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Passenger Survey 2016

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Date Created: Friday, December 09, 2016

1099Total Responses

Complete Responses: 878

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Q1: How old are you?Answered: 1,085 Skipped: 14

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Q2: What is your gender?Answered: 1,098 Skipped: 1

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Q3: Do you have a disability or any special needs?Answered: 1,091 Skipped: 8

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Q4: Have you been left without assistance during a journey?Answered: 10 Skipped: 1,089

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Q5: If yes in Q4, was this a pre-booked journey or did you 'turn up and go'?Answered: 5 Skipped: 1,094

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Q6: How has your overall travelling experience been in the last 6 months?Answered: 81 Skipped: 1,018

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Q7: Please use this space to tell us how the current situation has affected you:Answered: 70 Skipped: 1,029

Thiswasanopenresponsequestion.Theanswerswillbecollatedseparately.

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Q8: Which of the following train services do you use?Answered: 937 Skipped: 162

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Q9: What is the primary reason for your travel?Answered: 932 Skipped: 167

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Q10: What type of ticket do you mostly buy?Answered: 934 Skipped: 165

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Q11: What is your home station? Answered: 931 Skipped: 168 ToptwentyStations Total

Brighton(EastSussex) 88

Redhill 78

Reigate 46

HaywardsHeath 45

Earlswood(Surrey) 34

Horsham 32

Seaford(Sussex) 32

EastCroydon 29

Merstham 29

Portslade 28

Hove 27

Eastbourne 19

EastGrinstead 18

Lewes 16

Horley 15

WestWorthing 15

Worthing 14

PrestonPark 13

Shoreham-by-Sea 12

Wivelsfield 12

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Q12: What station do you travel to most frequently?Answered: 931 Skipped: 168 TopTwentyStations Total

LondonVictoria 337

LondonBridge 265

ClaphamJunction 43

Brighton(EastSussex) 35

EastCroydon 29

CityThameslink 18

LondonStPancras(Intl) 17

LondonBlackfriars 15

Farringdon 11

Lewes 11

Falmer 9

GatwickAirport 8

Vauxhall 8

Chichester 7

Crawley 5

HaywardsHeath 5

Horsham 5

Hove 5

LondonCharingCross 5

LondonWaterloo 5

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Q13: On average how many days per week do you usually travel by train?Answered: 927 Skipped: 172

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Q14: Tell us about your outward journey each day:Answered: 920 Skipped: 179

Howlongshouldyourusualhomewardjourneytake?

Howlongisyourcurrenthomewardjourney,onaverage?

54mins 81mins

(Averagedoverallrespondents)

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Q15: Tell us about your homeward journey each day:Answered: 916 Skipped: 183

Howlongshouldyourusualhomewardjourneytake?

Howlongisyourcurrenthomewardjourney,onaverage?

55mins 93mins

(Averagedoverallrespondents)

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Q16: How often do you get a seat?Answered: 929 Skipped: 170

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Q17: How often do you claim Delay Repay?Answered: 926 Skipped: 173

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Q18: Have you ever needed to appeal against a Delay Repay decision?Answered: 712 Skipped: 387

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Q20: How easy or hard would you say the process to claim delay repay is?Answered: 707 Skipped: 392

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Q21: Have you ever made a claim for Enhanced Compensation?Answered: 918 Skipped: 181

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Q22: Was your Enhanced Compensation claim successful?Answered: 50 Skipped: 1,049

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Q23: How easy would you say Enhanced Compensation process is?Answered: 49 Skipped: 1,050

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Q24: Have you ever received a penalty fare?Answered: 913 Skipped: 186

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Q25: Did you appeal the Penalty fare?Answered: 101 Skipped: 998

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Q26: If yes above, were you successful?Answered: 49 Skipped: 1,050

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Q27: If you have received a penalty fare, please tell us the circumstances around this:Answered: 86 Skipped: 1,013

Thiswasanopenresponsequestion.Theanswerswillbecollatedseparately.

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Q28: Have you ever made a claim for taxi or onward travel costs when stranded?Answered: 911 Skipped: 188

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Q29: Have you ever claimed onward travel expenses when your last train has been cancelled?Answered: 83 Skipped: 1,016

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Q30: Was this claim for alternative onward travel expenses successful?Answered: 67 Skipped: 1,032

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Q31: How easy would you say the process to claim refunds for self organisedonward travel is?Answered: 76 Skipped: 1,023

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Q32: How often have you faced the following issues while travelling on train services in the last 6 months? (1/3)Answered: 901 Skipped: 198

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Q32: How often have you faced the following issues while travelling on train services in the last 6 months? (2/3)Answered: 901 Skipped: 198

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Q32: How often have you faced the following issues while travelling on train services in the last 6 months? (3/3)Answered: 901 Skipped: 198

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Q33: Have you ever experienced conflicting information from Southern/Thameslink?Answered: 896 Skipped: 203

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Q34: How has the poor service impacted on your work life?Answered: 868 Skipped: 231

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Q35: How has the poor service impacted on your well-being and personal life?Answered: 880 Skipped: 219

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Q36: Please estimate how much time per week in total you now spend on rail travel related activitiesAnswered: 882 Skipped: 217

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Q37: Please estimate how much extra money per month you are spending in total due to the current situation:Answered: 878 Skipped: 221

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Q38: How concerned are you about the following issues?Answered: 888 Skipped: 211

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Q39: Who is most responsible for this situation?Answered: 875 Skipped: 224

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Q40: Are the problems you've faced in the last 6 months:Answered: 875 Skipped: 224

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Q41: To what extent do you sympathise with the RMT and ASLEF strikes?Answered: 875 Skipped: 224

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Q42: Do you have safety concerns around Driver Only Operation (DOO) services?Answered: 874 Skipped: 225

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Q43: What action(s) would you like to happen?Answered: 873 Skipped: 226

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Q44: Do you believe your MP is doing everything they can to resolve this situation?Answered: 871 Skipped: 228

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Q45: How will this situation affect how you vote in next election?Answered: 809 Skipped: 290

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Q46: On a scale of 1-10, how likely are you to recommend Southern / Thameslink to family and friends?Answered: 874 Skipped: 225

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Q47: Please use this space to tell us, in your own words, how you have been affected by this situation, or anything you think might help us rectify it.Answered: 552 Skipped: 547

Thiswasanopenresponsequestion.Theanswerswillbecollatedseparately.

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