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What passenger feedback tells us

Feedback from our passengers consistently tells us that providing timely and reliable information, particularly when things go wrong, is one of the biggest priorities for our passengers.

The industry has developed a set of information pledges, which define our commitments in respect of information provision.

We have a number of tools and channels that are available for passengers to find out the latest information both before, during and after the journey. These include our app, website, Live Disruption map as well as the services provided by National Rail Enquiries and other 3rd parties. We also provide information through Social Media, live from our Control Room 24/7

Full details of the information services are available to download on our PIDD Delivery Plan PDF.

As part of our Services Agreement with the Department for Transport, we have a number of Targets and KPIs to help focus minds and efforts in priority areas.

Please see the below Customer Satisfaction-related Targets and how we're doing:

Rail period satisfaction results showing crowding levels and personal safety ratings across rail periods P2603 to P2613.
Rail Period P2603 P2604 P2605 P2606 P2607 P2608 P2609 P2610 P2611 P2612 P2613
Overall Satisfaction DfT Target 87% 87% 87% 87% 87% 87% 87% 87% 87% 87% 87%
Overall Satisfaction Results* (MAA) 86% 86% 86% 86% 86% 86% 87% 87% 87% 87% 87%
Satisfaction with Handling of Delay DfT Target 48% 48% 48% 48% 48% 48% 48% 48% 48% 48% 48%
Satisfaction with Handling of Delay Results* (MAA) 47% 47% 47% 47% 47% 47% 48% 48% 47% 47% 48%

We also have the below KPIs which we use to monitor trends and feedback, which do not have a defined DfT target:

Rail period satisfaction results showing crowding levels and personal safety ratings across rail periods P2603 to P2613.
Rail Period P2603 P2604 P2605 P2606 P2607 P2608 P2609 P2610 P2611 P2612 P2613
Satisfaction with Level of Crowding MMA 80% 82% 79% 82% 82% 82% 82% 83% 81% 82% 80%
Satisfaction with Personal Safety/Security 86% 87% 87% 87% 88% 88% 88% 86% 86% 87% 86%

*(MAA) = Moving Annual Average

Customer Satisfaction Survey:

Passenger satisfaction results across rail periods P2601 to P2611
Short Question P2601 P2602 P2603 P2604 P2605  P2606 P2607  P2608 P2609 P2610 P2611 P2612 P2613
Cleanliness of the inside of the train 72.87% 72.35% 74% 75.12% 74.57% 74.71% 73.12% 73.62%  73.76%  73.13% 73.67% 75.75% 74.18%
Did you experience a delay 58.84% 36.47% 50.57% 40% 41.15% 55.95%  62.86%  38.69% 39.18%  40.89% 44.51%  44.85% 43.92%
Onboard information received 78.73% 76.55% 80.24% 78.23% 76.84% 79.04% 77.57%  78.09% 78.22%  77.68% 79.40%  79.66%  78.63%
Onboard personal safety 85.16% 85.64% 86.21% 86.67% 86.95% 86.61% 84.08%  87.16% 86.42%  86.62%  85.26%  86.69%  86.53%
Onboard seating comfort 72.79% 72.59% 73.98% 73.51% 73.38% 74.50% 71.89%  73.96% 74.75%  74.24% 72.99% 74.26% 73.72% 
Onboard train crowding 79.48% 79.90% 80.28% 81.86% 79.16% 81.96%  80.12%  81.84%  80.71%  83.42% 82.01%  81.61%  81.08% 
Overall delay handling 37.45% 50.85% 47.88% 50.91% 50.90% 42.33%  47.15%  50.90%  50.57%  42.13% 43.77%  49.58%  47.91% 
Overall satisfaction 86.40% 85.72%  86.62% 86.95%  86.75%  87.26% 85.95%  87.26%  84.93%  87.41% 85.47%  88.14%  86.83%
Punctuality of the service 85.56% 84.40% 87.10% 85.02% 85.20% 88.70%  82.51%  84.86%  82.42%  83.54% 83.06%  87.72%  85.42% 
Station Information received 83.85% 81.78% 84.45% 82.94% 82.75% 84.57%  83.86%  84.30%  83.11%  84.61%  85.07%  84.54%  83.93%
Station upkeep and repair 72.24% 74.07% 71.99% 72.04% 70.84% 72.45%  71.70%  72.89%  73.54%  71.32% 73.50%  73.51%  72.70% 
Ticket buying process 80.56% 80.80% 82.15% 81.18% 82.40% 80.48% 81.55%  81.41%  80.41%  82.02%  83.03%  83.31%  81.75% 

What we’re doing to improve

We know that passengers want access to timely, relevant, and accurate information to be able to plan their journey, and this becomes even more important during disruption. As part of the RDG Smarter Information, Smarter Journeys programme, we are working with the wider rail industry to continuously improve the ways we supply you with travel information, and you can learn more about what we’re doing in our Passenger Information During Disruption (PIDD) delivery plan.

This includes updates to our website and social media to provide context and information on where disruption is happening and why, enhancements to our Customer Information Systems at stations (digital screens) to warn of potential future delays and details of incidents as they happen, and we continuously train our station and onboard staff to ensure they have the right skills and tools to provide you with the information you need.

We have also invested heavily in our Customer Information Systems over the past year, ensuring enhanced messaging to provide the reasoning behind delays and cancellations, enabling us to show advice quicker even during the biggest disruptions. There will also be clearer information when replacement buses are in use, and the location/ETA of inward-bound trains. Improvements to audio information is also progressing, ensuring smarter announcements are delivered quickly and more targeted, including reminder announcements on Delay Repay.

We carry out regular reviews of our Service Disruption processes with both Network Rail and the wider industry, and we also work closely with the Rail Delivery Group through an industry wide Customer Information Group so that improvements to information provision and systems across the entire rail network can be made.

Satisfaction with Handling of Delay

We narrowly missed our Department for Transport MAA Target for Satisfaction with Handling of Delay, hitting 47% vs the Target of 48% for Period 12. This has been driven by a dip in Ease of Finding Delay Information (59% vs. 65% in Period 12), and Accuracy of Delay Information (54% vs. 55% in Period 11).

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