National Passenger Survey TOC Report for Contacts: David Greeno Passenger Focus 1 Drummond Gate London, SW1V QY Tel: 13 837 Email: david.greeno@passengerfocus.org.uk David Chilvers BDRC Continental Kingsbourne House 9-31 High Holborn London, WC1V 7DA Tel: 74 9111 Email: dave.chilvers@bdrc-continental.com
Contents 4 Managed versus non-managed stations 4.1 Station factor results for 6 4. Network Rail categorisation for 7 1 Introduction Peak/off-peak satisfaction 1.1 Methodology.1 Peak/off peak satisfaction for 8 1. Issues affecting fieldwork 3. Peak/off peak satisfaction for Key results 6 Sample profile.1 Overall satisfaction and station factor results for Chiltern Railways 6.1 Weighted sample profile for 3. Train factor results for 6 6. Weighted sample profile for 33.3 Overall satisfaction and station factor results for London and South East 8 6.3 Station sample sizes for 34.4 Train factor results for 9 6.4 Weighted sample composition for all TOCs 3. performance versus London and South East 11 6. Unweighted sample composition for all TOCs 36.6 Building block/route data for 13 3 Passenger satisfaction trend charts 7 Technical appendix 3.1 Trend charts of all passenger satisfaction results for 1 7.1 Standard reports produced for NPS 37 7. Rail sectors 38 1
1 1.1 Methodology 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, 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 is carried out each (February/March) and (September/October). Up to 3, fieldwork took place over 3 weeks. In 3, the fieldwork was extended to an 11 week period, from 6 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 (). 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 standard region definitions have been used replacing older rail regions. Analysis for the old regions is available on request. For more details of NPS methodology, visit www.passengerfocus.org.uk 1.1 Methodology
1 1. Issues affecting fieldwork (Wave ) Wave fieldwork (Main and Boost) was undertaken between 1st September and 18th November. Top up shifts were run within the last 3 weeks of the fieldwork period. Delayed fieldwork on a separate rail industry project led to a smaller number of NPS shifts than normal at London Euston during the first couple of weeks of fieldwork, with others planned being moved to later in the fieldwork period. As with previous waves, planned engineering works meant that some shifts were rescheduled. 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 4) Wave 4 fieldwork (Main and Boost) was undertaken between 31st January and 1th April. Top up interviews were run within the last 3 weeks of the fieldwork period. Closure of the Wrexham and Shropshire Franchise prior to the start of fieldwork meant that no shifts were conducted on train or at station for this TOC. Due to strike action with Arriva Trains Wales a small number of weekend shifts had to be rescheduled for later on in the fieldwork period. Other than this strike action, and clashes with Virgin Trains own fieldwork and a small amount of engineering work mainly affecting London Overground shifts there was little disruption to the field schedule. Whenever possible the shifts went ahead as planned if there were still train services The results achieved by London Midland are likely to have been affected by an industrial dispute which resulted in the cancellation of a significant number of trains through the full survey period. One fieldworker was commended on his behaviour by First TransPennine Express after saving the life of a young female passenger by preventing her from falling onto the track. 1. Issues affecting fieldwork 3
1 1. Issues affecting fieldwork (cont'd) (Wave 3) Fieldwork (Main and Boost) was undertaken between nd September and 1th November. Top up shifts were run between 14th October and the 6th November. Planned engineering works meant that some shifts were rescheduled. 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. Engineering works particularly affected shifts scheduled to be conducted on weekends both on train and at stations run by London Overground and Wrexham and Shropshire respectively. All shifts were rescheduled and conducted on the weekends where possible. Due to shortfall on returns on certain TOCs the fieldwork period was extended from the 1th of November to the 6th November. Other than the Papal visit, and the Conservative Party conference there were no other events that caused major disruptions to the fieldwork schedule. (Wave ) Fieldwork was undertaken between 31 January and 7 March. Top up shifts were run between 8 March and 9 April. The main fieldwork period was similar to previous years, but the top-up period was slightly extended because of problems encountered earlier in the fieldwork period. Extreme weather - in particular, heavy snow during the 1st week of February - caused a lot of disruption to the fieldwork schedule. Over % of all shifts originally scheduled for -6 February had to be postponed until later in the fieldwork period. As always, planned engineering works meant that some shifts were rescheduled. 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. Over-running engineering work meant that further shifts had to be rescheduled during the course of the fieldwork, but this was not a great problem. A few shifts were rescheduled to avoid clashing with Six Nations rugby matches, but sporting events did not cause much disruption to the original schedule. 1. Issues affecting fieldwork (cont'd) 4
.1 Overall satisfaction and station factors Satisfaction results for Overall satisfaction 1 1 3 7 44 44 (1116) At 9% confidence level: + denotes significant increase - denotes significant decrease % satisfied/good 88 Overall satisfaction with the station 1 (1118) 11 8 + 8 Ticket buying facilities (67) 3 4 46 38 84 81 Provision of information about train times/platforms 3 (97) 43 83 8 The upkeep/repair of the station buildings/platforms 4 (8) 1 3 1 1 33 84 + 78 Cleanliness (93) 1 3 8 38 88 + 83 The facilities and services (967) 6 9 18 44 4 69 6 The attitudes and helpfulness of the staff 7 (88) 16 37 77 7 Connections with other forms of public transport 8 (817) 7 17 43 31 74 74 Facilities for car parking (1) 9 7 1 39 69 69 The overall station environment (14) 1 1 8 + 8 Your personal security whilst using (999) 11 11 19 47 3 79 + 74 The availability of staff (938) 1 4 How request to station staff was handled (186) 13 1 4 8 6 1 7 43 61 4 67 64 89 87 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied.1. Overall satisfaction and station factors
. Train factors At 9% confidence level: + denotes significant increase - denotes significant decrease Satisfaction results for % satisfied/good The frequency of the trains on that route 1 (19) 3 8 9 46 3 8-8 Punctuality/reliability (i.e. train arriving/departing on time) (1117) 4 7 7 33 49 8-91 The length of time the journey was scheduled to take (speed) 3 (16) 1 4 8 47 87 8 Connections with other train services 4 () 3 3 18 43 3 76 7 The value for money for the price of your ticket (8) 11 18 1 1 Cleanliness of the train (114) 6 4 9 3 34 87 8 The upkeep and repair of the train (1114) 7 1 3 8 34 89 + 83 The provision of information during the journey (973) 8 3 1 48 9 77 + 73 The helpfulness and attitude of staff on train (478) 9 8 39 3 6 6 The space for luggage (84) 6 14 1 4 1 6 6 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied. Train factors 6
. Train factors (cont'd) At 9% confidence level: + denotes significant increase - denotes significant decrease Satisfaction results for % satisfied/good Toilet facilities (413) 1 9 1 8 37 14 1 4 Sufficient room for all the passengers to sit/stand (83) 4 8 11 4 3 77 77 Comfort of the seating area (9) 3 4 1 4 8 8 79 The ease of being able to get on and off (13) 4 1 8 47 4 89 91 Your personal security whilst on board (3) 1 13 47 38 86 8 The cleanliness of the inside (1114) 6 1 4 9 6 31 87 84 The cleanliness of the outside (94) 7 1 6 9 8 8 The availability of staff (637) 8 14 11 37 14 39 37 How well train company dealt with delays () 9 9 17 3 9 39 - Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied. Train factors (cont'd) 7
.3 Overall satisfaction and station factors Satisfaction results for Overall satisfaction 1 4 11 48 36 (17116) At 9% confidence level: + denotes significant increase - denotes significant decrease % satisfied/good 83 83 Overall satisfaction with the station 1 (1749) 1 16 4 4 77 + 7 Ticket buying facilities (9644) 4 14 4 7 7 7 Provision of information about train times/platforms 3 (1636) 6 11 47 33 8 8 The upkeep/repair of the station buildings/platforms 4 (1638) 3 1 47 19 6 + 63 Cleanliness (16441) 8 19 49 71 7 The facilities and services (134) 6 1 17 36 13 49 The attitudes and helpfulness of the staff 7 (1491) 4 6 1 41 8 69 69 Connections with other forms of public transport 8 (16) 3 7 16 44 74 74 Facilities for car parking (6661) 9 19 14 19 3 16 49 47 The overall station environment (16684) 8 1 16 67 + 6 Your personal security whilst using (14988) 11 4 8 46 19 66 + 64 The availability of staff (1441) 1 How request to station staff was handled (71) 13 3 7 6 6 1 4 39 17 7 7 8 84 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied.3 Overall satisfaction and station factors 8
.4 Train factors At 9% confidence level: + denotes significant increase - denotes significant decrease Satisfaction results for % satisfied/good The frequency of the trains on that route 1 (168) 4 9 46 31 77 76 Punctuality/reliability (i.e. train arriving/departing on time) (1693) 4 8 8 41 8 81 The length of time the journey was scheduled to take (speed) 3 (168) 43 83 84 Connections with other train services 4 (187) 3 17 4 7 7 The value for money for the price of your ticket (164) 16 1 7 14 4-44 Cleanliness of the train (1711) 6 9 1 1 3 74 + 7 The upkeep and repair of the train (16) 7 8 16 4 7 74 The provision of information during the journey (197) 8 3 8 44 69 69 The helpfulness and attitude of staff on train (8739) 9 6 31 3 7 8 The space for luggage (141) 7 18 3 39 13 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied.4 Train factors 9
.4 Train factors (cont'd) At 9% confidence level: + denotes significant increase - denotes significant decrease Satisfaction results for % satisfied/good Toilet facilities (68) 1 3 18 4 3 3 Sufficient room for all the passengers to sit/stand (161) 8 1 6 67 67 Comfort of the seating area (169) 3 3 8 18 1 71 71 The ease of being able to get on and off (16834) 4 13 49 8 79 Your personal security whilst on board (1818) 1 1 48 7 7 74 The cleanliness of the inside (16998) 6 8 1 7 + 7 The cleanliness of the outside (14769) 7 74 + 7 The availability of staff (1163) 8 14 16 31 7 1 39 38 How well train company dealt with delays (818) 9 11 1 38 7 9 36 37 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied.4 Train factors (cont'd)
. Overall satisfaction and station factors performance versus TOC Sector TOC Index Overall satisfaction 88 83 6% Overall satisfaction with the station 77 116% Ticket buying facilities 84 7 117% Provision of information about train times/platforms 83 8 4% The upkeep/repair of the station buildings/platforms 84 6 18% Cleanliness 88 71 14% The facilities and services 69 49 139% The attitudes and helpfulness of the staff 77 69 111% Connections with other forms of public transport 74 74 1% Facilities for car parking 69 49 14% Overall environment 8 67 17% Your personal security whilst using 79 66 119% The availability of staff 67 7 118% How request to station staff was handled 89 8 4%. Overall satisfaction and station factors 11
. Train factors performance versus TOC Sector TOC Index The frequency of the trains on that route 8 77 4% Punctuality/reliability (i.e. the train arriving/departing on time) 8 8 % The length of time the journey was scheduled to take (speed) 87 83 4% Connections with other train services 76 7 % The value for money for the price of your ticket 1 4 1% Cleanliness of the train 87 74 118% Upkeep and repair of the train 89 7 119% The provision of information during the journey 77 69 11% The helpfulness and attitude of staff on train 6 7 8% The space for luggage 6 11% The toilet facilities 1 3 146% Sufficient room for all passengers to sit/stand 77 67 11% The comfort of the seating area 8 71 11% The ease of being able to get on and off 89 8 11% Your personal security on board 86 7 114% The cleanliness of the inside 87 7 117% The cleanliness of the outside 8 74 11% The availability of staff 39 39 99% How well train company deals with delays 39 36 8%. Train factors 1
.6 Overall satisfaction and station factors Building block/route data for North South Overall satisfaction 87 88 Overall satisfaction with the station 87 91 Ticket buying facilities 87 83 Provision of information about train times/platforms 8 84 The upkeep/repair of the station buildings/platforms 8 8 Cleanliness 87 89 The facilities and services 6 7 The attitudes and helpfulness of the staff 79 76 Connections with other forms of public transport 69 7 Facilities for car parking 6 73 Overall environment 8 86 Your personal security whilst using 78 79 The availability of staff 6 67 How request to station staff was handled 96 86.6 Overall satisfaction and station factors 13
.6 Train factors Building block/route data for North South The frequency of the trains on that route 8 79 Punctuality/reliability (i.e. the train arriving/departing on time) 81 8 The length of time the journey was scheduled to take (speed) 88 86 Connections with other train services 76 7 The value for money for the price of your ticket 6 47 Cleanliness of the train 88 87 Upkeep and repair of the train 89 The provision of information during the journey 83 7 The helpfulness and attitude of staff on train 78 4 The space for luggage 63 9 The toilet facilities 1 Sufficient room for all passengers to sit/stand 8 74 The comfort of the seating area 88 8 The ease of being able to get on and off 89 89 Your personal security on board 87 8 The cleanliness of the inside 87 87 The cleanliness of the outside 87 84 The availability of staff 6 How well train company deals with delays 4 38.6 Train factors 14
3 3.1 Passenger satisfaction trend charts Overall satisfaction (1116) Percentage of passengers satisfied to Overall station satisfaction (1118) Percentage of passengers satisfied to Ticket buying facilities (67) Percentage of passengers satisfied to Benchmark Benchmark 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 Target Target 78 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts 1
3 3.1 Passenger satisfaction trend charts Provision of information about train times/platforms (97) Percentage of passengers satisfied to The upkeep/repair of the station building/platforms (8) Percentage of passengers satisfied to Cleanliness of the station (93) Percentage of passengers satisfied to Benchmark Benchmark 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 Target 8 Target 8 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts 16
3 3.1 Passenger satisfaction trend charts The facilities and services at the station (967) Percentage of passengers satisfied to The attitudes and helpfulness of the staff at the station (88) Percentage of passengers satisfied to Connections with other forms of public transport from the station (817) Percentage of passengers satisfied to Benchmark 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 Target 79 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts 17
3 3.1 Passenger satisfaction trend charts Facilities for car parking at the station (1) Percentage of passengers satisfied to Overall station environment (14) Percentage of passengers satisfied to Your personal security whilst using the station (999) Percentage of passengers satisfied to Benchmark 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 Target 8 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts 18
3 3.1 Passenger satisfaction trend charts The availability of staff at the station (938) Percentage of passengers satisfied to How request to station staff was handled (186) Percentage of passengers satisfied to The frequency of trains on that route (19) Percentage of passengers satisfied to 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts 19
3 3.1 Passenger satisfaction trend charts Punctuality/reliability (i.e. train arriving/departing on time) (1117) Percentage of passengers satisfied to The length of time the journey was scheduled to take (speed) (16) Percentage of passengers satisfied to Connections with other train services () Percentage of passengers satisfied to 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts
3 3.1 Passenger satisfaction trend charts The value for money for the price of your ticket (8) Percentage of passengers satisfied to Cleanliness of the train (114) Percentage of passengers satisfied to Upkeep and repair of the train (1114) Percentage of passengers satisfied to Benchmark Benchmark 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 Target 8 Target 79 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts 1
3 3.1 Passenger satisfaction trend charts The provision of information during the journey (973) Percentage of passengers satisfied to Benchmark The helpfulness and attitude of staff on train (478) Percentage of passengers satisfied to Benchmark The space for luggage (84) Percentage of passengers satisfied to Benchmark 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 Target 6 Target 71 Target 6 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts
3 3.1 Passenger satisfaction trend charts Toilet facilities on train (413) Percentage of passengers satisfied to Sufficient room for all the passengers to sit/stand (83) Percentage of passengers satisfied to The comfort of the seating area (9) Percentage of passengers satisfied to Benchmark Benchmark 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 Target 4 Target 71 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts 3
3 3.1 Passenger satisfaction trend charts The ease of being able to get on and off the train (13) Percentage of passengers satisfied to Your personal security whilst on board (3) Percentage of passengers satisfied to The cleanliness of the inside of the train (1114) Percentage of passengers satisfied to 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts 4
3 3.1 Passenger satisfaction trend charts The cleanliness of the outside of the train (94) Percentage of passengers satisfied to The availability of staff on the train (637) Percentage of passengers satisfied to How well train company dealt with delay () Percentage of passengers satisfied to 9 9 9 8 8 8 8 8 8 7 7 7 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Passenger satisfaction trend charts
4 4.1 Station factor results At 9% confidence level: + denotes significant increase - denotes significant decrease Managed versus non-managed stations for Stations managed by TOC significant difference Stations not managed by TOC Overall satisfaction with the station 8 Ticket buying facilities 84 77 Provision of information about train times/platforms 8 + 71 The upkeep/repair of the station buildings/platforms 8 + 71 Cleanliness 89 + 7 The facilities and services 7 + 6 The attitudes and helpfulness of the staff 76 8 Connections with other forms of public transport 74 71 Facilities for car parking 71 + 47 Overall environment 86 + 7 Your personal security whilst using 79 76 The availability of staff 67 64 How request to station staff was handled 88 9 4.1 Station factor results 6
4 4. Network Rail categorisation Managed versus non-managed stations for (% Passengers Journeys originating from each type of station) Overall Total Stations managed by TOC Stations not managed by TOC 1% 1% 3% 13% % 37% 41% 36% 4% 4% % % 14% 9% 14% % 9% 11% A = National hub C = Important feeder E = Small staffed Not categorised B = Regional hub D = Medium staffed F = Small unstaffed 4. Network Rail categorisation 7
.1 Overall satisfaction and station factors Peak/off-peak satisfaction scores for At 9% confidence level: + denotes significant increase - denotes significant decrease Peak significant change TOC Sector Off-Peak significant change TOC Index Overall satisfaction 8 88 91 Overall satisfaction with the station 87 87 91 + 84 Ticket buying facilities 79 83 8 8 Provision of information about train times/platforms 8 84 8 8 The upkeep/repair of the station buildings/platforms 8 + 69 8 + 8 Cleanliness 8 + 77 89 + 8 The facilities and services 63 7 7 67 The attitudes and helpfulness of the staff 77 77 76 74 Connections with other forms of public transport 66 64 77 76 Facilities for car parking 66 67 7 7 Overall environment 83 78 86 + 8 Your personal security whilst using 78 + 69 79 7 The availability of staff 64 64 68 64 How request to station staff was handled 97 84 87 87 * Peak is defined as weekday journeys that arrive at London terminals between 7: and 9:9, and those departing between 16: and 18:9.1 Overall satisfaction and station factors 8
.1 Train factors Peak/off-peak satisfaction scores for At 9% confidence level: + denotes significant increase - denotes significant decrease Peak significant change TOC Off-Peak Sector significant change TOC Index The frequency of the trains on that route 7-8 83 8 Punctuality/reliability (i.e. the train arriving/departing on time) 69-86 - 91 The length of time the journey was scheduled to take (speed) 79 79 89 86 Connections with other train services 7 7 77 7 The value for money for the price of your ticket 9-37 7 9 Cleanliness of the train 8 86 86 Upkeep and repair of the train 86 + 77 + 84 The provision of information during the journey 71 71 79 + 73 The helpfulness and attitude of staff on train 46 66 63 The space for luggage 43 6 + 7 The toilet facilities 4 41 4 8 Sufficient room for all passengers to sit/stand 3 9 8 81 The comfort of the seating area 69 69 86 + 81 The ease of being able to get on and off 8 86 91 9 Your personal security on board 83 8 87 86 The cleanliness of the inside 88 83 87 84 The cleanliness of the outside 83 81 86 83 The availability of staff 4 8 4 39 How well train company deals with delays 47 44 3 * Peak is defined as weekday journeys that arrive at London terminals between 7: and 9:9, and those departing between 16: and 18:9.1 Train factors 9
. Overall satisfaction and station factors At 9% confidence level: + denotes significant increase - denotes significant decrease Peak/off-peak satisfaction scores for Peak significant change TOC Sector Off-Peak significant change TOC Index Overall satisfaction 73 73 86 + 8 Overall satisfaction with the station 74 + 71 78 + 76 Ticket buying facilities 63 63 74 + 7 Provision of information about train times/platforms 79 77 8 8 The upkeep/repair of the station buildings/platforms 63 + 6 66 + 64 Cleanliness 7 69 71 7 The facilities and services 49 49 The attitudes and helpfulness of the staff 63 6 7 71 Connections with other forms of public transport 71 7 74 7 Facilities for car parking 46 46 49 47 Overall environment 63 6 68 + 66 Your personal security whilst using 6 6 67 + 6 The availability of staff 1 8 9 How request to station staff was handled 77 73 87 86 * Peak is defined as weekday journeys that arrive at London terminals between 7: and 9:9, and those departing between 16: and 18:9. Overall satisfaction and station factors
. Train factors At 9% confidence level: + denotes significant increase - denotes significant decrease Peak/off-peak satisfaction scores for Peak significant change TOC Off-Peak Sector significant change TOC Index The frequency of the trains on that route 73 7 78 77 Punctuality/reliability (i.e. the train arriving/departing on time) 73 74 8 83 The length of time the journey was scheduled to take (speed) 76 7 8 86 Connections with other train services 69 71 77 76 The value for money for the price of your ticket 3-7 46-48 Cleanliness of the train 67 67 7 + 73 Upkeep and repair of the train 66 68 77 + 7 The provision of information during the journey 8 61 7 71 The helpfulness and attitude of staff on train 47 4 6 61 The space for luggage 38 41 6 The toilet facilities 6 4 38 38 Sufficient room for all passengers to sit/stand 41 41 74 73 The comfort of the seating area 6 7 7 The ease of being able to get on and off 68 68 83 8 Your personal security on board 69 67 77 76 The cleanliness of the inside 67 66 76 + 74 The cleanliness of the outside 66 64 76 + 73 The availability of staff 7 4 4 41 How well train company deals with delays 8 6 39 41 * Peak is defined as weekday journeys that arrive at London terminals between 7: and 9:9, and those departing between 16: and 18:9. Train factors 31
6 6.1 Weighted sample profile Weighted sample profile for % % % % SEX DELAYS Male 47 47 None 78 86 Female Minor 17 11 Not stated 3 3 Major 1 Not stated 3 AGE REGULAR TRAVELLER 16-11 8 Yes 8 7 6-34 14 14 No 4 43 3-44 18 19 4-4 3-9 TIME OF TRAVEL 6-64 9 Peak 4 18 6+ 13 13 Off-peak 76 8 Not stated 3 ASKED FOR HELP OR INFORMATION Yes asked for help 8 JOURNEY PURPOSE Yes asked for information 11 9 Commuter 3 3 Could not find anyone to ask 3 Business 1 1 No 79 79 Leisure 44 44 Not stated 6.1 Weighted sample profile 3
6 6. Weighted sample profile Weighted sample profile for % % % % SEX DELAYS Male 44 44 None 8 8 Female 3 Minor 16 16 Not stated 3 3 Major 3 Not stated AGE REGULAR TRAVELLER 16-1 11 Yes 68 68 6-34 18 17 No 3 3 3-44 19 4-4 3-9 9 9 TIME OF TRAVEL 6-64 8 8 Peak 19 6+ 9 9 Off-peak 8 81 Not stated 3 ASKED FOR HELP OR INFORMATION Yes asked for help 8 8 JOURNEY PURPOSE Yes asked for information 8 8 Commuter 3 Could not find anyone to ask 3 3 Business 1 1 No 81 8 Leisure 33 33 Not stated 6. Weighted sample profile 33
6 6.3 Station sample sizes Station sample sizes for Station Unweighted London Marylebone Banbury High Wycombe Amersham Gerrards Cross Leamington Spa Bicester North Haddenham And Thame Parkway Beaconsfield Warwick Parkway Great Missenden Aylesbury Wendover Warwick Princes Risborough Stoke Mandeville Birmingham Moor Street Birmingham Snow Hill Wembley Stadium Northolt Park Dorridge Solihull Oxford West Ruislip Stratford-Upon-Avon Jewellery Quarter 414 84 73 49 49 41 39 36 36 3 34 31 31 6 4 4 17 16 16 9 6 4 3 6.3 Station sample sizes 34
6 6.4 Weighted sample composition Weighted sample composition for all train companies Annual journeys ('s) Journey Purpose Commute Business Leisure Day Of Week Weekday Weekend Very Large Station Size Large Medium Small Sample size* 796 111 3938 191 386 9 7634 84 79 747 Arriva Trains Wales 64 8 8 64 81 19 7 1 6 6 cc 317 66 4 93 7 17 8 17768 3 1 44 8 41 8 6 CrossCountry 97 1 8 7 78 1 6 6 8 East Coast 17733 13 7 6 79 1 39 13 19 9 East Midlands Trains 317 3 8 49 8 18 1 3 9 6 First Capital Connect 9767 4 6 9 86 14 17 9 9 First Great Western 8387 77 3 1 7 6 6 First TransPennine Express 37 4 14 6 78 8 6 7 London Midland 9 4 14 41 8 1 31 18 7 London Overground 91 64 3 33 83 17 17 31 8 Merseyrail 8 37 8 8 1 7 7 National Express East Anglia 6689 6 17 3 89 11 9 16 6 8 Northern Rail 9418 38 9 3 76 4 3 6 6 ScotRail 7338 39 13 47 8 8 18 8 6 South West Trains 16 3 1 3 8 1 36 19 16 9 Southeastern 163361 61 1 7 16 3 6 6 Southern 1614 16 34 17 33 4 6 Virgin Trains 317 9 31 6 8 16 6 3 9 * Sample size excludes non-franchised Train Operating Companies. 6.4 Weighted sample composition 3
6 6. Unweighted sample composition Unweighted sample composition for all train companies Sample size Journey Purpose Commute Business Leisure Day Of Week Weekday Weekend Very Large Station Size Large Medium Small Sample size* 796 111 3938 191 386 9 7634 84 79 747 Arriva Trains Wales 144 8 11 61 74 6 7 9 4 19 cc 31 69 6 9 8 8 7 1139 19 41 91 9 44 4 4 9 CrossCountry 13 8 19 4 83 17 1 9 6 East Coast 1136 1 87 13 47 17 7 East Midlands Trains 9 3 17 1 8 18 4 First Capital Connect 188 3 14 33 94 6 1 9 First Great Western 96 33 18 8 33 3 4 First TransPennine Express 1117 34 1 1 19 33 1 8 London Midland 1133 44 11 4 18 38 London Overground 146 3 6 41 81 19 8 3 1 8 Merseyrail 46 44 4 3 93 7 16 31 4 National Express East Anglia 199 41 11 48 83 17 38 11 4 7 Northern Rail 137 1 8 41 91 9 33 8 4 16 ScotRail 1 3 11 8 78 18 36 6 South West Trains 44 46 8 1 8 17 34 Southeastern 17 8 4 8 1 14 7 Southern 13 4 14 41 88 1 1 9 Virgin Trains 98 37 43 88 1 34 8 3 4 * Sample size excludes non-franchised Train Operating Companies. 6. Unweighted sample composition 36
7 7.1 Standard reports produced for NPS The following reports are produced each wave: Summary report TOC reports Stations report Consultees report Best in class report Multivariate report Personal security at stations report Rankings report Virtual TOC reports Building block report PTE reports Demographic reports Tables report Summary tables for all TOCs (including comparison with one year previously), trend tables for last waves by TOC, trend charts for the main NPS factors, peak vs off-peak analysis for LSE TOCs. 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. Percentage of passengers satisfied by each main factor for last waves for all stations covered by NPS during that time period. 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 NPS report. Trend tables showing results for all main factors for all TOCs and building blocks for the last waves. Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and by TOC for latest two NPS waves combined. Percentage of passengers satisfied and dissatisfied with personal security at all stations that were included in the NPS for the last survey waves. Results since wave showing satisfaction score for each TOC by factor, significant changes since one year earlier, national rank and rank in TOC type. NPS reports for TOCs that used to exist or that are planned to exist in the future (exactly the same format as TOC reports). Summary results showing satisfaction for all building blocks for all main NPS factors. NPS reports for all PTEs (exactly the same format as TOC reports). Simple reports for all TOCs showing demographic profile (and answers to other questions). Quite detailed tables for all TOCs showing results for the majority of NPS questions by gender, age, journey purpose, time of week and whether they were a frequent traveller or not. 7.1 Standard reports produced for NPS 37
7 7. Rail sectors Sector definitions The sector results used in this report contain the following TOCs (non-franchised operators are excluded): Operators Long Distance Operators Regional Operators cc CrossCountry Arriva Trains Wales East Coast Merseyrail First Capital Connect East Midlands Trains Northern Rail First Great Western First TransPennine Express ScotRail London Midland Virgin Trains London Overground National Express East Anglia Southeastern Southern South West Trains 7. Rail sectors 38
Contacts: David Chilvers BDRC Continental Kingsbourne House 9-31 High Holborn London, WC1V 7DA Tel: 74 9111 Email: dave.chilvers@bdrc-continental.com David Greeno Passenger Focus 1 Drummond Gate London, SW1V QY Tel: 13 837 Email: david.greeno@passengerfocus.org.uk