National Passenger Survey Autumn 2005 putting rail passengers first
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 putting rail passengers first
Contents Section 1: Section 2: Introduction Page 1.1 Background 4 1.2 Methodology 5 1.3 Other comments and contacts 6 Key Results 2.1 Autumn 2005 wave 7 2.2 National and sector-level results 8 Section 3: Individual TOC Results 3.1 London and South East 12 3.2 Long distance 22 3.3 Regional 27 Section 4: Percentage of Passengers Satisfied 2001-2005 Section 5: Technical Appendix 4.1 Overall opinion of journey 36 4.2 Punctuality and reliability 38 4.3 Dealing with delays 40 5.1 Appendix 42 5.2 Issues affecting the Autumn 2005 survey 43 Contents 2
1 1.1 Background Introduction Background The National Passenger Survey (NPS) provides a network-wide picture of passengers 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 29 specific aspects of service can, therefore, be compared over time. The majority of fieldwork took place between 1 September and 18 November 2005. This document contains passenger ratings of their journey for each individual train operating company (toc). Ratings are also provided for each sector London and the South East, long distance and regional operators. Passengers ratings are also summarised for the whole of Great Britain. 1.1 Background 4
1 1.2 Methodology Methodology This survey collects passenger satisfaction ratings for 24 train operating companies in Great Britain. In both the Spring and Autumn of the 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 are weighted to ensure that the sample accurately represents the passengers using each operator s services, in terms of the proportion of commuting, business and leisure journeys. Overall, approximately 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 250 or 500 passengers, whilst 1,500 passengers are surveyed for the three largest operators. To provide a meaningful benchmark, three different types of train operator have been identified; these are long distance, London and 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. 5 1.2 Methodology
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. Trend data provided in line charts indicates the percentage of passengers satisfied with the service attribute over time. Line charts are included for overall satisfaction, punctuality/reliability and dealing with delays. Punctuality/reliability is a key driver for overall satisfaction. Dealing with delays has previously been identified as a significant issue for passengers. Where a change is made to the routes served by a particular TOC 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. Media enquiries 0870 336 6021 Content/presentation/methodology enquiries 0870 336 6037 The tables include columns marked significant change. These indicate whether there has been a statistically significant change in satisfaction ratings at the 95% confidence level. These are included to indicate if changes in ratings are due to real changes in the attitudes of passengers. Changes that are not significant should be ignored. 1.3 Other comments 6
2 2.1 Autumn 2005 wave Key Results Autumn 2005 wave At a national level, the percentage of passengers satisfied with their overall journey is at the highest level ever recorded by the National Passenger Survey (NPS). Four out of five passengers (80%) are very or fairly satisfied with their journey overall. This compares to 76% in Autumn 2004 and 77% in Spring 2005. At a national level, the highest proportion of passengers ever recorded are satisfied with punctuality/reliability (77%). In addition, a wide variety of service areas recorded the highest ever satisfaction ratings, including those related to the train environment such as cleanliness of train (72%), comfort of seats (68%) and upkeep and repair of the train (71%). Ratings of toilet facilities were also at an all-time high (39%), although there is clearly still a great deal of room for improvement. The improvement is significant, with only 32% satisfied in Autumn 2004. Improvements in overall satisfaction ratings in London and the South East are linked to improvements in ratings of punctuality/reliability. Nearly four out of five passengers were satisfied in Autumn 2005 (79%), compared to 74% in Autumn 2004. Nearly seven in ten passengers (69%) were satisfied with the upkeep and repair of the train compared to only 54% in Autumn 2004, continuing a recent trend of significant improvements. More than seven out of ten passengers (71%) were satisfied with cleanliness of the train in Autumn 2005 compared to 58% in Autumn 2004. In London and the South East 57% of passengers were satisfied with personal security whilst using the station compared to 54% in Autumn 2004. A similar level of increase in satisfaction was evident with security on train, with 65% satisfied compared to 61% in Autumn 2004. The fieldwork was conducted in a period following the incidents of July the 7th and 21st. These ratings of personal security are the highest ever recorded since these questions were added to the NPS in Autumn 2002. Despite significant improvements in the majority of satisfaction ratings in London and the South East, value for money continues to be low and unchanged, with just under two in five passengers (39%) satisfied. In the regional sector, overall satisfaction ratings showed that 82% of passengers were very or fairly satisfied, unchanged compared with Spring 2004. In the regional sector ratings of facilities for car parking declined year on year with just over half of passengers satisfied (51%) compared to 54% in Autumn 2004. In the long distance sector, the proportion of passengers who were very or fairly satisfied overall is at the highest level since Spring 2000, with 84% satisfied. Comparing overall satisfaction ratings for individual train operating companies with Autumn last year, three have declined significantly and nine have significantly improved, while twelve have had no statistically significant changes in their overall satisfaction results compared with Autumn last year. The lowest ratings for overall satisfaction were given to Thameslink (73%), Silverlink (73%), ONE (74%), and South Eastern Trains (76%). It should be noted that this still represents a significant improvement for the majority of these operators year on year. The highest ratings for overall satisfaction were achieved by Gatwick Express (93%), c2c (90%), Midland Mainline (89%), Island Line (88%) and GNER (87%). 7 2.1 Autumn 2005 wave
2 2.2 National and sector-level results National total Autumn 2005 Improvement/decline in % satisfied Improvement/decline in % satisfied or good since Spring 2005 or good since Autumn 2004 % % % % significant % significant satisfied neither/ dissatisfied change change change change or good nor or poor Overall satisfaction 80 12 8 4 4 Ticket buying facilities 64 15 20 0 0 Provision of information about train times/platforms 77 12 11 2 3 The upkeep/repair of the station buildings/platforms 62 22 16 3 4 Cleanliness 68 19 13 4 5 The facilities and services 51 19 30 5 4 The attitudes and helpfulness of the staff 69 20 11 2 3 Connections with other forms of public transport 73 15 12 2 2 Facilities for car parking 46 16 38 3 1 Overall environment 61 25 14 2 2 Your personal security whilst using 59 31 10 3 2 The availability of staff 57 23 20 3 4 How request to station staff was handled 82 7 10 0 0 The frequency of the trains on that route 77 10 13 4 4 Punctuality/reliability (i.e. the train arriving/departing on time) 77 8 15 3 6 The length of time the journey was scheduled to take (speed) 82 10 8 3 3 Connections with other train services 70 20 11 1 3 The value for money for the price of your ticket 45 23 33 3 1 Cleanliness of the train 72 14 14 6 10 Upkeep and repair of the train 71 15 15 7 12 The provision of information during the journey 63 22 15 4 9 The helpfulness and attitude of staff on train 62 27 11 6 8 The space for luggage 49 24 28 3 5 The toilet facilities 39 21 40 5 7 Sufficient room for all the passengers to sit/stand 62 16 23 1 3 The comfort of the seating area 68 19 14 5 8 The ease of being able to get on and off 77 16 8 2 3 Your personal security whilst on board 69 25 6 3 3 The cleanliness of the inside 71 14 14 5 10 The cleanliness of the outside 66 22 12 9 10 The availability of staff 37 29 33 3 3 How well train company dealt with delays 34 36 30 3 3 2.2 National and sector-level results 8
2 2.2 National and sector-level results London and South East 9 2.2 National and sector-level results Autumn 2005 Improvement/decline in % satisfied Improvement/decline in % satisfied or good since Spring 2005 or good since Autumn 2004 % % % % significant % significant satisfied neither/ dissatisfied change change change change or good nor or poor Overall satisfaction 79 13 8 5 5 Ticket buying facilities 61 16 23 0 0 Provision of information about train times/platforms 76 13 11 2 4 The upkeep/repair of the station buildings/platforms 61 23 17 5 5 Cleanliness 67 19 13 5 6 The facilities and services 50 20 30 5 5 The attitudes and helpfulness of the staff 68 21 11 3 4 Connections with other forms of public transport 74 15 11 2 3 Facilities for car parking 43 17 40 3 2 Overall environment 60 26 14 4 3 Your personal security whilst using 57 32 10 4 4 The availability of staff 56 24 20 3 5 How request to station staff was handled 81 7 11 1 1 The frequency of the trains on that route 76 10 14 5 4 Punctuality/reliability (i.e. the train arriving/departing on time) 76 9 15 4 7 The length of time the journey was scheduled to take (speed) 80 11 9 4 3 Connections with other train services 68 21 11 1 2 The value for money for the price of your ticket 39 24 37 4 1 Cleanliness of the train 71 14 14 8 13 Upkeep and repair of the train 69 15 16 9 15 The provision of information during the journey 61 23 16 5 11 The helpfulness and attitude of staff on train 53 32 15 9 10 The space for luggage 45 26 29 4 6 The toilet facilities 35 22 43 6 9 Sufficient room for all the passengers to sit/stand 58 17 25 2 3 The comfort of the seating area 65 20 15 6 9 The ease of being able to get on and off 75 16 9 3 5 Your personal security whilst on board 65 28 7 3 4 The cleanliness of the inside 70 15 15 7 13 The cleanliness of the outside 66 22 12 11 13 The availability of staff 27 31 42 5 5 How well train company dealt with delays 31 38 31 3 3
2 2.2 National and sector-level results Long distance Autumn 2005 Improvement/decline in % satisfied Improvement/decline in % satisfied or good since Spring 2005 or good since Autumn 2004 % % % % significant % significant satisfied neither/ dissatisfied change change change change or good nor or poor Overall satisfaction 84 8 7 2 4 Ticket buying facilities 77 13 9 2 2 Provision of information about train times/platforms 84 9 7 2 3 The upkeep/repair of the station buildings/platforms 70 19 11 1 2 Cleanliness 74 17 9 1 3 The facilities and services 66 18 15 2 4 The attitudes and helpfulness of the staff 76 17 7 1 2 Connections with other forms of public transport 75 14 11 1 3 Facilities for car parking 57 17 26 5 3 Overall environment 69 22 10 0 0 Your personal security whilst using 68 28 4 3 1 The availability of staff 69 20 11 4 4 How request to station staff was handled 86 6 7 2 1 The frequency of the trains on that route 84 8 9 3 5 Punctuality/reliability (i.e. the train arriving/departing on time) 79 6 14 4 6 The length of time the journey was scheduled to take (speed) 85 9 7 2 3 Connections with other train services 73 15 12 4 6 The value for money for the price of your ticket 53 19 29 4 3 Cleanliness of the train 86 8 5 2 4 Upkeep and repair of the train 85 9 6 1 4 The provision of information during the journey 77 16 6-1 3 The helpfulness and attitude of staff on train 79 17 4 1 4 The space for luggage 56 18 26-2 1 The toilet facilities 56 20 24 0 4 Sufficient room for all the passengers to sit/stand 72 13 15 0 2 The comfort of the seating area 79 12 8 3 6 The ease of being able to get on and off 80 14 6 0 0 Your personal security whilst on board 82 16 2 0 0 The cleanliness of the inside 85 10 6 0 3 The cleanliness of the outside 77 17 6 2 3 The availability of staff 63 26 11-1 1 How well train company dealt with delays 52 29 18 4 5 2.2 National and sector-level results 10
2 2.2 National and sector-level results Regional Autumn 2005 Improvement/decline in % satisfied Improvement/decline in % satisfied or good since Spring 2005 or good since Autumn 2004 % % % % significant % significant satisfied neither/ dissatisfied change change change change or good nor or poor Overall satisfaction 82 10 8-1 0 Ticket buying facilities 73 13 14-2 1 Provision of information about train times/platforms 77 11 12-1 1 The upkeep/repair of the station buildings/platforms 64 19 17 1 1 Cleanliness 68 17 15 0 3 The facilities and services 50 15 35 4 3 The attitudes and helpfulness of the staff 72 17 10 0-1 Connections with other forms of public transport 67 17 16 2-2 Facilities for car parking 51 15 34 1-3 Overall environment 62 22 16 0 0 Your personal security whilst using 59 29 12 1-2 The availability of staff 59 20 21 2 3 How request to station staff was handled 85 5 8-3 -1 The frequency of the trains on that route 79 9 13 0 2 Punctuality/reliability (i.e. the train arriving/departing on time) 78 7 15-1 2 The length of time the journey was scheduled to take (speed) 86 8 6-1 1 Connections with other train services 73 17 10 1 3 The value for money for the price of your ticket 59 20 21 1 0 Cleanliness of the train 71 15 14 2 4 Upkeep and repair of the train 71 16 14 2 4 The provision of information during the journey 65 21 13 2 4 The helpfulness and attitude of staff on train 74 20 6 5 6 The space for luggage 57 19 24 2 5 The toilet facilities 40 20 40 4 3 Sufficient room for all the passengers to sit/stand 69 13 19-1 1 The comfort of the seating area 72 17 11 1 5 The ease of being able to get on and off 79 14 6-1 0 Your personal security whilst on board 75 21 4 1 1 The cleanliness of the inside 71 14 14 2 5 The cleanliness of the outside 63 23 13 5 3 The availability of staff 56 27 18 0 1 How well train company dealt with delays 34 35 31 0 0 11 2.2 National and sector-level results
3.1 London and South East c2c Individual TOC results Overall satisfaction 90 7 3 79 6 8 Ticket buying facilities 69 17 14 61-1 2 Provision of information about train times/platforms 80 11 9 76 6 7 The upkeep/repair of the station buildings/platforms 64 19 16 61 4 3 Cleanliness 72 15 13 67 6 5 The facilities and services 47 18 35 50 8 9 The attitudes and helpfulness of the staff 74 17 9 68 7 7 Connections with other forms of public transport 65 18 18 74 3 6 Facilities for car parking 43 14 43 43 6-1 Overall environment 63 22 15 60 5 4 Your personal security whilst using 52 33 15 57-2 1 The availability of staff 61 23 16 56 4 6 How request to station staff was handled 85 6 9 81 2 5 The frequency of the trains on that route 84 6 9 76 7 10 Punctuality/reliability (i.e. the train arriving/departing on time) 90 5 4 76 5 13 The length of time the journey was scheduled to take (speed) 90 6 4 80 6 10 Connections with other train services 77 16 6 68 6 8 The value for money for the price of your ticket 42 26 32 39 10 5 Cleanliness of the train 88 7 5 71 5 4 Upkeep and repair of the train 85 8 7 69 5 3 The provision of information during the journey 74 19 7 61 7 9 The helpfulness and attitude of staff on train 34 40 27 53 14 10 The space for luggage 49 23 28 45 8 7 The toilet facilities 45 26 29 35 0-2 Sufficient room for all the passengers to sit/stand 68 14 19 58 13 13 The comfort of the seating area 81 13 6 65 9 7 The ease of being able to get on and off 85 10 5 75 7 5 Your personal security whilst on board 65 27 8 65 5 4 The cleanliness of the inside 86 8 6 70 5 2 The cleanliness of the outside 83 13 4 66 7 6 The availability of staff 14 32 55 27 5 3 How well train company dealt with delays 35 32 33 31-1 6 3.1 London and South East 12
3.1 London and South East Chiltern Railways 13 3.1 London and South East Overall satisfaction 84 8 7 79-5 -4 Ticket buying facilities 77 15 8 61 0-5 Provision of information about train times/platforms 77 13 11 76-4 -7 The upkeep/repair of the station buildings/platforms 76 16 8 61-3 -2 Cleanliness 82 13 6 67 1 1 The facilities and services 65 16 19 50-1 -2 The attitudes and helpfulness of the staff 76 18 6 68-4 -4 Connections with other forms of public transport 76 14 11 74 9 11 Facilities for car parking 72 13 15 43 0-1 Overall environment 77 17 6 60-2 -4 Your personal security whilst using 68 29 4 57-6 -5 The availability of staff 64 24 12 56-1 -1 How request to station staff was handled 87 5 8 81 2 2 The frequency of the trains on that route 80 10 10 76-3 -4 Punctuality/reliability (i.e. the train arriving/departing on time) 81 7 12 76-10 -5 The length of time the journey was scheduled to take (speed) 84 10 6 80-4 -1 Connections with other train services 72 22 6 68-4 0 The value for money for the price of your ticket 52 22 26 39-1 -2 Cleanliness of the train 86 9 5 71 4 5 Upkeep and repair of the train 90 7 3 69 7 7 The provision of information during the journey 69 21 9 61 2 3 The helpfulness and attitude of staff on train 50 41 10 53-1 -7 The space for luggage 56 26 18 45 1 4 The toilet facilities 46 29 25 35-1 1 Sufficient room for all the passengers to sit/stand 71 14 15 58 1 2 The comfort of the seating area 80 13 7 65 5 6 The ease of being able to get on and off 88 9 3 75 0-1 Your personal security whilst on board 80 18 2 65 0-3 The cleanliness of the inside 87 9 5 70 6 5 The cleanliness of the outside 81 14 6 66 4 5 The availability of staff 23 39 38 27-6 -5 How well train company dealt with delays 39 33 28 31-8 -7
3.1 London and South East First Great Western Link Overall satisfaction 79 12 9 79 9 2 Ticket buying facilities 63 15 21 61 10 7 Provision of information about train times/platforms 73 14 12 76 7 1 The upkeep/repair of the station buildings/platforms 60 24 15 61 6 6 Cleanliness 65 21 14 67 4 6 The facilities and services 57 18 25 50 6 6 The attitudes and helpfulness of the staff 68 21 12 68 7 8 Connections with other forms of public transport 68 16 16 74 2 0 Facilities for car parking 52 18 31 43 9 6 Overall environment 63 25 12 60 7 7 Your personal security whilst using 59 30 11 57 4 2 The availability of staff 55 23 22 56 7 5 How request to station staff was handled 80 6 13 81 6-2 The frequency of the trains on that route 70 12 18 76 9-1 Punctuality/reliability (i.e. the train arriving/departing on time) 68 10 22 76 9-1 The length of time the journey was scheduled to take (speed) 79 10 11 80 8 1 Connections with other train services 63 19 19 68 1-4 The value for money for the price of your ticket 45 22 33 39 7 2 Cleanliness of the train 70 16 14 71 3 18 Upkeep and repair of the train 69 21 10 69 2 18 The provision of information during the journey 56 27 17 61 3 5 The helpfulness and attitude of staff on train 57 28 15 53 5 8 The space for luggage 51 26 23 45 1 6 The toilet facilities 37 25 38 35 3 12 Sufficient room for all the passengers to sit/stand 64 16 20 58 4 6 The comfort of the seating area 71 19 10 65 8 17 The ease of being able to get on and off 78 15 6 75 3 6 Your personal security whilst on board 71 25 4 65 2 4 The cleanliness of the inside 68 18 15 70 2 16 The cleanliness of the outside 65 25 10 66 4 12 The availability of staff 31 33 37 27 4 5 How well train company dealt with delays 29 38 33 31 5-2 3.1 London and South East 14
3.1 London and South East One 15 3.1 London and South East Overall satisfaction 74 17 9 79 2-3 Ticket buying facilities 60 18 22 61-2 -8 Provision of information about train times/platforms 70 16 13 76 0 2 The upkeep/repair of the station buildings/platforms 65 21 14 61 3 2 Cleanliness 69 19 11 67 1 3 The facilities and services 54 18 28 50 5 7 The attitudes and helpfulness of the staff 61 25 14 68-2 0 Connections with other forms of public transport 76 14 9 74 3-1 Facilities for car parking 35 16 48 43-3 -7 Overall environment 63 25 12 60 2 1 Your personal security whilst using 57 33 10 57 4 3 The availability of staff 52 27 21 56 0 2 How request to station staff was handled 73 11 16 81-5 -3 The frequency of the trains on that route 76 9 15 76 3-2 Punctuality/reliability (i.e. the train arriving/departing on time) 74 10 16 76-2 -2 The length of time the journey was scheduled to take (speed) 79 13 9 80 1-5 Connections with other train services 65 24 10 68-6 -8 The value for money for the price of your ticket 31 26 43 39-2 -5 Cleanliness of the train 52 21 27 71 3 2 Upkeep and repair of the train 50 20 30 69 3 1 The provision of information during the journey 50 29 21 61 2 4 The helpfulness and attitude of staff on train 46 33 21 53 8 5 The space for luggage 43 30 27 45 5 2 The toilet facilities 22 22 55 35 4-1 Sufficient room for all the passengers to sit/stand 53 19 27 58 4-1 The comfort of the seating area 51 27 22 65 4 1 The ease of being able to get on and off 70 20 10 75 3-1 Your personal security whilst on board 57 33 9 65 3 0 The cleanliness of the inside 51 21 28 70 0 1 The cleanliness of the outside 50 30 21 66 4 2 The availability of staff 18 30 52 27 2-4 How well train company dealt with delays 25 36 39 31 0-2
3.1 London and South East Silverlink Overall satisfaction 73 16 11 79 3 5 Ticket buying facilities 64 19 17 61 11 2 Provision of information about train times/platforms 69 14 16 76 2 1 The upkeep/repair of the station buildings/platforms 59 22 19 61 8 8 Cleanliness 59 22 18 67 2 4 The facilities and services 48 16 36 50 10 8 The attitudes and helpfulness of the staff 65 22 13 68 1 2 Connections with other forms of public transport 76 14 10 74 2 3 Facilities for car parking 37 21 43 43 3-5 Overall environment 56 26 19 60 4 2 Your personal security whilst using 52 31 17 57 5 2 The availability of staff 53 24 23 56 3 7 How request to station staff was handled 78 5 15 81-7 0 The frequency of the trains on that route 68 11 21 76 7 6 Punctuality/reliability (i.e. the train arriving/departing on time) 67 9 24 76 1 11 The length of time the journey was scheduled to take (speed) 80 12 9 80 6 6 Connections with other train services 67 19 14 68 0 3 The value for money for the price of your ticket 39 22 39 39 12 8 Cleanliness of the train 52 20 28 71 3 9 Upkeep and repair of the train 46 23 32 69 1 5 The provision of information during the journey 47 26 27 61 4 8 The helpfulness and attitude of staff on train 41 36 23 53 5 7 The space for luggage 47 24 28 45 9 7 The toilet facilities 20 14 66 35 7 7 Sufficient room for all the passengers to sit/stand 53 17 30 58 2 8 The comfort of the seating area 50 25 25 65 1 3 The ease of being able to get on and off 67 20 13 75 6 2 Your personal security whilst on board 56 30 14 65 3-1 The cleanliness of the inside 51 21 29 70 0 5 The cleanliness of the outside 52 28 20 66 9 10 The availability of staff 23 29 48 27 7 7 How well train company dealt with delays 27 34 39 31 4 5 3.1 London and South East 16
3.1 London and South East South Eastern Trains 17 3.1 London and South East Overall satisfaction 76 14 9 79 6 8 Ticket buying facilities 58 18 24 61 2 7 Provision of information about train times/platforms 76 14 10 76 4 10 The upkeep/repair of the station buildings/platforms 57 23 20 61 6 7 Cleanliness 63 21 16 67 6 9 The facilities and services 44 22 34 50 4 4 The attitudes and helpfulness of the staff 67 21 12 68 8 9 Connections with other forms of public transport 71 16 12 74-1 1 Facilities for car parking 43 17 40 43 7 8 Overall environment 55 29 16 60 5 6 Your personal security whilst using 55 32 12 57 9 8 The availability of staff 55 24 21 56 4 9 How request to station staff was handled 86 4 9 81 10 8 The frequency of the trains on that route 74 11 15 76 4 7 Punctuality/reliability (i.e. the train arriving/departing on time) 75 10 15 76 5 8 The length of time the journey was scheduled to take (speed) 77 12 11 80 5 4 Connections with other train services 67 22 10 68 2 5 The value for money for the price of your ticket 38 25 37 39 3 0 Cleanliness of the train 71 15 14 71 14 22 Upkeep and repair of the train 70 16 14 69 15 25 The provision of information during the journey 58 24 18 61 5 15 The helpfulness and attitude of staff on train 51 32 17 53 15 16 The space for luggage 38 28 34 45 1 2 The toilet facilities 29 21 50 35 9 11 Sufficient room for all the passengers to sit/stand 53 17 30 58 1 1 The comfort of the seating area 61 20 18 65 6 9 The ease of being able to get on and off 76 16 8 75 4 8 Your personal security whilst on board 62 30 8 65 5 8 The cleanliness of the inside 69 16 15 70 13 21 The cleanliness of the outside 64 22 14 66 18 22 The availability of staff 25 27 47 27 6 8 How well train company dealt with delays 30 36 34 31 3 7
3.1 London and South East South West Trains Overall satisfaction 84 10 6 79 5 9 Ticket buying facilities 57 15 27 61-9 -7 Provision of information about train times/platforms 82 10 8 76 1 2 The upkeep/repair of the station buildings/platforms 65 22 13 61 6 7 Cleanliness 71 18 12 67 6 8 The facilities and services 54 22 24 50 4 3 The attitudes and helpfulness of the staff 72 19 9 68 2 4 Connections with other forms of public transport 75 14 11 74 0 2 Facilities for car parking 48 15 36 43 5 5 Overall environment 66 23 11 60 4 5 Your personal security whilst using 64 29 7 57 6 4 The availability of staff 61 21 18 56 4 6 How request to station staff was handled 83 8 8 81-1 4 The frequency of the trains on that route 80 9 11 76 6 7 Punctuality/reliability (i.e. the train arriving/departing on time) 81 6 13 76 3 14 The length of time the journey was scheduled to take (speed) 82 9 9 80 5 6 Connections with other train services 73 19 9 68 4 7 The value for money for the price of your ticket 42 23 35 39 4 2 Cleanliness of the train 86 10 5 71 8 19 Upkeep and repair of the train 83 10 6 69 9 22 The provision of information during the journey 74 17 9 61 6 19 The helpfulness and attitude of staff on train 67 26 6 53 11 13 The space for luggage 52 21 26 45 3 10 The toilet facilities 50 21 28 35 3 13 Sufficient room for all the passengers to sit/stand 64 14 22 58-1 4 The comfort of the seating area 75 18 7 65 7 13 The ease of being able to get on and off 77 13 9 75 1 6 Your personal security whilst on board 75 22 3 65 5 7 The cleanliness of the inside 85 9 6 70 8 19 The cleanliness of the outside 79 15 6 66 10 20 The availability of staff 45 33 22 27 10 12 How well train company dealt with delays 36 42 22 31 7 3 3.1 London and South East 18
3.1 London and South East Southern 19 3.1 London and South East Overall satisfaction 81 12 7 79 10 9 Ticket buying facilities 62 15 24 61 5 4 Provision of information about train times/platforms 79 13 9 76 5 4 The upkeep/repair of the station buildings/platforms 59 23 18 61 5 5 Cleanliness 68 20 12 67 9 7 The facilities and services 48 21 31 50 7 4 The attitudes and helpfulness of the staff 67 22 11 68 5 3 Connections with other forms of public transport 76 15 9 74 5 4 Facilities for car parking 41 17 42 43 7 6 Overall environment 58 29 13 60 5 4 Your personal security whilst using 55 35 10 57 4 3 The availability of staff 54 25 21 56 8 4 How request to station staff was handled 80 6 12 81 0-4 The frequency of the trains on that route 75 11 14 76 7 5 Punctuality/reliability (i.e. the train arriving/departing on time) 76 10 14 76 10 11 The length of time the journey was scheduled to take (speed) 81 11 8 80 5 6 Connections with other train services 66 23 11 68 2 2 The value for money for the price of your ticket 41 24 35 39 3 2 Cleanliness of the train 78 11 11 71 10 12 Upkeep and repair of the train 77 11 12 69 12 16 The provision of information during the journey 68 19 13 61 10 16 The helpfulness and attitude of staff on train 50 36 14 53 3 4 The space for luggage 44 25 31 45 4 7 The toilet facilities 42 21 37 35 8 12 Sufficient room for all the passengers to sit/stand 59 17 24 58 1 1 The comfort of the seating area 72 16 13 65 8 11 The ease of being able to get on and off 75 15 10 75 7 8 Your personal security whilst on board 67 27 6 65 3 5 The cleanliness of the inside 77 11 12 70 10 12 The cleanliness of the outside 72 18 10 66 14 13 The availability of staff 29 33 38 27 2 3 How well train company dealt with delays 36 39 26 31 6 10
3.1 London and South East Thameslink Overall satisfaction 73 17 10 79 3 5 Ticket buying facilities 62 16 22 61-2 -2 Provision of information about train times/platforms 67 16 17 76-3 -2 The upkeep/repair of the station buildings/platforms 55 25 20 61 2 1 Cleanliness 65 20 15 67 4 2 The facilities and services 38 18 44 50 4 5 The attitudes and helpfulness of the staff 66 22 12 68 1-1 Connections with other forms of public transport 70 15 15 74 5 11 Facilities for car parking 40 15 45 43-12 -10 Overall environment 52 29 19 60-2 -1 Your personal security whilst using 53 36 10 57-5 -4 The availability of staff 49 26 25 56-7 -7 How request to station staff was handled 75 12 10 81-2 -5 The frequency of the trains on that route 73 10 17 76-4 0 Punctuality/reliability (i.e. the train arriving/departing on time) 71 10 19 76-3 3 The length of time the journey was scheduled to take (speed) 79 12 8 80-1 4 Connections with other train services 68 21 12 68 5 8 The value for money for the price of your ticket 42 24 34 39 10 7 Cleanliness of the train 55 21 24 71 12 11 Upkeep and repair of the train 50 21 29 69 13 10 The provision of information during the journey 35 32 33 61 2 3 The helpfulness and attitude of staff on train 31 37 32 53 5 5 The space for luggage 39 28 34 45 3 4 The toilet facilities 22 24 54 35 7 3 Sufficient room for all the passengers to sit/stand 55 20 25 58 5 3 The comfort of the seating area 51 27 22 65 6 3 The ease of being able to get on and off 68 21 10 75-1 -2 Your personal security whilst on board 59 33 8 65-2 0 The cleanliness of the inside 52 22 26 70 10 7 The cleanliness of the outside 48 31 21 66 11 8 The availability of staff 9 26 65 27-1 -1 How well train company dealt with delays 26 35 39 31 0 4 3.1 London and South East 20
3.1 London and South East WAGN 21 3.1 London and South East Overall satisfaction 81 14 5 79 1 1 Ticket buying facilities 64 14 22 61-6 -3 Provision of information about train times/platforms 74 12 13 76 0 2 The upkeep/repair of the station buildings/platforms 53 28 19 61-1 -2 Cleanliness 66 21 13 67 7 2 The facilities and services 53 22 26 50 2 3 The attitudes and helpfulness of the staff 68 24 8 68-1 2 Connections with other forms of public transport 78 13 9 74 2 6 Facilities for car parking 32 24 44 43 5 4 Overall environment 54 29 17 60-1 -2 Your personal security whilst using 57 33 10 57 2 7 The availability of staff 59 24 17 56 4 3 How request to station staff was handled 79 8 13 81-4 -2 The frequency of the trains on that route 76 10 14 76-2 2 Punctuality/reliability (i.e. the train arriving/departing on time) 81 8 10 76-1 3 The length of time the journey was scheduled to take (speed) 85 8 7 80-2 1 Connections with other train services 71 18 11 68-3 3 The value for money for the price of your ticket 39 25 36 39 3 6 Cleanliness of the train 65 20 15 71 3 6 Upkeep and repair of the train 59 24 17 69 3 4 The provision of information during the journey 48 30 22 61-3 -3 The helpfulness and attitude of staff on train 50 35 15 53 6 8 The space for luggage 49 24 27 45 8 9 The toilet facilities 29 22 49 35 8 7 Sufficient room for all the passengers to sit/stand 62 17 22 58 4 7 The comfort of the seating area 62 22 15 65 4 8 The ease of being able to get on and off 80 16 4 75 2 3 Your personal security whilst on board 65 28 7 65-3 0 The cleanliness of the inside 64 19 17 70 4 8 The cleanliness of the outside 61 28 11 66 10 7 The availability of staff 14 31 55 27-4 -7 How well train company dealt with delays 26 46 28 31-3 -13
3.2 Long distance First Great Western Overall satisfaction 84 10 6 84 4 0 Ticket buying facilities 83 11 6 77 5 8 Provision of information about train times/platforms 87 8 5 84 5 4 The upkeep/repair of the station buildings/platforms 73 19 9 70 3 7 Cleanliness 75 18 7 74 2 7 The facilities and services 71 18 12 66 1 7 The attitudes and helpfulness of the staff 76 17 7 76 2 7 Connections with other forms of public transport 80 11 8 75 0 3 Facilities for car parking 65 15 20 57 11 10 Overall environment 74 19 7 69 2 6 Your personal security whilst using 73 24 3 68 7 5 The availability of staff 71 19 10 69 5 10 How request to station staff was handled 85 5 8 86 3 3 The frequency of the trains on that route 86 6 7 84 7 6 Punctuality/reliability (i.e. the train arriving/departing on time) 78 8 15 79 3-1 The length of time the journey was scheduled to take (speed) 85 10 5 85 4 2 Connections with other train services 74 17 10 73 8 5 The value for money for the price of your ticket 48 18 34 53 7 4 Cleanliness of the train 82 12 6 86 2 4 Upkeep and repair of the train 77 15 8 85 0 0 The provision of information during the journey 71 21 8 77-5 -1 The helpfulness and attitude of staff on train 75 21 4 79 0 3 The space for luggage 62 18 20 56-1 4 The toilet facilities 50 22 28 56-2 1 Sufficient room for all the passengers to sit/stand 74 12 14 72 2 4 The comfort of the seating area 78 15 7 79 4 5 The ease of being able to get on and off 77 17 7 80-1 1 Your personal security whilst on board 80 18 2 82 1 0 The cleanliness of the inside 81 12 6 85 0 3 The cleanliness of the outside 68 26 7 77-1 4 The availability of staff 52 34 14 63-4 -3 How well train company dealt with delays 52 33 15 52 5 2 3.2 Long distance 22
3.2 Long distance GNER 23 3.2 Long distance Overall satisfaction 87 7 6 84 1 2 Ticket buying facilities 78 13 10 77 2-3 Provision of information about train times/platforms 89 6 5 84 1 1 The upkeep/repair of the station buildings/platforms 69 20 11 70 0 0 Cleanliness 72 18 9 74-1 2 The facilities and services 63 19 18 66 0 1 The attitudes and helpfulness of the staff 77 18 5 76 1 0 Connections with other forms of public transport 78 13 9 75 2 2 Facilities for car parking 45 18 37 57 10 2 Overall environment 65 24 11 69-3 -1 Your personal security whilst using 64 31 5 68 0-1 The availability of staff 69 20 11 69 4 3 How request to station staff was handled 87 8 4 86 5-2 The frequency of the trains on that route 88 7 5 84 2 1 Punctuality/reliability (i.e. the train arriving/departing on time) 81 7 13 79 1 1 The length of time the journey was scheduled to take (speed) 88 8 4 85 0 1 Connections with other train services 74 16 10 73 0-1 The value for money for the price of your ticket 58 18 23 53 3 3 Cleanliness of the train 85 9 6 86 3 7 Upkeep and repair of the train 81 10 9 85 7 13 The provision of information during the journey 80 15 5 77 2 1 The helpfulness and attitude of staff on train 83 14 3 79 2 2 The space for luggage 59 18 23 56-3 -2 The toilet facilities 58 21 21 56 5 7 Sufficient room for all the passengers to sit/stand 73 14 13 72 0 2 The comfort of the seating area 78 12 10 79 5 8 The ease of being able to get on and off 80 14 6 80 0-3 Your personal security whilst on board 83 15 1 82-2 -1 The cleanliness of the inside 84 10 6 85 1 6 The cleanliness of the outside 77 19 4 77 2-1 The availability of staff 70 22 8 63 1-1 How well train company dealt with delays 57 25 17 52 2-3
3.2 Long distance Midland Mainline Overall satisfaction 89 8 3 84 5 10 Ticket buying facilities 67 21 12 77-4 -4 Provision of information about train times/platforms 81 11 8 84 2 3 The upkeep/repair of the station buildings/platforms 65 21 15 70 4 4 Cleanliness 72 17 10 74 1 2 The facilities and services 56 23 22 66 3 2 The attitudes and helpfulness of the staff 76 18 7 76 0 2 Connections with other forms of public transport 56 20 24 75 4 5 Facilities for car parking 63 17 21 57 10 7 Overall environment 63 24 13 69 2 2 Your personal security whilst using 66 30 5 68 4 1 The availability of staff 66 22 12 69 4 3 How request to station staff was handled 86 8 5 86 2 5 The frequency of the trains on that route 86 7 7 84 4 8 Punctuality/reliability (i.e. the train arriving/departing on time) 88 5 7 79 4 15 The length of time the journey was scheduled to take (speed) 87 8 5 85 3 8 Connections with other train services 75 16 10 73 6 11 The value for money for the price of your ticket 50 19 31 53 4 3 Cleanliness of the train 87 7 5 86 5 4 Upkeep and repair of the train 85 9 6 85 4 3 The provision of information during the journey 74 20 6 77 1 2 The helpfulness and attitude of staff on train 77 20 3 79 2 3 The space for luggage 60 21 19 56-5 3 The toilet facilities 59 21 19 56 7 9 Sufficient room for all the passengers to sit/stand 76 12 12 72 3 6 The comfort of the seating area 82 11 7 79 3 5 The ease of being able to get on and off 80 14 6 80 0 0 Your personal security whilst on board 81 17 2 82-2 1 The cleanliness of the inside 84 10 6 85 1 1 The cleanliness of the outside 71 19 10 77 11 7 The availability of staff 62 27 11 63 1 5 How well train company dealt with delays 53 33 14 52 4 12 3.2 Long distance 24
3.2 Long distance Virgin CrossCountry 25 3.2 Long distance Overall satisfaction 83 8 10 84-1 5 Ticket buying facilities 79 11 10 77 3 0 Provision of information about train times/platforms 81 9 10 84 2 3 The upkeep/repair of the station buildings/platforms 68 20 12 70 0-1 Cleanliness 74 17 9 74 2 3 The facilities and services 69 17 13 66 4 5 The attitudes and helpfulness of the staff 79 15 7 76 4 1 Connections with other forms of public transport 74 15 11 75 3 2 Facilities for car parking 54 17 29 57-2 0 Overall environment 69 22 9 69 0-2 Your personal security whilst using 71 27 3 68 4 2 The availability of staff 71 18 10 69 7 2 How request to station staff was handled 89 3 7 86 3 1 The frequency of the trains on that route 78 10 11 84 0 5 Punctuality/reliability (i.e. the train arriving/departing on time) 75 7 18 79 1 6 The length of time the journey was scheduled to take (speed) 81 10 8 85-1 1 Connections with other train services 75 12 13 73 3 10 The value for money for the price of your ticket 51 20 29 53-2 -3 Cleanliness of the train 88 7 5 86-1 0 Upkeep and repair of the train 90 6 4 85-3 -2 The provision of information during the journey 81 13 6 77-1 3 The helpfulness and attitude of staff on train 82 14 4 79 2 2 The space for luggage 51 17 32 56 0 2 The toilet facilities 63 17 20 56-4 -2 Sufficient room for all the passengers to sit/stand 66 14 20 72-1 1 The comfort of the seating area 82 10 8 79 2 3 The ease of being able to get on and off 81 12 7 80-2 -1 Your personal security whilst on board 84 14 2 82 1-1 The cleanliness of the inside 87 7 5 85-2 -1 The cleanliness of the outside 82 13 5 77 1-1 The availability of staff 68 22 10 63 0 3 How well train company dealt with delays 51 29 20 52 5 9
3.2 Long distance Virgin West Coast Overall satisfaction 82 8 10 84 2 6 Ticket buying facilities 74 14 12 77 1 2 Provision of information about train times/platforms 82 10 8 84-1 2 The upkeep/repair of the station buildings/platforms 73 18 9 70 0-2 Cleanliness 75 17 8 74-2 -2 The facilities and services 66 18 16 66 0 0 The attitudes and helpfulness of the staff 71 20 8 76-4 -4 Connections with other forms of public transport 81 13 6 75-2 1 Facilities for car parking 52 19 29 57-2 -5 Overall environment 69 21 10 69-4 -4 Your personal security whilst using 65 31 4 68-4 -3 The availability of staff 64 24 13 69-3 0 How request to station staff was handled 81 10 8 86-4 -3 The frequency of the trains on that route 80 9 12 84 1 5 Punctuality/reliability (i.e. the train arriving/departing on time) 80 5 15 79 10 14 The length of time the journey was scheduled to take (speed) 83 6 10 85 4 9 Connections with other train services 70 16 14 73 2 7 The value for money for the price of your ticket 57 18 25 53 8 6 Cleanliness of the train 90 5 4 86 1 8 Upkeep and repair of the train 93 4 3 85 2 11 The provision of information during the journey 81 13 5 77 3 11 The helpfulness and attitude of staff on train 78 17 4 79 1 7 The space for luggage 50 19 31 56-4 -1 The toilet facilities 53 20 27 56-3 7 Sufficient room for all the passengers to sit/stand 71 14 15 72-1 0 The comfort of the seating area 78 13 9 79 1 9 The ease of being able to get on and off 85 11 5 80 1 4 Your personal security whilst on board 84 15 1 82 0 2 The cleanliness of the inside 88 7 4 85-1 7 The cleanliness of the outside 86 10 4 77 3 8 The availability of staff 65 24 11 63-1 4 How well train company dealt with delays 49 27 24 52 1 6 3.2 Long distance 26
3.3 Regional operators Arriva Trains Wales 27 3.3 Regional operators Overall satisfaction 81 11 8 82-1 2 Ticket buying facilities 66 15 20 73-6 -7 Provision of information about train times/platforms 73 13 15 77 3 0 The upkeep/repair of the station buildings/platforms 53 23 24 64 1-3 Cleanliness 58 22 20 68-3 0 The facilities and services 44 19 37 50-1 -3 The attitudes and helpfulness of the staff 72 15 13 72 3 0 Connections with other forms of public transport 63 17 19 67 5 1 Facilities for car parking 53 14 33 51-1 -5 Overall environment 53 27 20 62 0-5 Your personal security whilst using 54 31 15 59-3 -4 The availability of staff 55 19 26 59 1-1 How request to station staff was handled 86 5 9 85 0 2 The frequency of the trains on that route 72 11 17 79 3 2 Punctuality/reliability (i.e. the train arriving/departing on time) 73 9 18 78-3 -1 The length of time the journey was scheduled to take (speed) 84 10 6 86 0 1 Connections with other train services 67 18 15 73-5 3 The value for money for the price of your ticket 61 18 21 59 3-1 Cleanliness of the train 64 19 18 71-3 0 Upkeep and repair of the train 61 17 22 71-2 1 The provision of information during the journey 57 29 15 65-2 -1 The helpfulness and attitude of staff on train 76 20 4 74 1 1 The space for luggage 54 22 24 57-1 -5 The toilet facilities 35 21 44 40-5 -10 Sufficient room for all the passengers to sit/stand 65 15 20 69-2 0 The comfort of the seating area 65 18 16 72 2-1 The ease of being able to get on and off 76 16 8 79-1 0 Your personal security whilst on board 72 22 6 75-4 -2 The cleanliness of the inside 62 17 21 71-4 -1 The cleanliness of the outside 55 26 19 63 5 2 The availability of staff 61 26 13 56-4 -2 How well train company dealt with delays 30 33 37 34-7 3
3.3 Regional operators Central Trains Overall satisfaction 78 12 11 82-3 3 Ticket buying facilities 72 12 16 73-3 1 Provision of information about train times/platforms 73 10 17 77 0 2 The upkeep/repair of the station buildings/platforms 58 23 19 64-1 2 Cleanliness 64 19 17 68-2 2 The facilities and services 50 20 29 50-1 1 The attitudes and helpfulness of the staff 71 20 9 72-3 1 Connections with other forms of public transport 63 20 18 67-6 -1 Facilities for car parking 58 14 28 51 3 8 Overall environment 57 28 16 62-3 0 Your personal security whilst using 58 33 8 59-1 1 The availability of staff 57 23 20 59 1 6 How request to station staff was handled 85 7 8 85-4 -1 The frequency of the trains on that route 71 10 19 79 1 3 Punctuality/reliability (i.e. the train arriving/departing on time) 72 8 20 78-1 8 The length of time the journey was scheduled to take (speed) 79 13 8 86-5 1 Connections with other train services 65 21 14 73-1 3 The value for money for the price of your ticket 54 22 24 59-3 -3 Cleanliness of the train 66 18 15 71 0 3 Upkeep and repair of the train 64 19 17 71 1 4 The provision of information during the journey 57 24 19 65 0 3 The helpfulness and attitude of staff on train 64 24 12 74 3 6 The space for luggage 48 22 30 57-3 4 The toilet facilities 39 22 39 40 4 7 Sufficient room for all the passengers to sit/stand 59 16 25 69-6 0 The comfort of the seating area 66 21 14 72-1 5 The ease of being able to get on and off 75 16 10 79-3 1 Your personal security whilst on board 71 24 4 75 1 2 The cleanliness of the inside 67 17 17 71 2 7 The cleanliness of the outside 63 24 13 63 10 9 The availability of staff 44 29 26 56 1 4 How well train company dealt with delays 33 30 38 34 5 1 3.3 Regional operators 28
3.3 Regional operators First ScotRail 29 3.3 Regional operators Overall satisfaction 84 9 7 82-3 -3 Ticket buying facilities 72 12 17 73 1 2 Provision of information about train times/platforms 76 13 11 77-3 -2 The upkeep/repair of the station buildings/platforms 66 19 15 64 0-5 Cleanliness 70 18 12 68 0-2 The facilities and services 53 14 33 50 6 2 The attitudes and helpfulness of the staff 71 19 11 72 1-4 Connections with other forms of public transport 66 16 17 67 2-8 Facilities for car parking 46 15 39 51-1 -13 Overall environment 64 22 13 62 0-4 Your personal security whilst using 60 29 11 59 1-7 The availability of staff 59 21 21 59 5 4 How request to station staff was handled 81 8 9 85-6 -4 The frequency of the trains on that route 82 7 11 79-2 1 Punctuality/reliability (i.e. the train arriving/departing on time) 77 7 16 78-5 -3 The length of time the journey was scheduled to take (speed) 86 8 6 86-3 -2 Connections with other train services 69 22 9 73-4 -4 The value for money for the price of your ticket 56 19 25 59-2 -2 Cleanliness of the train 77 13 11 71-2 2 Upkeep and repair of the train 77 12 10 71-3 -1 The provision of information during the journey 68 20 12 65-4 3 The helpfulness and attitude of staff on train 77 19 4 74 5 6 The space for luggage 60 18 22 57 1 7 The toilet facilities 48 20 32 40 6 4 Sufficient room for all the passengers to sit/stand 72 13 15 69-1 1 The comfort of the seating area 79 15 6 72-2 3 The ease of being able to get on and off 83 12 5 79-2 0 Your personal security whilst on board 77 20 2 75 0-1 The cleanliness of the inside 78 12 10 71-1 3 The cleanliness of the outside 70 21 9 63 1-2 The availability of staff 59 25 16 56-3 1 How well train company dealt with delays 39 32 29 34-2 -1
3.3 Regional operators Gatwick Express Overall satisfaction 93 5 2 82 0-1 Ticket buying facilities 74 9 17 73 1-1 Provision of information about train times/platforms 87 8 5 77 4 5 The upkeep/repair of the station buildings/platforms 75 19 6 64 9 7 Cleanliness 76 18 6 68 9 4 The facilities and services 76 16 9 50 6 9 The attitudes and helpfulness of the staff 75 18 6 72 5 4 Connections with other forms of public transport 90 7 4 67 3 5 Facilities for car parking 40 18 42 51 1 5 Overall environment 75 20 4 62 4 4 Your personal security whilst using 68 27 5 59 3 2 The availability of staff 65 21 14 59 7 5 How request to station staff was handled 86 8 6 85 6 0 The frequency of the trains on that route 97 2 2 79 2 1 Punctuality/reliability (i.e. the train arriving/departing on time) 96 1 3 78 4 1 The length of time the journey was scheduled to take (speed) 96 2 2 86 3 2 Connections with other train services 86 10 4 73 1 0 The value for money for the price of your ticket 45 26 29 59 1-1 Cleanliness of the train 89 7 4 71 2-2 Upkeep and repair of the train 90 5 5 71 3-1 The provision of information during the journey 83 15 2 65 1-1 The helpfulness and attitude of staff on train 81 17 2 74-3 0 The space for luggage 82 11 7 57 0 4 The toilet facilities 70 18 12 40 1-2 Sufficient room for all the passengers to sit/stand 90 8 3 69 0 2 The comfort of the seating area 91 7 2 72 3-2 The ease of being able to get on and off 92 6 2 79 1-1 Your personal security whilst on board 87 12 1 75 0-1 The cleanliness of the inside 90 6 5 71 2 1 The cleanliness of the outside 86 11 3 63 6 2 The availability of staff 75 22 3 56-2 1 How well train company dealt with delays 32 43 24 34-5 -20 3.3 Regional operators 30