National Rail Passenger Survey

Our scores on the latest National Rail Passenger Survey

The results from Transport Focus’ Autumn 2019 wave of the National Rail Passenger Survey (NRPS) have been released. 

It is encouraging to see an increase in overall satisfaction from 73% in Autumn 2018, to 74% in Autumn 2019, however we know we still need to do better. 

Here is a breakdown of scores, against our franchise targets:

Overall Satisfaction

 Autumn 2019 Autumn 2018
74 +1

Results vs Targets

Autumn 2019 scores
 Scores Metro Long Distance Outer Suburban and Island Line
Stations 57.2 66.4 66.4
Trains 64.1 68.5 60.6
Customer Service 58.7 67.8 64.0
 2019/20 Targets      
Stations 69 76 72
Trains 70 71 71
Customer Service 63 75 72
Scores vs Targets      
Stations -14 -8.2 -7.4
Trains -7.7 -1.5 -14.3
Customer Service -5.0 -7.4 -8.9

We were pleased to see an increase in satisfaction with punctuality and frequency of trains on the route. Performance continues to be our primary focus, as we know it is of utmost important to our customers. In addition, investment in new and refurbished trains is beginning to be recognised by our customers, with scores regarding capacity and onboard facilities like Wi-Fi increasing. Over the course of our franchise, we are investing £1.2bn to introduce longer, more reliable new trains, extra services and more capacity. Our work on refurbished trains and interiors has resulted in improvements in satisfaction with space, WiFi and power sockets. Our refurbished trains offer plug sockets at every seat, enabling customers to stay connected during their journey. Modernisation of the Island Line will also commence this Summer as the new rolling stock for the island begins testing. There have also been improvements in service information and the availability of staff.

Our newly appointed Managing Director, Mark Hopwood, is determined to transform services for passengers and has a performance plan to drive forward improvements. We are determined to improve the reliability of our services and earn back the trust of customers. That’s why we’re working hard with Network Rail to tackle the underlying issues head on through the Joint Performance Improvement Centre.

For the full results, please visit Transport Focus.