23rd January 2019
Transport Focus consults more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS) – a network-wide picture of passengers’ satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of journeys.
Passengers’ overall satisfaction and satisfaction with 30 specific aspects of service can, therefore, be compared over time.
NRPS is the largest published rail passenger satisfaction survey in the world. It supplies an official statistic that is used as a key performance indicator in most rail franchises.
Latest results
Download the NRPS report from autumn 2018 (published January 2019).
Rail passenger satisfaction at lowest level for a decade
And it seems that its at a 10 year low - however thats probably compounded by the timetable shambles from last year.
I pay for all my rail travel and generally find the services OK. The main issues I have is from certain self-entitled passengers who feel that their wishes trump those of all others. About as irritating as similarly attituded drivers - but slightly less-dangerous.I am quite happy with the service - but then I mainly travel for business on intercity trains and I am not paying
I don't know how you could start to answer that question.... looking at services as a commuter, or just someone who travels for leisure, how do you think they think of their service?
Off peak passengers are generally highly satisifed whereas peak passengers are generslly highly disastisfied. This is because small delays are a bigger deal for people who need to be there for a fixed time. A two minute delay to a passenger with an appointment can be a big deal, particulsrly with missed connections. A leisure passenger on the other hand see a two minute delay as evidence of high reliability.
I feel many posters on here have a rose tinted view of the railways, so taking those glasses off and looking at services as a commuter, or just someone who travels for leisure, how do you think they think of their service?
No, but just by being on this forum means you have an interest in the railways, and sometimes I feel that having an interest in any hobby clouds one's judgement in that interest.Does membership of this board mean I stop being an ordinary fare paying passenger?
No, but just by being on this forum means you have an interest in the railways, and sometimes I feel that having an interest in any hobby clouds one's judgement in that interest.
So that £5k per year equates to a bit over £10 each for over 400 journeys. Probably a lot better deal than passengers like Shrewbly's friend (post #11) who would be paying about half as much again for the same journey.I pay £5k+ a year to get to London on South Western Railway and the service provided versus what I pay feels very sub-standard. Atrocious at times, to be honest.
However, in the grand scheme of things, it is rather decent compared to other routes I've done in the UK and abroad, but obviously the price paid puts a very different spin on your thoughts on the service received.
So that £5k per year equates to a bit over £10 each for over 400 journeys. Probably a lot better deal than passengers like Shrewbly's friend (post #11) who would be paying about half as much again for the same journey.
In the North - probably unreliable and rolling stock is completely dated. In the South - expensive. Overcrowded applicable to both, though in the North there is presumably more track capacity available to have longer trains.
Expensive and unreliable
I doubt that the ordinary passenger knows enough about rolling stock to be able to judge that it is "dated". I remember that in a Which report, about ten years ago, they quoted Merseyrail passengers who were complimentary about the "new" trains. Actually they had been refurbished. Four years ago I travelled from Darlington to Shildon on a very recently refurbished Northern class 156, and the friend I was with commented on the "new" train.
My only gripe is the constant downward spiral in interior spec and the cluttering on stations with endless amount of ticket barriers.
I despise Northern Rail with a passion.
I am a commuter, leisure traveller and general rail passenger due to not driving. Generally I find the service to be quite good in terms of reliability (my line has led a quiet existence, largely unaffected by the recent timetable meltdowns).
In terms of 'normal' non-enthusiast passengers, I expect they're concerned by the same things that I am: price, overcrowding, comfort of trains (seating and toilet availability) etc.
I think 'ability to get a seat' is usually what comes out as the top priority for rail passengers when they do the surveys/consultations.
I also hate ultra hip and excessively familiar TOCs running down the service then telling me how awesome their "improvements" are.
Which TOCs are these?
Gone now thankfully but still exist on the WCML.