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National Rail Passenger Survey results

Want to see how our service measures up? See how we did in National Rail’s most recent passenger survey.

Twice a year, Transport Focus conducts an independent National Rail Passenger Survey (NRPS).

The survey asks passengers about their experience with our station and train facilities. The results are an important part of our Passenger Experience Metric and help us make decisions on what parts of our service to improve next.

Spring 2017

Our NRPS results for Spring 2017 for Thameslink Railway are below:

Indicators Score %
How well train company deals with delays 32
How request to station staff was handled 83
The attitudes and helpfulness of the staff (Station) 77
Usefulness of Information Provided during Delay 31
The availability of staff (Station) 59
Provision of information about train times/platforms 83
Cleanliness (Station) 83
Ticket buying facilities 71
Facilities for car parking 51
The upkeep/repair of the station buildings/platforms 78
The facilities and services (Station) N/A
Your personal security whilst using that station 74
The provision of shelter facilities 72
Overall environment (Station) 75
Availability of seating (Station) 54
The cleanliness of the inside (Train) 77
Level of crowding (Sufficient room for all passengers to sit/stand) 67
The provision of information during the journey 65
Upkeep and repair of the train 74
Your personal security onboard 73
The cleanliness of the outside (Train) 74
The space for luggage (Train) 57
Punctuality/reliability (i.e. the train arriving/departing on time) 65

 

Autumn 2016

Indicator Score %
Overall satisfaction with your journey 73
STATION FACILITIES 
Overall satisfaction with the station 80
Ticket buying facilities 66
Provision of information about train times/platforms 75
The upkeep/repair of the station buildings/platforms 77
Cleanliness 78
The facilities and services 51
The attitudes and helpfulness of the staff 74
Connections with other forms of public transport 80
Facilities for car parking 43
Overall environment 76
Your personal security whilst using the station 74
The availability of staff 63
The provision of shelter facilities 74
Availability of seating 48
How request to station staff was handled 87
The choice of shops/eating/drinking facilities available 43
TRAIN FACILITIES 
Overall satisfaction with the train 72
The frequency of the trains on that route 64
Punctuality/reliability (i.e. the train arriving/departing on time) 56
The length of time the journey was scheduled to take (speed) 73
Connections with other train services 69
The value for money of the price of your ticket 37
Upkeep and repair of the train 67
The provision of information during the journey 51
The helpfulness and attitude of staff on train 30
The space for luggage 47
The toilet facilities 42
Sufficient room for all passengers to sit/stand 61
The comfort of the seating area 58
The ease of being able to get on and off 75
Your personal security on board 70
The cleanliness of the inside 74
The cleanliness of the outside 69
The availability of staff 13
How well train company deals with delays 23

Spring 2016

Our NRPS results for Spring 2016 for Thameslink are below:

Indicators Score %
How well train company deals with delays 29
How request to station staff was handled 89
The attitudes and helpfulness of the staff (Station) 71
Usefulness of Information Provided during Delay 31
The availability of staff (Station) 59
Provision of information about train times/platforms 74
Cleanliness (Station) 78
Ticket buying facilities 67
Facilities for car parking 37
The upkeep/repair of the station buildings/platforms 71
The facilities and services (Station) 54
Your personal security whilst using that station 70
The provision of shelter facilities 62
Overall environment (Station) 67
Availability of seating (Station) 42
The cleanliness of the inside (Train) 69
Level of crowding (Sufficient room for all passengers to sit/stand) 61
The provision of information during the journey 50
Upkeep and repair of the train 66
Your personal security onboard 70
The cleanliness of the outside (Train) 62
The space for luggage (Train) 46
Punctuality/reliability (i.e. the train arriving/departing on time) 57

 

Autumn 2015

Indicator Score %
Overall satisfaction with your journey 73
STATION FACILITIES 
Overall satisfaction with the station 75
Ticket buying facilities 66
Provision of information about train times/platforms 78
The upkeep/repair of the station buildings/platforms 69
Cleanliness 75
The facilities and services 50
The attitudes and helpfulness of the staff 74
Connections with other forms of public transport 77
Facilities for car parking 38
Overall environment 67
Your personal security whilst using the station 70
The availability of staff 60
The provision of shelter facilities 68
Availability of seating 45
How request to station staff was handled 75
The choice of shops/eating/drinking facilities available 41
TRAIN FACILITIES 
Overall satisfaction with the train 72
The frequency of the trains on that route 70
Punctuality/reliability (i.e. the train arriving/departing on time) 61
The length of time the journey was scheduled to take (speed) 77
Connections with other train services 75
The value for money of the price of your ticket 39
Upkeep and repair of the train 67
The provision of information during the journey 53
The helpfulness and attitude of staff on train 35
The space for luggage 43
The toilet facilities 37
Sufficient room for all passengers to sit/stand 58
The comfort of the seating area 62
The ease of being able to get on and off 70
Your personal security on board 73
The cleanliness of the inside 69
The cleanliness of the outside 70
The availability of staff 13
How well train company deals with delays 25

Spring 2015

Our NRPS results for Spring 2015 for Great Northern and Thameslink Railway combined are below:

Indicators Score
How well train company deals with delays 23%
How request to station staff was handled 83%
The attitudes and helpfulness of the staff (Station) 69%
Usefulness of Information Provided during Delay 35%
The availability of staff (Station) 61%
Provision of information about train times/platforms 74%
Cleanliness (Station) 76%
Ticket buying facilities 68%
Facilities for car parking 42%
The upkeep/repair of the station buildings/platforms 69%
The facilities and services (Station) 54%
Your personal security whilst using that station 70%
The provision of shelter facilities 63%
Overall environment (Station) 69%
Availability of seating (Station) 46%
The cleanliness of the inside (Train) 65%
Sufficient room for all passengers to sit/stand 56%
The provision of information during the journey 50%
Upkeep and repair of the train 59%
Your personal security onboard 68%
The cleanliness of the outside (Train) 60%
The space for luggage (Train) 43%
Punctuality/reliability (i.e. the train arriving/departing on time) 64%

 

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