National Passenger Survey – Autumn 2012 – NPS – Main Report

29 January 2013

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of passenger journeys. Passengers’ overall satisfaction, overall satisfaction with the station and train, and satisfaction with 32 specific aspects of service can therefore be compared over time.

The main fieldwork took place between 1 September and 12 November 2012. Top-up shifts were done within the last three weeks of the fieldwork period.

This document contains passenger ratings of their journey for each individual train operating company (TOC) in chapter 3. Ratings are also provided for each sector i.e. London and the South East, long distance, and regional operators (chapter 2). We also include some tables showing passenger ratings for certain specific aspects of service for all TOCs on one page (in chapter 3), and results for routes within TOCs (chapter 4). Chapter 5 shows national results by journey purpose, age and gender. Passengers’ ratings are also summarised nationally by totalling results for all TOCs across Great Britain (chapter 2).

From Autumn 2010, in order to accommodate some new tables, the trend charts previously shown in this report are now included in the summary report, whilst Network Rail station results are shown in the stations report (including an increased sample size to make the results more representative for those stations). These reports, along with all main NPS reports produced, are available on the Passenger Focus website or by email on request.

Other NPS analysis is also available and readily accessible, including through our on-line system Reportal.