Rail Customer Experience Survey
October 2025 - March 2026

Full data sets

Download the survey results below. This is the first release of the new RCXS Official Statistics in Development. If you have any feedback or queries on these statistics, please email RCXSStatistics@transportfocus.org.uk.

Read the full Official Statistics report for an overview of the latest trends.

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1. Overall experience

Question Data Set Download
All Overall experience (all data) .ZIP
57 Satisfaction overall .XLSX
58 Satisfaction with punctuality .XLSX
58 Satisfaction with frequency .XLSX
58 Satisfaction with value for money .XLSX
60 Likelihood to repeat journey .XLSX
58a Trust in rail industry overall .XLSX
8 Likelihood to recommend NPS .XLSX

2. Planning your journey

Question Data Set Download
All Planning your journey (all data) .ZIP
11 Accessed info prior to going to station .XLSX
12 Where accessed info at station .XLSX
13 Which website used for info .XLSX
14 Which app used for info .XLSX
15 Ease of finding info for planning journey .XLSX

3. Assisted travel

Question Data Set Download
All Assisted travel (all) .ZIP
18 Assisted travel needs .XLSX
18b Who had assisted travel needs .XLSX
19 Whether asked for assistance .XLSX
20 How booked assistance .XLSX
21 Stage of journey assistance needed .XLSX
22 Whether got assistance needed .XLSX
23 Stage of journey assistance needed not provided .XLSX
24 Satisfaction with assistance .XLSX

4. Buying your ticket

Question Data Set Download
All Buying your ticket (all data) .ZIP
25 Use of railcard or discount and type used .XLSX
25b Whether used a split ticket .XLSX
27 How bought ticket .XLSX
28 Which website used for purchase .XLSX
29 Which app used for purchase .XLSX
30 Station ticket was purchased .XLSX
31 How long before travel purchased ticket .XLSX
32 How accessed ticket .XLSX
33 Whether seat reservation .XLSX
34 (all) Perceived ease of purchase aspects (all data) .ZIP
34 Ease of finding cheapest ticket .XLSX
34 Ease of understanding validity .XLSX
34 Ease of understanding ticket type .XLSX
34 Ease of booking seats .XLSX
34 East of accessing ticket .XLSX
35 Satisfaction with purchase experience .XLSX
27a Whether employer paid for ticket .XLSX

5. At the station

Question Data Set Download
All At the station (all data) .ZIP
36 How got to departure station .XLSX
37a What did they do while at station .XLSX
37b Wanted to do at station but could not .XLSX
38 (all) Satisfaction with station experience .ZIP
38 Satisfaction with station cleanliness .XLSX
38 Satisfaction with personal safety at station .XLSX
38 Satisfaction with ease of access at station .XLSX
38 Satisfaction with staff availability at station .XLSX
38 Satisfaction with signage at station .XLSX
38 Satisfaction with ease of boarding .XLSX
38 Satisfaction with shelter area at station .XLSX
38 Satisfaction with toilet facilities at station .XLSX
38 Satisfaction with Wi-Fi at station .XLSX
38 Satisfaction with seating at station .XLSX
38 Satisfaction with station food, drink and retail .XLSX
38 Satisfaction with staff help at station .XLSX
39 Actions at station to get info .XLSX
40 Satisfaction with station info .XLSX
41 Satisfaction with departure station overall .XLSX
41 Satisfaction with each departure station overall .XLSX

6. On the train

Question Data Set Download
All On the train (all data) .ZIP
42 On-board travel class .XLSX
44a What did while on train .XLSX
44b What wanted to do on train but could not .XLSX
45 Whether got seat onboard .XLSX
46 (all) Satisfaction with onboard experience .ZIP
46 Satisfaction with crowding onboard .XLSX
46 Satisfaction with personal safety onboard .XLSX
46 Satisfaction with cleanliness onboard .XLSX
46 Satisfaction with staff availability onboard .XLSX
46 Satisfaction with seat comfort onboard .XLSX
46 Satisfaction with storage space onboard .XLSX
46 Satisfaction with Wi-Fi onboard .XLSX
46 Satisfaction with toilet facilities onboard .XLSX
46 Satisfaction with staff help onboard .XLSX
47 Actions onboard to get info about journey .XLSX
48 Satisfaction with onboard info .XLSX
49 Satisfaction with train overall .XLSX

7. Delays

Question Data Set Download
All Delays (all data) .ZIP
50 Whether delayed .XLSX
51 Awareness of delays or cancellations prior to journey .XLSX
52 Customers reported delay time .XLSX
53 Whether delay had an impact .XLSX
54 Missed assistance due to delay .XLSX
56(all) Satisfaction with aspects of delays .ZIP
56 Satisfaction with ease of finding info about delay .XLSX
56 Satisfaction with length of time to deal with delay .XLSX
56 Satisfaction with how info was provided about delay .XLSX
56 Satisfaction with how clearly reason for delay was explained .XLSX
56 Satisfaction with accuracy of info about delay .XLSX
56 Satisfaction with usefulness of info about delay .XLSX
56 Satisfaction with info about alternative routes due to delay .XLSX
56 Satisfaction with help from staff during delay .XLSX
56 Satisfaction with how delay was handled overall .XLSX
50-52 Whether delays and delay length .XLSX

8. Demographics

Question Data Set Download
All Demographics (all data) .ZIP
1 Age of user .XLSX
2 Gender of user .XLSX
65 Main working status of user .XLSX
64 Ethnicity of user .XLSX
2b Whether have health conditions or illnesses .XLSX
2e Whether health condition affects their day-to-day activities .XLSX
2c Whether health condition affects their ability to travel by train .XLSX

9. Journey details

Question Data Set Download
All Journey details (all data) .ZIP
59 Whether other modes of transport available for journey .XLSX
9 Reason for journey .XLSX
10 Frequency travelling same route for same reason .XLSX
16 Who travelled with .XLSX
17 What travelled with .XLSX

10. Summary tables

Question Data Set Download
All Summary tables (all data) .ZIP
Summary of ratings .XLSX
Summary of ratings by sub-groups .XLSX

11. Sample profiles

Question Data Set Download
All Sample profies (all data) .ZIP
Weighted sample profiles .XLSX
Unweighted sample profiles .XLSX