National Rail Passenger Survey Heathrow Connect TOC Report Spring 2017 (Wave 36)

Transcription

1 National Rail Passenger Survey TOC Report 17 (Wave 36) Contacts: David Greeno Transport Focus Fleetbank House 2-6 Salisbury Square London, EC4Y 8JX Tel: Pam Armstrong Chime Insight & Engagement Group th Floor, Holborn Gate 26, Southampton Buildings London WC2A 1AH Tel: pam.armstrong@cie.uk.com

2 Contents 1 Introduction Weekday/weekend satisfaction 1.1 Methodology 2.1 Weekday/weekend satisfaction for Issues affecting fieldwork 3.2 Weekday/weekend satisfaction for 2 Key results 6 Passenger experience with service 2.1 Overall satisfaction and station factor results for 6.1 Passenger experience of delays Train factor results for Overall satisfaction and station factor results for London and South East Train factor results for 11 7 Sample profile 2. versus performance Sample profile for versus London and South East Results by route for Station sample sizes for 34 3 Passenger satisfaction trend charts 7.3 Weighted sample composition for all TOCs Unweighted sample composition for all TOCs Overall satisfaction and station factor results for 3.2 Train factor results for 21 8 Technical appendix 4 Managed versus non-managed stations 8.1 Standard reports produced for NRPS Rail sectors 38 Network Rail categorisation and station factor results for Heathrow How routes are defined 39 Connect 1

3 1 1.1 Methodology 1.28 Questionnaires are normally handed out at stations to customers about to board a train. A reply paid envelope is provided for returning questionnaires. Each Train Operating Company (TOC) is sampled separately. Interviewers are given a number of questionnaires to hand out at a station. At Gatwick and Heathrow Airports and for some shifts at certain London termini and other large stations, questionnaires are handed out to passengers of a specific TOC. From 3 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these were also targeted). The number of questionnaires handed out will depend on: - the size of station - time of day - length of shift. TOC data is compiled to provide a national sample. Fieldwork takes place each (February/March) and (September/October); until 3 fieldwork duration was 3 weeks. In 3, fieldwork was extended to an 11 week period, from 26 August to 9 November, to provide a better representation of journeys. Quotas for returned questionnaires are set overall and by weekday/weekend, journey purpose and station size. All data for a TOC in this Report is weighted up to the number of passenger journeys annually on the TOC and the profile of those journeys by: - weekday/weekend - journey purpose (Commuter, Business, Leisure) - station size (this profile is applied for each TOC building block). The data for number of journeys and profiles by these variables was generated from ORR data (12-13), and informed by ticket sales information and some consultation with TOCs. The stations for each TOC were stratified by number of passengers and a number of stations in each size stratum is sampled. This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC. National results are constructed by combining data for all TOCs together, weighting by number of journeys. From 7 standard region definitions have been used replacing older rail regions. Analysis for the old regions is available on request. For more details of NRPS methodology, visit From 17, passengers were also offered the chance to complete the questionnaire online. 1.1 Methodology 2

4 1 1.2 Issues affecting 1.28 fieldwork 17 (Wave 36) Fieldwork for Wave 36 (including boosts) was undertaken between th January and th April 17. No fieldwork took place between 13th - 23rd April due to the Easter holidays. During fieldwork there were issues with two lines, the London Overground Gospel Oak to Barking route was closed until Monday 27th February ; therefore limited shifts were conducted on this line. The Blaenau Ffestiniog - Llandudno line was also closed due to damage caused by Storm Doris, no shifts were conducted on this line. There were two periods of industrial action during fieldwork (Monday 13th March & Saturday 8th April), in most cases the effect of these was limited but a small number of shifts could not go ahead as planned and had to be re-scheduled. On the 23rd February most of the UK was hit by Storm Doris, this did result in a number of shifts not taking part as planned due to serious flooding, trains on lines, bus replacements etc. All shifts were re-arranged. There were two separate incidents of structural damage in stations affecting fieldwork. In March emergency repairs were carried out over a week at Liverpool Lime Street due to a wall falling onto the tracks, this did affect a small number of shifts carried out at this station and also stations with lines running to Liverpool Lime Street. On 12th April shifts were postponed for due to bricks causing damage to the line. Planned & unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned. (Wave 3) Fieldwork for Wave 3 (including boosts) was undertaken between the 1st September and th November. Due to industrial action a small number of Southern fieldwork shifts could not go ahead as planned and had to be re-scheduled. The London Overground Gospel Oak to Barking route was not in operation for the whole of the fieldwork period; therefore no fieldwork shifts were conducted on this route. As with previous waves, planned and unplanned engineering works/problems meant that some other shifts were also rescheduled (this particularly affected shifts during weekends). As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running. 1.2 Issues affecting fieldwork 3

5 1 1.2 Issues affecting 1.28 fieldwork (Wave 34) Fieldwork for Wave 34 (including boosts) was undertaken between the 11th January and th March. Due to poor weather and a resulting landslide affecting particular routes during fieldwork, a small number of fieldwork shifts were unable to be completed and were replaced. Service suspension of services for about two weeks towards the end of fieldwork meant that quite a large number of shifts could not be completed for this TOC. This means that the sample size is lower than normal, although the results are still robust at TOC level. As with previous waves, planned and unplanned engineering works/problems meant that some other shifts were also rescheduled (this particularly affected shifts during weekends). As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running. (Wave 33) Fieldwork for Wave 33 (including boosts) was undertaken between the 1st September and 12th November. As with previous waves, planned and unplanned engineering works/problems meant that some other shifts were also rescheduled (this particularly affected shifts during weekends). As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running. 1.2 Issues affecting fieldwork 4

6 2 2.1 Overall satisfaction with your journey and station factors At 9% confidence level: + significant increase - significant decrease C71. Overall satisfaction with the Ove journey 12 rall (428) sa C23 1. Overall satisfaction with Ove the station rall (429) h C31. Ticket buying facilities Rati (222) ng of C32. Provision of information about Rati train times/platforms ng (421) of C33. Upkeep/repair of the station Rati buildings/platforms (414) of C34. Cleanliness Rati (418) ng of C36 1. Toilet facilities at the station* Rati (4) ng of C36 Attitudes and helpfulness of the. Rati staff ng (296) of Satisfaction results for Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied % satisfied/good *Attribute added for the first time in 17, so no historical comparisons yet 2.1 Overall satisfaction with your journey and station factors

7 2 2.1 Station factors (cont'd) At 9% confidence level: + significant increase - significant decrease Satisfaction results for % satisfied/good 17 C37 Connections with other forms. of public transport Rati (3) ng C38 Facilities for car parking. (6) Rati ng C39 Overall environment. (417) Rati ng C Your personal security whilst 2. using the station Rati (379) ng C Availability of staff at the station 3. Rati (348) ng C27 Shelter facilities 1. (299) Rati ng C27 Availability of seating 2. (382) Rati ng C42 How request to station staff was. handled Ove (73) ra C28 Choice of shops/eating/drinking 1. facilities available Rati (338) ng C3 1. Availbility of Wi-Fi* Rati (7) ng Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied *Attribute added for the first time from 2.1 Station factors (cont'd) 6

8 2 2.2 Train factors At 9% confidence level: + significant increase - significant decrease C27 Overall satisfaction with the train 3. Ove 12 (441) ra C43 Frequency of the trains on that. route Sati (4) sf C44 Punctuality/reliability (i.e. the train. arriving/departing on time) Sati (423) sf C4 Length of time the journey was. scheduled to take (speed) Sati 1 2 (417) sf C46 Connections with other train. services Sati (9) sf C47 Value for money of the price. of your ticket Sati (378) sf C49 Upkeep and repair of the train. Rati 4 (433) ng C Provision of information during. the journey Rati 2 3 () ng C1 Helpfulness and attitude of staff. on train Rati 3 4 (2) ng C2. Space for luggage Rati 1 (367) ng Satisfaction results for Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied % satisfied/good Train factors 7

9 2 2.2 Train factors (cont'd) Satisfaction results for % satisfied/good At 9% confidence level: + significant increase - significant decrease 17 C3 Toilet facilities. (183) R C Comfort of the seats*. 1 (422) R Step or gap between the train C36 and the platform* 2. (228) R Your personal security on board C (4) R C Cleanliness of the inside 2. 3 (4) R Cleanliness of the outside C (4) R C Availability of staff on the train 4. (317) R How well train company deals C64 with delays. (79) R Level of crowding* C36 2. (419) S C36 Availability of Wi-Fi* 3. (198) R C36 Availability of power sockets* 4. R (194) Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied *Attribute added for the first time in 17, so no historical comparisons yet 2.2 Train factors (cont'd) 8

10 2 2.3 Overall satisfaction with your journey and station factors At 9% confidence level: + significant increase - significant decrease C71. Overall satisfaction with the Ove journey rall (141) sa C23 1. Overall satisfaction with Ove the 1 4 station rall (142) h C31. Ticket buying facilities Rati (7481) ng of C32. Provision of information about Rati train times/platforms ng (13817) of C33. Upkeep/repair of the station Rati 2 buildings/platforms (13867) of C34. Cleanliness Rati 1 (13889) ng of C36 1. Toilet facilities at the station* Rati (76) ng of C36 Attitudes and helpfulness of the. Rati staff (3) ng of Satisfaction results for Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied % satisfied/good *Attribute added for the first time in 17, so no historical comparisons yet 2.3 Overall satisfaction with your journey and station factors 9

11 2 2.3 Station factors (cont'd) At 9% confidence level: + significant increase - significant decrease C37 Connections with other forms. of public transport Rati (39) ng C38 Facilities for car parking. Rati (426) ng C Your personal security whilst 2. using the station Rati 1 3 (12818) ng 3 C39 Overall environment. Rati 2 (13926) ng C Availability of staff at the station 3. Rati (11662) ng C27 Shelter facilities 1. (11334) Rati ng C27 Availability of seating 2. (12898) Rati ng C42 How request to station staff was. handled Ove (1997) ra C28 Choice of shops/eating/drinking 1. facilities available Rati (11466) ng C3 1. Availibility of Wi-Fi* Rati (9) ng Satisfaction results for Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied % satisfied/good * Attribute added for the first time from 2.3 Station factors (cont'd)

12 2 2.4 Train factors At 9% confidence level: + significant increase - significant decrease C27 Overall satisfaction with the train 3. Ove (1433) ra C43 Frequency of the trains on that. route Sati (14) sf C44 Punctuality/reliability (i.e. the train. arriving/departing on time) Sati sf (13938) C4 Length of time the journey was. scheduled to take (speed) Sati (13826) sf C46 Connections with other train. services Sati (8123) sf C47 Value for money of the price. of your ticket Sati (13) sf C49 Upkeep and repair of the train. Rati 2 (126) ng C Provision of information during. the journey Rati (12987) ng C1 Helpfulness and attitude of staff. on train Rati (93) ng C2. Space for luggage Rati (67) ng Satisfaction results for Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied % satisfied/good Train factors 11

13 2 2.4 Train factors (cont'd) Satisfaction results for % satisfied/good At 9% confidence level: + significant increase - significant decrease 17 C3 Toilet facilities. (813) R C Comfort of the seats*. (13611) R Step or gap between the train C36 and the platform* 2. (17) R Your personal security on board C 3. (12969) R C Cleanliness of the inside 2. (14289) R Cleanliness of the outside C 3. 2 (12811) R C Availability of staff on the train 4. (8891) R How well train company deals C64 with delays. (3) R Level of crowding* C36 (134) 2. Sa C36 Availability of Wi-Fi* 3. (9) R C36 Availability of power sockets* 4. (6113) R Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 23 - *Attribute added for the first time in 17, so no historical comparisons yet 2.4 Train factors (cont'd) 12

14 2 2. TOC versus sector performance versus Overall sample size TOC Sector TOC Index Overall satisfaction with the journey 82 1% STATION FACILITIES Overall satisfaction with the station 76 9% Ticket buying facilities % Provision of information about train times/platforms % Upkeep/repair of the station buildings/platforms 6 73 % Cleanliness % Toilet facilities at the station** % 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 station % Availability of staff at the station % Shelter facilities 7 71 % Availability of seating 3 1 3% How request to station staff was handled 87 3% Choice of shops/eating/drinking facilities available % Availability of Wi-Fi*** % TRAIN FACILITIES Overall satisfaction with the train % Frequency of the trains on that route % Punctuality/reliability (i.e. the train arriving/departing on time) % Length of time the journey was scheduled to take (speed) % Connections with other train services % Value for money of the price of your ticket % Upkeep and repair of the train % Provision of information during the journey % Helpfulness and attitude of staff on train 69 1% Space for luggage 6 14% Toilet facilities % Comfort of the seats** % Step or gap between the train and the platform** % Your personal security on board % Cleanliness of the inside % Cleanliness of the outside % Availability of staff on the train % How well train company deals with delays % Level of crowding** 81 1% Availability of Wi-Fi** % Availability of power sockets** % **Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from 2. TOC versus sector performance 13

15 2 2.6 Results by route Building Block/ route data for Overall sample size Heathrow Connect Overall satisfaction with the journey STATION FACILITIES Overall satisfaction with the station 76 Ticket buying facilities 72 Provision of information about train times/platforms 76 Upkeep/repair of the station buildings/platforms 6 Cleanliness 72 Toilet facilities at the station** 39 Attitudes and helpfulness of the staff 74 Connections with other forms of public transport 79 Facilities for car parking 36 Overall environment 71 Your personal security whilst using the station 71 Availability of staff at the station 61 Shelter facilities 7 Availability of seating 3 How request to station staff was handled Choice of shops/eating/drinking facilities available 1 Availability of Wi-Fi*** 3 TRAIN FACILITIES Overall satisfaction with the train 88 Frequency of the trains on that route 6 Punctuality/reliability (i.e. the train arriving/departing on time) 73 Length of time the journey was scheduled to take (speed) 86 Connections with other train services 76 Value for money of the price of your ticket Upkeep and repair of the train 8 Provision of information during the journey 83 Helpfulness and attitude of staff on train 69 Space for luggage Toilet facilities 6 Comfort of the seats** 84 Step or gap between the train and the platform** 71 Your personal security on board 81 Cleanliness of the inside Cleanliness of the outside 87 Availability of staff on the train How well train company deals with delays 33 Level of crowding** 81 Availability of Wi-Fi** 26 Availability of power sockets** 27 **Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from 2.6 Results by route 14

16 3 3.1 Overall satisfaction and station factors trend charts Percentage satisfaction with aspects of station where boarded Overall satisfaction with the journey Overall satisfaction with the station (428) (429) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.1 Overall satisfaction and station factors

17 3 3.1 Station factors trend charts Ticket buying facilities Provision of information about train times/platforms Upkeep/repair of the station buildings/platforms (222) (421) (414) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.1 Station factors trend charts 16

18 3 3.1 Station factors trend charts Cleanliness The facilities and services at the station Attitudes and helpfulness of the staff (418) (-) (296) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.1 Station factors trend charts 17

19 3 3.1 Station factors trend charts Connections with other forms of public transport Facilities for car parking Overall environment (3) (6) (417) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.1 Station factors trend charts 18

20 3 3.1 Station factors trend charts Your personal security whilst using the station Availability of staff at the station Shelter facilities (379) (348) (299) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.1 Station factors trend charts 19

21 3 3.1 Station factors trend charts Availability of seating How request to station staff was handled Choice of shops/eating/drinking facilities available (382) (73) (338) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.1 Station factors trend charts

22 3 3.2 Train factors trend charts Percentage satisfaction with aspects of train Overall satisfaction with the train Frequency of the trains on that route (441) (4) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 21

23 3 3.2 Train factors trend charts Punctuality/reliability (i.e. the train arriving/departing on time) Length of time the journey was scheduled to take (speed) Connections with other train services (423) (417) (9) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 22

24 3 3.2 Train factors trend charts Value for money of the price of your ticket Cleanliness of the train Upkeep and repair of the train (378) (-) (433) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 23

25 3 3.2 Train factors trend charts Provision of information during the journey Helpfulness and attitude of staff on train Space for luggage () (2) (367) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 24

26 3 3.2 Train factors trend charts Toilet facilities Sufficient room for all passengers to sit/stand on the train (183) (-) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts

27 3 3.2 Train factors trend charts The ease of being able to get on and off the train Your personal security on board Cleanliness of the inside (-) (4) (4) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 26

28 3 3.2 Train factors trend charts Cleanliness of the outside Availability of staff on the train How well train company deals with delays (4) (317) (79) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 27

29 4 4.1 Managed versus non-managed At 9% confidence level: + significant increase - significant decrease Managed versus non-managed stations for (% of passenger journeys originating from each type of station) Overall Total Stations managed by TOC Stations not managed by TOC A = National hub B = Regional hub 19% % 19% C = Important feeder D = Medium staffed E = Small staffed % 3% % 3% F = Small unstaffed 9% 9% Not categorised % % 23% 14% 23% 14% (% of passengers saying satisfied/good) Stations managed by TOC significant difference Stations not managed by TOC Overall satisfaction with the station - 76 Ticket buying facilities - 72 Provision of information about train times/platforms - 76 Upkeep/repair of the station buildings/platforms - 6 Cleanliness - 72 Toilet facilities at the station** - 39 Attitudes and helpfulness of the staff - 74 Connections with other forms of public transport - 79 Facilities for car parking - 36 Overall environment - 71 Your personal security whilst using the station - 71 Availability of staff at the station - 61 Shelter facilities - 7 Availability of seating - 3 How request to station staff was handled - Choice of shops/eating/drinking facilities available - 1 Availability of Wi-Fi*** - 3 **Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from 4.1 Managed versus non-managed 28

30 .1 TOC weekday/weekend satisfaction scores At 9% confidence level: + significant increase - significant decrease Weekday Weekend Overall sample size significant change significant 17 change Overall satisfaction with the journey STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms Upkeep/repair of the station buildings/platforms Cleanliness Toilet facilities at the station** 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 station Availability of staff at the station Shelter facilities Availability of seating How request to station staff was handled Choice of shops/eating/drinking facilities available Availability of Wi-Fi*** TRAIN FACILITIES Overall satisfaction with the train Frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) Length of time the journey was scheduled to take (speed) Connections with other train services Value for money of the price of your ticket Upkeep and repair of the train Provision of information during the journey Helpfulness and attitude of staff on train Space for luggage Toilet facilities Comfort of the seats** Step or gap between the train and the platform** Your personal security on board Cleanliness of the inside Cleanliness of the outside Availability of staff on the train 49 How well train company deals with delays Level of crowding** Availability of Wi-Fi** Availability of power sockets** **Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from.1 TOC weekday/weekend satisfaction scores 29

31 .2 Sector weekday/weekend satisfaction scores At 9% confidence level: + significant increase - significant decrease Weekday Weekend Overall sample size significant change significant 17 change Overall satisfaction with the journey STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms Upkeep/repair of the station buildings/platforms Cleanliness Toilet facilities at the station** 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 station Availability of staff at the station Shelter facilities Availability of seating How request to station staff was handled Choice of shops/eating/drinking facilities available Availability of Wi-Fi*** TRAIN FACILITIES Overall satisfaction with the train Frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) Length of time the journey was scheduled to take (speed) Connections with other train services Value for money of the price of your ticket Upkeep and repair of the train Provision of information during the journey Helpfulness and attitude of staff on train Space for luggage Toilet facilities Comfort of the seats** Step or gap between the train and the platform** Your personal security on board Cleanliness of the inside Cleanliness of the outside Availability of staff on the train How well train company deals with delays Level of crowding** Availability of Wi-Fi** Availability of power sockets** **Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from.2 Sector weekday/weekend satisfaction scores

32 6 6.1 Passenger experience of delays Overall sample size Heathrow Connect London and South East Heathrow Connect London and South East LENGTH OF DELAY No delay Up to minutes delay minutes delay minutes delay minutes delay minutes delay minutes delay 1 Over minutes delay 1 1 Don't know/no answer 2 2 AMOUNT OF INFORMATION PROVIDED ABOUT THE DELAY SPEED WITH WHICH INFORMATION WAS PROVIDED Very well Very well Fairly well Fairly well Neither well nor poorly Neither well nor poorly Fairly poorly Fairly poorly Very poorly Very poorly 16 ACCURACY OF INFORMATION GIVEN ABOUT THE DELAY TIME TAKEN TO RESOLVE THE PROBLEM Very well Very well 11 9 Fairly well 34 Fairly well Neither well nor poorly Neither well nor poorly 3 32 Fairly poorly Fairly poorly 14 Very poorly 16 Very poorly 19 USEFULNESS OF THE INFORMATION AVAILABILITY OF ALTERNATIVE TRANSPORT IF THE Very well TRAIN SERVICE COULD NOT CONTINUE Fairly well 37 Very well 6 Neither well nor poorly Fairly well 16 Fairly poorly 13 Neither well nor poorly 22 Very poorly 19 Fairly poorly Very poorly Passenger experience of delays 31

33 7 7.1 General sample profile Overall sample size Heathrow Connect London and South East Heathrow Connect London and South East DISABILITY OR LONG TERM ILLNESS JOURNEY PURPOSE Vision 1 Commuter 1 Hearing 1 2 Business 12 Mobility 1 3 Leisure Dexterity - 1 Learning or understanding or concentrating 1 Memory 1 WEEKDAY/WEEKEND Mental health 1 2 Weekday Stamina or breathing or fatigue 1 2 Weekend Socially or behaviourally - Other 1 2 None 86 8 TIME OF TRAVEL No answer 9 Peak - 48 Off-Peak 2 GENDER ASKED FOR HELP OR INFORMATION Male Yes asked for help 11 7 Female 4 2 Yes asked for information 7 7 Could not find anyone to ask 3 2 No/didn`t need help/information AGE TRAVELLING WITH Heavy/bulky luggage/other large items Pushchair Folding bicycle Non-folding bicycle Dog Wheelchair Helper - Mobility scooter - ETHNIC GROUP OF PASSENGERS None apply 72 8 White Mixed 3 2 Asian or Asian British 12 3 Black or Black British Chinese or other ethnic group General sample profile 32

34 7 7.1 General sample profile (cont'd) Overall sample size Heathrow Connect London and South East TYPE OF TICKET USED FOR JOURNEY Anytime single/return Anytime day single/return 9 Off-peak/super off-peak single/return 2 8 Off-peak/super off-peak day single/return 2 7 Advance 2 3 Day travelcard 3 8 Oyster pay as you go Weekly or monthly season ticket (including travelcard/travelcard on oyster) 21 Annual season ticket (including travelcard/travelcard on oyster) Special promotion ticket 2 Rail staff pass/privilege ticket/police concession 3 1 Free travel pass (e.g. Freedom pass) 8 9 Other Don't know/ no answer General sample profile (cont'd) 33

35 7 7.2 Station sample sizes Station sample sizes for Overall sample size Unweighted London Paddington 7 Hayes And Harlington 62 Heathrow Airport T Ealing Broadway 34 Southall 31 West Ealing 22 Heathrow Terminal Hanwell 13 Heathrow Terminal Station sample sizes 34

36 7 7.3 Weighted sample profile * Part of the Govia Thameslink Railway franchise ** The following TOCs were rebranded in : Greater Anglia (from Abellio Greater Anglia), Northern (from Northern Rail), TransPennine Express (from First TransPennine Express) Annual journeys ('s) Commute Journey Purpose Day of Week Station Size Business Leisure Weekday Weekend Very large Large Medium Small Sample size Arriva Trains Wales c2c Chiltern Railways CrossCountry East Midlands Trains Gatwick Express* Great Northern Great Western Railway* Greater Anglia** London Midland London Overground Merseyrail Northern** ScotRail South West Trains Southeastern Southern* TfL Rail Thameslink* TransPennine Express** Virgin Trains Virgin Trains East Coast Weighted sample profile 3

37 7 7.4 Unweighted sample profile * Part of the Govia Thameslink Railway franchise ** The following TOCs were rebranded in : Greater Anglia (from Abellio Greater Anglia), Northern (from Northern Rail), TransPennine Express (from First TransPennine Express) Sample size Commute Journey Purpose Day of Week Station Size Business Leisure Weekday Weekend Very large Large Medium Small Sample size Arriva Trains Wales c2c Chiltern Railways CrossCountry East Midlands Trains Gatwick Express* Great Northern Great Western Railway* Greater Anglia** London Midland London Overground Merseyrail Northern** ScotRail South West Trains Southeastern Southern* TfL Rail Thameslink* TransPennine Express** Virgin Trains Virgin Trains East Coast Unweighted sample profile 36

38 8 8.1 Standard reports produced for NRPS The following reports are produced each wave: At a glance for each TOC Short summary reports showing headline results Full Report Summary tables for all TOCs (including comparison with one year previously), trend tables for last waves by TOC, trend charts for the main NRPS factors, peak vs off-peak analysis for LSE TOCs. Multivariate Report Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and by TOC for latest two NRPS waves combined. PTE Report NRPS reports for all PTEs (exactly the same format as TOC reports). Rankings Report Results since wave showing satisfaction score for each TOC by factor, significant changes since one year earlier, national rank and rank in TOC type. Stakeholder Report Stations Report Summary national trend charts for all main factors, trend charts by age/journey purpose & gender, summary results for leisure/business passengers & commuters, one page for each factor showing national trend and results for all TOCs, Government Office Region charts for each factor and simple tables for some questions that are not included in the main NRPS report. Percentage of passengers satisfied by each main factor for last waves for all Network Rail stations covered by NRPS during that time period. TOC Report Virtual TOC Report Tables and graphs showing results for TOC (including comparisons with one year previously and with relevant sector), trend charts for all factors (including sector and benchmark (if relevant) comparisons), summary profile of passengers surveyed, station sample sizes for TOC and sample composition & weighting. NRPS reports for TOCs that used to exist or that are planned to exist in the future (exactly the same format as TOC reports). 8.1 Standard reports produced for NRPS 37

39 8 8.2 Rail sectors Sector definitions The sector results used in this report contain the following TOCs (non-franchised operators are excluded): Operators Long Distance Operators c2c Chiltern Railways Gatwick Express* Great Northern* Great Western Railway Greater Anglia London Midland London Overground South West Trains Southeastern Southern* TfL Rail Thameslink* CrossCountry East Midlands Trains TransPennine Express Virgin Trains Virgin Trains East Coast The following TOCs were rebranded in : - Greater Anglia (from Abellio Greater Anglia) - Northern (from Northern Rail) - TransPennine Express (from First TransPennine Express) Regional Operators Arriva Trains Wales Merseyrail Northern ScotRail * Part of the Govia Thameslink Railway framchise 8.2 Rail sectors 38

40 How routes are defined How are routes defined c2c: Tilbury line Journeys on the London Fenchurch Street Southend Central (via Tilbury Town) and Fenchurch Street Grays lines. East Midlands Trains: London Journeys on the London - Sheffield route. Also includes London - Corby services. The routes have been defined in conjunction with the train companies. By TOC the areas covered by each route are as follows: The following TOCs were rebranded in : - Greater Anglia (from Abellio Greater Anglia) - Northern (from Northern Rail) - TransPennine Express (from First TransPennine Express) Chiltern Railways: Commuter Journeys on the London Marylebone Banbury route, including services London Marylebone - stations south of Banbury (via Wembley Stadium). Also includes London Marylebone Aylesbury (via High Wycombe) and Aylesbury Princes Risborough services, but not London Marylebone Oxford. Chiltern Railways: Metro Journeys on the Aylesbury/Aylesbury Vale Parkway London line (via Amersham). Chiltern Railways: Oxford Journeys on London Marylebone Oxford services. Gatwick Express* Fast Gatwick Express services Gatwick London Victoria (including peak extensions to/from Brighton). Grand Central: London - Bradford Journeys on London King's Cross - Bradford Interchange route. Grand Central: London - Sunderland Journeys on London King's Cross - Sunderland route. Arriva Trains Wales: Cardiff & Valleys Journeys on the Valley lines around Cardiff. Arriva Trains Wales: Interurban Journeys on the Fishguard Harbour Manchester Piccadilly, Milford Haven Manchester Piccadilly, and Holyhead Cardiff Central lines. Arriva Trains Wales: Mid Wales & Borders Journeys on the Pwllheli/Aberystwyth Birmingham International, Shrewsbury Crewe, and Holyhead Birmingham International lines. Arriva Trains Wales: North Wales & Borders Journeys on the Llandudno Manchester Piccadilly, Bidston Wrexham Central, Chester Crewe, and Llandudno/Llandudno Junction - Blaenau Ffestiniog lines. Arriva Trains Wales: South Wales & Borders/West Wales Journeys on the Swansea Shrewsbury, Maesteg Cheltenham Spa, Pembroke Docks Swansea, Swansea Cardiff Central, and Cardiff Central Ebbw Vale Town lines. c2c: Southend line Journeys on the London Fenchurch Street Shoeburyness/Southend Central line (via Basildon). Chiltern Railways: West Midlands Journeys on the West Midlands London Marylebone services, including London Stratford-Upon-Avon and a few services that do not go to/from London. CrossCountry: East West Journeys on routes Birmingham Leicester, Birmingham Cambridge and Stansted Airport, and Nottingham/Derby Bristol/Cardiff. CrossCountry: North-South Manchester Journeys on route Manchester to/from the South West and South Coast. CrossCountry: North-South Scotland & North East Journeys on route Scotland/North East England to/from the South West/South Coast. East Midlands Trains: Liverpool - Norwich Journeys on the Liverpool - Norwich route. East Midlands Trains: Local Journeys on rail lines around Nottingham (excluding Liverpool - Norwich and London - Sheffield). Great Northern* Journeys on the Peterborough/King's Lynn - London King's Cross/Moorgate route. Great Western Railway: Long distance Journeys on long distance services. Great Western Railway: London Thames Valley Journeys on relatively short distance services in and around the Thames Valley. Great Western Railway: West Journeys on (generally) short distance rural rail lines in the West of England. Greater Anglia: Intercity London Norwich journeys, plus a few shorter workings (like an early morning Colchester to Norwich service). Greater Anglia: Main line Journeys on outer suburban Great Eastern services London - Ipswich, plus branches to Harwich, Clacton, Walton, Sudbury, Southminster and Braintree. Also includes journeys on London - Southend Victoria service. * Part of the Govia Thameslink Railway franchise 8.3 How routes are defined 39

41 8 8.3 How routes are defined (cont'd) Greater Anglia: Rural Journeys on Ipswich Felixstowe, Lowestoft, Cambridge and Peterborough rail lines, plus Norwich to Lowestoft, Yarmouth, Sheringham and Cambridge lines. Greater Anglia: Stansted Journeys on Stansted Express, on Greater Anglia trains which start or end at Stansted Airport where the passenger has an origin or destination of the airport. Greater Anglia: West Anglia Journeys on London Hertford East, London Cambridge, London King s Lynn, Cambridge Kings s Lynn and Cambridge - Stansted Airport. Also passengers using Stansted Express for journeys not travelling to or from Stansted Airport. : All journeys. London Overground: Highbury & Islington Croydon/ Clapham Junction Journeys on the Highbury & Islington West Croydon and Highbury & Islington - Clapham Junction lines. London Overground: Richmond/Clapham Junction Stratford Journeys on the Richmond Stratford and Clapham Junction Willesden Junction/Stratford rail lines. London Overground: Watford Euston Journeys on the London Euston Watford line. London Overground: West Anglia Journeys on West Anglia routes London - Enfield Town, London - Chingford, London - Cheshunt and Romford - Upminster. ScotRail: Interurban Journeys on longer distance rail lines between urban areas. ScotRail: Rural Journeys on predominantly rural rail lines. ScotRail: Strathclyde Journeys on local rail lines within Strathclyde. ScotRail: Urban Shorter distance journeys on predominantly urban rail lines, within urban areas that are not covered by the Strathclyde route. Heathrow Express: All Heathrow Express journeys. Merseyrail: Northern Journeys on the Hunts Cross Southport/Ormskirk rail line. Southeastern: High speed Journeys on high speed trains to/from London St. Pancras. Hull Trains: All Hull Trains journeys. Merseyrail: Wirral Journeys on the central Liverpool West Kirby, New Brighton, Chester and Ellesmere Port rail lines. Southeastern: Main line Journeys on (generally) main line routes London Kent lines. London Midland: London Commuter Journeys on London Euston Milton Keynes Northampton services. Also journeys on Bedford Bletchley, and Watford Junction St Albans Abbey routes. London Midland: West Coast Journeys on London Euston Crewe/Liverpool Lime Street, London Euston Birmingham New Street (mainly passengers to/from Birmingham New Street, Coventry or Rugby), and Birmingham New Street - Liverpool Lime Street routes. London Midland: West Midlands Journeys on several rail lines in and around Birmingham New Street. Northern: Central Journeys on several lines in and around Manchester. Northern: East Journeys on several lines in and around Leeds, Doncaster and Sheffield. Northern: North East Journeys on lines in and around Newcastle. Southeastern: Metro Journeys on rail lines that are within London. Southern: Metro* Journeys on rail lines that are within London. Southern: Sussex Coast* Journeys London Sussex (and beyond). London Overground: Gospel Oak Barking* Journeys on the Gospel Oak Barking line. Northern: West Journeys on lines in and around Liverpool and Preston. South West Trains: Island line Journeys starting from stations on the Isle of Wight. * Part of the Govia Thameslink Railway franchise 8.3 How routes are defined (cont'd)

42 8 8.3 How routes are defined (cont'd) South West Trains: Longer distance Journeys starting on longer distance routes that generally go to or from London, but where the vast majority of the journey is outisde London. South West Trains: Metro Journeys on routes that are mainly or wholly within London. Virgin Trains: London - Birmingham Scotland Journeys on London - Birmingham Scotland services. Virgin Trains: London Liverpool Journeys on London Liverpool services. South West Trains: Outer Suburban and Local Journeys on routes that go outside London, but which are within commuter travelling distance of London. Also journeys on local routes that are generally not on main lines that are wholly outside London. TfL Rail Journeys on London Shenfield metro service. Virgin Trains: London Manchester Journeys on London Manchester services. Virgin Trains: London North Wales Journeys on London Holyhead/North Wales services. Thameslink: Loop* Journeys on Thameslink loop trains (via Wimbledon and Sutton) from/to as far north as Luton or St Albans. Virgin Trains: London Scotland Journeys on London Glasgow/Scotland services. Also includes London - Blackpool services. Thameslink: Kent* Journeys on the Bedford - Kent route (including Denmark Hill & Sevenoaks, West Dulwich & Orpington route). Virgin Trains: London Wolverhampton/Shrewsbury Journeys on London Wolverhampton/Shrewsbury services. Thameslink: North/South* Journeys on the Brighton Bedford route. Virgin Trains East Coast: London Leeds and West Yorkshire Journeys on London Leeds, London Harrogate, London Bradford Foster Square, and London Skipton services. TransPennine Express: North Journeys on rail lines between Liverpool Lime Street/Manchester/ Manchester Airport and Hull, Scarborough, Middlesbrough, and Newcastle. TransPennine Express: North West Journeys on rail lines between Manchester Airport & Manchester and Carlisle, Preston, Lancaster, Glasgow and Edinburgh. Virgin Trains East Coast: London Newcastle/Sunderland and East Yorkshire Journeys on London Newcastle, London Sunderland, London York, London Hull, and London Lincoln services. Virgin Trains East Coast: London - Scotland Journeys on London Scotland services, and Leeds Scotland services. TransPennine Express: South Journeys on rail lines between Manchester Airport/Manchester and Cleethorpes. * Part of the Govia Thameslink Railway franchise 8.3 How routes are defined (cont'd) 41

43 Reference: TOC report 17 Contacts: David Greeno Transport Focus Fleetbank House 2-6 Salisbury Square London, EC4Y 8JX Tel: Pam Armstrong Chime Insight & Engagement Group th Floor, Holborn Gate 26, Southampton Buildings London WC2A 1AH Tel: pam.armstrong@cie.uk.com Transport Focus is the operating name of the Passengers' Council. This survey was published in July 17. Transport Focus 17.