factors.

National Rail Passenger Survey – NRPS – Autumn 2014 –...

This report covers the NRPS Spring 2010 through to Autumn 2014. Best in class for previous waves...

National Rail Passenger Survey – NRPS – Autumn 2014 –...

The Stakeholder Report was formerly called the Consultees' Report.

National Rail Passenger Survey – Autumn 2014 – Train Operating...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...

National Rail Passenger Survey – Autumn 2014 – Train Operating...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...

National Rail Passenger Survey – NRPS – Autumn 2014 –...

National Rail Passenger Survey (NRPS) at a glance – Great Britain...

National Rail Passenger Survey (NRPS) at a glance guides by train company...

Please note, the download is a ZIP file archive of all the at a glance guides for the following...

Train operating company performance and passenger satisfaction –...

There are three charts for each train company: actual punctuality of services alongside...

National Rail Passenger Survey – NRPS – Autumn 2014 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...

Smart ticketing – contactless payment for rail – summary report

Contactless payment is increasingly being used to pay for low-value items and a replacement for...

Smart ticketing – contactless payment for rail research – full...

Contactless payment is increasingly being used to pay for low-value items and a replacement for...

What’s the hold-up? Exploring bus service punctuality

We regularly ask passengers if their buses turn up on time. We know from our Bus Passenger Survey...

What’s the holdup – sample action plan

We regularly ask passengers if their buses turn up on time. We know from our Bus Passenger Survey...

Passenger information screens at railway stations

This report looks at passengers’ experiences of current passenger information systems at...

Go-Ahead Bus Passenger Survey – individual company results –...

Go-Ahead is one of England’s largest bus operators and Passenger Focus worked with them to find...

Go-Ahead individual company results 2014 (Oxford Bus, Oxford Park and...

Go-Ahead individual company results 2014 (Anglian, Bluestar, Brighton and...

Rail passengers’ priorities simulator

We have produced a simulator that you can use to run priorities for different groups of passengers....

Rail passengers’ priorities for improvements – October 2014

Twice each year Passenger Focus publishes the National Rail Passenger Survey (NRPS) to measure...

Passenger information when trains are disrupted

Passengers remain concerned about the way the rail industry handles unexpected disruption to their...

Bus Passenger Survey (BPS) – Centro area result in spring 2014

This is a report about the journey experiences of bus passengers in the Centro (West Midlands PTE)...

Passengers’ relationship with the rail industry

In many walks of life there can be a gap between someone’s general perception of an issue and...

Passenger confidence – qualitative research – August 2014

Rail Passenger Trust Survey – quantitative research – August...

Great Western franchise consultation – Passenger Focus response

Passenger Focus was given the opportunity to provide a rail passengers’ perspective as the...

Improvement works at stations – a before and after comparison of...

Working with Network Rail, Passenger Focus compared results from four waves of the National Rail...

National Rail Passenger Survey Methodology

Since 1999 the National Rail Passenger Survey (NRPS) has measured customer satisfaction...

National Rail Passenger Survey (NRPS) Spring 2014 – User Guidance...

National Rail Passenger Survey (NRPS) Spring 2014 – Detailed...

National Rail Passenger Survey – NRPS – Autumn 2013 –...

National Rail Passenger Survey – NRPS – Spring 2014 –...

National Rail Passenger Survey – NRPS – Autumn 2013 –...

National Rail Passenger Survey – NRPS – Spring 2014 –...

National Rail Passenger Survey – NRPS – Spring 2014 –...

The Stakeholder Report was formerly called the Consultees' Report.

National Rail Passenger Survey – NRPS – Spring 2014 –...

* * * Published 25 June 2014 * * * NRPS reports for all Passenger Transport Executives (PTEs)....

National Rail Passenger Survey – NRPS – Spring 2014 –...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...

National Rail Passenger Survey – NRPS – Spring 2014 –...

This report covers the NRPS Autumn 2009 through to Spring 2014. Best in class for previous waves...

National Rail Passenger Survey – NRPS – Spring 2014 –...

National Rail Passenger Survey – NRPS – Spring 2014 –...

National Rail Passenger Survey – NRPS – Spring 2014 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...

National Rail Passenger Survey (NRPS) at a glance – train operating...

Please note, the download is a ZIP file archive of all the at a glance guides for the following...

National Rail Passenger Survey (NRPS) at a glance – Great Britain...

Transport integration in Scotland

Passenger Focus maintains that travel by public transport should be as easy as possible for...

Edinburgh Waverley Station Improvements Research report

NRPS and BPS accessibility analysis 2013.

Future Merseyrail rolling stock – what passengers want

Passenger Focus considers it vital for passengers to be involved in the design of new trains at the...

Autumn 2013 Tram Passenger Survey (TPS) – technical report

Autumn 2013 Tram Passenger Survey (TPS) – individual network reports

Passenger Focus carried out a Tram Passenger Survey (TPS) on five tram networks in autumn 2013...

Tram Passenger Survey (TPS) – Autumn 2013 Report

The Tram Passenger Survey (TPS) is the first carried out by Passenger Focus. It enables everyone...

The passenger experience – summary report

Passenger Focus and the Office of Rail Regulation (ORR) wanted to understand the experience of...

Bus Passenger Survey Methodological overview – Autumn 2013...

Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust...

Bus Passenger Survey – full report – Autumn 2013

Passenger Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...

Passenger Assist journeys 2013

To research the effectiveness of the Passenger Assist service, which provides assistance to...

Passenger Assist summary report

It is important that passengers with disabilities can travel freely on the rail network. Passenger...

Passenger Assist research presentation slides

It is important that passengers with disabilities can travel freely on the rail network. Passenger...

National Rail Passenger Survey – NRPS – Autumn 2013- Train...

This report covers the NRPS Spring 2009 through to Autumn 2013. Best in class for previous waves...

National Rail Passenger Survey – NRPS – Autumn 2013 –...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...

National Rail Passenger Survey – NRPS – Autumn 2013 –...

National Rail Passenger Survey – NRPS – Autumn 2013 –...

The Stakeholder Report was formerly called the Consultees' Report.

National Rail Passenger Survey – NRPS – Autumn 2013 –...

National Rail Passenger Survey – NRPS – Autumn 2013 –...

NRPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...

National Rail Passenger Survey – NRPS – Autumn 2013 –...

National Rail Passenger Survey (NRPS) at a glance by train company –...

National Rail Passenger Survey (NRPS) at a glance – Great Britain...

National Rail Passenger Survey – NRPS – Autumn 2013 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...

Go-Ahead Bus Passenger Survey – overall group results – 2013

Go-Ahead is one of England’s largest bus operators and Passenger Focus worked with them to find...

Go-Ahead Bus Passenger Survey – individual company results –...

Go-Ahead is one of England’s largest bus operators and Passenger Focus worked with them to find...

Bus punctuality and timetables – Summary report

Part of Passenger Focus’ work is to represent the needs and views of bus passengers in England,...

How late is late – What bus passengers think about punctuality and...

Our research shows that getting the buses to turn up on time is the key to improving bus...

Smart ticketing – mobile applications

The DfT, via Passenger Focus, is currently undertaking a wide programme of research around smart...

Giving passengers a voice in bus services

We know from previous Passenger Focus research that bus passengers want a bus service that is...

Bus passenger views on value for money

The cost of fares and the ease of buying tickets are key parts of the bus passenger...

Smart ticketing – Oxford SmartZone

This report, the second in a wide-ranging research programme on smart ticketing, considers the...

National Passenger Survey Spring 2013 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...

National Passenger Survey Spring 2013 – NPS – Train Operating...

This report covers the NPS wave 19 (Autumn 2008) through to wave 28 (Spring 2013). Best in class...

National Passenger Survey Spring 2013 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...

National Passenger Survey – NPS – Spring 2013 –...

The Stakeholder Report was formerly called the Consultees Report.

National Passenger Survey – NPS – Spring 2013 –...

National Passenger Survey – Spring 2013 – Network Rail Station...

National Passenger Survey – Spring 2013 – NPS –...

National Passenger Survey – Spring 2013 – NPS – Full...

The Full Report was formerly called the Summary Report.

National Passenger Survey Spring 2013 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.

Understanding rail passengers – the average commuter

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of...

Understanding rail passengers – delays and compensation

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of...

Passenger Focus Bus Passenger Survey Methodological overview –...

Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust...

Smart ticketing – what rail passengers want – July 2013

Passengers are increasingly coming to expect services to be delivered to them in smarter ways as...

Anti-social behaviour on buses

This report on anti-social behaviour has been compiled from our most recent Bus Passenger Survey...

Midland Metro Tram Passenger Survey – 2013

Passenger research has revealed 90 per cent overall passenger satisfaction on Midland Metro trams...

Midland Metro – West Midlands (Centro) Area – pilot Tram Passenger...

Passenger Focus has commissioned a pilot Tram Passenger Survey (TPS) and chose the tram service run...

National Passenger Survey at a glance – Wales – Spring 2013

National Passenger Survey at a glance – Scotland – Spring 2013

National Passenger Survey at a glance – Great Britain wide –...

National Passenger Survey – Spring 2013 – NPS – Main...

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...

Giving passengers a voice in rail services

Major changes are underway to the process for awarding rail passenger franchises. The Government...

Presenting ‘right-time’ performance information to rail passengers

New research will help ensure that passengers get information on train punctuality as they want to...

Understanding rail passengers – festive travel experiences

With the bank holiday just over, Passenger Focus has published a relevant report looking at...

Bus passengers’ experience of delays and disruption – Research...

Our research with bus passengers unsurprisingly shows that punctuality is their top priority for...

Bus Passenger Survey – results for areas and operators in Yorkshire...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...

Bus Passenger Survey – results for areas and operators in the East...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...

Bus Passenger Survey – results for areas and operators in the South...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...

Bus Passenger Survey – results for areas and operators in the East...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...

Bus Passenger Survey – results for areas and operators in the South...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...

Bus Passenger Survey – results for areas and operators in the West...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...

Bus Passenger Survey – results for areas and operators in the North...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...

Bus Passenger Survey – results for areas and operators in the North...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...

Bus Passenger Survey – full report – March 2013

We ask passengers to rate all aspects of their bus journey covering key factors such as planning...

NPS Spring 2010 and Autumn 2009 Sleeper Services Analysis

Comparison of international rail fares and ticketing report for ATOC and...

Passenger Focus and the Association of Train Operating Companies have commissioned some research...

National Station Improvement Programme: Phase Two report

The objective of this research was to understand, by making a before-and-after comparison, whether...

National Passenger Survey – NPS – Autumn 2012 – Detailed...

National Passenger Survey Autumn 2012 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.

National Passenger Survey Autumn 2012 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...

National Passenger Survey – Autumn 2012 – NPS – Summary...

National Passenger Survey Autumn 2012 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...

National Passenger Survey – Autumn 2012 – NPS – Main...

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...

Passenger views of Northern and TransPennine rail franchises

Independent passenger watchdog Passenger Focus has today published its research into what...

TransPennine Express results tables

This is a breakdown of the data, from research conducted by Passenger Focus within the TransPennine...

The Future of Transport Overview

Our exploration of future trends and their potential impact on passenger expectations of travel,...

Research presentation – experiences of disabled bus passengers

Research presentation – experiences of disabled rail passengers

Each year Passenger Focus asks over 50,000 passengers how satisfied they are with the rail services...

Experiences of disabled rail passengers

Each year Passenger Focus asks over 50,000 passengers how satisfied they are with the rail services...

Thameslink franchise – passenger research summary – September...

Ahead of the new Thameslink franchise, due to start in 2013, Passenger Focus commissioned research...

South Eastern franchise – passenger research summary –...

Ahead of the refranchising of South Eastern in 2014, Passenger Focus commissioned research to...

Rail passengers’ experiences and priorities during engineering works

Passenger Focus has carried out new qualitative and quantitative research into passengers’ views...

Go-Ahead Bus Passenger Survey – overall group results – 2012

Go-Ahead is one of England’s largest bus operators and Passenger Focus worked with them to find...

Go-Ahead Bus Passenger Survey – individual company results –...

Go-Ahead is one of England’s largest bus operators and Passenger Focus worked with them to find...

Bus service reductions – the impact on passengers

The Comprehensive Spending Review reduced the budgets available for local councils and as a...

Examining the links between Customer Satisfaction and Performance East...

Evidence from a wide range of research, including that of Passenger Focus, has highlighted that...

Bus Passenger Survey for National Express (NX) routes within Centro...

This works reports on a survey of bus passengers’ experiences on bus routes across all of the...

Great Western franchise – passenger research summary – July...

Ahead of the new Great Western franchise, due to start in 2013, Passenger Focus commissioned a...

Short and Tweet. How passengers want social media during disruption

Passenger Focus has researched rail passengers’ experiences of and needs from social media such...

National Passenger Survey Spring 2012 – User Guidance Report –...

National Passenger Survey Spring 2012 – Detailed Technical Survey...

National Passenger Survey Spring 2012 – NPS – Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...

National Passenger Survey Spring 2012 – NPS –...

Summary national trend charts for all main factors, trend charts by age/journey purpose &...

National Passenger Survey Spring 2012 – Multivariate report

Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and...

National Passenger Survey Spring 2012 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.

National Passenger Survey Spring 2012 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...

National Passenger Survey Spring 2012 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...

National Passenger Survey Spring 2012 – NPS – Questionnaire

National Passenger Survey Spring 2012 – NPS – Station Managers...

National Passenger Survey Spring 2012 – NPS – Summary report

Summary tables for all train operating companies (TOCs) (including comparison with one year...

Southeastern franchise stated preference report – May 2012

Thameslink franchise Excel summary – May 2012

Thameslink franchise stated preference report – May 2012

Southeastern franchise Excel summary – May 2012

Ticket to ride? – summary report – May 2012

It is right and proper that passengers buy a ticket. Passenger Focus has never had a problem with...

Ticket to ride? – full report – May 2012

It is right and proper that passengers buy a ticket. Passenger Focus has never had a problem with...

Passenger Focus assessment of online information provided to rail...

Passenger Focus has examined the quality of online information provided to passengers during and in...

Passenger Focus Bus Passenger Survey Methodological overview –...

Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust...

Bus Passenger Survey – summary – March 2012

National Passenger Survey Autumn 2011 detailed technical survey overview

National Passenger Survey Autumn 2011 – Questionnaire

The National Passenger Survey Autumn 2010 questionnaire.

National Passenger Survey Autumn 2011 – Questionnaire (new questions...

The National Passenger Survey Autumn 2011 questionnaire. New questions have been highlighted within...

National Passenger Survey Autumn 2011 – Questionnaire – Welsh...

Welsh translation of NPS questionnaire

National Passenger Survey Spring 2011 – Questionnaire

The National Passenger Survey Spring 2011 questionnaire.

National Passenger Survey Spring 2011 – Questionnaire – Welsh...

Welsh translation of NPS questionnaire

Great Western research – Bristol commuter routes

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...

Great Western research – passenger stated preference

Great Western stated preference passenger research.

Great Western research – branch lines

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...

Great Western research – ports – CDF (inter-regional)

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...

Great Western research – all five routes

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...

Great Western research – long distance routes

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...

Great Western Franchise excel summary report

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...

National Passenger Survey Autumn 2011 – Grand Central

National Passenger Survey Autumn 2011 – ScotRail

National Passenger Survey Autumn 2011 – National Express East Anglia

National Passenger Survey Autumn 2011 – Southern

National Passenger Survey Autumn 2011- South West Trains

National Passenger Survey Autumn 2011 – Virgin Trains

National Passenger Survey Autumn 2011 – Chiltern Railways

National Passenger Survey Autumn 2011 – First Capital Connect

National Passenger Survey Autumn 2011 – c2c

National Passenger Survey Autumn 2011 – Arriva Trains Wales

National Passenger Survey Autumn 2011- First Hull Trains

National Passenger Survey Autumn 2011 – East Midlands Trains

National Passenger Survey Autumn 2011 – London Midland

National Passenger Survey Autumn 2011 – Southeastern

National Passenger Survey Autumn 2011 – Northern Rail

National Passenger Survey Autumn 2011 – First TransPennine Express

National Passenger Survey Autumn 2011 – First Great Western

National Passenger Survey Autumn 2011 – London Overground

National Passenger Survey Autumn 2011 – Merseyrail

National Passenger Survey Autumn 2011 – Heathrow Connect

National Passenger Survey Autumn 2011 – Strathclyde PTE

National Passenger Survey Autumn 2011 Summary report

National Passenger Survey Autumn 2011 – CrossCountry

National Passenger Survey Autumn 2011 – East Coast

National Passenger Survey Autumn 2011 – Heathrow Express

National Passenger Survey Autumn 2011 – South Yorkshire

National Passenger Survey Autumn 2011 – Merseytravel

National Passenger Survey Autumn 2011 – Multivariate report

National Passenger Survey Autumn 2011 – West Yorkshire PTE

National Passenger Survey Autumn 2011 – Best in Class Report

National Passenger Survey Autumn 2011 – Consultees report

National Passenger Survey Autumn 2011 – Centro

National Passenger Survey Autumn 2011 – GMPTE

National Passenger Survey Autumn 2011 – Nexus

National Passenger Survey Autumn 2011 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...

Future priorities for the West Coast Main Line

If a major new rail line, such as HS2, is built between London and Birmingham this should free up...

National Rail Enquiries research report

Passenger Focus recently undertook research looking at the accuracy of journey information provided...

Improving Euston Station

Passenger Focus, working in partnership with London Midland, London Overground, Network Rail, and...

National Passenger Survey Spring 2011 – South Yorkshire

National Passenger Survey Spring 2011 – West Yorkshire PTE

National Passenger Survey Spring 2011 – Strathclyde PTE

National Passenger Survey Spring 2011 Summary report

National Passenger Survey Spring 2011 – GMPTE

National Passenger Survey Spring 2011 – Nexus

National Passenger Survey Spring 2011 – Centro

National Passenger Survey Spring 2011 – SEWTA

National Passenger Survey Spring 2011 – Merseytravel

National Passenger Survey Spring 2011 – Best in Class Report

National Passenger Survey Spring 2011 – Multivariate report

Designing the future – rolling stock design

Building on previous research and experience Passenger Focus has worked together with Transport...

Designing the future – rolling stock design (text version)

Building on previous research and experience Passenger Focus has worked together with Transport...

December 2010 National Passenger Survey review

National Passenger Survey Spring 2011 – Consultees report

Rural bus services

This research asked passengers for their views on Herefordshire Council’s tendered ‘market...

National Passenger Survey Spring 2011 – London Midland

National Passenger Survey Spring 2011 – East Midlands Trains

National Passenger Survey Spring 2011 – Northern Rail

National Passenger Survey Spring 2011 – Southern

National Passenger Survey Spring 2011 – c2c

National Passenger Survey Spring 2011 – First Great Western

National Passenger Survey Spring 2011 – ScotRail

National Passenger Survey Spring 2011 – London Overground

National Passenger Survey Spring 2011 – East Coast

National Passenger Survey Spring 2011 – Arriva Trains Wales

National Passenger Survey Spring 2011 – First Capital Connect

National Passenger Survey Spring 2011- South West Trains

National Passenger Survey Spring 2011 – CrossCountry

National Passenger Survey Spring 2011 – Chiltern Railways

National Passenger Survey Spring 2011 – Heathrow Connect

National Passenger Survey Spring 2011 – Virgin Trains

National Passenger Survey Spring 2011 – National Express East Anglia

National Passenger Survey Spring 2011 – Merseyrail

National Passenger Survey Spring 2011 – Heathrow Express

National Passenger Survey Spring 2011- First Hull Trains

National Passenger Survey Spring 2011 – Southeastern

Information: Rail passengers’ needs during unplanned disruption

The National Passenger Survey shows that almost one quarter of passengers rate the way train...

National Passenger Survey Spring 2011 detailed technical survey overview

West Midlands and Chiltern Route Utilisation Strategy (RUS) Research...

In September 2010, Passenger Focus surveyed over 2700 train passengers travelling within the West...

The challenge of getting to the station – passenger experiences

Both the National Passenger Survey and the last National Travel Survey tell us that most passengers...

Ticket Retailing Website Usability

This report sets out the findings of Passenger Focus’s research into how easy it is for...

National Passenger Survey Spring 2011 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...

Train Operator Compensation Schemes – Report of Findings –...

FirstGroup approached Passenger Focus and London TravelWatch in 2010 to ask if they were interested...

Putting rail information in the public domain

ORR and Passenger Focus support the Government’s policy of making more information available on...

Reading Station engineering works – what passengers want

Passenger numbers at Reading Station are forecast to double by 2030. Therefore over the next six...

InterCity West Coast Passenger Priorities Questionnaire

Between 23 and 31 January 2011 Passenger Focus handed out this questionnaire to passengers making...

InterCity West Coast franchise Excel tables

Between the 23 and 31 January 2011 Passenger Focus spoke to 4503 passengers making rail journeys...

InterCity West Coast Mainline Franchise Stated preference

Between the 23 and 31 January 2011 Passenger Focus spoke to 4503 passengers making rail journeys...

Rail passengers’ experiences during the snow

Many of the problems identified in ‘Delays and disruption: rail passengers have their say’ were...

Criminal and anti-social behaviour on buses – summary report –...

National Passenger Survey Autumn 2010 – Strathclyde PTE

National Passenger Survey Autumn 2010 – SEWTA

National Passenger Survey Autumn 2010 – South Yorkshire

National Passenger Survey Autumn 2010 – West Yorkshire PTE

National Passenger Survey Autumn 2010 – Centro

National Passenger Survey Autumn 2010 – Nexus

National Passenger Survey Autumn 2010 – GMPTE

National Passenger Survey Autumn 2010 – Merseytravel

National Passenger Survey Autumn 2010 Summary report

National Passenger Survey Autumn 2010 detailed technical survey overview

The passenger experience of unstaffed stations

Stations are the gateways to the rail network and an essential element of passengers’ overall...

Profiad teithwyr mewn gorsafoedd heb staff

Gorsafoedd yw'r pyrth i'r rhwydwaith rheilffyrdd ac maent yn elfen hanfodol o brofiad cyffredinol...

Examining the Relationship between customer satisfaction and performance ...

This report is an additional set of analysis conducted following the delivery of two reports that...

Examining the links between train performance measures and customer...

This study investigated the nature of the relationship between train performance and the National...

Relationship between customer satisfaction and performance –...

CDL undertook a study on behalf of Passenger Focus in 2009 to examine the links between train...

Relationship between customer satisfaction and performance –...

This report provides the results of a study examining the links between train performance and NPS...

National Passenger Survey Autumn 2010 – tables by each factor

National Passenger Survey Autumn 2010 – Multivariate report

Drivers of satisfaction and dissatisfaction shown on the following tabs denote which of the 31...

National Passenger Survey Autumn 2010 train company route data

Improving punctuality for passengers

Punctuality is of key importance for rail passengers and the main influence on overall journey...

How passengers spend their time on the train – National Passenger...

How passengers spend their time on the train

National Passenger Survey Autumn 2010 – c2c

National Passenger Survey Autumn 2010 – First TransPennine Express

National Rail Passenger Survey Autumn 2010 questionnaire

National Passenger Survey Autumn 2010 – Chiltern Railways

National Passenger Survey Autumn 2010 – CrossCountry

National Passenger Survey Autumn 2010 – First Hull Trains

National Rail Passenger Survey Autumn 2010 questionnaire (with highlighted...

National Passenger Survey Autumn 2010 – Heathrow Connect

National Passenger Survey Autumn 2010 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...

National Passenger Survey Autumn 2010 – Heathrow Express

National Passenger Survey Autumn 2010 – ScotRail

National Passenger Survey Autumn 2010 – South West Trains

National Passenger Survey Autumn 2010 – National Express East Anglia

National Rail Passenger Survey Autumn 2010 questionnaire (Welsh...

National Passenger Survey Autumn 2010 – Southern

National Passenger Survey Autumn 2010 – Southeastern

National Passenger Survey Autumn 2010 – Northern Rail

National Passenger Survey Autumn 2010 – Consultees report

National Passenger Survey Autumn 2010 – First Capital Connect

National Passenger Survey Autumn 2010 – London Overground

National Passenger Survey Autumn 2010 – Virgin Trains

National Passenger Survey Autumn 2010 – East Coast

National Passenger Survey Autumn 2010 – Merseyrail

National Passenger Survey Autumn 2010 – Arriva Trains Wales

National Passenger Survey Autumn 2010 – Wrexham and Shropshire

National Passenger Survey Autumn 2010 – First Great Western

National Passenger Survey Autumn 2010 – East Midlands Trains

National Passenger Survey Autumn 2010 – Grand Central

National Passenger Survey Autumn 2010 – London Midland

Assisted Passenger Reservation System

In 2008 we published the results of our survey on the efficiency of assistance for disabled...

Passenger needs during Birmingham New Street redevelopment

Birmingham New Street station is used by 25 million1 passengers annually. This is more than twice...

Barriers to bus use in Milton Keynes – summary report –...

Barriers to bus use in Milton Keynes – full report – December...

Quality Guidelines Statement

Delays and disruption – Rail passengers have their say

Our previous research has shown a high level of dissatisfaction with handling of disruption. We...

Review of the checking process at Continental Research – Summer 2008

Audit of NPS – Classification as Official Statistics – Winter 2009-10

Research Review of the NPS – Winter 2005/2006

Audit of the operations of the NPS contract – Autumn 2008

Review of NPS weighting – Early 2008

Luton Station – What passengers want

Working in partnership, Passenger Focus and London TravelWatch have been liaising closely with...

NPS User Guidance Report

Passenger Focus (and before it OPRAF and the Strategic Rail Authority) set up the...

NPS – Detailed technical survey overview

Passenger Focus (and before it OPRAF and the Strategic Rail Authority) set up the National...

Clapham Junction – What passengers want

Working in partnership, Passenger Focus and London TravelWatch have been liaising closely with...

Barking Station – What passengers want full research report

Passenger Focus is the independent passenger watchdog, set up by the government to get the...

Barking Station – What passengers want

Working in partnership, Passenger Focus and London TravelWatch have been liaising closely with...

Luton Station – What passengers want full research report

Passenger Focus is the independent passenger watchdog, set up by the government to get the...

Clapham Junction – What passengers want full research report

Passenger Focus is the independent passenger watchdog, set up by the government to get the...

Bus service changes

Parking at the station

The passenger satisfaction research took place at 15 stations in the East Midlands region and on...

Parking at the station – research appendices

Rail value for money study: Submission from Passenger Focus

Passenger Focus is the independent consumer body representing the interests of rail passengers in...

Passengers’ priorities for improvements in rail services

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

South West passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

North West passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

South East passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

North East passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

East Midlands passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

London passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

Yorkshire and The Humber passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

Passenger priorities Wales 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

Passenger priorities Scotland 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

West Midlands passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

East of England passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...

Ticket Vending Machine Usability – Qualitative Research

The latest results from the National Passenger Survey (NPS), undertaken by Passenger Focus, show...

Still waiting for a ticket? Ticket queuing times at large regional rail...

Train companies are investing heavily in installing ticket machines at stations, many tickets can...

Bus Passenger Survey – November 2009 fieldwork shifts and route list

Bus Passenger Survey – Methodological Overview

This document outlines the methodology used to conduct the Bus Passenger Survey and deliver the...

Bus Passenger Survey – Hampshire County Council area – Blue...

Bus Passenger Survey results for Blue Star in the Hampshire County Council area.

Bus Passenger Survey – Cumbria County Council area –...

Bus Passenger Survey results for Stagecoach in the Cumbria County Council area.

Bus Passenger Survey – West Yorkshire PTE area – July 2010

Bus Passenger Survey results for the West Yorkshire Passenger Transport Executive area.

Bus Passenger Survey – Plymouth City Council area – First...

Bus Passenger Survey results for First in the Plymouth City Council area.

Bus Passenger Survey – Medway (Kent) Council area – July 2010

Bus Passenger Survey results for the Medway (Kent) Council area.

Bus Passenger Survey – GMPTE area – First – July 2010

Bus Passenger Survey results for First in the Greater Manchester Passenger Transport Executive area.

Bus Passenger Survey – South Yorkshire PTE area – Stagecoach...

Bus Passenger Survey results for Stagecoach in the South Yorkshire Passenger Transport Executive...

Bus Passenger Survey – Shropshire Council area – Arriva...

Bus Passenger Survey - Shropshire Council area - Arriva - July 2010

Bus Passenger Survey – Swindon Borough Council area –...

Bus Passenger Survey results for Stagecoach in the Swindon Borough Council area.

Bus Passenger Survey – Hampshire County Council area –...

Bus Passenger Survey results for Stagecoach in the Hampshire County Council area.

Bus Passenger Survey – Brighton and Hove City Council area –...

Bus Passenger Survey results for Brighton and Hove Bus Company in the Brighton and Hove City...

Bus Passenger Survey – Brighton and Hove City Council area –...

Bus Passenger Survey results for Countryliner in the Brighton and Hove City Council area.

Bus Passenger Survey – Merseyside PTE area (Merseytravel) –...

Bus Passenger Survey results for Stagecoach in the Merseyside Passenger Transport Executive area...

Bus Passenger Survey – South Yorkshire PTE area – Sheffield...

Bus Passenger Survey results for Sheffield Community Transport in the South Yorkshire Passenger...

Bus Passenger Survey – Merseyside PTE area (Merseytravel) – ...

Bus Passenger Survey results for Arriva in the Merseyside Passenger Transport Executive area...

Bus Passenger Survey – Stoke on Trent City Council area – July...

Bus Passenger Survey results for Stoke on Trent City Council area.

Bus Passenger Survey – Cambridgeshire County Council area –...

Bus Passenger Survey results for Stagecoach in the Cambridgeshire County Council area.

Bus Passenger Survey – Plymouth City Council area – July 2010

Bus Passenger Survey results for the Plymouth City Council area.

Bus Passenger Survey – Cambridgeshire County Council area –...

Bus Passenger Survey results for the Cambridgeshire County Council area.

Bus Passenger Survey – Hampshire County Council area – First...

Bus Passenger Survey results for First in the Hampshire County Council area.

Bus Passenger Survey – West Yorkshire PTE area – First –...

Bus Passenger Survey results for First in the West Yorkshire Passenger Transport Executive area.

Bus Passenger Survey – Swindon Borough Council area –...

Bus Passenger Survey results for Thamesdown Transport in the Swindon Borough Council area.

Bus Passenger Survey – Cumbria County Council area – July 2010

Bus Passenger Survey results for the Cumbria County Council area.

Bus Passenger Survey – Hampshire County Council area – July...

Bus Passenger Survey results for Hampshire County Council area.

Bus Passenger Survey – GMPTE area – Stagecoach – July...

Bus Passenger Survey results for Stagecoach in the Greater Manchester Passenger Transport Executive...

Bus Passenger Survey – Brighton and Hove City Council area –...

Bus Passenger Survey results for the Brighton and Hove City Council area.

Bus Passenger Survey – Shropshire area – July 2010

Bus Passenger Survey results for Shropshire area.

Bus Passenger Survey – South Yorkshire PTE area – July 2010

Bus Passenger Survey results for the South Yorkshire Passenger Transport Executive area.

Bus Passenger Survey – Stoke on Trent City Council area –...

Bus Passenger Survey results for First in the Stoke on Trent City Council area.

Bus Passenger Survey – GMPTE area – July 2010

Bus Passenger Survey results for the Greater Manchester Passenger Transport Executive area.

Bus Passenger Survey – Medway (Kent) Council area – Arriva...

Bus Passenger Survey results for Arriva in the Medway (Kent) Council area.

Bus Passenger Survey – Cornwall Council area – July 2010

Bus Passenger Survey results for Cornwall Council area.

Bus Passenger Survey – Cornwall Council area – Western...

Bus Passenger Survey results for Western Greyhound in the Cornwall Council area.

Bus Passenger Survey – Swindon Borough Council area – July 2010

Bus Passenger Survey results for the Swindon Borough Council area.

Bus Passenger Survey – full report – July 2010

As part of its drive to improve bus services and make a difference for passengers, the independent...

Bus Passenger Survey – Plymouth City Council area – Plymouth...

Bus Passenger Survey results for Plymouth Citybus in the Plymouth City Council area.

Bus Passenger Survey – Merseyside PTE area (Merseytravel) –...

Bus Passenger Survey results for the Merseyside Passenger Transport Executive area (Merseytravel).

Bus Passenger Survey – West Yorkshire PTE area – Transdev...

Bus Passenger Survey results for Transdev in the West Yorkshire Passenger Transport Executive area.

Bus Passenger Survey – GMPTE area – Arriva – July 2010

Bus Passenger Survey results for Arriva in the Greater Manchester Passenger Transport Executive...

Bus Passenger Survey – Cornwall Council area – First –...

Bus Passenger Survey results for First in the Cornwall Council area.

Bus Passenger Survey – West Yorkshire PTE area – Arriva...

Bus Passenger Survey results for Arriva in the West Yorkshire Passenger Transport Executive area.

Bus Passenger Survey – South Yorkshire PTE area – First...

Bus Passenger Survey results for First in the South Yorkshire Passenger Transport Executive area.

NPS Spring 2010 – TOC report – East Coast

A National Passenger Survey Spring 2010 train operating company report for East Coast.

NPS Spring 2010 – TOC report – Arriva Trains Wales

A National Passenger Survey Spring 2010 train operating company report for Arriva Trains Wales.

National Passenger Survey Spring 2010 – Questionnaire – Welsh...

Welsh translation of the Spring 2010 National Passenger Survey questionnaire.

NPS Spring 2010 – TOC report – London Overground

A National Passenger Survey Spring 2010 train operating company report for London Overground.

NPS Spring 2010 – TOC report – London Midland

A National Passenger Survey Spring 2010 train operating company report for London Midland.

NPS Spring 2010 – TOC report – Merseyrail

A National Passenger Survey Spring 2010 train operating company report for Merseyrail.

National Passenger Survey Spring 2010 – Questionnaire (new questions...

The National Passenger Survey Spring 2010 questionnaire. New questions have been highlighted within...

NPS Spring 2010 – TOC report – Wrexham & Shropshire

A National Passenger Survey Spring 2010 train operating company report for Wrexham & Shropshire.

Passenger satisfaction revealed

Passenger satisfaction revealed

NPS Spring 2010 – TOC report – Virgin Trains

A National Passenger Survey Spring 2010 train operating company report for Virgin Trains.

National Passenger Survey Spring 2010 – Questionnaire

The National Passenger Survey Spring 2010 questionnaire.

NPS Spring 2010 – TOC report – National Express East Anglia

A National Passenger Survey Spring 2010 train operating company report for National Express East...

NPS Spring 2010 – TOC report – South West Trains

A National Passenger Survey Spring 2010 train operating company report for South West Trains.

NPS Spring 2010 – TOC report – Grand Central

A National Passenger Survey Spring 2010 train operating company report for Grand Central.

NPS Spring 2010 – TOC report – Chiltern Railways

A National Passenger Survey Spring 2010 train operating company report for Chiltern Railways.

NPS Spring 2010 – TOC report – c2c

A National Passenger Survey Spring 2010 train operating company report for c2c.

NPS Spring 2010 – TOC report – Northern Rail

A National Passenger Survey Spring 2010 train operating company report for Northern Rail.

NPS Spring 2010 – TOC report – Heathrow Connect

A National Passenger Survey Spring 2010 train operating company report for Heathrow Connect.

NPS Spring 2010 – TOC report – First Great Western

A National Passenger Survey Spring 2010 train operating company report for First Great Western.

NPS Spring 2010 – TOC report – ScotRail

A National Passenger Survey Spring 2010 train operating company report for ScotRail.

National Passenger Survey Spring 2010 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of passengers? satisfaction...

NPS Spring 2010 – TOC report – Southeastern

A National Passenger Survey Spring 2010 train operating company report for Southeastern.

NPS Spring 2010 – TOC report – CrossCountry

A National Passenger Survey Spring 2010 train operating company report for CrossCountry

NPS Spring 2010 – TOC report – East Midlands Trains

A National Passenger Survey Spring 2010 train operating company report for East Midlands Trains.

NPS Spring 2010 – TOC report – First TransPennine Express

A National Passenger Survey Spring 2010 train operating company report for First TransPennine...

NPS Spring 2010 – TOC report – Southern

A National Passenger Survey Spring 2010 train operating company report for Southern.

NPS Spring 2010 – TOC report – First Capital Connect

A National Passenger Survey Spring 2010 train operating company report for First Capital Connect.

NPS Spring 2010 – TOC report – Heathrow Express

A National Passenger Survey Spring 2010 train operating company report for Heathrow Express.

West Coast Main Line passenger research

In November and December 2009, Passenger Focus spoke to 4106 passengers on six key parts of the...

Bus passenger priorities for improvement

Over 3800 bus passengers in England outside London took part in this research. They were asked to...

What passengers want – Towards a ‘right time’ East...

Passengers' overall satisfaction with National Express East Anglia journeys measured by the...

Anti-social behaviour report – Rail passenger views

In March 2009 Passenger Focus published a report entitled ?Passenger perceptions of personal...

NPS Autumn 2009 – TOC report – National Express East Coast

A National Passenger Survey Autumn 2009 train operating company report for National Express East...

National Passenger Survey Autumn 2009 – Questionnaire

The National Passenger Survey Autumn 2009 questionnaire.

NPS Autumn 2009 – TOC report – Southeastern

A National Passenger Survey Autumn 2009 train operating company report for Southeastern.

NPS Autumn 2009 – TOC report – London Overground

A National Passenger Survey Autumn 2009 train operating company report for London Overground.

NPS Autumn 2009 – TOC report – Virgin Trains

A National Passenger Survey Autumn 2009 train operating company report for Virgin Trains.

NPS Autumn 2009 – TOC report – Chiltern Railways

A National Passenger Survey Autumn 2009 train operating company report for Chiltern Railways.

NPS Autumn 2009 – TOC report – Southern

A National Passenger Survey Autumn 2009 train operating company report for Southern.

NPS Autumn 2009 – TOC report – London Midland

A National Passenger Survey Autumn 2009 train operating company report for London Midland.

NPS Autumn 2009 – TOC report – East Midlands Trains

A National Passenger Survey Autumn 2009 train operating company report for East Midlands Trains.

National Passenger Survey Autumn 2009 – Questionnaire (new questions...

The National Passenger Survey Autumn 2009 questionnaire. New questions have been highlighted within...

NPS Autumn 2009 – TOC report – South West Trains

A National Passenger Survey Autumn 2009 train operating company report for South West Trains.

NPS Autumn 2009 – TOC report – Northern Rail

A National Passenger Survey Autumn 2009 train operating company report for Northern Rail.

National Passenger Survey Autumn 2009

The National Passenger Survey (NPS) provides a network-wide picture of customers? satisfaction with...