Belinda BaileyBDRC ContinentalKingsbourne House229-231 High HolbornLondon, WC1V 7DA
Tel: 020 7490 9156Email: [email protected]
David GreenoTransport FocusFleetbank House2-6 Salisbury SquareLondon, EC4Y 8JX
Tel: 0300 123 0837Email: [email protected]
Contacts:
National Rail Passenger Surveyc2c TOC ReportAutumn 2016 (Wave 35)
5.1 29
5.2 30
1.1 2 5.3 31
1.2 Issues affecting fieldwork 3 5.4 32
2.1 5 6.1 33
2.2 7 6.2 34
2.3 9
2.4 11
2.5 13 7.1 35
2.6 14 7.2 37
7.3 38
7.4 39
3.1 15
3.2 21
8.1 40
8.2 41
4.1 28 8.3 42How routes are defined
c2c versus London and South East performance
Results by route for c2c
Peak/off peak satisfaction for c2c
Contents
Station sample sizes for c2c
Train factor results for London and South East
Unweighted sample composition for all TOCs
Network Rail categorisation and station factor results for c2c
Peak/off peak satisfaction for London and South East
Methodology Weekday/weekend satisfaction for c2c
Weekday/weekend satisfaction for London and South East
Overall satisfaction and station factor results for c2c
Rail sectors
Weighted sample composition for all TOCs
Passenger experience of delays
Passenger experience relating to disability
Standard reports produced for NRPS
Overall satisfaction and station factor results for c2c
Sample profile for c2c versus London and South East
Train factor results for c2c
Overall satisfaction and station factor results for London and
South East
Train factor results for c2c
Introduction1
Key results2
Managed versus non-managed stations4
Technical appendix8
Passenger satisfaction trend charts3
Peak/off-peak and weekday/weekend satisfaction
5
Passenger experience with service6
Sample profile7
1
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 Autumn 2003 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 Spring (February/March) and Autumn (September/October); until Spring 2003 fieldwork duration was 3 weeks.
In Autumn 2003, 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 (2012-13), 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 Autumn 2007 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 www.transportfocus.org.uk
21.1 Methodology
1.281.1 Methodology1
Autumn 2016 (Wave 35)
Fieldwork for Wave 35 (including boosts) was undertaken between the 1st September and 20th November 2016.
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.
Spring 2016 (Wave 34)
Fieldwork for Wave 34 (including boosts) was undertaken between the 11th January and 20th March 2016.
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 Heathrow Connect 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.
31.2 Issues affecting fieldwork
1.281.2 Issues affecting fieldwork1
Autumn 2015 (Wave 33)
Fieldwork for Wave 33 (including boosts) was undertaken between the 1st September and 12th November 2015.
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.
Spring 2015 (Wave 32)
Fieldwork for Wave 32 was undertaken between 18th January and 29th March 2015.
From 1st March 2015 Virgin Trains East Coast took over the East Coast franchise. This meant that shifts targeting East Coast were conducted
prior to the operator change. Due to engineering works affecting services on South West Trains Island Line (on the Isle of Wight) up to 20th
March 2015, all shifts targeting Island Line had to be completed during the last week of fieldwork.
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.
41.2 Issues affecting fieldwork
1.281.2 Issues affecting fieldwork1
At 95% confidence level:
+ significant increase
- significant decrease
Satisfaction results for c2c
% satisfied/good
Autumn 2016 Autumn 2015
2
1
4
2
3
2
9
4
3
5
7
4
7
8
11
3
8
11
17
8
20
14
22
16
47
52
42
48
51
50
42
44
39
30
30
37
19
25
16
34
1
2
3
4
5
6
7
8
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
83 84
72 78-
86 87
71 79-
76 83-
58 62
78 80
8987Overall satisfaction with
the journey
(1044)
Overall satisfaction with the station
(1035)
Ticket buying facilities
(661)
Provision of information about train times/platforms
(995)
The upkeep/repair of the station
buildings/platforms
(999)
Cleanliness of the station (1005)
The facilities and services(889)
The attitudes and helpfulness of
the staff
(827)
52.1 Overall satisfaction with your journey and station factors
2.1 Overall satisfaction with your journey and station factors2
At 95% confidence level:
+ significant increase
- significant decrease
Satisfaction results for c2c
% satisfied/good
Autumn 2016 Autumn 2015
3
20
2
3
3
3
7
5
12
7
11
6
4
6
9
17
1
16
15
16
20
25
20
18
22
8
27
46
32
54
47
48
48
38
22
33
29
21
18
21
22
21
16
65
11
1
2
3
4
5
6
7
8
9
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
54 62-
72 78-
68 73
69 70
54 56
87 90
44 45
7575Connections with other forms of
public transport(835)
Facilities for car parking(420)
The overall station
environment(1004)
Your personal security whilst using the station
(942)
The availability of staff(930)
The provision of
shelter facilities(872)
Availability of seating
(954)
The choice of shops/eating/
drinking facilities available
(798)
62.1 Station factors (cont'd)
2.1 Station factors (cont'd)2
How request to station
staff was handled
(105)
71 72
At 95% confidence level:
+ significant increase
- significant decrease
Satisfaction results for c2c
% satisfied/good
Autumn 2016 Autumn 2015
2
4
3
2
1
11
1
1
2
13
2
8
6
6
4
18
3
2
4
7
8
9
8
8
14
25
7
8
16
39
54
44
41
43
44
29
52
51
45
23
34
35
42
41
36
17
38
38
33
18
1
2
3
4
5
6
7
8
9
10
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
79 84-
83 93-
85 91-
46 47
90 90
90 88
78 79
8888Overall satisfaction with
the train
(1050)
The frequency of the trains
on that route
(1043)
Punctuality/reliability (i.e. train
arriving/departing on time)
(1027)
The length of time the journey
was scheduled to take (speed)(1013)
Connections with other
train services
(631)
The value for money of theprice of your ticket
(979)
Cleanliness of
the train(1046)
The provision of informationduring the journey
(949)
72.2 Train factors
2.2 Train factors2
The upkeep and repair
of the train
(1028)
81 82
The helpfulness and attitude of
staff on the train
(354)41 41
At 95% confidence level:
+ significant increase
- significant decrease
Satisfaction results for c2c
% satisfied/good
Autumn 2016 Autumn 2015
9
9
13
4
3
3
1
1
26
9
15
15
12
5
4
2
2
2
19
9
26
24
14
12
10
22
8
10
31
38
36
39
40
54
50
46
56
57
15
30
15
13
22
26
33
27
34
30
9
14
1
2
3
4
5
6
7
8
9
10
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
52 54
62 57
79 76
73 73
89 87
87 86
24 25
4951The space for
luggage
(777)
The toilet
facilities
(442)
Sufficient room for all the
passengers to sit/stand
(1016)
The comfort of the
seating area(1004)
The ease of being able
to get on and off
(1033)
Your personal securitywhilst on board
(962)
The cleanliness of
the inside(1046)
The availability of staff
(600)
82.2 Train factors (cont'd)
2.2 Train factors (cont'd)2
The cleanliness of
the outside
(920)
82 81
How well train company
dealt with delays
(138)44 47
At 95% confidence level:
+ significant increase
- significant decrease
Satisfaction results for
London and South East
% satisfied/good
Autumn 2016 Autumn 2015
3
1
4
2
2
2
8
3
6
4
8
6
7
5
13
5
11
14
13
11
18
16
21
17
49
54
46
47
50
50
40
41
31
27
30
33
23
27
17
35
1
2
3
4
5
6
7
8
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
81 79+
75 73+
81 81
73 71+
77 76
57 54+
76 74+
82-80Overall satisfaction with
the journey
(15346)
Overall satisfaction with the station
(15316)
Ticket buying facilities
(8096)
Provision of information about train times/platforms
(14769)
The upkeep/repair of the station
buildings/platforms
(14726)
Cleanliness of the station(14871)
The facilities and services(12568)
The attitudes and helpfulness of
the staff
(11280)
92.3 Overall satisfaction with your journey and station factors
2.3 Overall satisfaction with your journey and station factors2
At 95% confidence level:
+ significant increase
- significant decrease
Satisfaction results for
London and South East
% satisfied/good
Autumn 2016 Autumn 2015
3
19
2
1
5
3
11
4
13
6
14
6
2
9
9
22
6
17
14
19
20
24
22
19
21
6
24
44
30
52
47
42
46
33
27
32
33
18
20
25
23
24
13
56
13
1
2
3
4
5
6
7
8
9
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
48 47
72 70+
72 72
70 68
47 45+
83 85
45 48-
7677Connections with other forms of
public transport(11786)
Facilities for car parking(4793)
The overall station
environment(14852)
Your personal security whilst using the station
(13585)
The availability of staff(12951)
The provision of
shelter facilities(11602)
Availability of seating
(13690)
The choice of shops/eating/
drinking facilities available
(11791)
102.3 Station factors (cont'd)
2.3 Station factors (cont'd)2
How request to station
staff was handled
(2299)
65 63
At 95% confidence level:
+ significant increase
- significant decrease
Satisfaction results for
London and South East
% satisfied/good
Autumn 2016 Autumn 2015
2
6
10
3
4
15
2
2
4
6
5
12
11
6
5
20
7
8
8
6
14
10
9
11
17
23
14
15
20
32
52
45
37
43
45
27
50
50
42
33
26
28
32
36
29
16
26
25
26
23
1
2
3
4
5
6
7
8
9
10
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
73 75-
69 75-
80 82-
43 43
76 76
75 75
68 71-
80-79Overall satisfaction with
the train
(15459)
The frequency of the trains
on that route
(15191)
Punctuality/reliability (i.e. train
arriving/departing on time)
(15156)
The length of time the journey
was scheduled to take (speed)(14983)
Connections with other
train services
(8762)
The value for money of theprice of your ticket
(14153)
Cleanliness of
the train(15395)
The provision of informationduring the journey
(13789)
112.4 Train factors
2.4 Train factors2
The upkeep and repair
of the train
(14984)
74 75
The helpfulness and attitude of
staff on the train
(6965)56 56
At 95% confidence level:
+ significant increase
- significant decrease
Satisfaction results for
London and South East
% satisfied/good
Autumn 2016 Autumn 2015
8
27
11
4
3
2
2
1
18
15
17
16
11
8
5
2
7
5
17
16
24
22
14
18
13
20
14
19
30
36
38
25
39
49
48
48
53
52
23
25
14
10
25
21
30
28
24
23
12
8
1
2
3
4
5
6
7
8
9
10
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
35 33
65 62+
70 70
76 77
77 76
75 76
35 35
5051The space for
luggage
(11453)
The toilet
facilities
(6016)
Sufficient room for all the
passengers to sit/stand
(14931)
The comfort of the
seating area(14872)
The ease of being able
to get on and off
(15143)
Your personal securitywhilst on board
(14123)
The cleanliness of
the inside(15294)
The availability of staff
(10013)
122.4 Train factors (cont'd)
2.4 Train factors (cont'd)2
The cleanliness of
the outside
(13116)
78 77
How well train company
dealt with delays
(3638)33 35
Overall satisfaction with the journey 87 80 109%STATION FACILITIESOverall satisfaction with the station 83 81 102%Ticket buying facilities 72 75 96%Provision of information about train times/platforms 86 81 106%The upkeep/repair of the station buildings/platforms 71 73 97%Cleanliness 76 77 98%The facilities and services 58 57 101%The attitudes and helpfulness of the staff 78 76 103%Connections with other forms of public transport 75 77 98%Facilities for car parking 54 48 111%Overall environment 72 72 100%Your personal security whilst using the station 68 72 94%The availability of staff 71 65 109%The provision of shelter facilities 69 70 99%Availability of seating 54 47 115%How request to station staff was handled 87 83 105%The choice of shops/eating/drinking facilities available 44 45 98%TRAIN FACILITIES
Overall satisfaction with the train 88 79 111%The frequency of the trains on that route 79 73 108%Punctuality/reliability (i.e. the train arriving/departing on time) 83 69 120%The length of time the journey was scheduled to take (speed) 85 80 106%Connections with other train services 81 74 109%The value for money of the price of your ticket 46 43 108%Cleanliness of the train 90 76 118%Upkeep and repair of the train 90 75 120%The provision of information during the journey 78 68 114%The helpfulness and attitude of staff on train 41 56 74%The space for luggage 51 51 98%The toilet facilities 52 35 150%Sufficient room for all passengers to sit/stand 62 65 95%The comfort of the seating area 79 70 113%The ease of being able to get on and off 82 78 105%Your personal security on board 73 76 96%The cleanliness of the inside 89 77 117%The cleanliness of the outside 87 75 116%The availability of staff 24 35 69%How well train company deals with delays 44 33 134%
c2c versus London and South East
2.5 TOC versus sector performance2
Overall sample size 27168
132.5 TOC versus sector performance
TOC Sector TOC
Index
Overall satisfaction with the journey 89 82STATION FACILITIES
Overall satisfaction with the station 85 78Ticket buying facilities 75 67Provision of information about train times/platforms 87 84The upkeep/repair of the station buildings/platforms 71 69Cleanliness 77 73The facilities and services 62 48The attitudes and helpfulness of the staff 81 72Connections with other forms of public transport 73 79Facilities for car parking 51 58Overall environment 75 67Your personal security whilst using the station 70 64The availability of staff 72 69The provision of shelter facilities 72 62Availability of seating 55 50How request to station staff was handled 83 94The choice of shops/eating/drinking facilities available 47 39TRAIN FACILITIES
Overall satisfaction with the train 90 84The frequency of the trains on that route 84 68Punctuality/reliability (i.e. the train arriving/departing on time) 87 75The length of time the journey was scheduled to take (speed) 86 83Connections with other train services 83 77The value for money of the price of your ticket 49 42Cleanliness of the train 91 89Upkeep and repair of the train 90 89The provision of information during the journey 78 78The helpfulness and attitude of staff on train 41 42The space for luggage 51 49The toilet facilities 52 53Sufficient room for all passengers to sit/stand 61 64The comfort of the seating area 78 81The ease of being able to get on and off 83 81Your personal security on board 75 69The cleanliness of the inside 90 88The cleanliness of the outside 88 85The availability of staff 22 28How well train company deals with delays 40 48
Building block/route data for c2c
2.6 Results by route2
Overall sample size 27168
142.6 Results by route
Southend Line Tilbury Line
3.1 Overall satisfaction and station factors trend charts3
153.1 Overall satisfaction and station factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Overall satisfaction with the journey
(1044)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Overall station satisfaction
(1035)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
Percentage satisfaction
with aspects of station where
boarded
3.1 Station factors trend charts3
163.1 Station factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Ticket buying facilities
(661)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Provision of information about train times/platforms(995)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The upkeep/repair of the stationbuilding/platforms (999)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
3.1 Station factors trend charts3
173.1 Station factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Cleanliness of the station
(1005)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The facilities and services at the station
(889)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The attitudes and helpfulness of the staff at the station(827)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
3.1 Station factors trend charts3
183.1 Station factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Connections with other forms of publictransport from the station (835)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Facilities for car parking at the station
(420)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Overall station environment
(1004)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
3.1 Station factors trend charts3
193.1 Station factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Your personal security whilst using thestation(942)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The availability of staff at the station
(930)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The provision of shelter facilities
(872)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
3.1 Station factors trend charts3
203.1 Station factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Availability of seating
(954)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
How request to station staff was handled (105)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The choice of shops/eating/drinkingfacilities available (798)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts3
213.2 Train factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Overall satisfaction with the train
(1050)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The frequency of trains on that route
(1043)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
Percentage satisfaction
with aspects of the train
3.2 Train factors trend charts3
223.2 Train factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Punctuality/reliability (i.e. trainarriving/departing on time) (1027)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The length of time the journey was scheduled to take (speed)(1013)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Connections with other train services
(631)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts3
233.2 Train factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The value for money of the price ofyour ticket (979)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Cleanliness of the train
(1046)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Upkeep and repair of the train
(1028)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts3
243.2 Train factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The provision of information during thejourney(949)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The helpfulness and attitude of staffon the train(354)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The space for luggage
(777)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts3
253.2 Train factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Toilet facilities on the train
(442)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Sufficient room for all the passengersto sit/stand(1016)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The comfort of the seating area
(1004)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts3
263.2 Train factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The ease of being able to get on and offthe train(1033)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
Your personal security whilst on board
(962)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The cleanliness of the inside of the train(1046)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
3.2 Train factors trend charts3
273.2 Train factors trend charts
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The cleanliness of the outside of thetrain(920)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
The availability of staff on the train
(600)
Percentage of passengers satisfied 2012 to 2016
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
100
Spring2012
Autumn2012
Spring2013
Autumn2013
Spring2014
Autumn2014
Spring2015
Autumn2015
Spring2016
Autumn2016
c2c London and South East
How well train company dealt withdelays(138)
Percentage of passengers satisfied 2012 to 2016
N.B. Benchmarks and targets are only shown for applicable factors
Overall satisfaction with the station 83 86Ticket buying facilities 72 100Provision of information about train times/platforms 86 88The upkeep/repair of the station buildings/platforms 71 62Cleanliness 76 62The facilities and services 58 74The attitudes and helpfulness of the staff 78 86Connections with other forms of public transport 75 66Facilities for car parking 53 100Overall environment 72 75Your personal security whilst using the station 68 83The availability of staff 70 88The provision of shelter facilities 69 67Availability of seating 54 58How request to station staff was handled 87 100The choice of shops/eating/drinking facilities available 44 100
At 95% confidence level:
+ significant increase
- significant decrease
(% of passengers saying satisfied/good)
Managed versus non-managed stations for c2c
(% of passenger journeys originating from each type of station)
25%
13%
40%
8%
7%
7%
Overall Total
25%
13%
40%
8%
7%
7%
Stations managed by TOC
100%
Stations not managed by TOC
A = National hub
B = Regional hub
C = Important feeder
D = Medium staffed
E = Small staffed
F = Small unstaffed
Not categorised
4.1 Managed versus non-managed4
284.1 Managed versus non-managed
Stations
managed
by TOC
significant
difference
Stations
not managed
by TOC
Overall satisfaction with the journey 80 82 91 - 95STATION FACILITIES
Overall satisfaction with the station 83 83 83 85Ticket buying facilities 65 72 77 83Provision of information about train times/platforms 81 85 89 88The upkeep/repair of the station buildings/platforms 73 76 69 - 81Cleanliness 79 80 74 - 85The facilities and services 59 59 57 - 65The attitudes and helpfulness of the staff 76 76 80 83Connections with other forms of public transport 73 71 76 78Facilities for car parking 55 - 67 52 57Overall environment 73 75 72 - 80Your personal security whilst using the station 69 69 68 - 75The availability of staff 73 70 69 74The provision of shelter facilities 63 66 72 73Availability of seating 45 47 59 63How request to station staff was handled 79 100 88 89The choice of shops/eating/drinking facilities available 39 38 49 50TRAIN FACILITIES
Overall satisfaction with the train 82 80 91 93The frequency of the trains on that route 73 - 79 82 - 87Punctuality/reliability (i.e. the train arriving/departing on time) 81 - 89 85 - 95The length of time the journey was scheduled to take (speed) 81 - 87 87 - 94Connections with other train services 79 80 82 83The value for money of the price of your ticket 37 37 53 55Cleanliness of the train 88 89 91 91Upkeep and repair of the train 86 85 92 90The provision of information during the journey 73 75 82 83The helpfulness and attitude of staff on train 40 32 42 48The space for luggage 42 39 56 57The toilet facilities 47 44 56 63Sufficient room for all passengers to sit/stand 39 35 76 74The comfort of the seating area 69 64 85 85The ease of being able to get on and off 74 71 88 89Your personal security on board 70 68 74 76The cleanliness of the inside 87 84 91 89The cleanliness of the outside 85 82 89 88The availability of staff 20 18 27 31How well train company deals with delays 37 40 49 56
c2c(Peak is defined as weekday journeys that arrive at London terminals between 07:00 and 09:59,
and those departing between 16:00 and 18:59)
At 95% confidence level:
+ significant increase
- significant decrease
Peak Off-peak
5.1 TOC peak/off peak satisfaction scores5
Overall sample size 27168
295.1 TOC peak/off-peak satisfaction scores
Autumn
2016
significant
change
Autumn
2015
Autumn
2016
significant
change
Autumn
2015
Overall satisfaction with the journey 69 - 74 82 - 84STATION FACILITIES
Overall satisfaction with the station 79 79 81 + 79Ticket buying facilities 72 70 77 + 74Provision of information about train times/platforms 78 79 82 82The upkeep/repair of the station buildings/platforms 72 70 73 71Cleanliness 77 75 77 76The facilities and services 58 56 57 + 53The attitudes and helpfulness of the staff 71 70 77 + 75Connections with other forms of public transport 76 77 77 + 75Facilities for car parking 42 42 50 49Overall environment 71 70 73 + 70Your personal security whilst using the station 72 70 72 72The availability of staff 65 62 65 64The provision of shelter facilities 67 68 70 + 68Availability of seating 35 35 50 + 47How request to station staff was handled 78 78 84 87The choice of shops/eating/drinking facilities available 44 - 50 46 47TRAIN FACILITIES
Overall satisfaction with the train 70 72 81 - 83The frequency of the trains on that route 67 - 72 74 - 77Punctuality/reliability (i.e. the train arriving/departing on time) 60 - 66 72 - 78The length of time the journey was scheduled to take (speed) 70 - 74 82 - 84Connections with other train services 65 - 69 76 77The value for money of the price of your ticket 26 29 48 48Cleanliness of the train 71 70 77 77Upkeep and repair of the train 68 69 77 76The provision of information during the journey 60 - 65 71 72The helpfulness and attitude of staff on train 48 50 58 58The space for luggage 42 41 54 52The toilet facilities 28 28 37 + 34Sufficient room for all passengers to sit/stand 41 42 71 + 68The comfort of the seating area 57 57 74 74The ease of being able to get on and off 70 70 81 + 79Your personal security on board 72 74 77 77The cleanliness of the inside 72 71 78 77The cleanliness of the outside 69 69 77 77The availability of staff 26 29 37 36How well train company deals with delays 25 26 35 39
London and South East(Peak is defined as weekday journeys that arrive at London terminals between 07:00 and 09:59,
and those departing between 16:00 and 18:59)
At 95% confidence level:
+ significant increase
- significant decrease
Peak Off-peak
5.2 Sector peak/off peak satisfaction scores5
Overall sample size 27168
305.2 Sector peak/off-peak satisfaction scores
Autumn
2016
significant
change
Autumn
2015
Autumn
2016
significant
change
Autumn
2015
Overall satisfaction with the journey 86 89 94 95STATION FACILITIES
Overall satisfaction with the station 82 84 86 85Ticket buying facilities 72 78 71 80Provision of information about train times/platforms 85 87 91 87The upkeep/repair of the station buildings/platforms 70 - 78 74 80Cleanliness 75 - 83 78 84The facilities and services 58 62 56 63The attitudes and helpfulness of the staff 78 80 80 84Connections with other forms of public transport 74 74 78 83Facilities for car parking 54 - 64 47 53Overall environment 72 - 78 74 78Your personal security whilst using the station 68 71 70 81The availability of staff 71 73 68 65The provision of shelter facilities 68 71 76 64Availability of seating 53 56 59 59How request to station staff was handled 84 91 98 89The choice of shops/eating/drinking facilities available 43 45 52 46TRAIN FACILITIES
Overall satisfaction with the train 87 87 93 92The frequency of the trains on that route 78 - 84 83 85Punctuality/reliability (i.e. the train arriving/departing on time) 82 - 93 92 91The length of time the journey was scheduled to take (speed) 84 - 91 89 93Connections with other train services 81 82 81 82The value for money of the price of your ticket 44 45 62 61Cleanliness of the train 90 90 93 90Upkeep and repair of the train 89 88 93 + 84The provision of information during the journey 78 80 81 77The helpfulness and attitude of staff on train 41 40 44 44The space for luggage 52 47 43 - 61The toilet facilities 50 53 74 58Sufficient room for all passengers to sit/stand 59 + 53 76 82The comfort of the seating area 77 75 91 86The ease of being able to get on and off 81 80 90 92Your personal security on board 72 73 79 74The cleanliness of the inside 89 87 90 85The cleanliness of the outside 87 86 89 83The availability of staff 23 25 29 27How well train company deals with delays 44 48 53 37
At 95% confidence level:
+ significant increase
- significant decrease
c2c
Weekday Weekend
5.3 TOC weekday/weekend satisfaction scores5
Overall sample size 27168
315.3 TOC weekday/weekend satisfaction scores
Autumn
2016
significant
change
Autumn
2015
Autumn
2016
significant
change
Autumn
2015
Overall satisfaction with the journey 78 - 81 88 87STATION FACILITIES
Overall satisfaction with the station 80 79 85 + 81Ticket buying facilities 75 + 73 77 77Provision of information about train times/platforms 80 81 84 84The upkeep/repair of the station buildings/platforms 72 + 71 75 73Cleanliness 76 76 81 78The facilities and services 57 + 54 59 57The attitudes and helpfulness of the staff 75 74 80 + 75Connections with other forms of public transport 77 + 75 75 77Facilities for car parking 46 47 57 51Overall environment 72 + 70 76 72Your personal security whilst using the station 72 72 74 72The availability of staff 65 63 66 64The provision of shelter facilities 69 + 67 72 74Availability of seating 45 + 44 53 52How request to station staff was handled 82 86 84 84The choice of shops/eating/drinking facilities available 45 - 47 48 - 54TRAIN FACILITIES
Overall satisfaction with the train 77 - 79 87 86The frequency of the trains on that route 72 - 75 77 80Punctuality/reliability (i.e. the train arriving/departing on time) 67 - 73 83 - 86The length of time the journey was scheduled to take (speed) 78 - 81 86 88Connections with other train services 73 - 75 79 78The value for money of the price of your ticket 40 41 57 57Cleanliness of the train 75 75 82 80Upkeep and repair of the train 74 74 81 78The provision of information during the journey 67 - 70 74 74The helpfulness and attitude of staff on train 55 56 60 59The space for luggage 50 49 58 57The toilet facilities 34 32 40 37Sufficient room for all passengers to sit/stand 62 + 60 77 75The comfort of the seating area 69 69 78 78The ease of being able to get on and off 77 76 85 83Your personal security on board 75 76 80 79The cleanliness of the inside 76 75 82 79The cleanliness of the outside 74 75 82 81The availability of staff 34 34 40 38How well train company deals with delays 32 35 41 42
At 95% confidence level:
+ significant increase
- significant decrease
London and South East
Weekday Weekend
5.4 Sector weekday/weekend satisfaction scores5
Overall sample size 27168
325.4 Sector weekday/weekend satisfaction scores
Autumn
2016
significant
change
Autumn
2015
Autumn
2016
significant
change
Autumn
2015
DELAY
None 83 71
Minor 15 24Major 1 4
LENGTH OF DELAY5 minutes or less 54 406-10 minutes 24 2511-20 minutes 8 1721-30 minutes 7 731-60 minutes 2 5More than 1 hour - 1Don't know/no answer 6 5
AMOUNT OF INFORMATION PROVIDED ABOUT THE DELAY SPEED WITH WHICH INFORMATION WAS PROVIDEDVery well 22 11 Very well 22 13Fairly well 43 30 Fairly well 41 32Neither well nor poorly 13 21 Neither well nor poorly 21 23
Fairly poorly 11 19 Fairly poorly 8 15
Very poorly 10 18 Very poorly 9 17
ACCURACY OF INFORMATION GIVEN ABOUT THE DELAY TIME TAKEN TO RESOLVE THE PROBLEMVery well 22 13 Very well 15 8Fairly well 47 32 Fairly well 31 21Neither well nor poorly 13 21 Neither well nor poorly 29 34Fairly poorly 7 15 Fairly poorly 11 15Very poorly 10 18 Very poorly 14 21
AVAILABILITY OF ALTERNATIVE TRANSPORT IF THEUSEFULNESS OF THE INFORMATION TRAIN SERVICE COULD NOT CONTINUEVery well 21 12 Very well 9 6Fairly well 37 29 Fairly well 13 15Neither well nor poorly 24 27 Neither well nor poorly 24 25Fairly poorly 7 14 Fairly poorly 26 17Very poorly 10 18 Very poorly 28 37
6.1 Passenger experience of delays6
Overall sample size 27168 c2c
London and
South Eastc2c
London and
South East
336.1 Passenger experience of delays
DISABILITY OR LONG TERM ILLNESS
Vision 1 1
Hearing 2 1Mobility 3 3Dexterity 0 0Learning or understanding or concentrating 0 0Memory 0 0Mental health 1 2Stamina or breathing or fatigue 1 2Socially or behaviourally 1 0Other 2 2None 89 89No answer 2 2
CONDITION OR ILLNESS HAVE AN ADVERSE AFFECT NEEDED TO MAKE SPECIAL ARRANGEMENTS IN ADVANCEON ABILITY TO MAKE JOURNEYS BY RAIL WITH TRAIN COMPANY TO ORGANISE YOUR TRAVELYes, a lot 15 9 Yes 4 1Yes, a little 48 48 No 96 99Not at all 35 40
STATION MET NEEDS AS PASSENGER WITH SATISFACTION WITH SPECIAL ARRANGEMENTS
DISABILITY/LONG TERM ILLNESS WHEN BOOKINGVery satisfied 29 30 Very satisfied 31 46Fairly satisfied 27 34 Fairly satisfied 69 33Neither satisfied nor dissatisfied 22 22 Neither satisfied nor dissatisfied - 2Fairly dissatisfied 6 8 Fairly dissatisfied - -Very dissatisfied 15 6 Very dissatisfied - 19
TRAIN MET NEEDS AS PASSENGER WITH SATISFACTION WITH SPECIAL ARRANGEMENTSDISABILITY/LONG TERM ILLNESS ON THE DAYVery satisfied 25 27 Very satisfied 100 63Fairly satisfied 39 35 Fairly satisfied - 24Neither satisfied nor dissatisfied 16 21 Neither satisfied nor dissatisfied - -Fairly dissatisfied 11 11 Fairly dissatisfied - 4Very dissatisfied 10 6 Very dissatisfied - 10
6.2 Passenger experience relating to disability6
Overall sample size 27168 c2c
London and
South Eastc2c
London and
South East
346.2 Passenger experience relating to disability
GENDER ETHNIC GROUP OF PASSENGERS
Male 44 45 White 82 85
Female 54 52 Mixed 2 2Asian or Asian British 5 4Black or Black British 8 4
AGE Chinese or other ethnic group 1 216-18 1 119-25 8 7 JOURNEY PURPOSE26-34 17 15 Commuter 67 5035-44 19 18 Business 6 1545-54 23 23 Leisure 27 3455-59 12 1160-64 8 9 REGULAR TRAVELLER65+ 11 14 Yes 77 69
No 23 31
WORKING STATUS WEEKDAY/WEEKENDWorking Full Time 68 63 Weekday 86 84Working Part Time 14 15 Weekend 14 16
Not Working 2 3
Retired 13 13Full Time Student 2 4 TIME OF TRAVEL
Peak 38 21Off-peak 62 79
OCCUPATION OF CHIEF WAGE EARNER IN HOUSEHOLDProfessional/Senior Managerial 35 42Middle Managerial 19 16 ASKED FOR HELP OR INFORMATIONJunior Managerial/Clerical/Supervisory 17 12 Yes asked for help 7 8Skilled Manual (With Professional Qualifications/ Yes asked for information 4 7Served an Apprenticeship) 8 7 Could not find anyone to ask 2 2Unskilled Manual (No Qualifications/Not Served No 87 83an Apprenticeship) 3 2Full time student 1 1Retired 11 12 DO YOU REGULARLY USE THE INTERNETUnemployed/between jobs 1 1 Yes, at home 92 93Housewife/house-husband 0 0 Yes, at work 67 68Other 5 5 No 4 4
7.1 General sample profile7
Overall sample size 27168 c2c
London and
South Eastc2c
London and
South East
357.1 General sample profile
TRAVELLING ALONE OR WITH OTHERS POTENTIAL IMPROVEMENTS TO ASSIST WITH PLANNING
Alone 82 83 Better telephone enquiry/booking service 7 7
With other adults 16+ 14 13 Better internet enquiry/booking service 19 22With children aged 0-4 1 1 Better information facilities at stations 19 22With children aged 5-10 1 1 Better route maps of the rail network 11 17With children aged 11-15 1 1 Make timetables easier to read 23 22
Better ticket buying facilities at station ticket offices 20 19Better ticket buying facilities at station ticket machines 16 17
TRAVELLING WITH … Better promotion when advanced tickets available 23 28Heavy/bulky luggage/other large items 10 12 Other 13 15Pushchair 1 1 None of these 27 23Folding bicycle 0 1Non-folding bicycle 1 1Dog - 0Wheelchair 0 0Helper 0 0Mobility scooter 0 0None apply 86 84
TYPE OF TICKET USED FOR JOURNEYAnytime single/return 12 10Anytime day single/return 10 9Off-peak/super off-peak single/return 5 8Off-peak/super off-peak day single/return 4 7Advance 1 3Day travelcard 7 5Oyster pay as you go 16 17Weekly or monthly season ticket 16 16Annual season ticket 19 11Special promotion ticket 1 0Rail staff pass/privilege ticket/police 1 1Free travel pass (e.g. Freedom Pass) 3 7Other 4 4Don't know/no answer 1 2
7.1 General sample profile (cont'd)7
Overall sample size 27168 c2c
London and
South Eastc2c
London and
South East
367.1 General sample profile (cont'd)
London Fenchurch Street 364
Upminster 108
Barking 81West Ham 70Basildon 54Leigh-On-Sea 52Grays 45Benfleet 39Pitsea 38Laindon 35Southend East 29Limehouse 26Chalkwell 26Rainham (Essex) 25Southend Central 24Chafford Hundred 12Stanford-Le-Hope 9London Liverpool Street 8Westcliff 6
West Horndon 5
Tilbury Town 3
Station sample sizes for c2c
7.2 Station sample sizes7
Overall sample size 27168
377.2 Station sample sizes
UnweightedStation
Sample size 26899 10969 3560 12370 22360 4539 8391 5870 6858 5780
Arriva Trains Wales 31475 31 10 59 81 19 17 22 35 26
c2c 43331 67 6 27 86 14 25 17 31 27
Chiltern Railways 24450 38 25 37 82 18 36 8 25 31
Cross Country 37216 15 28 57 78 22 26 22 26 26
East Midlands Trains 25832 23 28 49 82 18 23 23 26 28
Gatwick Express* 8576 15 44 40 78 22 69 0 0 31
Great Northern* 53000 47 28 25 89 11 24 25 25 26
Great Western Railway 103952 30 20 50 71 29 22 24 28 25
Greater Anglia** 89195 47 21 32 86 14 30 13 30 27
London Midland 69605 40 13 46 85 15 27 16 31 25
London Overground*** 179037 61 3 37 80 20 23 25 26 26
Merseyrail 44284 38 1 61 80 20 23 24 27 26
Northern** 98557 38 9 53 76 24 22 27 26 25
ScotRail 93380 39 13 47 80 20 26 41 16 16
South West Trains 236851 53 15 32 85 15 27 20 27 26
Southeastern 177793 55 17 28 87 13 19 30 26 26
Southern* 186640 51 15 34 90 10 20 28 26 26
TfL Rail 39265 62 3 35 82 18 26 22 24 28
Thameslink* 82326 43 25 32 83 17 18 29 26 26
TransPennine Express** 25980 26 13 61 82 18 23 23 27 28
Virgin Trains 35698 11 23 66 81 19 28 7 36 29
Virgin Trains East Coast 21072 9 32 59 75 25 29 14 30 27
7.3 Weighted sample profile7
387.3 Weighted sample profile
Weekday Weekend Very large Large Medium SmallLeisureBusinessCommute
Annual
journeys
('000s)
Journey Purpose Day of Week Station Size
* Part of the Govia Thameslink Railway franchise** The following TOCs were rebranded in Autumn 2016: Greater Anglia (from Abellio
Greater Anglia), Northern (from Northern Rail), TransPennine Express (from First TransPennine Express)
*** London Overground Gospel Oak to Barking route was mostly closed in Autumn 2016 wave for line improvement works , so results for London Overground in this wave do not include this route
Sample size 26899 10969 3560 12370 22360 4539 8391 5870 6858 5780
Arriva Trains Wales 1086 30 7 63 77 23 15 17 29 39
c2c 1059 69 4 27 87 13 34 12 32 22
Chiltern Railways 1174 42 17 40 91 9 50 4 20 25
Cross Country 1267 30 22 48 82 18 26 27 28 20
East Midlands Trains 1026 36 16 48 76 24 21 35 24 20
Gatwick Express* 521 28 25 46 85 15 79 0 0 21
Great Northern* 636 50 11 39 86 14 43 17 22 18
Great Western Railway 1701 40 14 46 87 13 33 26 28 13
Greater Anglia** 1370 43 13 44 87 13 33 12 32 22
London Midland 1127 44 12 44 81 19 35 19 28 17
London Overground*** 1528 56 6 39 79 21 17 20 23 40
Merseyrail 785 42 3 54 83 17 32 33 22 14
Northern** 2269 39 6 55 74 26 20 28 25 27
ScotRail 1357 37 11 52 78 22 32 21 32 15
South West Trains 2257 40 13 47 79 21 39 19 28 14
Southeastern 1677 51 8 41 83 17 31 32 20 17
Southern* 1367 45 8 47 83 17 26 30 25 18
TfL Rail 235 60 4 36 85 15 40 21 13 26
Thameslink* 1023 53 12 35 91 9 34 23 26 16
TransPennine Express** 1045 30 21 49 91 9 19 33 22 25
Virgin Trains 1227 23 32 45 85 15 32 8 32 28
Virgin Trains East Coast 1162 17 31 52 95 5 36 23 22 19
7.4 Unweighted sample profile7
397.4 Unweighted sample profile
Weekday Weekend Very large Large Medium SmallLeisureBusinessCommute
Sample
Size
Journey Purpose Day of Week Station Size
* Part of the Govia Thameslink Railway franchise** The following TOCs were rebranded in Autumn 2016: Greater Anglia (from Abellio
Greater Anglia), Northern (from Northern Rail), TransPennine Express (from First TransPennine Express)
*** London Overground Gospel Oak to Barking route was mostly closed in Autumn 2016 wave for line improvement works , so results for London Overground in this wave do not include this route
The following reports are produced each wave:
Stations Report Percentage of passengers satisfied by each main factor for last 10 waves for all Network Rail stations covered by NRPS
during that time period.
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.
Virtual TOC Report NRPS reports for TOCs that used to exist or that are planned to exist in the future (exactly the same format as TOC
reports).
PTE Report NRPS reports for all PTEs (exactly the same format as TOC reports).
Rankings Report Results since wave 10 showing satisfaction score for each TOC by factor, significant changes since one year earlier,
national rank and rank in TOC type.
Stakeholder 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.
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 10 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.
8.1 Standard reports produced for NRPS8
408.1 Standard reports produced for NRPS
Sector definitions
The sector results used in this report contain the following TOCs (non-franchised operators are excluded):
London and South East 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*
Long Distance Operators CrossCountry
East Midlands Trains
TransPennine Express
Virgin Trains
Virgin Trains East Coast
Regional Operators Arriva Trains Wales
Merseyrail
Northern
ScotRail
8.2 Rail sectors8
418.2 Rail sectors* Part of the Govia Thameslink Railway framchise
The following TOCs were rebranded in Autumn 2016:
- Greater Anglia (from Abellio Greater Anglia)- Northern (from Northern Rail)- TransPennine Express (from First TransPennine Express)
How are routes defined
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 Autumn 2016:
- Greater Anglia (from Abellio Greater Anglia)
- Northern (from Northern Rail)
- TransPennine Express (from First TransPennine Express)
8.3 How routes are defined8
428.3 How routes are defined
Arriva Trains Wales: Cardiff & ValleysJourneys on the Valley lines around Cardiff.
Arriva Trains Wales: Mid Wales & BordersJourneys on the Pwllheli/Aberystwyth – Birmingham International,Shrewsbury – Crewe, and Holyhead – Birmingham International lines.
Chiltern Railways: CommuterJourneys 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: MetroJourneys on the Aylesbury/Aylesbury Vale Parkway – London line (via Amersham).
CrossCountry: North-South Scotland & North EastJourneys on route Scotland/North East England to/from the South West/South Coast.
Arriva Trains Wales: North Wales & BordersJourneys on the Llandudno – Manchester Piccadilly, Bidston –Wrexham Central, Chester – Crewe, and Llandudno/Llandudno Junction - Blaenau Ffestiniog lines.
Arriva Trains Wales: InterurbanJourneys on the Fishguard Harbour – Manchester Piccadilly,Milford Haven – Manchester Piccadilly, and Holyhead – Cardiff Central lines.
Greater Anglia: IntercityLondon – Norwich journeys, plus a few shorter workings (like an early morning Colchester to Norwich service).
Greater Anglia: Main lineJourneys 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.
Arriva Trains Wales: South Wales & Borders/West WalesJourneys on the Swansea – Shrewsbury, Maesteg – Cheltenham Spa, Pembroke Docks – Swansea, Swansea – Cardiff Central, and Cardiff Central – Ebbw Vale Town lines.
c2c: Southend lineJourneys on the London Fenchurch Street –Shoeburyness/Southend Central line (via Basildon).
c2c: Tilbury lineJourneys on the London Fenchurch Street – Southend Central (via Tilbury Town) and Fenchurch Street – Grays lines.
East Midlands Trains: Liverpool - NorwichJourneys on the Liverpool - Norwich route.
East Midlands Trains: LocalJourneys on rail lines around Nottingham (excluding Liverpool -Norwich and London - Sheffield).
East Midlands Trains: LondonJourneys on the London - Sheffield route. Also includes London - Corby services.
Chiltern Railways: OxfordJourneys on London Marylebone – Oxford/Oxford Parkwayservices.
Chiltern Railways: West MidlandsJourneys 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 – WestJourneys on routes Birmingham – Leicester, Birmingham –Cambridge and Stansted Airport, and Nottingham/Derby –Bristol/Cardiff.
CrossCountry: North-South ManchesterJourneys on route Manchester to/from the South West and South Coast.
Gatwick Express*Fast Gatwick Express services Gatwick – London Victoria (including peak extensions to/from Brighton).
Grand Central: London - BradfordJourneys on London King's Cross - Bradford Interchange route.
Grand Central: London - SunderlandJourneys on London King's Cross - Sunderland route.
Great Northern*Journeys on the Peterborough/King's Lynn - London King's Cross/Moorgate route.
Great Western Railway: Long distanceJourneys on long distance services.
Great Western Railway: London Thames ValleyJourneys on relatively short distance services in and around the Thames Valley.
Great Western Railway: WestJourneys on (generally) short distance rural rail lines in the West of England.
* Part of the Govia Thameslink Railway franchise
8.3 How routes are defined (cont'd)8
438.3 How routes are defined (cont'd)
Northern: North East Journeys on lines in and around Newcastle.
Merseyrail: WirralJourneys on the central Liverpool – West Kirby, New Brighton, Chester and Ellesmere Port rail lines.
London Midland: West CoastJourneys 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 MidlandsJourneys on several rail lines in and around Birmingham New Street.
London Overground: Highbury & Islington – Croydon/Clapham JunctionJourneys on the Highbury & Islington – West Croydon and Highbury & Islington - Clapham Junction lines.
London Overground: Gospel Oak – Barking**Journeys on the Gospel Oak – Barking line.
London Overground: Richmond/Clapham Junction – StratfordJourneys on the Richmond – Stratford and Clapham Junction –Willesden Junction/Stratford rail lines.
London Overground: Watford – EustonJourneys on the London Euston – Watford line.
Northern: EastJourneys on several lines in and around Leeds, Doncaster and Sheffield.
London Midland: London CommuterJourneys on London Euston – Milton Keynes – Northampton services. Also journeys on Bedford – Bletchley, and Watford Junction – St Albans Abbey routes.
Merseyrail: NorthernJourneys on the Hunts Cross – Southport/Ormskirk rail line.
London Overground: West AngliaJourneys on West Anglia routes London - Enfield Town, London -Chingford, London - Cheshunt and Romford - Upminster.
ScotRail: UrbanShorter distance journeys on predominantly urban rail lines, within urban areas that are not covered by the Strathclyde route.
ScotRail: StrathclydeJourneys on local rail lines within Strathclyde.
ScotRail: RuralJourneys on predominantly rural rail lines.
ScotRail: InterurbanJourneys on longer distance rail lines between urban areas.
Northern: WestJourneys on lines in and around Liverpool and Preston.
Southeastern: High speedJourneys on high speed trains to/from London St. Pancras.
Northern: CentralJourneys on several lines in and around Manchester.
* Part of the Govia Thameslink Railway franchise** London Overground Gospel Oak to Barking route was mostly closed in the Autumn 2016 wave for line
improvement works, so results for London Overground in this wave do not include this route
Heathrow Connect:All Heathrow Connect journeys.
Heathrow Express:All Heathrow Express journeys.
Hull Trains: All Hull Trains journeys.
Southeastern: MetroJourneys on rail lines that are within London.
Southeastern: Main lineJourneys on (generally) main line routes London – Kent lines.
South West Trains: Island lineJourneys starting from stations on the Isle of Wight.
Southern: Sussex Coast*Journeys London – Sussex (and beyond).
Greater Anglia: RuralJourneys on Ipswich – Felixstowe, Lowestoft, Cambridge and Peterborough rail lines, plus Norwich to Lowestoft, Yarmouth, Sheringham and Cambridge lines.
Greater Anglia: StanstedJourneys 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 AngliaJourneys 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.
Southern: Metro*Journeys on rail lines that are within London.
8.3 How routes are defined (cont'd)8
448.3 How routes are defined (cont'd)
South West Trains: Longer distanceJourneys 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: MetroJourneys on routes that are mainly or wholly within London.
South West Trains: Outer Suburban and LocalJourneys 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.
Virgin Trains East Coast: London – Newcastle/Sunderland and East YorkshireJourneys on London – Newcastle, London – Sunderland, London –York, London – Hull, and London – Lincoln services.
Virgin Trains East Coast: London – Leeds and West YorkshireJourneys on London – Leeds, London – Harrogate, London –Bradford Foster Square, and London – Skipton services.
TfL RailJourneys on London – Shenfield metro service.
Thameslink: Loop*Journeys on Thameslink loop trains (via Wimbledon and Sutton) from/to as far north as Luton or St Albans.
Virgin Trains: London – ManchesterJourneys on London – Manchester services.
Virgin Trains: London – North WalesJourneys on London – Holyhead/North Wales services.
Virgin Trains: London – ScotlandJourneys on London – Glasgow/Scotland services. Also includes London - Blackpool services.
Virgin Trains: London – Wolverhampton/ShrewsburyJourneys on London – Wolverhampton/Shrewsbury services.
Virgin Trains: London – LiverpoolJourneys on London – Liverpool services.
Virgin Trains: London - Birmingham – ScotlandJourneys on London - Birmingham – Scotland services.
Thameslink: Kent*Journeys on the Bedford - Kent route (including Denmark Hill & Sevenoaks, West Dulwich & Orpington route).
Thameslink: North/South*Journeys on the Brighton – Bedford route.
TransPennine Express: North WestJourneys on rail lines between Manchester Airport & Manchester and Carlisle, Preston, Lancaster, Glasgow and Edinburgh.
TransPennine Express: NorthJourneys on rail lines between Liverpool Lime Street/Manchester/Manchester Airport and Hull, Scarborough, Middlesbrough, and Newcastle.
TransPennine Express: SouthJourneys on rail lines between Manchester Airport/Manchester and Cleethorpes.
Virgin Trains East Coast: London - Scotland Journeys on London – Scotland services, and Leeds – Scotland services .
* Part of the Govia Thameslink Railway franchise
Belinda BaileyBDRC ContinentalKingsbourne House229-231 High HolbornLondon, WC1V 7DA
Tel: 020 7490 9156Email: [email protected]
David GreenoTransport FocusFleetbank House2-6 Salisbury SquareLondon, EC4Y 8JX
Tel: 0300 123 0837Email: [email protected]
Contacts:
Reference: c2c TOC ReportAutumn 2016
Transport Focus is the operating name of the Passengers' Council. This survey was published in
January 2017. © Transport Focus 2017.
