The story so far
2025 - 2026

Rail customer community

1. Customer service on the railway

Question	Data Set	Download
All	Customer service on the railway (all data)	.ZIP
	Centralising delay repay & customer care	.PDF
	Contact centre	.PDF
	Customer service	.PDF
	Customer service standards	.PDF

2. When things go wrong on the railway

Question	Data Set	Download
All	When things go wrong on the railway (all data)
	Discomfort and anti social behaviour
	Compensation	.PDF
	Harmonising disruption	.PDF
	Disruption	.PDF
	Disruption handling standards	.PDF

3. Shaping overall customer experience - stations

Question	Data Set	Download
All	Shaping overall customer experience - stations (all data)	.ZIP
	Experience at stations - safety & facilities	.PDF
	Experience at stations - staff	.PDF
	Experience at stations - get around	.PDF
	Experience at stations - overview	.PDF

4. Shaping overall customer experience - on board

Question	Data Set	Download
All	Shaping overall customer experience - on board (all data)	.ZIP
	Experience on board - environment	.PDF
	Experience on board - facilities	.PDF
	Experience on board - staff	.PDF
	Experience on board - overvoew	.PDF

5. Shaping overall customer experience - the railways promises

Question	Data Set	Download
	Promises	.PDF

6. Revenue protection

Question	Data Set	Download
	Revenue protection	.PDF

7. Planning and paying for journeys

Question	Data Set	Download
All	Planning and paying for journeys (all data)	.ZIP
	Ticket retail	.PDF
	Planning & paying for travel	.PDF
	PAYG exploration	.PDF
	Ticketing for VFM	.PDF
	Pay & fulfilment methods	.PDF
	New fares model	.PDF

8. Integrating rail and other transport

Question	Data Set	Download
	Integrating rail and other transport	.PDF

9. GBR and the future of rail

Question	Data Set	Download
	GBR and the future of rail (all data)	.ZIP
	Future of rail	.PDF
	Passenger focussed investing	.PDF

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