National Rail Passenger Survey

Our scores on the latest National Rail Passenger Survey

Overall Satisfaction

 Spring 2019 Spring 2018
78 -2

Results vs Targets

Spring 2019 scores
 Scores Metro Long Distance Outer Suburban and Island Line
Stations 59.4 65.0 68.3
Trains 65.9 67.5 64.5
Customer Service 59.3 68.0 65.0
 2019/20 Targets      
Stations 69 76 72
Trains 71 71 71
Customer Service 63 75 72
Scores vs Targets      
Stations -9.6 -11.0 -3.7
Trains -5.1 -3.5 -6.5
Customer Service -3.7 -7.0 -7.0
We’re disappointed with the latest National Rail Passenger Survey results which show we have still not reached all of our targets, although overall satisfaction is moving in the right direction since the previous results were published in January 2019.  

We’re glad that passenger satisfaction with our punctuality and reliability has improved significantly from last year despite some challenging events, especially during the surveying period in February and March. 

The NRPS results shows customers are beginning to benefit from our investment in more reliable trains, better travel information, more seats and onboard services as satisfaction figures have improved since the last Spring’s survey.

We know we need to do more and that’s why we’re continuing to make improvements. In May, we introduced more than 300 additional weekly services across our network, and over the course of the franchise, we’ll introduce more trains and services to ensure better reliability and performance for our passengers in the future.

You can find the full results for the Spring 2019 National Rail Passenger Survey at  Transport Focus.