National Rail Passenger Survey CrossCountry TOC Report Spring 2020 (Wave 42)
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National Rail Passenger Survey
CrossCountry TOC Report
Spring 2020 (Wave 42)
Contacts:
David Greeno Alexis Goodson
Transport Focus Watermelon Research
Fleetbank House 2nd Floor, Francis House,
2-6 Salisbury Square Francis Street,
London, EC4Y 8JX London SW1P 1DH
Tel: 0300 123 0837 Tel: 07803 115801
Email: david.greeno@transportfocus.org.uk Email: agoodson@watermelonresearch.com
Contents
1 Introduction 5 Weekday/weekend satisfaction
1.1 Methodology 2 5.1 Weekday/weekend satisfaction for CrossCountry 31
1.2 Issues affecting fieldwork 3 5.2 Weekday/weekend satisfaction for Long Distance 32
2 Key results 6 Passenger experience with service
2.1 Overall satisfaction and station factor results for CrossCountry 5 6.1 Passenger experience of delays 33
2.2 Train factor results for CrossCountry 7
2.3 Overall satisfaction and station factor results for Long Distance 9
7 Sample profile
2.4 Train factor results for Long Distance 11
2.5 CrossCountry versus Long Distance performance 13 7.1 Sample profile for CrossCountry versus Long Distance 34
2.6 Results by route for CrossCountry 14 7.2 Station sample sizes for CrossCountry 36
7.3 Weighted sample composition for all TOCs 37
3 Passenger satisfaction trend charts
7.4 Unweighted sample composition for all TOCs 38
3.1 Overall satisfaction and station factor results for CrossCountry 15
8 Technical appendix
3.2 Train factor results for CrossCountry 22
8.1 Standard reports produced for NRPS 39
4 Managed versus non-managed stations
8.2 Rail sectors 40
Network Rail categorisation and station factor results for
4.1 30 8.3 How routes are defined 41
CrossCountry
11 1.1 Methodology 1.28
Questionnaires are normally handed out at stations to customers about to board a train. A reply paid envelope is provided for returning
questionnaires.
Each Train Operating Company (TOC) is sampled separately. Interviewers are given a number of questionnaires to hand out at a
station. At Gatwick and Heathrow Airports and for some shifts at certain London termini and other large stations, questionnaires are handed out to
passengers of a specific TOC.
From Autumn 2003 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these were
also targeted). The number of questionnaires handed out will depend on:
- the size of station
- time of day
- length of shift.
TOC data is compiled to provide a national sample.
Fieldwork takes place each Spring (February/March) and Autumn (September/October); until Spring 2003 fieldwork duration was 3 weeks. In
Autumn 2003, fieldwork was extended to an 11 week period, from 26 August to 9 November, to provide a better representation of journeys.
Quotas for returned questionnaires are set overall and by weekday/weekend, journey purpose and station size. All data for a TOC in this
Report is weighted up to the number of passenger journeys annually on the TOC and the profile of those journeys by:
- weekday/weekend
- journey purpose (Commuter, Business, Leisure)
- station size (this profile is applied for each TOC building block).
The data for number of journeys and profiles by these variables was generated from ORR data (2012-13), and informed by ticket sales information
and some consultation with TOCs.
The stations for each TOC were stratified by number of passengers and a number of stations in each size stratum is sampled. This
sample design and weighting ensures that data is representative of all passenger journeys made on each TOC. National results are
constructed by combining data for all TOCs together, weighting by number of journeys.
From Autumn 2007 standard region definitions have been used replacing older rail regions. Analysis for the old regions is available on
request. For more details of NRPS methodology, visit www.transportfocus.org.uk
From Spring 2017, passengers were also offered the choice of completing the questionnaire online.
1.1 Methodology 21 1.2 Issues affecting
1.28 fieldwork
Spring 2020 (Wave 42)
Spring 2020 (wave 42) main fieldwork was undertaken between 27 January and 16 March 2020. Fieldwork was due to continue up to 5 April 2020, but due to the
impact of the Coronavirus (COVID-19) and changing Government guidelines, it was necessary to halt NRPS shifts early in the 8th week of fieldwork. No further
interviewing shifts were done after the 16 March as Government guidelines stopped all non-essential contact and all unnecessary travel.
In the 2-3 weeks prior to 16 March a large number of shifts were also cancelled by the interviewing team due to numerous interviewers being considered in the at
risk category and also some not wishing to work as a precaution. The impact of the COVID-19 virus resulted in 620 planned interviewing shifts not being completed in
Spring 2020.
On the 29 February the Northern train company (operated by Arriva Rail North) lost their franchise, and changed to being a publicly owned train operating company
from 1 March called Northern Trains. Results for Northern in this report include results for Northern and Northern Trains combined.
Due to a freight train derailment on 23 January that badly damaged track and lineside equipment, there was no train services between Barking and South Tottenham
for several weeks. A few NRPS shifts were cancelled and moved to a later date.
During fieldwork there was some periods of adverse weather. In early February Storm Ciara had an impact on a number of shifts with some having to be cancelled or
achieving a low number of interviews. Then in mid-February Storm Dennis impacted the South West of the UK particularly, resulting in numerous train cancellations
and delays (with some station and line closures). Several NRPS shifts had to be cancelled and rescheduled.
Shifts were aborted if a station only had a replacement bus service. As previously, where a station was still open and served several TOCs, we continued with our
intended shift as planned. We were able to distribute questionnaires to passengers on those TOCs still operating a service.
Field workers were told not to offer questionnaires to passengers boarding a replacement bus service and all completed questionnaires relating to journeys
undertaken wholly or partly by bus were excluded from the final analysis and reporting of results. There is a question which gathers this data on the front page of the
questionnaire, making such exclusions very straightforward.
We recognise that some journeys are not covered by this survey, mainly because it does not include rail replacement bus services, but this only has a limited effect
on the results.
Autumn 2019 (Wave 41)
Fieldwork for Wave 41 (including boosts) was undertaken between 2 September and 10 November 2019.
During fieldwork there were some periods of adverse weather, however these only had a limited impact on fieldwork. The worst period of disruption was in the final
two weeks when parts of the country suffered very heavy rainfall and flooding.
Weekend fieldwork was affected by extensive engineering works and line closures on some weekends, including on South Western Railway, London Overground and
Southeastern. Shifts were rescheduled where possible.
Other planned and unplanned engineering works again meant that some shifts were also rescheduled. Shifts were only rescheduled if the station was closed as a
result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned.
1.2 Issues affecting fieldwork 31 1.2 Issues affecting
1.28 fieldwork
Spring 2019 (Wave 40)
Fieldwork for Wave 40 (including boosts) was undertaken between 4 February and 14 April 2019.
During fieldwork there were some periods of adverse weather, however these only had a limited impact on fieldwork.
Weekend fieldwork was affected by extensive engineering works and line closures on some weekends, including on TfL Rail (East) and Gatwick Express. Shifts were
rescheduled if possible.
Grand Central results for Spring 2019 have probably been affected by engineering works on the East Coast mainline during weekend fieldwork.
Other planned and unplanned engineering works again meant that some shifts were also rescheduled. Shifts were only rescheduled if the station was closed as a result of
the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned.
Autumn 2018 (Wave 39)
FiFieldwork for Wave 39 (including boosts) was undertaken between the 1st September and 16th November. For most TOCs fieldwork finished on the 9th November, but
for a small number of TOCs (TfL Rail, South Western Railway and c2c) fieldwork continued up to the 16th November to allow extra time to do boost shifts (including that
were postponed due to strikes on South Western Railway). Fieldwork on Arriva Trains Wales only took place up to 13th October (as the franchise was rebranded/under new
ownership from 14th October).
During fieldwork there were several days of industrial action on Northern and South Western Railway TOCs (especially on Saturdays). This meant that a number of shifts
had to be moved as there was no train service running. South Western Railway also experienced four days of strikes on weekdays over the October half-term period. There
were two strikes on the Piccadilly Line on the London Underground which meant that a few shifts on TfL Rail had to be moved - because of concerns over interviewer
safety and effectiveness, and because some services were atypically busy.
During September and October parts of the country were affected by storms Ali, Bronagh & Callum. Storm Ali closed a number of large stations in Scotland which led to a
small number of shifts having to be reallocated to another day. Storms Bronagh and Callum had a limited effect on fieldwork.
Planned and unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station
was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned.
1.2 Issues affecting fieldwork 4At 95% confidence level:
2 2.1 Overall satisfaction with your journey and station factors + significant increase
- significant decrease
% satisfied/good
Satisfaction results for
CrossCountry Spring 2020 Spring 2019
Overall satisfaction with the
1 1 85 86
journey
5 9 44 41
(867)
Overall satisfaction with the 89 86
station 02 9 46 43
2
(922)
Ticket buying facilities
3 02 8 42 49 90 + 85
(388)
Provision of information about
4 02 7 38 53 91 89
train times/platforms
(908)
Upkeep/repair of the station
buildings/platforms5 1 5 13 51 31 81 80
(902)
Cleanliness
(895) 1 3 12 50 35
6 84 84
Toilet facilities at the station
7 5 13 14 39 28 67 63
(619)
Attitudes and helpfulness of the
staff 1 2 10 35 52
8 86 87
(655)
Connections with other forms of
9 2 7 8 39 44 83 80
public transport
(530)
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
2.1 Overall satisfaction with your journey and station factors 5At 95% confidence level:
2 2.1 Station factors (cont'd) + significant increase
- significant decrease
% satisfied/good
Satisfaction results for
CrossCountry Spring 2020 Spring 2019
C38
.
Facilities for car parking
Rati
(275)
12 11 14 34 29 63 59
n…
C12
01.
Facilities for bicycle parking
Rati
(178)
5 6 24 27 38 65 65
n…
C39
.
Overall environment +
Rati 0 3
(908)
11 54 32 85 81
n…
C70
Your personal security whilst
2.
Rati 01
using the station 16 45 38 83 80
(825)
n…
C10
03.
Availability of staff at the station
Rati 2
(745) 5 17 41 36 77 75
n…
C27
01.
Shelter facilities
Rati 1
(767)
9 13 48 29 77 76
n…
C27
Availability of seating
02.
Rati 3
(848) 18 17 40 22 62 62
n…
C42
How request to station staff was
.
handled 02 3
Ove 21 74 95 94
(201)
ra…
C28
01.
Choice of shops/eating/drinking
Rati 5 13 15 39 27 66 63
facilities available
n…
(771)
C35
01.
Availability of Wi-Fi
Rati 15 14 18 33 20 53 51
(352)
n…
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
2.1 Station factors (cont'd) 6At 95% confidence level:
2 2.2 Train factors + significant increase
- significant decrease
% satisfied/good
Satisfaction results for
CrossCountry Spring 2020 Spring 2019
C27
03.
Overall satisfaction with the train
Ove 1
(888)
6 11 51 31 82 80
ra…
C43
Frequency of the trains on that
.
Sati 2
route 6 7 46 38 84 86
(855)
sf…
C44
Punctuality/reliability (i.e. the train
.
arriving/departing on time) 5 7 8 30 50 80 - 86
Sati
(881)
sf…
C45
Length of time the journey was
.
Sati 2
scheduled to take (speed) 5 7 36 50 86 89
(872)
sf…
C46
Connections with other train
.
services
Sati 4 5 14 40 37 77 81
(515)
sf…
C47
Value for money of the price. of
your ticket
Sati 11 18 18 33 20 53 54
(858)
sf…
C49
Upkeep and repair of the train
.
Rati 2
(882) 10 14 52 22 74 75
n…
C50
Provision of information during
.
the journey 1
Rati 5 16 46 32 77 78
(839)
n…
C51
.
Helpfulness and attitude of staff
Rati 1 2 15 40 42 81 82
on train
n…
(629)
C52
.
Space for luggage
Rati 6 15 16 42 22 63 + 54
(723)
n…
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
2.2 Train factors 7At 95% confidence level:
2 2.2 Train factors (cont'd) + significant increase
- significant decrease
% satisfied/good
Satisfaction results for
CrossCountry Spring 2020 Spring 2019
C53
Toilet facilities
. 8 16 16 42 18 59 + 50
(431)
R…
C36
Comfort of the seats 70 68
70. 3 9 18 51 19
(852)
R…
Step or gap between the trainC36
and
52.
the platform 4 7 25 44 20 64 63
R…
(821)
C36
Your personal security on board
71. 11 16 48 35 83 81
(814)
R…
C90
Cleanliness of the inside
2. 3 7 12 51 27 77 78
(892)
R…
C90
Cleanliness of the outside
3. 2 7 19 50 22 72 72
(742)
R…
C10
Availability of staff on the train
04.
(730) 4 8 25 37 25 63 65
R…
C64
How well train company deals
. 6 14 26 34 21 54 54
with delays
R…
C19
Usefulness of information about
03.
the delay 10 11 20 35 24 59 56
R…
(297)
C36
Level of crowding
02. 11 9 14 34 33 66 63
(875)
S…
C37
Reliability of the internet
03.
connection 18 19 12 29 21 50 50
R…
(465)
C36
Availability of power sockets 66
04.
(543) 15 10 9 33 32 67
R…
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
2.2 Train factors (cont'd) 8At 95% confidence level:
2 2.3 Overall satisfaction with your journey and station factors + significant increase
- significant decrease
% satisfied/good
Satisfaction results for Long-distance* Spring 2020 Spring 2019
C71
Overall satisfaction with the
.
Ove 2
journey 5 8 43 41 84 - 87
(3403)
ra…
C23
Overall satisfaction with 01.
the 86 85
Ove 1 3
station
11 47 39
ra…
C31
Ticket buying facilities
.
Rati 1 3
(1546) 9 41 46 87 87
n…
C32
.
Provision of information about
Rati 12 6 40 51 91 90
train times/platforms
n…
C33
Upkeep/repair of the station
. 79 79
Rati 1
buildings/platforms 6 14 48 31
(3524)
n…
C34
.
Cleanliness 83 83
Rati 1 4 12 48 35
(3525)
n…
C36
01.
Toilet facilities at the station
Rati 6 12 16 40 26 66 + 62
(2427)
n…
C36
.
the 1 3
Attitudes and helpfulness ofRati 12 36 48 84 84
staff
n…
C37
Connections with other forms .of
public transport
Rati 3 6 9 40 43 82 81
(2370)
n…
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
*Excludes non-franchised train operating companies.
2.3 Overall satisfaction with your journey and station factors 9At 95% confidence level:
2 2.3 Station factors (cont'd) + significant increase
- significant decrease
% satisfied/good
Satisfaction results for Long-distance* Spring 2020 Spring 2019
C38
Facilities for car parking
.
(1070)
Rati 12 13 16 32 27 59 55
n…
C12
01.
Facilities for bicycle parking
Rati 4 6 22 37 31 68 67
(671)
n…
C39
.
Overall environment
Rati 1 4 13 52 30 82 81
(3552)
n…
C70
Your personal security whilst
2.
Rati 02
using the station 18 45 35 80 79
n…
C10
03.
Availability of staff at the station
Rati 2 5 16 44 33 77 75
(2868)
n…
C27
Shelter facilities
01.
(2882)
Rati 3 8 15 42 32 74 - 77
n…
C27
Availability of seating
02.
(3325)
Rati 6 18 17 38 21 59 58
n…
C42
How request to station staff was
.
Ove 2 3
handled 4 18 73 91 91
(721)
ra…
C28
Choice of shops/eating/drinking
01.
facilities available
Rati 6 13 18 40 23 63 64
(3182)
n…
C35
01.
Availability of Wi-Fi
Rati 15 14 19 31 21 52 50
(1395)
n…
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
*Excludes non-franchised train operating companies.
2.3 Station factors (cont'd) 10At 95% confidence level:
2 2.4 Train factors + significant increase
- significant decrease
% satisfied/good
Satisfaction results for Long-distance* Spring 2020 Spring 2019
C27
Overall satisfaction with the train
03.
Ove 2
(3504) 5 11 49 33 81 83
ra…
C43
Frequency of the trains on that
.
route
Sati 3 7 8 45 37 82 83
(3396)
sf…
C44
Punctuality/reliability (i.e. the train
.
arriving/departing on time) 8 11 7 30 43 74 - 81
Sati
(3478)
sf…
C45
Length of time the journey was
.
4 7 37 49 -
Sati 2
scheduled to take (speed) 87 89
sf…
C46
.
Connections with other train
Sati 5 6 14 37 38 75 - 79
services
sf…
C47
Value for money of the price of
.
your ticket 10 18 17 33 22 55 56
Sati
(3382)
sf…
C49
Upkeep and repair of the train
.
Rati 2
(3479) 7 13 46 33 78 - 81
n…
C50
Provision of information during
.
Rati 1
the journey 5 14 43 37 80 80
(3343)
n…
C51
Helpfulness and attitude of staff
.
Rati 1 2
on train 14 39 44 83 82
(2464)
n…
C52
.
Space for luggage
Rati 6 13 15 41 25 66 + 62
(2909)
n…
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
*Excludes non-franchised train operating companies.
2.4 Train factors 11At 95% confidence level:
2 2.4 Train factors (cont'd) + significant increase
- significant decrease
% satisfied/good
Satisfaction results for Long-distance* Spring 2020 Spring 2019
C53
Toilet facilities 63 + 57
.
(1792) 7 13 18 41 22
R…
C36
Comfort of the seats 74 76
(3392) 3 7 16 49 25
70.
R…
C36
Step or gap between the train and
69 67
the platform 2 6 22 45 24
52.
R…
(3210)
C36
Your personal security on board
71. 11 83 84
16 45 37
(3236)
R…
C90
Cleanliness of the inside
2. 2 5 11 47 34 81 82
(3518)
R…
C90
Cleanliness of the outside
(3019) 2 6 17 46 30
3. 76 75
R…
C10
Availability of staff on the train
04. 4 8 23 37 28 65 66
(2902)
R…
C64
How well train company deals
.
with delays 7 13 29 33 18 51 55
R…
(1290)
C19
Usefulness of information about
03.
the delay
8 13 26 31 22 53 - 59
R…
(1219)
C36
Level of crowding
02. 7 9 11 36 37 73 71
(3460)
Sa…
C37
Reliability of the internet
03.
connection 20 20 14 28 19 47 + 40
R…
(1884)
C36
Availability of power sockets
04. 14 12 10 32 31 64 61
(2250)
R…
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
2.4 Train factors (cont'd)
*Excludes non-franchised train operating companies.
122 2.5 TOC versus sector performance
CrossCountry versus Long Distance*
TOC Sector TOC
Index
Overall sample size 27168
Overall satisfaction with the journey 85 84 101%
STATION FACILITIES
Overall satisfaction with the station 89 86 104%
Ticket buying facilities 90 87 103%
Provision of information about train times/platforms 91 91 101%
Upkeep/repair of the station buildings/platforms 81 79 103%
Cleanliness 84 83 101%
Toilet facilities at the station 67 66 101%
Attitudes and helpfulness of the staff 86 84 102%
Connections with other forms of public transport 83 82 100%
Facilities for car parking 63 59 107%
Facilities for bicycle parking 65 68 96%
Overall environment 85 82 105%
Your personal security whilst using the station 83 80 103%
Availability of staff at the station 77 77 100%
Shelter facilities 77 74 104%
Availability of seating 62 59 105%
How request to station staff was handled 95 91 105%
Choice of shops/eating/drinking facilities available 66 63 105%
Availability of Wi-Fi 53 52 102%
TRAIN FACILITIES
Overall satisfaction with the train 82 81 100%
Frequency of the trains on that route 84 82 103%
Punctuality/reliability (i.e. the train arriving/departing on time) 80 74 108%
Length of time the journey was scheduled to take (speed) 86 87 100%
Connections with other train services 77 75 103%
Value for money of the price of your ticket 53 55 97%
Upkeep and repair of the train 74 78 95%
Provision of information during the journey 77 80 97%
Helpfulness and attitude of staff on train 81 83 99%
Space for luggage 63 66 96%
Toilet facilities 59 63 95%
Comfort of the seats 70 74 95%
Step or gap between the train and the platform 64 69 93%
Your personal security on board 83 83 100%
Cleanliness of the inside 77 81 95%
Cleanliness of the outside 72 76 96%
Availability of staff on the train 63 65 97%
How well train company deals with delays 54 51 107%
Usefulness of information about the delay 59 53 111%
Level of crowding 66 73 91%
Reliability of the internet connection 50 47 107%
Availability of power sockets 66 64 103%
2.5 TOC versus sector performance
*Excludes non-franchised train operating companies.
132 2.6 Results by route
Building Block/ route data for CrossCountry
North - South
North - South
Scotland & East - West
Manchester
Overall sample size 27168 North East
Overall satisfaction with the journey 86 85 82
STATION FACILITIES
Overall satisfaction with the station 90 91 87
Ticket buying facilities 91 85 92
Provision of information about train times/platforms 92 91 90
Upkeep/repair of the station buildings/platforms 82 79 82
Cleanliness 86 82 84
Toilet facilities at the station 67 65 70
Attitudes and helpfulness of the staff 90 86 82
Connections with other forms of public transport 84 81 82
Facilities for car parking 59 69 66
Facilities for bicycle parking 70 52 68
Overall environment 86 84 86
Your personal security whilst using the station 84 82 82
Availability of staff at the station 79 79 70
Shelter facilities 78 77 75
Availability of seating 66 62 55
How request to station staff was handled 94 97 95
Choice of shops/eating/drinking facilities available 64 70 67
Availability of Wi-Fi 60 50 42
TRAIN FACILITIES
Overall satisfaction with the train 83 85 74
Frequency of the trains on that route 85 89 78
Punctuality/reliability (i.e. the train arriving/departing on time) 78 85 77
Length of time the journey was scheduled to take (speed) 86 88 86
Connections with other train services 80 75 76
Value for money of the price of your ticket 53 53 53
Upkeep and repair of the train 76 75 70
Provision of information during the journey 79 78 74
Helpfulness and attitude of staff on train 85 87 68
Space for luggage 65 68 55
Toilet facilities 61 56 59
Comfort of the seats 70 72 69
Step or gap between the train and the platform 63 66 62
Your personal security on board 85 83 77
Cleanliness of the inside 82 77 71
Cleanliness of the outside 72 76 69
Availability of staff on the train 69 62 51
How well train company deals with delays 63 41 47
Usefulness of information about the delay 67 55 46
Level of crowding 73 61 60
Reliability of the internet connection 54 51 39
Availability of power sockets 80 70 16
2.6 Results by route 143 3.1 Overall satisfaction and station factors trend charts
Percentage Overall satisfaction with the journey Overall satisfaction with the station
satisfaction with (867)
Percentage of passengers satisfied 2015 to 2020
(922)
Percentage of passengers satisfied 2015 to 2020
aspects of CrossCountry Long Distance* CrossCountry Long Distance*
station where 100
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
boarded 95
90
95
90
85 85
80 80
75 75
70 70
65 65
60 60
55 55
50 50
45 45
40 40
35 35
30 30
25 25
20 20
15 15
10 10
5 5
0 0
N.B. Benchmarks and targets are only shown for applicable factors
3.1 Overall satisfaction and station factors
*Excludes non-franchised train operating companies.
153 3.1 Station factors trend charts
Ticket buying facilities Provision of information about train Upkeep/repair of the station
times/platforms buildings/platforms
(388) (908) (902)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
3.1 Station factors trend charts
*Excludes non-franchised train operating companies.
163 3.1 Station factors trend charts
Cleanliness Toilet facilities at the station** Attitudes and helpfulness of the staff
(895) (619) (655)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
*Excludes non-franchised train operating companies.
**Attribute added for the first time in Spring 2017.
3.1 Station factors trend charts 173 3.1 Station factors trend charts
Connections with other forms of public Facilities for car parking Facilities for bicycle parking
transport
(530) (275) (178)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
3.1 Station factors trend charts
*Excludes non-franchised train operating companies.
183 3.1 Station factors trend charts
Overall environment Your personal security whilst using the Availability of staff at the station
station
(908) (825) (745)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
3.1 Station factors trend charts
*Excludes non-franchised train operating companies.
193 3.1 Station factors trend charts
Shelter facilities Availability of seating How request to station staff was handled
(767) (848) (201)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
3.1 Station factors trend charts
*Excludes non-franchised train operating companies.
203 3.1 Station factors trend charts
Choice of shops/eating/drinking facilities Availability of Wi-Fi**
available
(771) (352)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100
95 95
90 90
85 85
80 80
75 75
70 70
65 65
60 60
55 55
50 50
45 45
40 40
35 35
30 30
25 25
20 20
15 15
10 10
5 5
0 0
N.B. Benchmarks and targets are only shown for applicable factors
*Excludes non-franchised train operating companies.
**Attribute added for the first time in Autumn 2016.
3.1 Station factors trend charts 213 3.2 Train factors trend charts
Percentage Overall satisfaction with the train Frequency of the trains on that route
satisfaction with (888)
Percentage of passengers satisfied 2015 to 2020
(855)
Percentage of passengers satisfied 2015 to 2020
aspects of train CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100
95 95
90 90
85 85
80 80
75 75
70 70
65 65
60 60
55 55
50 50
45 45
40 40
35 35
30 30
25 25
20 20
15 15
10 10
5 5
0 0
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts
*Excludes non-franchised train operating companies.
223 3.2 Train factors trend charts
Punctuality/reliability (i.e. the train Length of time the journey was scheduled Connections with other train services
arriving/departing on time) to take (speed)
(881) (872) (515)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts
*Excludes non-franchised train operating companies.
233 3.2 Train factors trend charts
Value for money of the price of your ticket Upkeep and repair of the train Provision of information during the journey
(858) (882) (839)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts
*Excludes non-franchised train operating companies.
243 3.2 Train factors trend charts
Helpfulness and attitude of staff on train Space for luggage Toilet facilities
(629) (723) (431)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts
*Excludes non-franchised train operating companies.
253 3.2 Train factors trend charts
Comfort of the seats** Step or gap between the train and the Your personal security on board****
platform**
(852) (821) (814)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
*Excludes non-franchised train operating companies.
3.2 Train factors trend charts
**Attribute added for the first time in Spring 2017.
****Q'naire changes seem to have affected comparisons prior to Spring 2017, so no historic data shown. 263 3.2 Train factors trend charts
Cleanliness of the inside Cleanliness of the outside Availability of staff on the train
(892) (742) (730)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts
*Excludes non-franchised train operating companies.
273 3.2 Train factors trend charts
How well train company deals with delays Usefulness of information about the delay Level of crowding**
(310) (297) (875)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100 100
95 95 95
90 90 90
85 85 85
80 80 80
75 75 75
70 70 70
65 65 65
60 60 60
55 55 55
50 50 50
45 45 45
40 40 40
35 35 35
30 30 30
25 25 25
20 20 20
15 15 15
10 10 10
5 5 5
0 0 0
N.B. Benchmarks and targets are only shown for applicable factors
*Excludes non-franchised train operating companies.
**Attribute added for the first time in Spring 2017.
3.2 Train factors trend charts 283 3.2 Train factors trend charts
Reliability of the internet connection*** Availability of power sockets**
(465) (543)
Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020
CrossCountry Long Distance* CrossCountry Long Distance*
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020
100 100
95 95
90 90
85 85
80 80
75 75
70 70
65 65
60 60
55 55
50 50
45 45
40 40
35 35
30 30
25 25
20 20
15 15
10 10
5 5
0 0
N.B. Benchmarks and targets are only shown for applicable factors
*Excludes non-franchised train operating companies.
3.2 Train factors trend charts
**Attribute added for the first time in Spring 2017.
***Attribute added for the first time in Autumn 2017. 29At 95% confidence level:
4 4.1 Managed versus non-managed + significant increase
- significant decrease
Managed versus non-managed stations for CrossCountry
(% of passenger journeys originating from each type of station)
Overall Total Stations managed Stations not managed A = National hub
by TOC by TOC B = Regional hub
C = Important feeder
0%
0%
4% 2% 0% 0
0%
4% 2% %
D = Medium staffed
E = Small staffed
19% 19%
F = Small unstaffed
Not categorised
56% 56%
19% 19%
(% of passengers saying satisfied/good)
Stations Stations
managed significant not managed
by TOC difference by TOC
Overall satisfaction with the station - 89
Ticket buying facilities - 90
Provision of information about train times/platforms - 91
Upkeep/repair of the station buildings/platforms - 81
Cleanliness - 84
Toilet facilities at the station - 67
Attitudes and helpfulness of the staff - 86
Connections with other forms of public transport - 83
Facilities for car parking - 63
Facilities for bicycle parking - 65
Overall environment - 85
Your personal security whilst using the station - 83
Availability of staff at the station - 77
Shelter facilities - 77
Availability of seating - 62
How request to station staff was handled - 95
Choice of shops/eating/drinking facilities available - 66
Availability of Wi-Fi - 53
4.1 Managed versus non-managed 30At 95% confidence level:
5 5.1 TOC weekday/weekend satisfaction scores + significant increase
- significant decrease
CrossCountry
Weekday Weekend
significant significant
Spring 2020 Spring 2019 Spring 2020 Spring 2019
change change
Overall sample size 27168
Overall satisfaction with the journey 84 85 87 89
STATION FACILITIES
Overall satisfaction with the station 89 86 91 89
Ticket buying facilities 90 + 84 91 91
Provision of information about train times/platforms 92 + 88 89 92
Upkeep/repair of the station buildings/platforms 80 80 87 83
Cleanliness 82 84 91 83
Toilet facilities at the station 66 61 72 67
Attitudes and helpfulness of the staff 88 87 81 86
Connections with other forms of public transport 85 + 78 73 84
Facilities for car parking 61 55 72 77
Facilities for bicycle parking 65 65 66 67
Overall environment 85 81 87 82
Your personal security whilst using the station 83 81 80 80
Availability of staff at the station 78 75 70 73
Shelter facilities 78 74 73 - 84
Availability of seating 64 61 55 66
How request to station staff was handled 95 93 96 95
Choice of shops/eating/drinking facilities available 66 63 66 65
Availability of Wi-Fi 52 49 55 62
TRAIN FACILITIES
Overall satisfaction with the train 82 79 81 84
Frequency of the trains on that route 84 85 86 88
Punctuality/reliability (i.e. the train arriving/departing on time) 79 - 84 84 - 92
Length of time the journey was scheduled to take (speed) 86 89 88 91
Connections with other train services 77 79 80 86
Value for money of the price of your ticket 51 52 62 62
Upkeep and repair of the train 75 75 73 76
Provision of information during the journey 78 78 75 79
Helpfulness and attitude of staff on train 82 82 79 85
Space for luggage 62 + 54 67 57
Toilet facilities 58 + 48 65 56
Comfort of the seats 70 67 69 71
Step or gap between the train and the platform 65 62 60 64
Your personal security on board 82 81 84 81
Cleanliness of the inside 78 78 76 78
Cleanliness of the outside 73 70 70 77
Availability of staff on the train 63 65 62 65
How well train company deals with delays 54 52 54 67
Usefulness of information about the delay 59 55 58 63
Level of crowding 67 63 66 63
Reliability of the internet connection 51 49 48 55
Availability of power sockets 65 64 67 78
5.1 TOC weekday/weekend satisfaction scores 31At 95% confidence level:
5 5.2 Sector weekday/weekend satisfaction scores + significant increase
- significant decrease
Long-distance*
Weekday Weekend
significant significant
Spring 2020 Spring 2019 Spring 2020 Spring 2019
change change
Overall sample size 27168
Overall satisfaction with the journey 83 - 87 87 89
STATION FACILITIES
Overall satisfaction with the station 85 85 88 88
Ticket buying facilities 86 86 89 91
Provision of information about train times/platforms 91 89 91 92
Upkeep/repair of the station buildings/platforms 77 79 86 83
Cleanliness 82 82 88 85
Toilet facilities at the station 65 + 61 71 66
Attitudes and helpfulness of the staff 85 85 80 83
Connections with other forms of public transport 83 81 80 83
Facilities for car parking 57 54 65 62
Facilities for bicycle parking 67 67 69 71
Overall environment 81 81 85 84
Your personal security whilst using the station 80 79 82 80
Availability of staff at the station 77 75 77 73
Shelter facilities 73 - 76 77 80
Availability of seating 57 56 67 67
How request to station staff was handled 92 91 87 91
Choice of shops/eating/drinking facilities available 62 64 66 64
Availability of Wi-Fi 51 49 56 55
TRAIN FACILITIES
Overall satisfaction with the train 80 82 85 84
Frequency of the trains on that route 81 83 86 84
Punctuality/reliability (i.e. the train arriving/departing on time) 73 - 80 78 - 84
Length of time the journey was scheduled to take (speed) 86 - 89 87 88
Connections with other train services 75 - 79 77 79
Value for money of the price of your ticket 51 54 66 65
Upkeep and repair of the train 77 - 80 81 82
Provision of information during the journey 79 80 83 79
Helpfulness and attitude of staff on train 83 83 83 81
Space for luggage 65 + 62 69 63
Toilet facilities 61 + 57 68 59
Comfort of the seats 73 75 76 78
Step or gap between the train and the platform 69 68 71 + 64
Your personal security on board 82 - 84 85 81
Cleanliness of the inside 81 82 84 82
Cleanliness of the outside 75 74 80 78
Availability of staff on the train 64 67 67 64
How well train company deals with delays 50 - 55 54 53
Usefulness of information about the delay 52 - 60 59 51
Level of crowding 73 71 75 70
Reliability of the internet connection 44 + 38 57 47
Availability of power sockets 63 59 68 68
*Excludes non-franchised train operating companies. 5.2 Sector weekday/weekend satisfaction scores 326 6.1 Passenger experience of delays
Long
CrossCountry CrossCountry Long Distance
Distance
Overall sample size 27168
LENGTH OF DELAY
No delay 65 59
Up to 5 minutes delay 13 13
6-10 minutes delay 8 9
11-15 minutes delay 4 5
16-20 minutes delay 3 2
21-30 minutes delay 2 3
31-60 minutes delay 2 3
Over 60 minutes delay 1 2
Don't know/no answer 3 3
AMOUNT OF INFORMATION PROVIDED ABOUT THE DELAY SPEED WITH WHICH INFORMATION WAS PROVIDED
Very well 22 20 Very well 21 21
Fairly well 36 34 Fairly well 37 35
Neither well nor poorly 15 19 Neither well nor poorly 19 21
Fairly poorly 15 17 Fairly poorly 11 13
Very poorly 12 11 Very poorly 12 10
ACCURACY OF INFORMATION GIVEN ABOUT THE DELAY TIME TAKEN TO RESOLVE THE PROBLEM
Very well 23 22 Very well 18 18
Fairly well 39 35 Fairly well 33 28
Neither well nor poorly 15 20 Neither well nor poorly 28 28
Fairly poorly 14 14 Fairly poorly 10 12
Very poorly 10 9 Very poorly 11 13
USEFULNESS OF THE INFORMATION AVAILABILITY OF ALTERNATIVE TRANSPORT IF THE
Very well 24 22 TRAIN SERVICE COULD NOT CONTINUE
Fairly well 35 31 Very well 23 11
Neither well nor poorly 20 26 Fairly well 23 18
Fairly poorly 11 13 Neither well nor poorly 16 23
Very poorly 10 8 Fairly poorly 15 21
Very poorly 23 27
6.1 Passenger experience of delays 337 7.1 General sample profile
Long Long
CrossCountry CrossCountry
Distance Distance
Overall sample size 27168
DISABILITY OR LONG TERM ILLNESS JOURNEY PURPOSE
Vision 3 1 Commuter 15 16
Hearing 2 2 Business 28 24
Mobility 4 3 Leisure 57 60
Dexterity 1 1
Learning or understanding or concentrating 0 0
Memory 1 0 WEEKDAY/WEEKEND
Mental health 5 4 Weekday 78 79
Stamina or breathing or fatigue 2 2 Weekend 22 21
Socially or behaviourally 1 1
Other 1 0
None 76 79
No answer 10 9
GENDER ASKED FOR HELP OR INFORMATION
Male 34 36 Yes asked for help 13 12
Female 57 56 Yes asked for information 13 11
Prefer another term 1 1 Could not find anyone to ask 2 2
No/didn`t need help/information 74 75
AGE
16-18 1 1 TRAVELLING WITH …
19-25 8 9 Heavy/bulky luggage/other large items 23 20
26-34 7 9 Pushchair/buggy/pram 0 0
35-44 13 14 Folding bicycle 0 0
45-54 18 17 Non-folding bicycle 0 0
55-59 11 11 Dog 0 0
60-64 14 13 Wheelchair 0 0
65+ 20 18 Helper 0 0
Mobility scooter 0 0
ETHNIC GROUP OF PASSENGERS None apply 68 71
White 88 86
Mixed 1 1
Asian or Asian British 2 2
Black or Black British 1 2
Chinese or other ethnic group 2 2
7.1 General sample profile 347 7.1 General sample profile (cont'd)
CrossCountry Long Distance
Overall sample size 27168
TYPE OF TICKET USED FOR JOURNEY
Anytime single/return 15 15
Anytime day single/return 16 12
Off-peak/super off-peak single/return 22 19
Off-peak/super off-peak day single/return 13 10
Advance 23 31
Day travelcard 1 1
Oyster pay as you go - -
Weekly or monthly season ticket (including travelcard/travelcard on oyster) 2 3
Annual season ticket (including travelcard/travelcard on oyster) 2 2
Special promotion ticket 0 0
Rail staff pass/Privilege ticket/Police concession 2 2
Free travel pass (e.g. Freedom pass) 0 0
Other 2 2
Don't know/ no answer 1 1
7.1 General sample profile (cont'd) 357 7.2 Station sample sizes
Station sample sizes for CrossCountry
Station Unweighted Station Unweighted
Overall sample size 27168
Birmingham New Street 138 Burton-On-Trent 4
Bristol Temple Meads 126 University (Birmingham) 3
Newcastle 64 Coventry 3
York 52 Dunbar 3
Edinburgh 46 Stoke-On-Trent 3
Derby 40 Peterborough 3
Leicester 36 Newport (South Wales) 3
Manchester Piccadilly 35 Wolverhampton 2
Oxford 23 Doncaster 2
Nuneaton 22 Teignmouth 2
Reading 21 Haymarket 2
Sheffield 21 Chesterfield 1
Leeds 20 Audley End 1
Durham 19 Southampton Airport Parkway 1
Cambridge 18 March 1
Southampton Central 15
Taunton 14
Bristol Parkway 14
Banbury 13
Exeter St Davids 11
Macclesfield 11
Wakefield Westgate 11
Stockport 11
Leamington Spa 11
Glasgow Central 11
Bournemouth 10
Ely 9
Basingstoke 9
Darlington 9
Winchester 9
Long Eaton 8
Totnes 7
Cardiff Central 7
Nottingham 7
Stansted Airport 6
Newton Abbot 6
Beeston 4
Stamford 4
7.2 Station sample sizes 367 7.3 Weighted sample profile
*Part of the Govia Thameslink Railway franchise.
**Avanti West Coast rebranded from Virgin Trains on 8 December 2019.
***East Midlands Railway rebranded from East Midlands Trains on 18 August 2019.
****Northern rebranded to Northern Trains on 1 March 2020.
Annual Journey Purpose Day of Week Station Size
journeys
('000s) Commute Business Leisure Weekday Weekend Very large Large Medium Small
Sample size 18492 8336 2194 7962 16135 2357 5860 4047 5073 3512
Avanti West Coast** 38285 9 22 69 80 20 31 7 31 30
c2c 46743 67 6 27 86 14 23 20 29 28
Chiltern Railways 25376 38 25 37 82 18 35 8 26 31
CrossCountry 38829 15 28 57 78 22 24 21 28 26
East Midlands Railway*** 26433 23 28 49 82 18 26 21 26 27
Gatwick Express* 11680 15 44 40 77 23 45 0 27 29
Great Northern* 43247 53 10 37 85 15 16 27 31 26
Great Western Railway 113196 28 20 52 71 29 24 24 27 26
Greater Anglia 86049 44 25 31 86 14 30 16 27 27
London North Eastern Railway 21800 9 31 60 74 26 29 10 34 27
London Overground 187800 61 3 37 80 20 19 30 25 26
Merseyrail 43828 43 1 56 80 20 20 29 25 27
Northern**** 103627 38 9 53 76 24 22 26 26 25
ScotRail 95876 39 13 47 80 20 27 17 30 26
South Western Railway 216670 53 15 32 85 15 26 20 29 26
Southeastern 163597 48 21 31 86 14 22 25 27 26
Southern* 164028 52 9 39 86 14 19 29 27 25
TfL Rail 55974 61 4 35 81 19 30 0 39 31
Thameslink* 170652 53 10 37 85 15 22 25 26 26
TransPennine Express 29520 26 13 61 82 18 24 21 28 27
Transport for Wales 36125 31 10 59 81 19 23 24 27 26
West Midlands Trains 76176 40 13 46 85 15 29 17 29 26
7.3 Weighted sample profile 377 7.4 Unweighted sample profile
*Part of the Govia Thameslink Railway franchise.
**Avanti West Coast rebranded from Virgin Trains on 8 December 2019.
***East Midlands Railway rebranded from East Midlands Trains on 18 August 2019.
****Northern rebranded to Northern Trains on 1 March 2020.
Journey Purpose Day of Week Station Size
Sample size
Commute Business Leisure Weekday Weekend Very large Large Medium Small
Sample size 18492 8336 2194 7962 16135 2357 5860 4047 5073 3512
Avanti West Coast** 641 25 28 47 82 18 38 10 29 23
c2c 619 65 4 31 91 9 24 17 34 24
Chiltern Railways 818 39 18 42 95 5 47 5 24 25
CrossCountry 932 32 18 49 82 18 22 23 35 21
East Midlands Railway*** 637 44 19 37 84 16 40 25 19 16
Gatwick Express* 416 35 19 47 86 14 60 0 29 11
Great Northern* 314 52 9 39 92 8 24 30 28 18
Great Western Railway 1032 38 17 45 87 13 37 24 23 16
Greater Anglia 1016 47 12 41 93 7 48 10 20 21
London North Eastern Railway 753 18 29 53 94 6 31 10 35 24
London Overground 1244 57 5 38 78 22 16 28 25 30
Merseyrail 525 59 3 38 97 3 26 43 26 4
Northern**** 1004 43 7 50 88 12 36 34 17 13
ScotRail 1025 41 11 48 80 20 42 16 28 14
South Western Railway 1471 46 10 44 85 15 26 21 46 7
Southeastern 1345 47 8 45 82 18 40 27 22 12
Southern* 899 47 8 45 88 12 15 44 26 15
TfL Rail 825 66 4 30 95 5 28 6 36 31
Thameslink* 852 59 9 31 91 9 25 35 18 22
TransPennine Express 668 38 17 45 93 7 25 24 28 22
Transport for Wales 781 43 9 48 91 9 18 19 28 35
West Midlands Trains 675 45 7 48 83 17 39 21 24 17
7.4 Unweighted sample profile 388 8.1 Standard reports produced for NRPS
The following reports are produced each wave:
At a glance for each TOC Short summary reports showing headline results
Full Report Summary tables for all TOCs (including comparison with one year previously), trend tables for last 10 waves by TOC,
trend charts for the main NRPS factors, peak vs off-peak analysis for LSE TOCs.
Multivariate Report Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and by TOC for latest two
NRPS waves combined.
PTE Report NRPS reports for all PTEs (exactly the same format as TOC reports).
Rankings Report Results since wave 10 showing satisfaction score for each TOC by factor, significant changes since one year earlier,
national rank and rank in TOC type.
Stakeholder Report Summary national trend charts for all main factors, trend charts by age/journey purpose & gender, summary results for
leisure/business passengers & commuters, one page for each factor showing national trend and results for all TOCs,
Government Office Region charts for each factor and simple tables for some questions that are not included in the main
NRPS report.
Stations Report Percentage of passengers satisfied by each main factor for last 10 waves for all Network Rail stations covered by NRPS
during that time period.
TOC Report Tables and graphs showing results for TOC (including comparisons with one year previously and with relevant sector),
trend charts for all factors (including sector and benchmark (if relevant) comparisons), summary profile of passengers
surveyed, station sample sizes for TOC and sample composition & weighting.
Virtual TOC Report NRPS reports for TOCs that used to exist or that are planned to exist in the future (exactly the same format as TOC
reports).
8.1 Standard reports produced for NRPS 398 8.2 Rail sectors
Sector definitions
The sector results used in this report contain the following TOCs (non-franchised operators are excluded):
London and South East Operators c2c
Chiltern Railways
Gatwick Express*
Great Northern*
Great Western Railway
Greater Anglia
London Overground
South Western Railway
Southeastern
Southern*
TfL Rail
Thameslink*
West Midlands Trains
Long Distance Operators Avanti West Coast**
CrossCountry
East Midlands Railway***
London North Eastern Railway
TransPennine Express
Regional Operators Merseyrail
Northern**** **Avanti West Coast rebranded from Virgin Trains on 8 December
ScotRail 2019.
Transport for Wales ***East Midlands Railway rebranded from East Midlands Trains on 18
August 2019.
****Northern rebranded to Northern Trains on 1 March 2020.
8.2 Rail sectors
*Part of the Govia Thameslink Railway franchise.
4011 8.3 How routes are defined
How are routes defined
c2c: Tilbury line East Midlands Railway: London
Journeys on the London Fenchurch Street – Southend Central (via Journeys on the London - Sheffield and London - Nottingham
Tilbury Town) and Fenchurch Street – Grays lines. routes. Also includes London - Corby services.
The routes have been defined in Chiltern Railways: Commuter Gatwick Express*
Fast Gatwick Express services London Victoria – Gatwick, and
conjunction with the train companies. Journeys on the London Marylebone – Banbury route, including
London Victoria – Gatwick – Brighton services (including stops at
services London Marylebone - stations south of Banbury (via
By TOC the areas covered by each Wembley Stadium). Also includes London Marylebone – Aylesbury a few other stations at peak times).
route are as follows: (via High Wycombe) and Aylesbury – Princes Risborough services,
but not London Marylebone – Oxford.
TfL Rail includes rebranded Heathrow Connect to TfL Rail - West Grand Central: London - Bradford
and TfL Rail rebranded as TfL Rail - East in Autumn 2018. Avanti Journeys on London King's Cross - Bradford Interchange route.
West Coast rebranded from Virgin Trains on 8 December 2019. Chiltern Railways: Metro
East Midlands Railway rebranded from East Midlands Trains on Journeys on the Aylesbury/Aylesbury Vale Parkway – London line Grand Central: London - Sunderland
18 August 2019. Northern rebranded to Northern Trains on 1 (via Amersham). Journeys on London King's Cross - Sunderland route.
March 2020.
Avanti West Coast: London - Birmingham – Scotland Chiltern Railways: Oxford Great Northern*
Journeys on London - Birmingham – Scotland services. Journeys on London Marylebone – Oxford services. Journeys on the Peterborough/King's Lynn - London King's
Cross/Moorgate route.
Avanti West Coast: London – Liverpool Chiltern Railways: West Midlands
Journeys on London – Liverpool services. Journeys on the West Midlands – London Marylebone services, Great Western Railway: Long distance
including London – Stratford-Upon-Avon and a few services that Journeys on long distance services.
do not go to/from London.
Avanti West Coast: London – Manchester CrossCountry: East – West
Journeys on London – Manchester services. Journeys on routes Birmingham – Leicester, Birmingham –
Cambridge and Stansted Airport, and Nottingham/Derby – Great Western Railway: London Thames Valley
Bristol/Cardiff. Journeys on relatively short distance services in and around
the Thames Valley.
Avanti West Coast: London – North Wales CrossCountry: North-South Manchester
Journeys on London – Holyhead/North Wales services. Journeys on route Manchester to/from the South West and
Great Western Railway: West
South Coast.
Journeys on (generally) short distance rural rail lines in the
West of England.
Avanti West Coast: London – Scotland
Journeys on London – Glasgow/Scotland services. Also includes CrossCountry: North-South Scotland & North East
London - Blackpool services. Journeys on route Scotland/North East England to/from the Greater Anglia: Intercity
South West/South Coast. London – Norwich journeys, plus a few shorter workings
(like an early morning Colchester to Norwich service).
Avanti West Coast: London – Wolverhampton/Shrewsbury East Midlands Railway: Liverpool - Norwich
Journeys on London – Wolverhampton/Shrewsbury services. Journeys on the Liverpool - Norwich route.
Greater Anglia: Main line
Journeys on outer suburban Great Eastern services London -
c2c: Southend line East Midlands Railway: Local Ipswich, plus branches to Harwich, Clacton, Walton, Sudbury,
Journeys on the London Fenchurch Street – Journeys on local rail lines around Nottingham, Derby and Lincoln Southminster and Braintree. Also includes journeys on London -
Shoeburyness/Southend Central line (via Basildon). (excluding Liverpool - Norwich, London - Sheffield and London - Southend Victoria service.
Nottingham services).
*Part of the Govia Thameslink Railway franchise.
8.3 How routes are defined 41You can also read
