National Passenger Survey Spring putting rail passengers first

Transcription

1 National Passenger Survey putting rail passengers first

2 What is Passenger Focus? Passenger Focus is the independent national rail consumer watchdog. Our mission is to get the best deal for Britain s rail passengers. We have two main aims: to influence both long and short-term decisions and issues that affect passengers, and to help passengers through advice, advocacy and empowerment. With a strong emphasis on evidence-based campaigning and research, we ensure that we know what is happening on the ground. We use our knowledge to influence decisions on behalf of rail passengers and we work with the rail industry, other passenger groups and government to secure journey improvements. Our vision is to ensure that the rail industry and government are always putting rail passengers first This will be achieved by our mission of getting the best deal for rail passengers Over the next three years, our work will be based on the following five objectives which underpin the vision and mission 1 understanding the needs and experiences of rail passengers 2 securing tangible and measurable improvements for rail passengers 3 empowering rail passengers with information, advice and advocacy 4 influencing major long-term decisions that affect rail passengers 5 being visible, accessible and understood by rail passengers and stakeholders. What is Passenger Focus doing for me? We re here to put the interests of rail passengers first. We do this by: Campaigning for improvements we gather research and information, such as the results presented in this document we work with government and the rail industry to ensure that the passenger voice is heard when making decisions about the future of the railways we focus on a number of key issues - fares and tickets - quality and level of services - investment in the railway Providing practical advice we provide passengers with advice on how to get the best from the national rail network, explain their rights and help them when things go wrong we work with other passenger groups to support them in their work to help passengers. Resolving complaints if you make a complaint and you are unhappy with the response we can take up your complaint with the company involved. The National Passenger Survey is commissioned and published by Passenger Focus Passenger Focus. Design and print by TU ink putting rail passengers first

3 Contents Section 1: Page Introduction 1.1 Background Methodology Other comments and contacts 5 Section 2: Key results 2.1 wave National and sector-level results 7 Section 3: Individual train operating company results 3.1 London and South East Long distance Regional 27 Section 4: Percentage of passengers satisfied Overall opinion of journey Punctuality and reliability Dealing with delays Provision of information about trains/platforms Connections with public transport Frequency of trains Value for money Sufficient room for all the passengers to sit/stand 47 Section 5: Technical appendix 5.1 Appendix Rail sectors Issues affecting the survey 51 Contents 2

4 1 1.1 Background Introduction Background The National Passenger Survey (NPS) provides a networkwide picture of customers satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of passenger journeys. Passengers overall satisfaction and satisfaction with 30 specific aspects of service can therefore be compared over time. Fieldwork took place between 19 January and 7 March. Top up shifts were carried out between 8 and 17 March. The fieldwork period was shorter, and started earlier than the corresponding wave in because Easter was unusually early. This document contains passenger ratings of their journey for each individual Train Operating Company (TOC). Ratings are also provided for each sector i.e. London and the South East, long distance, and regional operators. Passengers ratings are also summarised nationally by totalling results for all TOCs across Great Britain Background

5 1 1.2 Methodology Methodology The survey is conducted across the entire franchised railway. In both and of each year self-completion questionnaires are distributed at approximately 650 stations across Great Britain, selected to be representative of the entire network. Questionnaires are distributed at different times of day and across all days of the week. Data is weighted to help ensure the sample accurately represents passengers using each operator s services, in terms of the proportion of commuting, business and leisure journeys. Overall, at least 25,000 correctly completed questionnaires are returned each wave. For the majority of train operators the results are based on responses from 1,000 passengers per survey. Smaller operators results are based on either 500 passengers whilst 2,750 passengers are surveyed for the largest operator. Sample sizes for each question are provided on each page. Not all passengers will answer all of the questions, for example only those passengers who are delayed would rate how well train company dealt with delays. The number of passengers responding to each question is clearly indicated in the sample size column. To provide a benchmark, three different types of train operator have been identified; these are long distance, London and the South East, and regional operators. In this publication, individual train operator results are presented alongside an appropriate sector type thus enabling comparison of a TOC s results with those of operators that provide broadly similar services. In November there were some major changes to the organisation of franchises. Central Trains, Midland Mainline, Silverlink and Virgin Cross Country all ceased to exist after the 10 November, and from 11 November four new franchises commenced; CrossCountry, East Midlands Trains, London Midland, and London Overground. All these franchises cover different areas/routes to the previous individual franchises (see paragraph below). To enable comparisons to be made with earlier surveys, NPS data up to has been reprocessed to the new franchises boundaries. The areas covered by the franchises formed on 11 November are as follows. The East Midlands Trains franchise covers routes previously operated by Midland Mainline and some routes operated by Central Trains. The London Midland franchise covers some routes previously operated by Central Trains and Silverlink (the County part). London Overground covers routes previously operated by Silverlink (the Metro part). The CrossCountry franchise covers routes previously operated by Virgin CrossCountry and some routes operated by Central Trains. The NPS uses a building block approach. This is where the area covered by a TOC is divided into routes or divisions, so that when the boundaries of a franchise are revised, NPS data can be quite easily reprocessed to the boundaries or routes of the new franchises. For example using the building blocks for the old Midland Mainline and part of the Central Trains franchises, NPS results have been reprocessed to the boundaries of the new East Midlands Trains franchise to ensure compatibility between different waves of the survey. Following the substantial changes outlined above discussion on the issue of the appropriate scale and location of sampling are in progress with individual TOCs and more generally to ensure the maximum value for money can be gained from the action plans that flow from the NPS. The results specifically for London Overground and East Midland Trains need to be read with this in mind. A fuller appraisal of passenger satisfaction for these TOCs will be possible from the wave of NPS. The boosting of sample size to allow route based analysis of NPS would benefit all parties to develop a more complete understanding of passenger needs. Based largely on the number of passengers travelling on each franchise; CrossCountry and East Midlands Trains have been placed in the Long Distance sector, and London Overground and London Midland have been placed in the London and South East sector. This means that the sector results for (and earlier surveys) and the differ slightly in the areas that they cover (but this change generally only makes a difference of one or two percentage points). On the 9 December the National Express East Coast franchise started, replacing the routes previously operated by GNER. There are two other minor changes for this wave; the One franchise has now been renamed National Express East Anglia, and Virgin West Coast is now called Virgin Trains. Previous changes to franchise boundaries in and a minor change in early February are detailed in the NPS report. With changes to the specification of the boundaries of train operating companies, sector definitions are becoming less straightforward and meaningful as train operating company boundaries increasingly do not relate to the traditional sectors. Passenger Focus is currently reviewing the sector reporting and following consultation with stakeholders may make some changes to these in the future. 1.2 Methodology 4

6 1 1.3 Other comments Other comments Contacts Passengers satisfaction can vary by season, therefore differences in scores for the proportion of passengers who are satisfied with services or rate them as good are provided for the same period in the previous year as well as for the previous wave carried out approximately six months ago. For ease of use, NPS data are reported without decimal places; however changes from wave to wave are calculated using three decimal places. Rounding of the data means that results may appear to differ by one per cent to the published results. For example 84.6 is reported as 85 and 83.2 is reported as 83 ; the apparent reported difference is 2, however the actual difference is 1.4 and will therefore be published as 1. The tables include columns marked significant change which measures whether there has been a marked improvement or decline in satisfaction since or. If an improved or declined satisfaction rating is marked it means it is significant at the confidence level. This means there is a less than a 5% chance that the change observed is not real. Trend data charts in section 6 are based on the top priorities identified by passengers in passenger priorities research carried out by Passenger Focus in and the Strategic Rail Authority in. Trend data provided in line charts indicate the percentage of passengers satisfied with the service attribute over time. Where a change is made to the routes served by a particular train operating company the historical data set is re-processed to reflect the new TOC structure with regards to routes served and to ensure the trends are comparable. The National Passenger survey contains satisfaction ratings for all rail operators operating under franchise. In addition this publication includes ratings for Heathrow Express, who were included for the first time in the wave of NPS, using the same methodology as other train operating companies at their own expense. Passenger Focus is pleased that Heathrow Express decided to participate in the survey and grateful that they have allowed their data to be published in this publication. Data for Heathrow Express is provided next to a comparison with data for London and South East TOCs. However it should be noted that data for Heathrow Express has not been included in the summary of London and South East or National data. Summary data remains for coverage of train operating companies that are operating under franchise. Media enquiries Content/presentation/methodology enquiries Other comments

7 2 2.1 wave Key results wave Nationally the percentage of passengers satisfied with their journey overall was up by 2% compared to ( were satisfied). 79% of passengers were satisfied with their journey in (and 81% were satisfied in ). At a national level, the proportion of passengers satisfied with punctuality/reliability was 79% (this is 2% higher than when 77% were satisfied). In the percentage of passengers satisfied was 79%. The percentage of passengers satisfied with most service areas at a national level was generally either little changed or up compared to. Satisfaction with thirteen service areas improved and three declined, whilst satisfaction for the other fourteen service areas was not significantly different. The proportion of passengers satisfied with value for money for the price of their ticket nationally was 40%, not significantly different compared to. Satisfaction with sufficient room for all the passengers to sit/stand improved slightly (up 3%) to 62% satisfied. For London and the South East operators 79% of passengers were very or fairly satisfied overall, compared to 77% in (and in ). The percentage of passengers satisfied with most train and station factors either improved or was not significantly different compared to. Satisfaction improved for thirteen factors, it was unchanged for fourteen, and declined for three factors. For the long distance operators the proportion of passengers who were very or fairly satisfied overall was 83%. This is down 4% compared to (and not significantly different compared to ). For most service areas passenger satisfaction declined compared to. Satisfaction with twenty areas declined, for ten areas it was unchanged, whilst no areas improved. For regional operators 84% of passengers were very or fairly satisfied with their journey overall, significantly up compared to (when 82% were satisfied). 83% were satisfied in. For most service areas passenger satisfaction was unchanged compared to, but for nine areas it improved, and for two areas it declined. Comparing the percentage of passengers satisfied overall for individual train operating companies with, three have significantly improved (First Capital Connect, First ScotRail and Southeastern), and two have declined significantly (East Midlands Trains* and First TransPennine Express). Sixteen have had no statistically significant changes in their overall satisfaction results compared with. *East Midlands Trains results compared to results for previous franchise holders 2.1 wave 6

8 2 2.2 National and sector-level results Improved Unchanged Declined National total Improvement/decline in % Improvement/decline in % sample % % % % significant % significant size satisfied neither/ dissatisfied change change change change or good nor or poor Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays National and sector-level results

9 2 2.2 National and sector-level results Improved Unchanged Declined London and South East Improvement/decline in % Improvement/decline in % sample % % % % significant % significant size satisfied neither/ dissatisfied change change change change or good nor or poor Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays National and sector-level results 8

10 2 2.2 National and sector-level results Improved Unchanged Declined Long distance Improvement/decline in % Improvement/decline in % sample % % % % significant % significant size satisfied neither/ dissatisfied change change change change or good nor or poor Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays National and sector-level results

11 2 2.2 National and sector-level results Improved Unchanged Declined Regional Improvement/decline in % Improvement/decline in % sample % % % % significant % significant size satisfied neither/ dissatisfied change change change change or good nor or poor Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays National and sector-level results 10

12 3 c2c 3.1 London and South East Improved Unchanged Declined Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays London and South East

13 3 3.1 London and South East Improved Unchanged Declined Chiltern Railways Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays London and South East 12

14 3 3.1 London and South East Improved Unchanged Declined First Capital Connect Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays London and South East

15 3 3.1 London and South East Improved Unchanged Declined First Great Western Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays London and South East 14

16 3 3.1 London and South East Improved Unchanged Declined Heathrow Express Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays London and South East

17 3 3.1 London and South East Improved Unchanged Declined London Midland Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays Data for and are for the parts of the Central Trains and Silverlink franchises that are now operated by London Midland 3.1 London and South East 16

18 3 3.1 London and South East Improved Unchanged Declined London Overground Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays London and South East Data for and are for the part of the Silverlink franchise that is now operated by London Overground

19 3 3.1 London and South East Improved Unchanged Declined National Express East Anglia (formerly One ) Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays London and South East 18

20 3 3.1 London and South East Improved Unchanged Declined South West Trains Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays London and South East

21 3 3.1 London and South East Improved Unchanged Declined Southeastern Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays London and South East 20

22 3 3.1 London and South East Improved Unchanged Declined Southern Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays London and South East

23 3 3.2 Long distance Improved Unchanged Declined CrossCountry Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays Data for and are for Virgin Cross Country and the part of the Central Trains franchise that is now operated by CrossCountry 3.2 Long distance 22

24 3 3.2 Long distance Improved Unchanged Declined East Midlands Trains Improvement/decline in % Improvement/decline in % sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction STATION FACILITIES Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using The availability of staff How request to station staff was handled TRAIN FACILITIES The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Up keep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security whilst on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays Data for and are for Midland Mainline and the part of the Central Trains franchise that is now operated by East Midlands Trains Long distance