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National Rail Passenger Survey

National Rail Passenger Survey

Transport User Voice: January 2022

Read a round-up of our 2021 wins across road, rail and bus. Our chief exec talks about some of the...
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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...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...
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Measuring passenger satisfaction and mystery shopping on Greater Anglia

Transport Focus and its agency measured customer experience on Greater Anglia between April and...
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Action plan for NRPS

The Office for Statistics Regulation published its report following an assessment of the National...
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Unreliable trains sap passenger satisfaction

Dire performance continues for many as passengers in some areas still can’t rely on their train...
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Signs of improvement for rail passengers in Scotland

Rail passengers in Scotland have recorded one of the biggest improvements in rail satisfaction...
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Rail passengers in Wales say ‘much of the same’

The independent watchdog has warned that Welsh rail passengers are among the least satisfied in...
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Satisfaction with rail at all-time low in West Midlands

West Midlands passengers registered disapproval with recent ‘awful’ performance, as rail...
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Satisfaction with rail near all-time low in the north

Rail passengers in the north are reporting the lowest satisfaction since surveys began after...
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Satisfaction with rail still at an all-time low for South Western Railway...

Delay and strike-blighted South Western Railway passengers continue to report the lowest...
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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...
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Better reliability and new trains improving overall satisfaction with the...

Overall passenger satisfaction with the railway rose nationally to 83 per cent in spring 2019 - up...
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Better punctuality and new trains improving overall satisfaction with...

Overall passenger satisfaction with ScotRail services rose to 85 per cent in  spring 2019 - up...
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Rail passenger satisfaction at lowest level for a decade

Passenger satisfaction with rail services has fallen to a 10-year low. In the latest survey,...
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ScotRail passenger satisfaction at lowest level for 16 years

Overall passenger satisfaction with ScotRail services has fallen to a 16-year low*. In the latest...
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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)...
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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.
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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.
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Appointment of Rail Ombudsman to rule on passenger complaints

Following the announcement that Dispute Resolution Ombudsman has been appointed to run the new Rail...
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Annual report out now

What have we done to help transport users? Transport Focus is a consumer organisation – a...
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Annual report and accounts 2017-18

Transport Focus's Annual Report and Accounts was laid before Parliament on 12 July 2018.
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Transport User Voice newsletter – out now

The July 2018 issue of Transport User Voice is out now. Click here to read more on: ...
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Storms and weak performance buffet rail passenger satisfaction

Earlier this year rail passengers battled the ‘Beast from the East’ and Storm Emma – our...
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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...
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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...
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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)...
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Storms and weak performance buffet rail passenger satisfaction

A perfect storm – passengers have been buffeted by extreme weather and timetable...
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East Coast rail franchise – Transport Focus response to latest update

This afternoon Secretary of State for Transport Chris Grayling said that the current East Coast...
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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)...
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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...
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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...
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Southeastern’s Stakeholder Forum

Linda McCord, senior stakeholder manager at Transport Focus, will be presenting South Eastern's...
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What’s next? Update to our Insight Plan

Want to know what we're currently working on or about to publish? Our Insight Plan sets out what...
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Transport User Voice – Rail passengers see fragile green shoots of...

Rail passengers in London and the South East are more satisfied with their railway journeys after a...
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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)...
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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...
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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...
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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...
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National Rail Passenger Survey – NRPS – Spring 2017 – Full Report

The Full Report was formerly called the Summary Report.
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Rail passengers see fragile green shoots of recovery

Rail passengers in London and the South East are more satisfied with their railway journeys after a...
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Official statistic: National Rail Passenger Survey Spring 2017 results

The latest rail passenger satisfaction figures from the independent watchdog, Transport Focus, are...
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Transport User Voice – new issue out today

The February 2017 issue of Transport User Voice is out now. Click here to read more on: ...
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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...
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National Rail Passenger Survey (NRPS) – analysis of peak and...

This contains analysis of the National Rail Passenger Survey Autumn 2016 data looking at peak and...
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National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey for...
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National Rail Passenger Survey (NRPS) at a glance – Arriva Trains Wales...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction Survey for...
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National Rail Passenger Survey (NRPS) at a glance – ScotRail – Autumn...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction Survey for...
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