Skip to main content
Transport Focus
  • GB
InsightPublicationsNewsAdvice and Complaints AboutContact including Press OfficeData Hub
Search
Working in partnership with London TravelWatch

Research reports

Research reports

Rail User Survey – edition 38

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

Caledonian Sleeper guest satisfaction survey

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

West Midlands Railway scorecard

West Midlands Railway’s scorecard highlights how the operator is performing on the journey...
Read more

TransPennine scorecard

TransPennine’s scorecard highlights how the operator is performing on the journey elements that...
Read more

Thameslink scorecard

Thameslink’s scorecard highlights how the operator is performing on the journey elements that...
Read more

Transport for Wales scorecard

Transport for Wales’ scorecard highlights how the operator is performing on the journey elements...
Read more

South Western Railway scorecard

South Western Railway’s scorecard highlights how the operator is performing on the journey...
Read more

ScotRail scorecard

ScotRail’s scorecard highlights how the operator is performing on the journey elements that...
Read more

Merseyrail scorecard

Merseyrail’s scorecard highlights how the operator is performing on the journey elements that...
Read more

London Overground scorecard

London Overground’s scorecard highlights how the operator is performing on the journey elements...
Read more

LNER scorecard

LNER’s scorecard highlights how the operator is performing on the journey elements that matter...
Read more

Greater Anglia scorecard

Greater Anglia’s scorecard highlights how the operator is performing on the journey elements that...
Read more

Great Western Railway scorecard

Great Western Railway’s scorecard highlights how the operator is performing on the journey...
Read more

Great Northern scorecard

Great Northern’s scorecard highlights how the operator is performing on the journey elements that...
Read more

East Midlands Railway scorecard

East Midlands Railway’s scorecard highlights how the operator is performing on the journey...
Read more

Elizabeth Line scorecard

The Elizabeth Line's scorecard highlights how the operator is performing on the journey elements...
Read more

CrossCountry scorecard

CrossCountry’s scorecard highlights how the operator is performing on the journey elements that...
Read more

Chiltern Railway scorecard

Chiltern’s scorecard highlights how the operator is performing on the journey elements that...
Read more

c2c scorecard

c2c’s scorecard highlights how the operator is performing on the journey elements that matter...
Read more

Avanti West Coast scorecard

Avanti’s scorecard highlights how the operator is performing on the journey elements that matter...
Read more

Rail User Survey – edition 37

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

Caledonian Sleeper guest satisfaction survey

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

Rail User Survey – edition 35

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

Rail User Survey – train operator results

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

Avanti West Coast scorecard

Avanti West Coast's scorecard highlights how the operator is performing on the journey elements...
Read more

CrossCountry scorecard

CrossCountry's scorecard highlights how the operator is performing on the journey elements that...
Read more

Elizabeth Line scorecard

The Elizabeth Line's scorecard highlights how the operator is performing on the journey elements...
Read more

East Midlands Railway scorecard

East Midlands Railway's scorecard highlights how the operator is performing on the journey elements...
Read more

Great Northern scorecard

Great Northern's scorecard highlights how the operator is performing on the journey elements that...
Read more

Great Western Railway scorecard

Great Western Railway's scorecard highlights how the operator is performing on the journey elements...
Read more

Greater Anglia scorecard

Greater Anglia's scorecard highlights how the operator is performing on the journey elements that...
Read more

LNER scorecard

LNER's scorecard highlights how the operator is performing on the journey elements that matter most...
Read more

London Northwestern Railway scorecard

London Northwestern Railway's scorecard highlights how the operator is performing on the journey...
Read more

London Overground scorecard

London Overground's scorecard highlights how the operator is performing on the journey elements...
Read more

Merseyrail scorecard

Merseyrail's scorecard highlights how the operator is performing on the journey elements that...
Read more

Northern scorecard

Northern's scorecard highlights how the operator is performing on the journey elements that matter...
Read more

ScotRail scorecard

ScotRail's scorecard highlights how the operator is performing on the journey elements that matter...
Read more

South Western Railway scorecard

South Western Railway's scorecard highlights how the operator is performing on the journey elements...
Read more

Southeastern scorecard

Southeastern's scorecard highlights how the operator is performing on the journey elements that...
Read more

Southern scorecard

Southern's scorecard highlights how the operator is performing on the journey elements that matter...
Read more

Transport for Wales scorecard

Transport for Wales' scorecard highlights how the operator is performing on the journey elements...
Read more

Thameslink scorecard

Thameslink's scorecard highlights how the operator is performing on the journey elements that...
Read more

TransPennine scorecard

TransPennine's scorecard highlights how the operator is performing on the journey elements that...
Read more

West Midlands Railway’s scorecard

West Midlands Railway's scorecard highlights how the operator is performing on the journey elements...
Read more

Making great bus journeys

A great bus journey – what do passengers want and why it is important? Passengers want their...
Read more

Rail User Survey – edition 33

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

The passenger experience resulting from the National Air Traffic Services...

In August 2023 technical issues with the UK air traffic control computer systems operated by...
Read more

Lorry Driver Facilities Survey

Transport Focus’s Lorry Driver Facilities Survey is the first set of results focussing on lorry...
Read more

Caledonian Sleeper guest satisfaction survey

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

Rail User Survey – edition 32

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

Rail User Survey – train operator results

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

Rail User Survey – edition 31

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

Improving the passenger experience when trains become ‘stranded’

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

Caledonian Sleeper guest satisfaction survey

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

Rail User Survey – train operator results

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

Rail User Survey – edition 29

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

Riders, walkers and wheelers in Devon and Cornwall

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

Rail User Survey – edition 26

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

Rail User Survey – train operator results

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

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...
Read more

Rail User Survey – edition 23

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

Caledonian Sleeper guest satisfaction survey

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

Motivations and barriers to train usage

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

Rail User Survey – edition 22

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

What makes for a clean and safe railway?

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

Christmas and New Year travel intentions survey

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

Safety perceptions on smart motorways: the driver view

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

Strategic Roads User Survey regional reports

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

Ticket office consultation: summary of responses

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

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

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

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...
Read more

Rail User Survey – edition 21

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

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...
Read more

Rail delays and compensation 2023

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

Rail User Survey – edition 20

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

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

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

Rail User Survey – edition 19

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

Motorway Services User Survey 2023

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

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...
Read more

Rail User Survey – train operator results

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

Bus User Survey – edition 18

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

Rail User Survey – edition 18

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

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...
Read more

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...
Read more

Rail User Survey – edition 17

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

Bus User Survey – edition 17

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

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...
Read more

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...
Read more

Bus User Survey – edition 16

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

Rail User Survey – edition 16

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

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...
Read more

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...
Read more

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...
Read more

Strategic Roads User Survey regional reports

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

Motivations and barriers to bus usage

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

Rail user survey – edition 15

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

Bus User Survey – edition 15

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

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...
Read more

Rail user survey – edition 14

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

Bus User Survey – edition 14

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

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

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

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...
Read more

Caledonian Sleeper guest satisfaction survey

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

Potential rail industry initiatives – passenger satisfaction analysis

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

Transport for Wales performance letter

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

Coronation and Eurovision travel

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

Rail user survey – edition 13

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

Awareness and effect of £2 bus fare: March 2023

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

Rail User Survey – train operator results

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

Rail user survey – edition 12

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

Bus User Survey – edition 12

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

Smarter Information, Smarter Journeys – improving passenger...

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

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...
Read more

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...
Read more

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,...
Read more

Transforming rail travel – what do passengers want?

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

TransPennine Express passenger experience survey

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

Avanti West Coast passenger experience survey

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

Improving the passenger experience when rail services are disrupted

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

Rail user survey – edition 11

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

Bus User Survey – edition 11

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

Awareness and effect of £2 bus fare

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

Rail strikes: impact on passengers

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

Bus passenger satisfaction – key driver analysis

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

Rail passenger satisfaction – key driver analysis

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

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,...
Read more

Rail user survey – edition 10

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

Bus User Survey – edition 10

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

Caledonian Sleeper guest satisfaction survey

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

Turbostar trains interiors: what passengers want

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

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,...
Read more

Christmas and New Year travel intentions survey

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

Rail User Survey – train operator results

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

Bus User Survey – edition 9

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

Rail user survey – edition 9

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

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...
Read more

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...
Read more

Avanti and TransPennine Express disruption – passenger experiences

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

Rail User Survey – edition 8

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

Bus User Survey – edition 8

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

Changing trains versus direct trains

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

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...
Read more

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...
Read more

Sort My Sign progress report

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

Bus User Survey – edition 7

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

Rail User Survey – edition 7

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

Caledonian Sleeper guest satisfaction survey

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

Motorway Services User Survey 2022

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

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...
Read more

Putting users at the heart of Road Investment Strategy 3

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

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...
Read more

1 October strike: passenger experience and information survey

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

Rail User Survey – train operator results

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

1 October rail strikes – passengers’ intent to travel

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

Avanti reduced timetable – passenger experiences

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

Bus User Survey – edition 6

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

Rail User Survey – edition 6

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

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...
Read more

National rail strikes – the passenger experience August update

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

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...
Read more

Bus User Survey – edition 5

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

Rail User Survey – edition 5

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

Rail strike feedback

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

National Rail strikes July 2022 – the passenger experience

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

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...
Read more

Caledonian Sleeper guest satisfaction survey

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

Extreme heat, July 2022: the passenger experience

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

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...
Read more

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...
Read more

27 July rail strikes: passenger experience and information survey

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

Rail User Survey – edition 4

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

Bus User Survey – edition 4

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

Electric vehicle charging: the user experience

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

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...
Read more

Rail Satisfaction Survey

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

Strategic Roads User Survey – 2021/22 summary report

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

National Rail strikes June 2022 – the passenger experience

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

Rail User Survey – train operator results

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

Rail User Survey – edition 3

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

Bus User Survey – edition 3

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

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...
Read more

Rail strikes: passenger experience and information survey

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

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...
Read more

Stakeholder review 2022

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

Rail User Survey – edition 2

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

Bus User Survey – edition 2

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

Logistics and Coach Survey: Strategic Roads 2021-22

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

Rail User Survey – edition 1

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

Bus User Survey – edition 1

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

Caledonian Sleeper guest satisfaction survey

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

Rail User Weekly Survey – journey day and time analysis

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

Bus User Weekly Survey – journey day and time analysis

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

Rail User Weekly Survey – train operator results

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

Bus User​ Weekly Survey – week 27

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

Rail User​ Weekly Survey – week 27

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

Bus User Weekly Survey – trend analysis

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

Rail User​ Weekly Survey – week 26

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

Bus User​ Weekly Survey – week 26

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

Bus User​ Weekly Survey – week 24

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

Rail User​ Weekly Survey – week 24

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

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

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

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...
Read more

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...
Read more

Bus User​ Weekly Survey – week 23

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

Rail User​ Weekly Survey – week 23

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

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...
Read more

Rail User​ Weekly Survey – week 22

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

Bus User​ Weekly Survey – week 22

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

Experiences of women and girls on transport

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

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...
Read more

Rail User​ Weekly Survey – week 22

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

Bus User​ Weekly Survey – week 22

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

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...
Read more

Bus User​ Weekly Survey – week 21

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

Rail User​ Weekly Survey – week 21

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

Transforming rail travel – what do passengers want?

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

Strategic Roads User Survey – April to September 2021 findings

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

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...
Read more

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...
Read more

Rail User​ Weekly Survey – week 20

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

Bus User​ Weekly Survey – week 20

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

Rail User​ Weekly Survey – trend analysis report

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

Bus User​ Weekly Survey – trend analysis report

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

Rail User​ Weekly Survey – week 19

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

Bus User​ Weekly Survey – week 19

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

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...
Read more

Rail User Weekly Survey – train operator results

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

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...
Read more

Rail User​ Weekly Survey – week 18

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

Bus User​ Weekly Survey – week 18

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

Rail User​ Weekly Survey – week 17

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

Bus User​ Weekly Survey – week 17

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

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...
Read more

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...
Read more

Rail User​ Weekly Survey – week 16

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

Bus User​ Weekly Survey – week 16

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

Caledonian Sleeper guest satisfaction survey

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

Travel to work survey

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

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...
Read more

Rail User​ Weekly Survey – week 15

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

Bus User​ Weekly Survey – week 15

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

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...
Read more

Bus User​ Weekly Survey – week 14

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

Christmas travel 2021 (week 3)

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

Rail User​ Weekly Survey – week 14

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

Planning journeys

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

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...
Read more

What drives bus passenger satisfaction?

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

Rail User​ Weekly Survey – week 13

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

What drives rail passenger satisfaction?

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

Bus User​ Weekly Survey – week 13

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

Christmas travel 2021 (week 2)

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

HS2 – What passengers want from train interiors

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

Christmas travel 2021

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

Rail User​ Weekly Survey – week 12

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

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...
Read more

Bus User​ Weekly Survey – week 12

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

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

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

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...
Read more

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...
Read more

Rail User​ Weekly Survey – week 11

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

Bus User​ Weekly Survey – week 11

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

Rail User​ Weekly Survey – week 10

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

Bus User​ Weekly Survey – week 10

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

Announcements on trains – the passenger view

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

Rail User​ Weekly Survey – week 9

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

Bus User​ Weekly Survey – week 9

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

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...
Read more

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

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

Rail User​ Weekly Survey – week 8

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

Bus User​ Weekly Survey – week 8

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

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...
Read more

Rail User​ Weekly Survey – week 7

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

Bus User​ Weekly Survey – week 7

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

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...
Read more

Flexi season ticket survey

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

Rail User​ Weekly Survey – week 6

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

Bus User​ Weekly Survey – week 6

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

Rail User​ Weekly Survey – week 5

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

Bus User​ Weekly Survey – week 5

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

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...
Read more

Rail User​ Weekly Survey

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

Bus User​ Weekly Survey

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

Caledonian Sleeper guest satisfaction survey

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

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...
Read more

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...
Read more

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...
Read more

Future rail commuting survey

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

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...
Read more

Beyond social distancing: building confidence in public transport

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

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...
Read more

Week 61: Journey satisfaction during Covid-19

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

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...
Read more

Week 60: Journey satisfaction during Covid-19

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

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...
Read more

Week 59: Journey satisfaction during Covid-19

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

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...
Read more

Week 58: Journey satisfaction during Covid-19

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

Reservation-only services on LNER

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

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...
Read more

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...
Read more

Sort My Sign interim report

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

Caledonian Sleeper guest satisfaction survey

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

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...
Read more

Week 57: Journey satisfaction during Covid-19

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

The journey towards sustainable travel

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

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...
Read more

Week 56: Journey satisfaction during Covid-19

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

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...
Read more

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,...
Read more

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...
Read more

Week 55: Journey satisfaction during Covid-19

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

A more accessible road network?

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

Passenger information at railway stations

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

Week 54: Journey satisfaction during Covid-19

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

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...
Read more

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...
Read more

Week 53: Journey satisfaction during Covid-19

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

Accessible transport: unlocking a better normal

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

What influences road user satisfaction?

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

‘Deep dive’ analysis of road user satisfaction

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

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...
Read more

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...
Read more

Week 52: Journey satisfaction during Covid-19

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

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...
Read more

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...
Read more

Week 51: Journey satisfaction during Covid-19

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

Week 50: Journey satisfaction during Covid-19

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

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...
Read more

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...
Read more

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...
Read more

Week 49: Journey satisfaction during Covid-19

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

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...
Read more

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...
Read more

Week 48: Journey satisfaction during Covid-19

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

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...
Read more

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...
Read more

Week 47: Journey satisfaction during Covid-19

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

Logistics and Coach Survey: Strategic Roads 2020-21

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

Feedback on inclusive transport campaign – Transport User...

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

Public transport – a cleaner future?

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

Week 46: Journey satisfaction during Covid-19

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

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...
Read more

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...
Read more

Week 45: Journey satisfaction during Covid-19

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

Transport User Community – summer travel plans

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

Road surface quality – Transport User Community

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

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...
Read more

Week 44: Journey satisfaction during Covid-19

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

Measuring satisfaction and mystery shopping on Greater Anglia

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

Caledonian Sleeper guest satisfaction survey

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

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...
Read more

Week 43: Journey satisfaction during Covid-19

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

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...
Read more

Transport User Community – National Rail personalised disruption...

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

Accessible transport: unlocking a better normal

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

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...
Read more

Week 42: Journey satisfaction during Covid-19

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

Rail commuting and flexible season tickets

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

Covid-19 travel segmentation

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

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...
Read more

Week 41: Journey satisfaction during Covid-19

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

Week 40: Journey satisfaction during Covid-19

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

Transport User Community – road diversions

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

The route ahead: getting passengers back on buses

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

TransPennine Express passenger information

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

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

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

Week 39: Journey satisfaction during Covid-19

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

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...
Read more

Covid safe accreditation: Transport User Community

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

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...
Read more

Week 38: Journey satisfaction during Covid-19

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

Going electric: the drivers’ view

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

Travel during Covid-19: attitudes to travel post lockdown

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

Ventilation on public transport – Transport User Community

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

Week 37: Journey satisfaction during Covid-19

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

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...
Read more

New trains for the Merseyrail Network – What passengers want

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

Cleanliness on public transport – transport user community

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

Week 36: Journey satisfaction during Covid-19

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

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...
Read more

Week 35: Journey satisfaction during Covid-19

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

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...
Read more

Checking in during lockdown in January – Transport User Community

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

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...
Read more

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...
Read more

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...
Read more

Caledonian Sleeper guest satisfaction survey

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

Disabled passengers’ experiences during Covid-19

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

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...
Read more

Week 34: Journey satisfaction during Covid-19

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

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...
Read more

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,...
Read more

Air travel during Covid-19

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

Winter driving: Transport User Community

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

Week 33: Journey satisfaction during Covid-19

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

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...
Read more

Week 32: Journey satisfaction during Covid-19

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

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’...
Read more

Christmas travel during Covid-19

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

Christmas journeys: Transport User Community

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

Week 31: Journey satisfaction during Covid-19

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

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...
Read more

Student travel survey

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

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...
Read more

Travelling by taxi during Covid-19

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

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...
Read more

Week 30: Journey satisfaction during Covid-19

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

Week 29: Journey satisfaction during Covid-19

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

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...
Read more

Rail and bus priorities: Transport User Community

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

Week 28: Journey satisfaction during Covid-19

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

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...
Read more

Travel and ticketing post-Covid: Transport User Community

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

Travel and ticketing post-Covid; Transport User Community

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

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...
Read more

Week 27: Journey satisfaction during Covid-19

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

Changes to road journeys: Transport User Community

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

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...
Read more

Week 26: Journey satisfaction during Covid-19

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

Feeling safe on the bus: Transport User Community

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

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...
Read more

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...
Read more

Week 25: Journey satisfaction during Covid-19

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

Great Western Railway timetable change

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

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...
Read more

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...
Read more

Journey satisfaction during Covid-19 – week 24

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

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

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

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...
Read more

Journey satisfaction during Covid-19 – week 23

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

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...
Read more

Transport User Community – rail refunds and fee changes

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

Transport User Community – local lockdowns and essential travel

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

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...
Read more

Journey satisfaction during Covid-19 – week 22

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

Transport User Community – evaluating flexible bus fares

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

Northern Customer Experience Survey

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

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...
Read more

Journey satisfaction during Covid-19 – week 21

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

Transport User Community – website and crowding information

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

Transport User Community – recent bus and rail journeys

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

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

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

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...
Read more

Journey satisfaction during Covid-19 – week 20

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

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

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

Transport User Community – bus congestion and cashless services

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

Journey satisfaction during Covid-19 – week 19

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

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...
Read more

Bus passengers’ priorities for improvement

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

Transport User Community – rail reservations and virus risk

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

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...
Read more

Journey satisfaction during Covid-19 – week 18

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

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...
Read more

Logistics and Coach Survey: Strategic Roads

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

Transport User Community – rail leisure travel and urban travel

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

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...
Read more

Journey satisfaction during Covid-19 – week 17

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

Transport User Community – return to bus travel

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

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...
Read more

Journey satisfaction ​during Covid-19 – week 16

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

Transport User Community – rail fares and flexible ticketing

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

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...
Read more

Journey satisfaction ​during Covid-19 – week 15

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

Clarity of information – motorway services website assessment

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

Transport User Community – return to rail travel

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

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...
Read more

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

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

Covid-19 reduced timetable report

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

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...
Read more

National Road Users’ Satisfaction Survey 2019/20

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

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...
Read more

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

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

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...
Read more

Strategic Roads User Survey 2019/20

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

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...
Read more

Understanding the impact of railway staff

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

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...
Read more

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...
Read more

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...
Read more

Caledonian Sleeper guest satisfaction survey

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

Road journeys during lockdown: Transport User Panel survey

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

Motorway Services User Survey 2020

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

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...
Read more

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...
Read more

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...
Read more

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...
Read more

Tram Passenger Survey winter 2019/20

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

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...
Read more

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...
Read more

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...
Read more

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...
Read more

Refurbishing train carriages to suit passenger needs

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

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...
Read more

Season ticket refunds – follow-up survey

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

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...
Read more

Travel during Covid-19 survey

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

National Rail Passenger Survey Autumn 2019 – technical report

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

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

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

Personal security on trains – what passengers think

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

Measuring passenger satisfaction and mystery shopping on Greater Anglia

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

Coronavirus travel survey

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

Bus Passenger Survey – Autumn 2019 report

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

King’s Cross station closure

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

Caledonian Sleeper guest satisfaction survey

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

Delay Repay compensation survey

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

Bus passengers’ priorities for improvement

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

Reliability on high frequency rail routes – what passengers think

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

Penalty Fares – how passengers are treated when they appeal

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

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...
Read more

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

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

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...
Read more

South Western Railway strike survey

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

Letter to the chair of the HS2 Review

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

Caledonian Sleeper guest satisfaction survey

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

National Road Users’ Satisfaction Survey 2018-19

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

Brighton Main Line Improvement Project – the passenger perspective

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

Southend Victoria engineering works in May 2019 – passenger research

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

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

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

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

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

Motorway Services User Survey 2019

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

Rail Ombudsman – Signposting for passengers

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

Disabled rail passengers research

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

Strategic Roads User Survey – 2018-19 summary report

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

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...
Read more

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.
Read more

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...
Read more

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

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

Junction numbers survey – Transport User Panel

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

Tram Passenger Survey – Autumn 2018

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

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

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

Derby resignalling works

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

Bus Passenger Survey – Autumn 2018 report

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

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...
Read more

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

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

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)...
Read more

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.
Read more

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.
Read more

Bus passenger experience in Liverpool

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

Awareness of compensation for Thameslink and Great Northern passengers

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

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....
Read more

‘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...
Read more

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...
Read more

Logistics and Coach Manager Survey: England’s strategic roads

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

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...
Read more

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

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

Rail delays and compensation

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

Additional compensation offered to Northern and TransPennine Express...

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

National Road Users’ Satisfaction Survey 2017-18

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

Dartford Crossing – Transport User Panel survey

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

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...
Read more

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...
Read more

Lakes Line passenger feedback

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

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...
Read more

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...
Read more

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)...
Read more

CrossCountry passenger research

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

High Speed Two (HS2) Passenger Panel Insights

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

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...
Read more

Tram Passenger Survey

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

Bus Passenger Survey

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

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...
Read more

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...
Read more

Using the bus: what young people think

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

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)...
Read more

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...
Read more

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...
Read more

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...
Read more

Routine railway maintenance: passenger perspectives and priorities

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

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...
Read more

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...
Read more

Rail passengers’ priorities for improvement

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

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...
Read more

Rail passengers’ experiences and priorities during engineering...

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

Rail passengers’ experiences and priorities during engineering works

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

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...
Read more

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...
Read more

Caledonian Sleeper: understanding passengers’ expectations and...

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

East Midlands rail franchise: passengers’ experiences and aspirations

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

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...
Read more

Northern industrial action – Transport User Panel survey

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

Merseyrail industrial action – Transport User Panel survey

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

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)...
Read more

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...
Read more

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...
Read more

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...
Read more

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

The Full Report was formerly called the Summary Report.
Read more

National Road Users’ Satisfaction Survey 2016-2017

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

Caledonian Sleeper passenger satisfaction

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

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...
Read more

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...
Read more

Tram Passenger Survey

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

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

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

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...
Read more

Bus Passenger Survey 2016 summary report

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

Bus Passenger Survey – full report – Autumn 2016

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

Merseyrail Wirral loop line survey

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

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...
Read more

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...
Read more

Driver attitudes and behaviours literature review

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

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

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

Southern Rail industrial action – Transport User Panel survey

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

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...
Read more

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...
Read more

Northern: rail passengers’ views of customer service

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

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...
Read more

Road to the future

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

Franchising: what passengers want

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

Rail delays and compensation – what passengers want

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

Incidents and roadworks – A road user perspective

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

Ferry passenger survey

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

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...
Read more

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...
Read more

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...
Read more

Maps and apps

Read more

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...
Read more

NRPS Spring 2016 – at a glance guides

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

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

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

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...
Read more

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...
Read more

How rail passengers really feel

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

Tram Passenger Survey

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

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

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

Bus Passenger Survey – full report – Autumn 2015

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

Bus passengers have their say – priorities for improvement simulator

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

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...
Read more

Bus passengers have their say – quantitative report

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

Bus passengers have their say – qualitative report

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

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...
Read more

West Coast trains – what passengers want

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

Passenger attitudes towards rail staff

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

What next for Passengers’ Charters? Agency report

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

What next for Passengers’ Charters?

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

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

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

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

Read more

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

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

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

Read more

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

The Full Report was formerly called the Summary Report.
Read more

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

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

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

The Stakeholder Report was formerly called the Consultees' Report.
Read more

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

Read more

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

Read more

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

Read more

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

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

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

Read more

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...
Read more

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...
Read more

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...
Read more

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...
Read more

Smartcards on c2c: what do passengers think?

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

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...
Read 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...
Read more

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...
Read more

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...
Read more

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...
Read more

Road users’ priorities for improvement: heavy goods vehicle drivers

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

Planned rail engineering work – the passenger perspective

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

Planned rail engineering work – Reading

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

Planned rail engineering work – all Bath reports

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

Inverness station passenger experience – slide presentation

Read more

Inverness station passenger experience – full report

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

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)...
Read more

Train punctuality: the passenger perspective

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

Train punctuality: the passenger perspective – full report

Read more

Social media monitoring – pilot research report

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

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

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

Online information for road users during Operation Stack

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

NRPS technical guide – Spring 2015

Read more

NRPS user guidance report – Spring 2015

Read more

London Midland rail franchise passenger research

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

East Anglia rail franchise consultation – Passenger Focus response

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

Reacting to extreme weather on the railways

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

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...
Read more

Bus driver training – What works? What next?

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

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

Read more

NRPS – Spring 2015 – Multivariate Analysis Report

Read more

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

Read more

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

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

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

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

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

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

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...
Read more

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

The Full Report was formerly called the Summary Report.
Read more

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

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

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

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

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

Read more

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

The Stakeholder Report was formerly called the Consultees' Report.
Read more

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

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

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...
Read more

Communicating suicides on the railway

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

Bus Passenger Survey methodological overview – Autumn 2014...

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

Glasgow Queen Street Station Redevelopment research slide presentation

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

Tram Passenger Survey – Autumn 2014 – key findings

Read more

Road user needs and experiences – full report

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

High Speed Two (HS2) Passenger Panel Insights

Read more

Post-travel – 10 – HS2 Passenger Panel Insights

Read more

The platform – 5 – HS2 Passenger Panel Insights

Read more

Arrival and interchange – 8 – HS2 Passenger Panel Insights

Read more

To the station – 3 – HS2 Passenger Panel Insights

Read more

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

Read more

At the station – 4- HS2 Passenger Panel Insights

Read more

The ticket – 2 – HS2 Passenger Panel Insights

Read more

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

Read more

On board – 7 – HS2 Passenger Panel Insights

Read more

Door to door – 11 – HS2 Passenger Panel Insights

Read more

Onward travel – 9 – HS2 Passenger Panel Insights

Read more

Road user needs and experiences – summary report

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

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

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

Autumn 2014 Tram Passenger Survey (TPS) – technical report

Read more

What passengers want from Customer Reports

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

c2c Customer Report and research presentation

Read more

Govia Thameslink Railway Customer Report and research presentation

Read more

Abellio Greater Anglia Customer Report and research presentation

Read more

Tram Passenger Survey – Autumn 2014 – full report

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

Research among East Midlands Trains passengers

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

PLUSBUS user research report

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

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

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

Bus Passenger Survey – full report – Autumn 2014

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

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...
Read more

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

Read more

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

Read more

Rail passengers and apps: what next? – Summary report

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

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:...
Read more

Ticket to Ride – an update

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

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

Read more

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...
Read more

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

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

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

The Full Report was formerly called the Summary Report.
Read more

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

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

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

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

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

The Stakeholder Report was formerly called the Consultees' Report.
Read more

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

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

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

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

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

Read more

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

Read more

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...
Read more

Train operating company performance and passenger satisfaction –...

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

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

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

Smart ticketing – contactless payment for rail – summary report

Contactless payment is increasingly being used to pay for low-value items and a replacement for...
Read more

Smart ticketing – contactless payment for rail research – full...

Contactless payment is increasingly being used to pay for low-value items and a replacement for...
Read more

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...
Read more

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...
Read more

Passenger information screens at railway stations

This report looks at passengers’ experiences of current passenger information systems at...
Read more

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...
Read more

Go-Ahead individual company results 2014 (Oxford Bus, Oxford Park and...

Read more

Go-Ahead individual company results 2014 (Anglian, Bluestar, Brighton and...

Read more

Rail passengers’ priorities simulator

We have produced a simulator that you can use to run priorities for different groups of passengers....
Read more

Rail passengers’ priorities for improvements – October 2014

Twice each year Passenger Focus publishes the National Rail Passenger Survey (NRPS) to measure...
Read more

Passenger information when trains are disrupted

Passengers remain concerned about the way the rail industry handles unexpected disruption to their...
Read more

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)...
Read more

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...
Read more

Passenger confidence – qualitative research – August 2014

Read more

Rail Passenger Trust Survey – quantitative research – August...

Read more

Great Western franchise consultation – Passenger Focus response

Passenger Focus was given the opportunity to provide a rail passengers’ perspective as the...
Read more

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...
Read more

National Rail Passenger Survey Methodology

Since 1999 the National Rail Passenger Survey (NRPS) has measured customer satisfaction...
Read more

National Rail Passenger Survey (NRPS) Spring 2014 – User Guidance...

Read more

National Rail Passenger Survey (NRPS) Spring 2014 – Detailed...

Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

Read more

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

Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

Read more

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

Read more

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

The Stakeholder Report was formerly called the Consultees' Report.
Read more

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

* * * Published 25 June 2014 * * * NRPS reports for all Passenger Transport Executives (PTEs)....
Read more

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

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

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

This report covers the NRPS Autumn 2009 through to Spring 2014. Best in class for previous waves...
Read more

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

Read more

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

Read more

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

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

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...
Read more

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

Read more

Transport integration in Scotland

Passenger Focus maintains that travel by public transport should be as easy as possible for...
Read more

Edinburgh Waverley Station Improvements Research report

Read more

NRPS and BPS accessibility analysis 2013.

Read more

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...
Read more

Autumn 2013 Tram Passenger Survey (TPS) – technical report

Read more

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...
Read more

Tram Passenger Survey (TPS) – Autumn 2013 Report

The Tram Passenger Survey (TPS) is the first carried out by Passenger Focus. It enables everyone...
Read more

The passenger experience – summary report

Passenger Focus and the Office of Rail Regulation (ORR) wanted to understand the experience of...
Read more

Bus Passenger Survey Methodological overview – Autumn 2013...

Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust...
Read more

Bus Passenger Survey – full report – Autumn 2013

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

Passenger Assist journeys 2013

To research the effectiveness of the Passenger Assist service, which provides assistance to...
Read more

Passenger Assist summary report

It is important that passengers with disabilities can travel freely on the rail network. Passenger...
Read more

Passenger Assist research presentation slides

It is important that passengers with disabilities can travel freely on the rail network. Passenger...
Read more

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...
Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

The Stakeholder Report was formerly called the Consultees' Report.
Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

NRPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

Read more

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

Read more

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

Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

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

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...
Read more

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...
Read more

Bus punctuality and timetables – Summary report

Part of Passenger Focus’ work is to represent the needs and views of bus passengers in England,...
Read more

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...
Read more

Smart ticketing – mobile applications

The DfT, via Passenger Focus, is currently undertaking a wide programme of research around smart...
Read more

Giving passengers a voice in bus services

We know from previous Passenger Focus research that bus passengers want a bus service that is...
Read more

Bus passenger views on value for money

The cost of fares and the ease of buying tickets are key parts of the bus passenger...
Read more

Smart ticketing – Oxford SmartZone

This report, the second in a wide-ranging research programme on smart ticketing, considers the...
Read more

National Passenger Survey Spring 2013 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
Read more

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...
Read more

National Passenger Survey Spring 2013 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
Read more

National Passenger Survey – NPS – Spring 2013 –...

The Stakeholder Report was formerly called the Consultees Report.
Read more

National Passenger Survey – NPS – Spring 2013 –...

Read more

National Passenger Survey – Spring 2013 – Network Rail Station...

Read more

National Passenger Survey – Spring 2013 – NPS –...

Read more

National Passenger Survey – Spring 2013 – NPS – Full...

The Full Report was formerly called the Summary Report.
Read more

National Passenger Survey Spring 2013 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.
Read more

Understanding rail passengers – the average commuter

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of...
Read more

Understanding rail passengers – delays and compensation

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of...
Read more

Passenger Focus Bus Passenger Survey Methodological overview –...

Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust...
Read more

Smart ticketing – what rail passengers want – July 2013

Passengers are increasingly coming to expect services to be delivered to them in smarter ways as...
Read more

Anti-social behaviour on buses

This report on anti-social behaviour has been compiled from our most recent Bus Passenger Survey...
Read more

Midland Metro Tram Passenger Survey – 2013

Passenger research has revealed 90 per cent overall passenger satisfaction on Midland Metro trams...
Read more

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...
Read more

National Passenger Survey at a glance – Wales – Spring 2013

Read more

National Passenger Survey at a glance – Scotland – Spring 2013

Read more

National Passenger Survey at a glance – Great Britain wide –...

Read more

National Passenger Survey – Spring 2013 – NPS – Main...

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
Read more

Giving passengers a voice in rail services

Major changes are underway to the process for awarding rail passenger franchises. The Government...
Read more

Presenting ‘right-time’ performance information to rail passengers

New research will help ensure that passengers get information on train punctuality as they want to...
Read more

Understanding rail passengers – festive travel experiences

With the bank holiday just over, Passenger Focus has published a relevant report looking at...
Read more

Bus passengers’ experience of delays and disruption – Research...

Our research with bus passengers unsurprisingly shows that punctuality is their top priority for...
Read more

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...
Read more

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...
Read more

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...
Read more

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...
Read more

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...
Read more

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...
Read more

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...
Read more

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...
Read more

Bus Passenger Survey – full report – March 2013

We ask passengers to rate all aspects of their bus journey covering key factors such as planning...
Read more

NPS Spring 2010 and Autumn 2009 Sleeper Services Analysis

Read more

Comparison of international rail fares and ticketing report for ATOC and...

Passenger Focus and the Association of Train Operating Companies have commissioned some research...
Read more

National Station Improvement Programme: Phase Two report

The objective of this research was to understand, by making a before-and-after comparison, whether...
Read more

National Passenger Survey – NPS – Autumn 2012 – Detailed...

Read more

National Passenger Survey Autumn 2012 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.
Read more

National Passenger Survey Autumn 2012 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
Read more

National Passenger Survey – Autumn 2012 – NPS – Summary...

Read more

National Passenger Survey Autumn 2012 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
Read more

National Passenger Survey – Autumn 2012 – NPS – Main...

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
Read more

Passenger views of Northern and TransPennine rail franchises

Independent passenger watchdog Passenger Focus has today published its research into what...
Read more

TransPennine Express results tables

This is a breakdown of the data, from research conducted by Passenger Focus within the TransPennine...
Read more

The Future of Transport Overview

Our exploration of future trends and their potential impact on passenger expectations of travel,...
Read more

Research presentation – experiences of disabled bus passengers

Read more

Research presentation – experiences of disabled rail passengers

Each year Passenger Focus asks over 50,000 passengers how satisfied they are with the rail services...
Read more

Experiences of disabled rail passengers

Each year Passenger Focus asks over 50,000 passengers how satisfied they are with the rail services...
Read more

Thameslink franchise – passenger research summary – September...

Ahead of the new Thameslink franchise, due to start in 2013, Passenger Focus commissioned research...
Read more

South Eastern franchise – passenger research summary –...

Ahead of the refranchising of South Eastern in 2014, Passenger Focus commissioned research to...
Read more

Rail passengers’ experiences and priorities during engineering works

Passenger Focus has carried out new qualitative and quantitative research into passengers’ views...
Read more

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...
Read more

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...
Read more

Bus service reductions – the impact on passengers

The Comprehensive Spending Review reduced the budgets available for local councils and as a...
Read more

Examining the links between Customer Satisfaction and Performance East...

Evidence from a wide range of research, including that of Passenger Focus, has highlighted that...
Read more

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...
Read more

Great Western franchise – passenger research summary – July...

Ahead of the new Great Western franchise, due to start in 2013, Passenger Focus commissioned a...
Read more

Short and Tweet. How passengers want social media during disruption

Passenger Focus has researched rail passengers’ experiences of and needs from social media such...
Read more

National Passenger Survey Spring 2012 – User Guidance Report –...

Read more

National Passenger Survey Spring 2012 – Detailed Technical Survey...

Read more

National Passenger Survey Spring 2012 – NPS – Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
Read more

National Passenger Survey Spring 2012 – NPS –...

Summary national trend charts for all main factors, trend charts by age/journey purpose &...
Read more

National Passenger Survey Spring 2012 – Multivariate report

Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and...
Read more

National Passenger Survey Spring 2012 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.
Read more

National Passenger Survey Spring 2012 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
Read more

National Passenger Survey Spring 2012 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
Read more

National Passenger Survey Spring 2012 – NPS – Questionnaire

Read more

National Passenger Survey Spring 2012 – NPS – Station Managers...

Read more

National Passenger Survey Spring 2012 – NPS – Summary report

Summary tables for all train operating companies (TOCs) (including comparison with one year...
Read more

Southeastern franchise stated preference report – May 2012

Read more

Thameslink franchise Excel summary – May 2012

Read more

Thameslink franchise stated preference report – May 2012

Read more

Southeastern franchise Excel summary – May 2012

Read more

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...
Read more

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...
Read more

Passenger Focus assessment of online information provided to rail...

Passenger Focus has examined the quality of online information provided to passengers during and in...
Read more

Passenger Focus Bus Passenger Survey Methodological overview –...

Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust...
Read more

Bus Passenger Survey – summary – March 2012

Read more

National Passenger Survey Autumn 2011 detailed technical survey overview

Read more

National Passenger Survey Autumn 2011 – Questionnaire

The National Passenger Survey Autumn 2010 questionnaire.
Read more

National Passenger Survey Autumn 2011 – Questionnaire (new questions...

The National Passenger Survey Autumn 2011 questionnaire. New questions have been highlighted within...
Read more

National Passenger Survey Autumn 2011 – Questionnaire – Welsh...

Welsh translation of NPS questionnaire
Read more

National Passenger Survey Spring 2011 – Questionnaire

The National Passenger Survey Spring 2011 questionnaire.
Read more

National Passenger Survey Spring 2011 – Questionnaire – Welsh...

Welsh translation of NPS questionnaire
Read more

Great Western research – Bristol commuter routes

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
Read more

Great Western research – passenger stated preference

Great Western stated preference passenger research.
Read more

Great Western research – branch lines

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
Read more

Great Western research – ports – CDF (inter-regional)

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
Read more

Great Western research – all five routes

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
Read more

Great Western research – long distance routes

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
Read more

Great Western Franchise excel summary report

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
Read more

National Passenger Survey Autumn 2011 – Grand Central

Read more

National Passenger Survey Autumn 2011 – ScotRail

Read more

National Passenger Survey Autumn 2011 – National Express East Anglia

Read more

National Passenger Survey Autumn 2011 – Southern

Read more

National Passenger Survey Autumn 2011- South West Trains

Read more

National Passenger Survey Autumn 2011 – Virgin Trains

Read more

National Passenger Survey Autumn 2011 – Chiltern Railways

Read more

National Passenger Survey Autumn 2011 – First Capital Connect

Read more

National Passenger Survey Autumn 2011 – c2c

Read more

National Passenger Survey Autumn 2011 – Arriva Trains Wales

Read more

National Passenger Survey Autumn 2011- First Hull Trains

Read more

National Passenger Survey Autumn 2011 – East Midlands Trains

Read more

National Passenger Survey Autumn 2011 – London Midland

Read more

National Passenger Survey Autumn 2011 – Southeastern

Read more

National Passenger Survey Autumn 2011 – Northern Rail

Read more

National Passenger Survey Autumn 2011 – First TransPennine Express

Read more

National Passenger Survey Autumn 2011 – First Great Western

Read more

National Passenger Survey Autumn 2011 – London Overground

Read more

National Passenger Survey Autumn 2011 – Merseyrail

Read more

National Passenger Survey Autumn 2011 – Heathrow Connect

Read more

National Passenger Survey Autumn 2011 – Strathclyde PTE

Read more

National Passenger Survey Autumn 2011 Summary report

Read more

National Passenger Survey Autumn 2011 – CrossCountry

Read more

National Passenger Survey Autumn 2011 – East Coast

Read more

National Passenger Survey Autumn 2011 – Heathrow Express

Read more

National Passenger Survey Autumn 2011 – South Yorkshire

Read more

National Passenger Survey Autumn 2011 – Merseytravel

Read more

National Passenger Survey Autumn 2011 – Multivariate report

Read more

National Passenger Survey Autumn 2011 – West Yorkshire PTE

Read more

National Passenger Survey Autumn 2011 – Best in Class Report

Read more

National Passenger Survey Autumn 2011 – Consultees report

Read more

National Passenger Survey Autumn 2011 – Centro

Read more

National Passenger Survey Autumn 2011 – GMPTE

Read more

National Passenger Survey Autumn 2011 – Nexus

Read more

National Passenger Survey Autumn 2011 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
Read more

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...
Read more

National Rail Enquiries research report

Passenger Focus recently undertook research looking at the accuracy of journey information provided...
Read more

Improving Euston Station

Passenger Focus, working in partnership with London Midland, London Overground, Network Rail, and...
Read more

National Passenger Survey Spring 2011 – South Yorkshire

Read more

National Passenger Survey Spring 2011 – West Yorkshire PTE

Read more

National Passenger Survey Spring 2011 – Strathclyde PTE

Read more

National Passenger Survey Spring 2011 Summary report

Read more

National Passenger Survey Spring 2011 – GMPTE

Read more

National Passenger Survey Spring 2011 – Nexus

Read more

National Passenger Survey Spring 2011 – Centro

Read more

National Passenger Survey Spring 2011 – SEWTA

Read more

National Passenger Survey Spring 2011 – Merseytravel

Read more

National Passenger Survey Spring 2011 – Best in Class Report

Read more

National Passenger Survey Spring 2011 – Multivariate report

Read more

Designing the future – rolling stock design

Building on previous research and experience Passenger Focus has worked together with Transport...
Read more

Designing the future – rolling stock design (text version)

Building on previous research and experience Passenger Focus has worked together with Transport...
Read more

December 2010 National Passenger Survey review

Read more

National Passenger Survey Spring 2011 – Consultees report

Read more

Rural bus services

This research asked passengers for their views on Herefordshire Council’s tendered ‘market...
Read more

National Passenger Survey Spring 2011 – London Midland

Read more

National Passenger Survey Spring 2011 – East Midlands Trains

Read more

National Passenger Survey Spring 2011 – Northern Rail

Read more

National Passenger Survey Spring 2011 – Southern

Read more

National Passenger Survey Spring 2011 – c2c

Read more

National Passenger Survey Spring 2011 – First Great Western

Read more

National Passenger Survey Spring 2011 – ScotRail

Read more

National Passenger Survey Spring 2011 – London Overground

Read more

National Passenger Survey Spring 2011 – East Coast

Read more

National Passenger Survey Spring 2011 – Arriva Trains Wales

Read more

National Passenger Survey Spring 2011 – First Capital Connect

Read more

National Passenger Survey Spring 2011- South West Trains

Read more

National Passenger Survey Spring 2011 – CrossCountry

Read more

National Passenger Survey Spring 2011 – Chiltern Railways

Read more

National Passenger Survey Spring 2011 – Heathrow Connect

Read more

National Passenger Survey Spring 2011 – Virgin Trains

Read more

National Passenger Survey Spring 2011 – National Express East Anglia

Read more

National Passenger Survey Spring 2011 – Merseyrail

Read more

National Passenger Survey Spring 2011 – Heathrow Express

Read more

National Passenger Survey Spring 2011- First Hull Trains

Read more

National Passenger Survey Spring 2011 – Southeastern

Read more

Information: Rail passengers’ needs during unplanned disruption

The National Passenger Survey shows that almost one quarter of passengers rate the way train...
Read more

National Passenger Survey Spring 2011 detailed technical survey overview

Read more

West Midlands and Chiltern Route Utilisation Strategy (RUS) Research...

In September 2010, Passenger Focus surveyed over 2700 train passengers travelling within the West...
Read more

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...
Read more

Ticket Retailing Website Usability

This report sets out the findings of Passenger Focus’s research into how easy it is for...
Read more

National Passenger Survey Spring 2011 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
Read more

Train Operator Compensation Schemes – Report of Findings –...

FirstGroup approached Passenger Focus and London TravelWatch in 2010 to ask if they were interested...
Read more

Putting rail information in the public domain

ORR and Passenger Focus support the Government’s policy of making more information available on...
Read more

Reading Station engineering works – what passengers want

Passenger numbers at Reading Station are forecast to double by 2030. Therefore over the next six...
Read more

InterCity West Coast Passenger Priorities Questionnaire

Between 23 and 31 January 2011 Passenger Focus handed out this questionnaire to passengers making...
Read more

InterCity West Coast franchise Excel tables

Between the 23 and 31 January 2011 Passenger Focus spoke to 4503 passengers making rail journeys...
Read more

InterCity West Coast Mainline Franchise Stated preference

Between the 23 and 31 January 2011 Passenger Focus spoke to 4503 passengers making rail journeys...
Read more

Rail passengers’ experiences during the snow

Many of the problems identified in ‘Delays and disruption: rail passengers have their say’ were...
Read more

Criminal and anti-social behaviour on buses – summary report –...

Read more

National Passenger Survey Autumn 2010 – Strathclyde PTE

Read more

National Passenger Survey Autumn 2010 – SEWTA

Read more

National Passenger Survey Autumn 2010 – South Yorkshire

Read more

National Passenger Survey Autumn 2010 – West Yorkshire PTE

Read more

National Passenger Survey Autumn 2010 – Centro

Read more

National Passenger Survey Autumn 2010 – Nexus

Read more

National Passenger Survey Autumn 2010 – GMPTE

Read more

National Passenger Survey Autumn 2010 – Merseytravel

Read more

National Passenger Survey Autumn 2010 Summary report

Read more

National Passenger Survey Autumn 2010 detailed technical survey overview

Read more

The passenger experience of unstaffed stations

Stations are the gateways to the rail network and an essential element of passengers’ overall...
Read more

Profiad teithwyr mewn gorsafoedd heb staff

Gorsafoedd yw'r pyrth i'r rhwydwaith rheilffyrdd ac maent yn elfen hanfodol o brofiad cyffredinol...
Read more

Examining the Relationship between customer satisfaction and performance ...

This report is an additional set of analysis conducted following the delivery of two reports that...
Read more

Examining the links between train performance measures and customer...

This study investigated the nature of the relationship between train performance and the National...
Read more

Relationship between customer satisfaction and performance –...

CDL undertook a study on behalf of Passenger Focus in 2009 to examine the links between train...
Read more

Relationship between customer satisfaction and performance –...

This report provides the results of a study examining the links between train performance and NPS...
Read more

National Passenger Survey Autumn 2010 – tables by each factor

Read more

National Passenger Survey Autumn 2010 – Multivariate report

Drivers of satisfaction and dissatisfaction shown on the following tabs denote which of the 31...
Read more

National Passenger Survey Autumn 2010 train company route data

Read more

Improving punctuality for passengers

Punctuality is of key importance for rail passengers and the main influence on overall journey...
Read more

How passengers spend their time on the train – National Passenger...

How passengers spend their time on the train
Read more

National Passenger Survey Autumn 2010 – c2c

Read more

National Passenger Survey Autumn 2010 – First TransPennine Express

Read more

National Rail Passenger Survey Autumn 2010 questionnaire

Read more

National Passenger Survey Autumn 2010 – Chiltern Railways

Read more

National Passenger Survey Autumn 2010 – CrossCountry

Read more

National Passenger Survey Autumn 2010 – First Hull Trains

Read more

National Rail Passenger Survey Autumn 2010 questionnaire (with highlighted...

Read more

National Passenger Survey Autumn 2010 – Heathrow Connect

Read more

National Passenger Survey Autumn 2010 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
Read more

National Passenger Survey Autumn 2010 – Heathrow Express

Read more

National Passenger Survey Autumn 2010 – ScotRail

Read more

National Passenger Survey Autumn 2010 – South West Trains

Read more

National Passenger Survey Autumn 2010 – National Express East Anglia

Read more

National Rail Passenger Survey Autumn 2010 questionnaire (Welsh...

Read more

National Passenger Survey Autumn 2010 – Southern

Read more

National Passenger Survey Autumn 2010 – Southeastern

Read more

National Passenger Survey Autumn 2010 – Northern Rail

Read more

National Passenger Survey Autumn 2010 – Consultees report

Read more

National Passenger Survey Autumn 2010 – First Capital Connect

Read more

National Passenger Survey Autumn 2010 – London Overground

Read more

National Passenger Survey Autumn 2010 – Virgin Trains

Read more

National Passenger Survey Autumn 2010 – East Coast

Read more

National Passenger Survey Autumn 2010 – Merseyrail

Read more

National Passenger Survey Autumn 2010 – Arriva Trains Wales

Read more

National Passenger Survey Autumn 2010 – Wrexham and Shropshire

Read more

National Passenger Survey Autumn 2010 – First Great Western

Read more

National Passenger Survey Autumn 2010 – East Midlands Trains

Read more

National Passenger Survey Autumn 2010 – Grand Central

Read more

National Passenger Survey Autumn 2010 – London Midland

Read more

Assisted Passenger Reservation System

In 2008 we published the results of our survey on the efficiency of assistance for disabled...
Read more

Passenger needs during Birmingham New Street redevelopment

Birmingham New Street station is used by 25 million1 passengers annually. This is more than twice...
Read more

Barriers to bus use in Milton Keynes – summary report –...

Read more

Barriers to bus use in Milton Keynes – full report – December...

Read more

Quality Guidelines Statement

Read more

Delays and disruption – Rail passengers have their say

Our previous research has shown a high level of dissatisfaction with handling of disruption. We...
Read more

Review of the checking process at Continental Research – Summer 2008

Read more

Audit of NPS – Classification as Official Statistics – Winter 2009-10

Read more

Research Review of the NPS – Winter 2005/2006

Read more

Audit of the operations of the NPS contract – Autumn 2008

Read more

Review of NPS weighting – Early 2008

Read more

Luton Station – What passengers want

Working in partnership, Passenger Focus and London TravelWatch have been liaising closely with...
Read more

NPS User Guidance Report

Passenger Focus (and before it OPRAF and the Strategic Rail Authority) set up the...
Read more

NPS – Detailed technical survey overview

Passenger Focus (and before it OPRAF and the Strategic Rail Authority) set up the National...
Read more

Clapham Junction – What passengers want

Working in partnership, Passenger Focus and London TravelWatch have been liaising closely with...
Read more

Barking Station – What passengers want full research report

Passenger Focus is the independent passenger watchdog, set up by the government to get the...
Read more

Barking Station – What passengers want

Working in partnership, Passenger Focus and London TravelWatch have been liaising closely with...
Read more

Luton Station – What passengers want full research report

Passenger Focus is the independent passenger watchdog, set up by the government to get the...
Read more

Clapham Junction – What passengers want full research report

Passenger Focus is the independent passenger watchdog, set up by the government to get the...
Read more

Bus service changes

Read more

Parking at the station

The passenger satisfaction research took place at 15 stations in the East Midlands region and on...
Read more

Parking at the station – research appendices

Read more

Rail value for money study: Submission from Passenger Focus

Passenger Focus is the independent consumer body representing the interests of rail passengers in...
Read more

Passengers’ priorities for improvements in rail services

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

South West passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

North West passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

South East passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

North East passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

East Midlands passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

London passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

Yorkshire and The Humber passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

Passenger priorities Wales 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

Passenger priorities Scotland 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

West Midlands passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

East of England passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

Ticket Vending Machine Usability – Qualitative Research

The latest results from the National Passenger Survey (NPS), undertaken by Passenger Focus, show...
Read more

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...
Read more

Bus Passenger Survey – November 2009 fieldwork shifts and route list

Read more

Bus Passenger Survey – Methodological Overview

This document outlines the methodology used to conduct the Bus Passenger Survey and deliver the...
Read more

Bus Passenger Survey – Hampshire County Council area – Blue...

Bus Passenger Survey results for Blue Star in the Hampshire County Council area.
Read more

Bus Passenger Survey – Cumbria County Council area –...

Bus Passenger Survey results for Stagecoach in the Cumbria County Council area.
Read more

Bus Passenger Survey – West Yorkshire PTE area – July 2010

Bus Passenger Survey results for the West Yorkshire Passenger Transport Executive area.
Read more

Bus Passenger Survey – Plymouth City Council area – First...

Bus Passenger Survey results for First in the Plymouth City Council area.
Read more

Bus Passenger Survey – Medway (Kent) Council area – July 2010

Bus Passenger Survey results for the Medway (Kent) Council area.
Read more

Bus Passenger Survey – GMPTE area – First – July 2010

Bus Passenger Survey results for First in the Greater Manchester Passenger Transport Executive area.
Read more

Bus Passenger Survey – South Yorkshire PTE area – Stagecoach...

Bus Passenger Survey results for Stagecoach in the South Yorkshire Passenger Transport Executive...
Read more

Bus Passenger Survey – Shropshire Council area – Arriva...

Bus Passenger Survey - Shropshire Council area - Arriva - July 2010
Read more

Bus Passenger Survey – Swindon Borough Council area –...

Bus Passenger Survey results for Stagecoach in the Swindon Borough Council area.
Read more

Bus Passenger Survey – Hampshire County Council area –...

Bus Passenger Survey results for Stagecoach in the Hampshire County Council area.
Read more

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...
Read more

Bus Passenger Survey – Brighton and Hove City Council area –...

Bus Passenger Survey results for Countryliner in the Brighton and Hove City Council area.
Read more

Bus Passenger Survey – Merseyside PTE area (Merseytravel) –...

Bus Passenger Survey results for Stagecoach in the Merseyside Passenger Transport Executive area...
Read more

Bus Passenger Survey – South Yorkshire PTE area – Sheffield...

Bus Passenger Survey results for Sheffield Community Transport in the South Yorkshire Passenger...
Read more

Bus Passenger Survey – Merseyside PTE area (Merseytravel) – ...

Bus Passenger Survey results for Arriva in the Merseyside Passenger Transport Executive area...
Read more

Bus Passenger Survey – Stoke on Trent City Council area – July...

Bus Passenger Survey results for Stoke on Trent City Council area.
Read more

Bus Passenger Survey – Cambridgeshire County Council area –...

Bus Passenger Survey results for Stagecoach in the Cambridgeshire County Council area.
Read more

Bus Passenger Survey – Plymouth City Council area – July 2010

Bus Passenger Survey results for the Plymouth City Council area.
Read more

Bus Passenger Survey – Cambridgeshire County Council area –...

Bus Passenger Survey results for the Cambridgeshire County Council area.
Read more

Bus Passenger Survey – Hampshire County Council area – First...

Bus Passenger Survey results for First in the Hampshire County Council area.
Read more

Bus Passenger Survey – West Yorkshire PTE area – First –...

Bus Passenger Survey results for First in the West Yorkshire Passenger Transport Executive area.
Read more

Bus Passenger Survey – Swindon Borough Council area –...

Bus Passenger Survey results for Thamesdown Transport in the Swindon Borough Council area.
Read more

Bus Passenger Survey – Cumbria County Council area – July 2010

Bus Passenger Survey results for the Cumbria County Council area.
Read more

Bus Passenger Survey – Hampshire County Council area – July...

Bus Passenger Survey results for Hampshire County Council area.
Read more

Bus Passenger Survey – GMPTE area – Stagecoach – July...

Bus Passenger Survey results for Stagecoach in the Greater Manchester Passenger Transport Executive...
Read more

Bus Passenger Survey – Brighton and Hove City Council area –...

Bus Passenger Survey results for the Brighton and Hove City Council area.
Read more

Bus Passenger Survey – Shropshire area – July 2010

Bus Passenger Survey results for Shropshire area.
Read more

Bus Passenger Survey – South Yorkshire PTE area – July 2010

Bus Passenger Survey results for the South Yorkshire Passenger Transport Executive area.
Read more

Bus Passenger Survey – Stoke on Trent City Council area –...

Bus Passenger Survey results for First in the Stoke on Trent City Council area.
Read more

Bus Passenger Survey – GMPTE area – July 2010

Bus Passenger Survey results for the Greater Manchester Passenger Transport Executive area.
Read more

Bus Passenger Survey – Medway (Kent) Council area – Arriva...

Bus Passenger Survey results for Arriva in the Medway (Kent) Council area.
Read more

Bus Passenger Survey – Cornwall Council area – July 2010

Bus Passenger Survey results for Cornwall Council area.
Read more

Bus Passenger Survey – Cornwall Council area – Western...

Bus Passenger Survey results for Western Greyhound in the Cornwall Council area.
Read more

Bus Passenger Survey – Swindon Borough Council area – July 2010

Bus Passenger Survey results for the Swindon Borough Council area.
Read more

Bus Passenger Survey – full report – July 2010

As part of its drive to improve bus services and make a difference for passengers, the independent...
Read more

Bus Passenger Survey – Plymouth City Council area – Plymouth...

Bus Passenger Survey results for Plymouth Citybus in the Plymouth City Council area.
Read more

Bus Passenger Survey – Merseyside PTE area (Merseytravel) –...

Bus Passenger Survey results for the Merseyside Passenger Transport Executive area (Merseytravel).
Read more

Bus Passenger Survey – West Yorkshire PTE area – Transdev...

Bus Passenger Survey results for Transdev in the West Yorkshire Passenger Transport Executive area.
Read more

Bus Passenger Survey – GMPTE area – Arriva – July 2010

Bus Passenger Survey results for Arriva in the Greater Manchester Passenger Transport Executive...
Read more

Bus Passenger Survey – Cornwall Council area – First –...

Bus Passenger Survey results for First in the Cornwall Council area.
Read more

Bus Passenger Survey – West Yorkshire PTE area – Arriva...

Bus Passenger Survey results for Arriva in the West Yorkshire Passenger Transport Executive area.
Read more

Bus Passenger Survey – South Yorkshire PTE area – First...

Bus Passenger Survey results for First in the South Yorkshire Passenger Transport Executive area.
Read more

NPS Spring 2010 – TOC report – East Coast

A National Passenger Survey Spring 2010 train operating company report for East Coast.
Read more

NPS Spring 2010 – TOC report – Arriva Trains Wales

A National Passenger Survey Spring 2010 train operating company report for Arriva Trains Wales.
Read more

National Passenger Survey Spring 2010 – Questionnaire – Welsh...

Welsh translation of the Spring 2010 National Passenger Survey questionnaire.
Read more

NPS Spring 2010 – TOC report – London Overground

A National Passenger Survey Spring 2010 train operating company report for London Overground.
Read more

NPS Spring 2010 – TOC report – London Midland

A National Passenger Survey Spring 2010 train operating company report for London Midland.
Read more

NPS Spring 2010 – TOC report – Merseyrail

A National Passenger Survey Spring 2010 train operating company report for Merseyrail.
Read more

National Passenger Survey Spring 2010 – Questionnaire (new questions...

The National Passenger Survey Spring 2010 questionnaire. New questions have been highlighted within...
Read more

NPS Spring 2010 – TOC report – Wrexham & Shropshire

A National Passenger Survey Spring 2010 train operating company report for Wrexham & Shropshire.
Read more

Passenger satisfaction revealed

Passenger satisfaction revealed
Read more

NPS Spring 2010 – TOC report – Virgin Trains

A National Passenger Survey Spring 2010 train operating company report for Virgin Trains.
Read more

National Passenger Survey Spring 2010 – Questionnaire

The National Passenger Survey Spring 2010 questionnaire.
Read more

NPS Spring 2010 – TOC report – National Express East Anglia

A National Passenger Survey Spring 2010 train operating company report for National Express East...
Read more

NPS Spring 2010 – TOC report – South West Trains

A National Passenger Survey Spring 2010 train operating company report for South West Trains.
Read more

NPS Spring 2010 – TOC report – Grand Central

A National Passenger Survey Spring 2010 train operating company report for Grand Central.
Read more

NPS Spring 2010 – TOC report – Chiltern Railways

A National Passenger Survey Spring 2010 train operating company report for Chiltern Railways.
Read more

NPS Spring 2010 – TOC report – c2c

A National Passenger Survey Spring 2010 train operating company report for c2c.
Read more

NPS Spring 2010 – TOC report – Northern Rail

A National Passenger Survey Spring 2010 train operating company report for Northern Rail.
Read more

NPS Spring 2010 – TOC report – Heathrow Connect

A National Passenger Survey Spring 2010 train operating company report for Heathrow Connect.
Read more

NPS Spring 2010 – TOC report – First Great Western

A National Passenger Survey Spring 2010 train operating company report for First Great Western.
Read more

NPS Spring 2010 – TOC report – ScotRail

A National Passenger Survey Spring 2010 train operating company report for ScotRail.
Read more

National Passenger Survey Spring 2010 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of passengers? satisfaction...
Read more

NPS Spring 2010 – TOC report – Southeastern

A National Passenger Survey Spring 2010 train operating company report for Southeastern.
Read more

NPS Spring 2010 – TOC report – CrossCountry

A National Passenger Survey Spring 2010 train operating company report for CrossCountry
Read more

NPS Spring 2010 – TOC report – East Midlands Trains

A National Passenger Survey Spring 2010 train operating company report for East Midlands Trains.
Read more

NPS Spring 2010 – TOC report – First TransPennine Express

A National Passenger Survey Spring 2010 train operating company report for First TransPennine...
Read more

NPS Spring 2010 – TOC report – Southern

A National Passenger Survey Spring 2010 train operating company report for Southern.
Read more

NPS Spring 2010 – TOC report – First Capital Connect

A National Passenger Survey Spring 2010 train operating company report for First Capital Connect.
Read more

NPS Spring 2010 – TOC report – Heathrow Express

A National Passenger Survey Spring 2010 train operating company report for Heathrow Express.
Read more

West Coast Main Line passenger research

In November and December 2009, Passenger Focus spoke to 4106 passengers on six key parts of the...
Read more

Bus passenger priorities for improvement

Over 3800 bus passengers in England outside London took part in this research. They were asked to...
Read more

What passengers want – Towards a ‘right time’ East...

Passengers' overall satisfaction with National Express East Anglia journeys measured by the...
Read more

Anti-social behaviour report – Rail passenger views

In March 2009 Passenger Focus published a report entitled ?Passenger perceptions of personal...
Read more

NPS Autumn 2009 – TOC report – National Express East Coast

A National Passenger Survey Autumn 2009 train operating company report for National Express East...
Read more

National Passenger Survey Autumn 2009 – Questionnaire

The National Passenger Survey Autumn 2009 questionnaire.
Read more

NPS Autumn 2009 – TOC report – Southeastern

A National Passenger Survey Autumn 2009 train operating company report for Southeastern.
Read more

NPS Autumn 2009 – TOC report – London Overground

A National Passenger Survey Autumn 2009 train operating company report for London Overground.
Read more

NPS Autumn 2009 – TOC report – Virgin Trains

A National Passenger Survey Autumn 2009 train operating company report for Virgin Trains.
Read more

NPS Autumn 2009 – TOC report – Chiltern Railways

A National Passenger Survey Autumn 2009 train operating company report for Chiltern Railways.
Read more

NPS Autumn 2009 – TOC report – Southern

A National Passenger Survey Autumn 2009 train operating company report for Southern.
Read more

NPS Autumn 2009 – TOC report – London Midland

A National Passenger Survey Autumn 2009 train operating company report for London Midland.
Read more

NPS Autumn 2009 – TOC report – East Midlands Trains

A National Passenger Survey Autumn 2009 train operating company report for East Midlands Trains.
Read more

National Passenger Survey Autumn 2009 – Questionnaire (new questions...

The National Passenger Survey Autumn 2009 questionnaire. New questions have been highlighted within...
Read more

NPS Autumn 2009 – TOC report – South West Trains

A National Passenger Survey Autumn 2009 train operating company report for South West Trains.
Read more

NPS Autumn 2009 – TOC report – Northern Rail

A National Passenger Survey Autumn 2009 train operating company report for Northern Rail.
Read more

National Passenger Survey Autumn 2009

The National Passenger Survey (NPS) provides a network-wide picture of customers? satisfaction with...
Read more

NPS Autumn 2009 – TOC report – Arriva Trains Wales

A National Passenger Survey Autumn 2009 train operating company report for Arriva Trains Wales.
Read more

National Passenger Survey Autumn 2009 – Questionnaire – Welsh...

Welsh translation of the Autumn 2009 National Passenger Survey questionnaire.
Read more

NPS Autumn 2009 – TOC report – First Capital Connect

A National Passenger Survey Autumn 2009 train operating company report for First Capital Connect.
Read more

NPS Autumn 2009 – TOC report – First Great Western

A National Passenger Survey Autumn 2009 train operating company report for First Great Western.
Read more

NPS Autumn 2009 – TOC report – National Express East Anglia

A National Passenger Survey Autumn 2009 train operating company report for National Express East...
Read more

NPS Autumn 2009 – TOC report – Grand Central

A National Passenger Survey Autumn 2009 train operating company report for Grand Central.
Read more

NPS Autumn 2009 – TOC report – CrossCountry

A National Passenger Survey Autumn 2009 train operating company report for CrossCountry.
Read more

NPS Autumn 2009 – TOC report – c2c

A National Passenger Survey Autumn 2009 train operating company report for c2c.
Read more

NPS Autumn 2009 – TOC report – Heathrow Connect

A National Passenger Survey Autumn 2009 train operating company report for Heathrow Connect.
Read more

NPS Autumn 2009 – TOC report – Merseyrail

A National Passenger Survey Autumn 2009 train operating company report for Merseyrail.
Read more

NPS Autumn 2009 – TOC report – Heathrow Express

A National Passenger Survey Autumn 2009 train operating company report for Heathrow Express.
Read more

NPS Autumn 2009 – TOC report – First TransPennine Express

A National Passenger Survey Autumn 2009 train operating company report for First TransPennine...
Read more

NPS Autumn 2009 – TOC report – Wrexham & Shropshire

A National Passenger Survey Autumn 2009 train operating company report for Wrexham and Shropshire.
Read more

NPS Autumn 2009 – TOC report – ScotRail

A National Passenger Survey Autumn 2009 train operating company report for ScotRail.
Read more

Integrated Transport – perception and reality

This research was jointly commissioned by Passenger Focus and the Association of Train Operating...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – Ty...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Summary report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Summary report

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – Gipsy...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – Valley...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – East...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – Balham...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – Severn...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – Queens...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

Building accessibility into the redevelopment of Birmingham New Street...

Birmingham New Street rail station is due to undergo significant redevelopment work to make the...
Read more

What do we know about stations

The National Passenger Survey reveals that satisfaction with individual station service attributes...
Read more

Research report – Kent routes

In March 2009 Passenger Focus surveyed over 3413 passengers on four routes serving Kent; 913 on the...
Read more

Handling complaints and appeals from bus passengers

This report explains how Passenger Focus believes it can best contribute to an improvement in the...
Read more

Bus complaints handling research – JMP report

Research was undertaken to investigate the bus complaints process in England (outside London). The...
Read more

England-wide Concessionary Bus Travel: The Passenger Perspective

In preparation for its new role as the bus passenger champion, Passenger Focus has undertaken...
Read more

Welsh passenger insights: Passenger satisfaction with rail services in...

Wales? railways have enjoyed a renaissance in recent years with sustained passenger growth reviving...
Read more

Welsh passenger insights – Welsh translation – Dealldwriaeth...

Welsh passenger insights - Welsh translation - Dealldwriaeth teithwyr yng Nghymru: Bodlonrwydd...
Read more

Research report – Gloucester route

In February 2009 Passenger Focus surveyed over 500 passengers on the Gloucester route, which runs...
Read more

Research report – Merseyside routes

In December 2008 Passenger Focus carried out a survey with nearly 1600 passengers on the Northern...
Read more

Research report – Reading

In February 2009 Passenger Focus surveyed over 900 passengers on the Reading route, which covers...
Read more

Passenger needs during King’s Cross redevelopment

Rebuilding a major London station has the potential to inconvenience a large number of passengers...
Read more

NPS Spring 2009 – TOC report – c2c

A National Passenger Survey Spring 2009 train operating company report for c2c.
Read more

NPS Spring 2009 – TOC report – First ScotRail

A National Passenger Survey Spring 2009 train operating company report for First ScotRail.
Read more

Press release – Passengers rate Scotland’s rail services

The majority (89%) of ScotRail?s passengers are satisfied with their overall rail journey, the...
Read more

NPS Spring 2009 – TOC report – Heathrow Express

A National Passenger Survey Spring 2009 train operating company report for Heathrow Express.
Read more

NPS Spring 2009 – TOC report – Heathrow Connect

A National Passenger Survey Spring 2009 train operating company report for Heathrow Connect.
Read more

NPS Spring 2009 – TOC report – Chiltern Railways

A National Passenger Survey Spring 2009 train operating company report for Chiltern Railways.
Read more

NPS Spring 2009 – TOC report – Northern Rail

A National Passenger Survey Spring 2009 train operating company report for Northern Rail.
Read more

Press release – Official Statistics National Passenger Survey release

Passenger Focus has published Official Statistics on passenger satisfaction with rail travel from...
Read more

NPS Spring 2009 – TOC report – CrossCountry

A National Passenger Survey Spring 2009 train operating company report for CrossCountry.
Read more

NPS Spring 2009 – TOC report – Virgin Trains

A National Passenger Survey Spring 2009 train operating company report for Virgin Trains.
Read more

Press release – 81% of passengers satisfied with rail journey

The majority of passengers (81%) across Great Britain are satisfied with their rail experience, the...
Read more

NPS Spring 2009 – TOC report – First Great Western

A National Passenger Survey Spring 2009 train operating company report for First Great Western.
Read more

NPS Spring 2009 – TOC report – Merseyrail

A National Passenger Survey Spring 2009 train operating company report for Merseyrail.
Read more

National Passenger Survey Spring 2009

The National Passenger Survey (NPS) provides a networkwide picture of customers? satisfaction with...
Read more

NPS Spring 2009 – TOC report – East Midlands Trains

A National Passenger Survey Spring 2009 train operating company report for East Midlands Trains.
Read more

NPS Spring 2009 – TOC report – London Overground

A National Passenger Survey Spring 2009 train operating company report for London Overground.
Read more

NPS Spring 2009 – TOC report – First Capital Connect

A National Passenger Survey Spring 2009 train operating company report for First Capital Connect.
Read more

NPS Spring 2009 – TOC report – Arriva Trains Wales

A National Passenger Survey Spring 2009 train operating company report for Arriva Trains Wales.
Read more

Press release – Good news story for passengers in Wales

Passengers in Wales believe they are getting a better deal on the railway with 87% of Arriva Trains...
Read more

NPS Spring 2009 – TOC report – South West Trains

A National Passenger Survey Spring 2009 train operating company report for South West Trains.
Read more

NPS Spring 2009 – TOC report – Southern

A National Passenger Survey Spring 2009 train operating company report for Southern.
Read more

NPS Spring 2009 – TOC report – National Express East Anglia

A National Passenger Survey Spring 2009 train operating company report for National Express East...
Read more

NPS Spring 2009 – TOC report – National Express East Coast

A National Passenger Survey Spring 2009 train operating company report for National Express East...
Read more

NPS Spring 2009 – TOC report – London Midland

A National Passenger Survey Spring 2009 train operating company report for London Midland.
Read more

NPS Spring 2009 – TOC report – Grand Central

A National Passenger Survey Spring 2009 train operating company report for Grand Central.
Read more

NPS Spring 2009 – TOC report – Wrexham and Shropshire

A National Passenger Survey Spring 2009 train operating company report for Wrexham and Shropshire.
Read more

NPS Spring 2009 – TOC report – First TransPennine Express

A National Passenger Survey Spring 2009 train operating company report for First TransPennine...
Read more

NPS Spring 2009 – TOC report – Southeastern

A National Passenger Survey Spring 2009 train operating company report for Southeastern.
Read more

Research report – Welsh routes

In March 2008 Passenger Focus carried out a survey with 2632 passengers on four routes serving...
Read more

Research report – Welsh routes – Welsh translation –...

Ym mis Mawrth 2008 cynhaliodd Ffocws ar Deithwyr arolwg gyda 2632 o deithwyr ar bedwar llwybr sy?n...
Read more

Research report – Airedale route

In October 2008 Passenger Focus carried out a survey of over 750 passengers on the Airedale Route,...
Read more

Research report – Calder Valley route

In October 2008 Passenger Focus carried out a survey of over 760 passengers on the Calder Valley...
Read more

Designing the future: Passengers’ preferences for new national...

* * * Published April 2009 * * * The Intercity Express Programme (iep) is a government sponsored...
Read more

Passenger perceptions of personal security on the railways

Over the past four years the general trend has been one of improvement in passengers? satisfaction...
Read more

Employers’ business travel needs from rail

The latest National Passenger Survey (Autumn 2008) results for business passengers show that 84%...
Read more

Fares and Ticketing Study – Appendix B – Comparisons between...

In 2008 following continuing low passenger satisfaction with the value for money of rail tickets,...
Read more

Fares and Ticketing Study – Appendix A – Understanding drivers...

Passenger Focus wished to understand the drivers of satisfaction and drivers of dissatisfaction...
Read more

Fares and Ticketing Study

In recent years passenger satisfaction with value for money when travelling by train has lagged...
Read more

Fares and Ticketing Study – Appendix C – Regional commuter...

This paper sets out our analysis of rail commuter travel across Scotland, Wales and the nine...
Read more

National Passenger Survey Autumn 2008

The National Passenger Survey (NPS) provides a network-wide picture of customers? satisfaction with...
Read more

South Pennines Rail Partnership report – Reaching out in the South...

In June 2007 the South Pennines Rail Partnership (SPRP) undertook a project that would engage with...
Read more

Passenger needs during Thameslink Programme construction

This report is about the management of disruption to passenger journeys while the £5.5 billion...
Read more

Buying a ticket at the station

Passenger Focus national priorities research shows that reducing queuing times at stations is one...
Read more

Assisted Passenger Reservation Service – Mystery Shop (2008)

The Government and the rail industry are investing significantly to enable disabled passengers to...
Read more

Thameslink Rolling Stock Qualitative Research

This report is about what passengers want from the £5.5 billion Thameslink project. The scheme...
Read more

Passenger Information – A vision

Information is an important element of a successful journey by train, in some cases information is...
Read more

A Bright Future for Community Rail Partnerships!

The Association of Community Rail Partnerships, in a joint project with Department for Transport...
Read more

National Passenger Survey Spring 2008

The National Passenger Survey (NPS) provides a networkwide picture of customers? satisfaction with...
Read more

Ticket queuing times at major rail stations

The ever-growing number of people using rail means that the ease of purchasing a ticket is...
Read more

Passenger Information – What, when, where and how? Report by the...

The Rail Passengers Council (RPC) commissioned this study on behalf of the rail industry in order...
Read more

Watford-Gatwick passenger surveys – joint report with Royal Borough...

The West London Line (WLL) through Olympia has seen tremendous patronage growth since Connex first...
Read more

Ticketing for the future? Research into ticketing technology

Passengers want to be able to buy a ticket quickly and easily. However, Passenger Focus research...
Read more

National Passenger Survey Autumn 2007

The National Passenger Survey (NPS) provides a network-wide picture of customers? satisfaction with...
Read more

Southern Railway Mystery Shopping Survey

Passenger Focus commissioned independent market research agency FDS International Ltd to undertake...
Read more

Passenger priorities for improvements – Rail services in Scotland

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst rail passengers in...
Read more

Passengers’ priorities for improvements – Summary

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
Read more

Passengers’ priorities for improvements – Environmental issues

The environment now leads the political agenda as an issue which increasingly impacts on public...
Read more

Rail passengers’ priorities for improvements – Qualitative...

With billions of pounds being invested in rail, it is vital that the industry has confidence that...
Read more

Fare Structure? Research by Outlook Research for Passenger Focus

This research was commissioned by Passenger Focus to gauge passenger views and attitudes towards...
Read more

Passengers’ Priorities for improvements in rail services – MVA

Passenger Focus commissioned MVA Consultancy to undertake a national survey of rail passengers, to...
Read more

Passenger experience of delay

The current measure of railway punctuality is PPM. This measures the performance of individual...
Read more

Passenger Focus report to Cheshire County Council on access requirements...

The purpose of this report is to present the case for improvements to the accessibility of Crewe...
Read more

Passenger requirements during resignalling disruption

This publication gives the findings of research commissioned by Passenger Focus amongst passengers...
Read more

National Passenger Survey – Spring 2007

The National Passenger Survey (NPS) provides a network-wide picture of customers? satisfaction with...
Read more

The Pennine Class 185 experience – What do passengers think?

The Pennine Class 185 trains were introduced to passengers travelling on First TransPennine Express...
Read more

Changing trains – what will New Cross Country passengers need? Final...

In order to establish the extent to which passengers would be affected by the Department for...
Read more

Passenger experiences of overcrowding on routes in the Bristol area

This report summarises the journey experience of 17 commuters who kept daily records of their...
Read more

Getting to the station – Summary of research conducted in the East...

Getting to and from the station is an integral part of travelling by train. As part of its input to...
Read more

Getting to the station – Findings of research conducted at Grays

Getting to and from the station is an integral part of travelling by train. As part of its input to...
Read more

Getting to the station – Findings of research conducted at Witham

Getting to and from the station is an integral part of travelling by train. As part of its input to...
Read more

Getting to the station – Findings of research conducted in the East...

Getting to and from the station is an integral part of travelling by train. As part of its input to...
Read more

Getting to the station – Findings of research conducted at Royston

Getting to and from the station is an integral part of travelling by train. As part of its input to...
Read more

Getting to the station – Findings of research conducted at Harlow...

Getting to and from the station is an integral part of travelling by train. As part of its input to...
Read more

Mystery shop of rail ticketing retailing – On-train report

Passenger Focus commissioned Continental Research to carry out a mystery shopping programme to...
Read more

Mystery shop of rail ticketing retailing – Online report

Passenger Focus undertook a mystery shopping programme to review the performance of a number of...
Read more

Mystery shop of rail ticketing retailing – Ticket machine report

As part of Passengers Focus remit to monitor and improve rail travel services to passengers a...
Read more

Mystery shop of rail ticketing retailing – Ticket office report

Passenger Focus commissioned Continental Research to carry out a mystery shopping programme to...
Read more

Mystery shop of rail ticketing retailing – Telesales report

Passenger Focus commissioned Continental Research to carry out a mystery shopping programme to...
Read more

Mystery shop of rail ticketing retailing – Summary

The latest results of the Passenger Focus National Passenger Survey indicate that almost one in...
Read more

Passenger Focus report to Cheshire County Council on access requirements...

The purpose of this report is to present the case for improvements to the accessibility of Chester...
Read more

National Passenger Survey – Autumn 2006 results

The National Passenger Survey (NPS) provides a network-wide picture of passengers’ satisfaction...
Read more

First Capital Connect – evening peak ticket restrictions research

This research looks into evening restrictions affecting passengers imposed by First Capital Connect.
Read more

Edge of morning peak travel – Research findings prepared for...

A report prepared by Consolidated Communications for Passenger Focus about peak travel times.
Read more

Passenger requirements of rail fares – quantitative research by...

The broad objective of this research is to find out how passengers view current fare levels and...
Read more

Findings of a review of the National Passenger Survey by Roberts-Miller...

This document explores the findings of the National Passenger Survey.
Read more

National Passenger Survey opportunity to tender – pre-qualification...

The purpose of this questionnaire is to assist Passenger Focus in deciding which suppliers to...
Read more

National Passenger Survey – Detailed technical survey overview...

This document provides a technical overview of ticket buying facilities, train times, cleanliness...
Read more

National Passenger Survey – Detailed technical survey overview...

The National Passenger Survey questionnaire helps Passenger Focus represent the views of rail...
Read more

National Passenger Survey – Detailed technical survey overview...

This document details journey purpose definitions.
Read more

National Passenger Survey – Detailed technical survey overview...

National Passenger Survey in Welsh.
Read more

National Passenger Survey – user guide

This document provides guidance on how to use National Passenger Survey data and outlines the types...
Read more

National Passenger Survey – Detailed technical survey overview...

National Passenger Survey (NPS) Detailed technical survey overview Appendix D sampling plan. This...
Read more

National Passenger Survey – Detailed technical survey overview...

National Passenger Survey (NPS) Detailed technical survey overview Appendix D sampling plan. This...
Read more

National Passenger Survey – Detailed technical survey overview

This document outlines the methodology used in the Spring 2006 National Passenger Survey which...
Read more

National Passenger Survey – Detailed technical survey overview...

National Passenger Survey Detailed technical survey overview Appendix F main survey weighting...
Read more

Passengers’ requirements of rail fares – quantitative research...

In March 2006, Passenger Focus commissioned an independent research agency to carry out 14...
Read more

Light at the end of the tunnel? The impact of Chiltern Railways’...

This report seeks to identify how Chiltern Railways dealt with the serious challenge on the night...
Read more

National Passenger Survey – Spring 2006 wave

The National Passenger Survey (NPS) provides a network-wide picture of passengers’ satisfaction...
Read more

Passenger research findings – Ipswich to Lowestoft and Ipswich to...

In December 2004 a new train timetable was introduced on the Ipswich to Lowestoft (East Suffolk)...
Read more

Passenger requirements of rail fares – Qualitative research report...

This research was commissioned by Passenger Focus to find out about passengers views and attitudes...
Read more

Summary of passenger views from Passenger Focus snapshot survey at...

This snapshot survey was conducted by Passenger Focus as part of activities to profile the newly...
Read more

Passenger requirements of rail fares – Value for money by ticket

Value for money rating by ticket used for travel (National Rail Passenger Survey, Autumn 2005,...
Read more

Passenger requirements of rail fares – Qualitative research summary

To explore passenger awareness and views on the range of tickets available, determine what...
Read more

Making rail accessible for all – A report by the Association of...

In December 2005, the Association of Community Rail Partnerships was commissioned by what was then...
Read more

Brighton mainline Route Utilisation Strategy postcard questionnaire...

This paper is issued by London TravelWatch and Passenger Focus to show how the principles of the...
Read more

What passengers want from stations – A report by the Rail Passengers...

Stations are the gateway to the rail network for all passengers – and many passengers are...
Read more

National Passenger Survey – Autumn 2005 wave

The National Passenger Survey (NPS) provides a network-wide picture of passengers? satisfaction...
Read more
Transport Focus
  • GB
Working in partnership with London TravelWatch
Quick links
Diversity and inclusionOur peopleWork for us
  • GB
Data and insight
Data hubOur insightAll publications
News and updates
NewsletterBlogRailway 200
Connect
Contact including the Press OfficeTwitterLinkedIn
Privacy policyCookiesAccessibility
We are using cookies to give you the best experience on our site. By continuing to use our website without changing the settings, you are agreeing to our use of cookies.     Manage cookie settings
Accept cookies
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
CookieDurationDescription
__RequestVerificationTokensessionThis is an anti-forgery cookie used for preventing cross site request forgery attacks.
cookielawinfo-checkbox-advertisement1 yearSet by the GDPR Cookie Consent plugin, this cookie is used to record the user consent for the cookies in the "Advertisement" category .
cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
csrftoken1 yearUsed to help protect the website against Cross-Site Request Forgery attacks
JSESSIONIDpastGeneral purpose platform session cookies that are used to maintain users' state across page requests.
MS030 minutesThis cookie is set by Microsoft to identify a particular session.
MSFPC1 yearThis cookie is set by Microsoft to recognize unique web browsers that visit Microsoft sites. It is used for advertising, site analytics, and other operational purposes.
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
CookieDurationDescription
_ga2 yearsThe _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.
_gat_gtag_UA_2339728_11 minuteThis cookie is set by Google and is used to distinguish users.
_gid1 dayInstalled by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.
_session_id3 daysThe cookie is used for storing information about the user session with a unique session ID. It stores the information like referrer, landing page etc.
CONSENT16 years 3 months 24 days 10 hoursThese cookies are set via embedded youtube-videos. They register anonymous statistical data on for example how many times the video is displayed and what settings are used for playback.No sensitive data is collected unless you log in to your google account, in that case your choices are linked with your account, for example if you click “like” on a video.
Google Analytics
vuid2 yearsVimeo installs this cookie to collect tracking information by setting a unique ID to embed videos to the website.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
CookieDurationDescription
__putma20 yearsNo description available.
_ptref1 dayNo description available.
_vizia_sessionsessionNo description
CX_4019212031 yearNo description
CX_4019221161 yearNo description
DcLcid3 monthsNo description available.
ep20130 minutesThis cookie is set by the provider Surveymonkey. This cookie is used for statistical analysis and website optmization. It gathers information on user's interaction with the SurveyMonkey- Widget on thewebsite.
ep2033 monthsNo description available.
FormsWebSessionId1 monthNo description
glassbox-session-id30 minutesNo description available.
MC11 yearNo description available.
SMsessionNo description available.
smcx_0_last_shown_atsessionNo description available.
SRM_B1 year 24 daysNo description available.
undefinedneverNo description available.
usenewauthrollout1 monthNo description
Save & Accept