National Rail Passenger Survey – NRPS – Spring 2014 – Main Report

25 June 2014

The National Rail Passenger Survey (NRPS) 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 33 specific aspects of service can therefore be compared over time.

Main fieldwork took place between 2 February and 13 April 2014. 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 three. Ratings are also provided for each sector i.e. London and the South East, long-distance, and regional operators (chapter two). We also include some tables showing passenger ratings for certain specific aspects of service for all TOCs on one page (chapter three), and results for routes within TOCs (chapter four). Chapter five 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 two).

From Autumn 2010, in order to accommodate some new tables, the trend charts previously shown in this report are now included in the full 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 NRPS reports produced, are available on the Passenger Focus website or by email on request. More analysis for each train company can be found in ‘At-a- glance’ guides which are available for each train company and for Great Britain on the Passenger Focus website. Other NRPS analysis is also available and readily accessible. Detailed analysis for the last six waves is available through our on-line system Reportal and summary data (including 10 waves of trend data) is available through our open data tool which can be accessed via the following link: https://www.transportfocus.org.uk/our-open-data

From Autumn 2013 wave the ‘National Passenger Survey’ was renamed the ‘National Rail Passenger Survey’. There have been no changes to the way the survey is carried out.