National Rail Passenger Survey c2c TOC Report Spring 2018 ...€¦ · National Rail Passenger Survey c2c TOC Report Spring 2018 (Wave 38) 5.1 31 5.2 32 1.1 2 5.3 33 1.2 Issues affecting

Jennifer PeatChime Insight & Engagement Group5th Floor, Holborn Gate26, Southampton BuildingsLondon WC2A 1AH

Tel: 0207 861 3266Email: [email protected]

David GreenoTransport FocusFleetbank House2-6 Salisbury SquareLondon, EC4Y 8JX


Contacts:

National Rail Passenger Surveyc2c TOC ReportSpring 2018 (Wave 38)

5.1 31

5.2 32

1.1 2 5.3 33

1.2 Issues affecting fieldwork 3 5.4 34

2.1 5 6.1 35

2.2 7

2.3 9

2.4 11

2.5 13 7.1 36

2.6 14 7.2 38

7.3 39

7.4 40

3.1 15

3.2 22

8.1 41

8.2 42

4.1 30 8.3 43

Overall satisfaction and station factor results for c2c

Train factor results for c2c

Standard reports produced for NRPS

Rail sectors

Network Rail categorisation and station factor results for c2c How routes are defined

Unweighted sample composition for all TOCs

Overall satisfaction and station factor results for c2c Passenger experience of delays

Train factor results for c2c

Overall satisfaction and station factor results for London and South

East

Train factor results for London and South East

c2c versus London and South East performance Sample profile for c2c versus London and South East

Results by route for c2c Station sample sizes for c2c

Weighted sample composition for all TOCs

Weekday/weekend satisfaction for London and South East

ContentsPeak/off peak satisfaction for c2c

Peak/off peak satisfaction for London and South East

Methodology Weekday/weekend satisfaction 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

From Spring 2017, passengers were also offered the choice of completing the questionnaire online.

21.1 Methodology

1.281.1 Methodology1

Spring 2018 (Wave 38)

Fieldwork for Wave 38 (including boosts) was undertaken between the 15th January and 28th March 2018.

During fieldwork there was a day of industrial action on Saturday 3rd March, but this only affected two TOCs so only a small number of shifts had to be moved.

During late February and March most parts of the country were affected by snow and other adverse weather at times. This led to a higher number of trains being

cancelled than normal (including some station and line closures), which led to the postponement of some on train and at station shifts. Several shifts also had to be

postponed because interviewers were unable to travel safely to the station. In total 79 shifts had to be moved due to snow/weather related issues.

Planned and unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station

was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned.

Autumn 2017 (Wave 37)

Fieldwork for Wave 37 (including boosts) was undertaken between the 1st September and 15th November 2017.

There were three separate periods of industrial action during fieldwork; 1st, 2nd and 4th September; 3rd and 5th October: and 8th and 9th November. These affected a

number of shifts across certain TOCs which had to be re-scheduled. Also due to an attempted terrorist attack at Parsons Green underground station on Friday 15th

September, a handful of shifts had to be rescheduled due to interviewer concerns over safety.

The London Overground Gospel Oak to Barking route was not in operation for the majority of the fieldwork period, only re-opening from the 23rd October. Therefore

some shifts initially assigned to this route were moved to other London Overground routes, whilst remaining shifts were re-allocated to the route once the line was re-

opened.

The UK was hit by two large storms in September and October which affected a handful of shifts. The Blaenau Ffestiniog - Llandudno line was also closed due to damage

caused by Storm Brian in October, and the line was not re-opened by the end of fieldwork so one shift was cancelled.

As with previous waves, planned & unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only

rescheduled if the station was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went

ahead as planned.

31.2 Issues affecting fieldwork

1.281.2 Issues affecting fieldwork1


Fieldwork for Wave 36 (including boosts) was undertaken between 30th January and 30th April 2017. No fieldwork took place between 13th - 23rd April due to the

Easter holidays.

During fieldwork there were issues with two lines, the London Overground Gospel Oak to Barking route was closed until Monday 27th February’ ; therefore limited shifts

were conducted on this line. The Blaenau Ffestiniog - Llandudno line was also closed due to damage caused by Storm Doris, no shifts were conducted on this line.

There were two periods of industrial action during fieldwork (Monday 13th March & Saturday 8th April), in most cases the effect of these was limited but a small number

of shifts could not go ahead as planned and had to be re-scheduled.

On the 23rd February most of the UK was hit by Storm Doris, this did result in a number of shifts not taking part as planned due to serious flooding, trains on lines, bus

replacements etc. All shifts were re-arranged.

There were two separate incidents of structural damage in stations affecting fieldwork. In March emergency repairs were carried out over a week at Liverpool Lime

Street due to a wall falling onto the tracks, this did affect a small number of shifts carried out at this station and also stations with lines running to Liverpool Lime Street.

On 12th April shifts were postponed for Heathrow Connect due to bricks causing damage to the line.

Planned & unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station

was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned.

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.

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

Spring 2018 Spring 2017

3

1

3

1

2

2

17

3

4

3

3

4

3

6

5

17

3

9

8

13

15

10

19

15

18

14

13

42

52

44

41

49

49

31

41

42

45

31

35

45

24

28

17

39

31

1

2

3

4

5

6

7

8

9

Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

83 83

78 82

86 88

73 77

78 78

48 56-

80 83

8986Overall satisfaction with the

journey(962)

Overall satisfaction with the

station(989)

Ticket buying facilities(690)

Provision of information about

train times/platforms

(978)

Upkeep/repair of the station buildings/platforms

(975)

Cleanliness

(975)

Toilet facilities at the station

(637)

Attitudes and helpfulness of the

staff

(804)

52.1 Overall satisfaction with your journey and station factors

2.1 Overall satisfaction with your journey and station factors2

Connections with other forms of

public transport

(757)

74 77





c2c

27

8

2

2

4

5

6

4

9

9

11

8

5

3

6

9

15

2

19

12

16

21

18

21

21

18

20

11

25

21

28

38

51

48

42

46

39

24

36

34

18

25

24

25

28

22

20

59

11

23

C38.

Rating…

C1201.Rating…

C39.

Rating…

C702.

Rating…

C1003.Rating…

C2701.Rating…

C2702.Rating…

C42.

Overa…

C2801.Rating…

C3501.Rating…


% satisfied/good


62.1 Station factors (cont'd)

2.1 Station factors (cont'd)2

Choice of shops/eating/drinking facilities available

(823)

48 47

58 56Availability of Wi-Fi

(513)

-

63 70

75 76

73 75

70 73

68 72

59 60

83 85

5846Facilities for car parking

(412)

Facilities for bicycle parking****

(284)

Overall environment(978)

Your personal security whilst

using the station

(906)

Availability of staff at the station

(895)

Shelter facilities(872)

Availability of seating(914)

How request to station staff was handled

(107)

****Attribute added for the first time from Spring 2018 due to historical requests.





c2c

3

4

3

2

2

14

1

2

14

7

4

8

4

3

4

19

3

4

10

15

10

8

7

6

14

22

11

16

41

24

48

45

35

39

42

25

50

43

22

37

34

36

52

50

37

20

35

36

13

18

C2703.Overa…

C43.

Satisf…

C44.

Satisf…

C45.

Satisf…

C46.

Satisf…

C47.

Satisf…

C49.

Rating…

C50.

Rating…

C51.

Rating…

C52.

Rating…


% satisfied/good


72.2 Train factors

2.2 Train factors2

Helpfulness and attitude of staff on train

(316)

35 47

54 55Space for luggage

(704)

-

-

-

81 83

87 88

89 89

79 83

46 52

85 88

79 81

8983Overall satisfaction with the train

(980)

Frequency of the trains on that

route

(973)

Punctuality/reliability (i.e. the train

arriving/departing on time)

(956)

Length of time the journey was

scheduled to take (speed)

(962)

Connections with other train

services

(577)

Value for money of the price of

your ticket

(924)

Upkeep and repair of the train(973)

Provision of information during the journey

(910)





c2c

11

2

1

1

1

1

30

15

18

9

17

45

13

6

5

3

3

4

20

16

12

11

20

16

26

16

21

25

9

17

30

24

19

13

18

17

34

51

52

46

48

48

12

35

30

31

29

12

17

25

22

25

39

30

7

11

21

36

15

11

C53.R…

C3670.R…

C3652.R…

C3671.R…

C902.R…

C903.R…

C1004.R…

C64.R…

C1903.R…

C3602.S…

C3703.R…

C3604.R…


% satisfied/good


82.2 Train factors (cont'd)

2.2 Train factors (cont'd)2

Usefulness of information about

the delay****

(119)

51 61

67 71Level of crowding

(949)

-

-

76 79

73 74

71 75

87 88

78 86

19 28

46 51

5750Toilet facilities

(438)

Comfort of the seats

(939)

Step or gap between the train and

the platform

(926)

Your personal security on board

(891)

Cleanliness of the inside

(982)

Cleanliness of the outside

(908)

Availability of staff on the train(537)

How well train company deals

with delays

(124)

***Attribute added for the first time from Autumn 2017, so no historical comparisons yet****Attribute added for the first time from Spring 2018 due to historical requests.

Reliability of the Internet

connection***

(511)

44 -

Availability of power sockets

(378)23 24





London and South East

% satisfied/good


3

1

3

2

2

2

19

3

3

6

5

7

5

8

6

17

5

6

12

16

14

10

20

17

19

17

12

46

50

44

45

48

50

31

40

41

33

28

32

38

23

25

15

35

38

C71.

Overa…

C2301.Overa…

C31.

Rating…

C32.

Rating…

C33.

Rating…

C34.

Rating…

C3601.Rating…

C36.

Rating…

C37.

Rating…


78 80-

76 77

83 84

70 73-

75 77-

45 46

75 78-

82-79Overall satisfaction with the

journey

(14268)

Overall satisfaction with the

station

(14606)

Ticket buying facilities(8014)

Provision of information about

train times/platforms(14328)

Upkeep/repair of the station

buildings/platforms

(14367)

Cleanliness(14379)

Toilet facilities at the station(8289)

Attitudes and helpfulness of the

staff

(10373)

92.3 Overall satisfaction with your journey and station factors

2.3 Overall satisfaction with your journey and station factors2

Connections with other forms of

public transport

(10832)

79 79






24

10

2

1

5

4

9

4

11

32

14

10

6

3

10

11

22

6

16

19

16

21

19

24

20

16

20

7

21

16

28

36

52

45

42

44

34

25

36

21

18

23

21

27

24

24

14

59

15

11

C38.

Rating…

C1201.Rating…

C39.

Rating…

C702.

Rating…

C1003.Rating…

C2701.Rating…

C2702.Rating…

C42.

Overa…

C2801.Rating…

C3501.Rating…


% satisfied/good


102.3 Station factors (cont'd)

2.3 Station factors (cont'd)2


(12138)

51 52

32 33Availability of Wi-Fi

(5764)

-

-

-

-

-

59 63

73 74

72 74

66 68

69 71

48 51

84 87

4846Facilities for car parking

(4476)


(3269)

Overall environment

(14477)

Your personal security whilst using the station

(13374)

Availability of staff at the station(12095)

Shelter facilities

(11991)

Availability of seating

(13359)

How request to station staff was

handled

(1948)







3

5

8

3

4

17

3

3

7

8

6

12

12

6

5

20

8

6

6

15

16

11

10

11

17

22

16

18

29

22

50

45

34

42

42

25

48

44

32

39

24

27

36

38

31

16

25

29

26

17

C2703.Overa…

C43.

Satisf…

C44.

Satisf…

C45.

Satisf…

C46.

Satisf…

C47.

Satisf…

C49.

Rating…

C50.

Rating…

C51.

Rating…

C52.

Rating…


% satisfied/good


112.4 Train factors

2.4 Train factors2


(6145)

57 60

56 56Space for luggage

(10792)

-

-

-

-

-

-

-

72 75

70 75

80 81

73 75

41 43

73 74

73 73

7874Overall satisfaction with the train

(14515)

Frequency of the trains on that

route

(14381)

Punctuality/reliability (i.e. the train

arriving/departing on time)

(14325)

Length of time the journey was scheduled to take (speed)

(14287)

Connections with other train

services

(8335)

Value for money of the price of

your ticket(13542)

Upkeep and repair of the train

(14378)

Provision of information during

the journey

(13458)






27

5

4

1

3

3

19

14

18

8

37

49

16

10

8

3

8

7

16

17

15

10

19

14

20

23

26

23

15

20

29

34

26

13

16

11

27

47

45

47

49

48

23

25

28

36

20

14

11

16

17

25

26

23

12

9

12

33

8

12

C53.R…

C3670.R…

C3652.R…

C3671.R…

C902.R…

C903.R…

C1004.R…

C64.R…

C1903.R…

C3602.Sa…

C3703.R…

C3604.R…


% satisfied/good


122.4 Train factors (cont'd)

2.4 Train factors (cont'd)2

Usefulness of information about

the delay****

(3684)

41 43

68 70Level of crowding

(14269)

-

+

-

-

-

63 65

62 60

72 73

75 77

71 74

35 37

35 36

3738Toilet facilities

(5984)

Comfort of the seats

(13968)

Step or gap between the train and

the platform

(13399)

Your personal security on board

(13360)


(14558)


(12989)

Availability of staff on the train

(9301)

How well train company deals

with delays

(3856)


Reliability of the Internet

connection***(6207)

28 -

26 23+Availability of power sockets

(6453)

Overall satisfaction with the journey 86 79 109%STATION FACILITIESOverall satisfaction with the station 83 78 106%Ticket buying facilities 78 76 103%Provision of information about train times/platforms 86 83 104%Upkeep/repair of the station buildings/platforms 73 70 104%Cleanliness 78 75 103%Toilet facilities at the station 48 45 107%Attitudes and helpfulness of the staff 80 75 106%Connections with other forms of public transport 74 79 93%Facilities for car parking 46 46 99%Facilities for bicycle parking**** 63 59 107%Overall environment 75 73 103%Your personal security whilst using the station 73 72 102%Availability of staff at the station 70 66 106%Shelter facilities 68 69 99%Availability of seating 59 48 123%How request to station staff was handled 83 84 99%Choice of shops/eating/drinking facilities available 48 51 93%Availability of Wi-Fi 58 32 181%TRAIN FACILITIESOverall satisfaction with the train 83 74 112%Frequency of the trains on that route 81 72 112%Punctuality/reliability (i.e. the train arriving/departing on time) 87 70 125%Length of time the journey was scheduled to take (speed) 89 80 112%Connections with other train services 79 73 108%Value for money of the price of your ticket 46 41 111%Upkeep and repair of the train 85 73 117%Provision of information during the journey 79 73 108%Helpfulness and attitude of staff on train 35 57 61%Space for luggage 54 56 98%Toilet facilities 50 38 132%Comfort of the seats 76 63 120%Step or gap between the train and the platform 73 62 118%Your personal security on board 71 72 98%Cleanliness of the inside 87 75 116%Cleanliness of the outside 78 71 110%Availability of staff on the train 19 35 55%How well train company deals with delays 46 35 133%Usefulness of information about the delay**** 51 41 125%Level of crowding 67 68 98%Reliability of the Internet connection 44 28 161%Availability of power sockets 23 26 88%

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 86 87STATION FACILITIESOverall satisfaction with the station 79 85Ticket buying facilities 78 78Provision of information about train times/platforms 83 88Upkeep/repair of the station buildings/platforms 67 76Cleanliness 75 79Toilet facilities at the station 40 53Attitudes and helpfulness of the staff 77 81Connections with other forms of public transport 73 74Facilities for car parking 48 44Facilities for bicycle parking**** 60 66Overall environment 70 77Your personal security whilst using the station 70 74Availability of staff at the station 66 72Shelter facilities 57 74Availability of seating 50 64How request to station staff was handled 67 93Choice of shops/eating/drinking facilities available 46 48Availability of Wi-Fi 56 59TRAIN FACILITIESOverall satisfaction with the train 79 85Frequency of the trains on that route 71 86Punctuality/reliability (i.e. the train arriving/departing on time) 82 89Length of time the journey was scheduled to take (speed) 87 91Connections with other train services 69 85Value for money of the price of your ticket 40 49Upkeep and repair of the train 80 88Provision of information during the journey 77 80Helpfulness and attitude of staff on train 29 39Space for luggage 52 56Toilet facilities 44 54Comfort of the seats 74 76Step or gap between the train and the platform 65 77Your personal security on board 63 75Cleanliness of the inside 85 88Cleanliness of the outside 72 81Availability of staff on the train 14 22How well train company deals with delays 34 53Usefulness of information about the delay**** 41 57Level of crowding 62 70Reliability of the Internet connection 38 48Availability of power sockets 18 25

Building Block/ route data for c2c

2.6 Results by route2


142.6 Results by route

Southend LineTilbury Line


3.1 Overall satisfaction and station factors trend charts3

153.1 Overall satisfaction and station factors

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018

c2c London and South East

Overall satisfaction with the journey

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Overall satisfaction with the station

N.B. Benchmarks and targets are only shown for applicable factors

Percentage of passengers satisfied 2013 to 2018 Percentage of passengers satisfied 2013 to 2018(962) (989)

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

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Ticket buying facilities

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Provision of information about train times/platforms

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Upkeep/repair of the station buildings/platforms


Percentage of passengers satisfied 2013 to 2018 Percentage of passengers satisfied 2013 to 2018 Percentage of passengers satisfied 2013 to 2018(690) (978) (975)



0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Cleanliness

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Toilet facilities at the station**

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Attitudes and helpfulness of the staff



**Attribute added for the first time in Spring 2017



0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Connections with other forms of public transport

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Facilities for car parking

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018








0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Overall environment

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Your personal security whilst using the station

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Availability of staff at the station





0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Shelter facilities

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Availability of seating

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


How request to station staff was handled





0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018



0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Availability of Wi-Fi*



*Attribute added for the first time in Autumn 2016

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

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Overall satisfaction with the train

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Frequency of the trains on that route



Percentage satisfaction with

aspects of train



0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Punctuality/reliability (i.e. the train arriving/departing on time)

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Length of time the journey was scheduled to take (speed)

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Connections with other train services





0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Value for money of the price of your ticket

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Upkeep and repair of the train

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Provision of information during the journey





0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018



0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Space for luggage

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Toilet facilities





0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Comfort of the seats**

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Step or gap between the train and the platform**

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Your personal security on board****



**Attribute added for the first time in Spring 2017****Q'naire changes seem to have affected comparisons prior to Spring 2017, so no historic data shown



0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018



0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018



0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Availability of staff on the train





0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


How well train company deals with delays

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Usefulness of information about the delay****

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Level of crowding**



**Attribute added for the first time in Spring 2017****Attribute added for the first time from Spring 2018 due to historical requests.



0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Reliability of the Internet connection***

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

Autumn2013

Spring2014

Autumn2014

Spring2015

Autumn2015

Spring2016

Autumn2016

Spring2017

Autumn2017

Spring2018


Availability of power sockets**



**Attribute added for the first time in Spring 2017***Attribute added for the first time in Autumn 2017

Overall satisfaction with the station 83 100Ticket buying facilities 78 -Provision of information about train times/platforms 86 -Upkeep/repair of the station buildings/platforms 73 100Cleanliness 78 100Toilet facilities at the station** 48 -Attitudes and helpfulness of the staff 80 -Connections with other forms of public transport 74 100Facilities for car parking 46 -Facilities for bicycle parking**** 63 -Overall environment 75 100Your personal security whilst using the station 73 100Availability of staff at the station 70 100Shelter facilities 68 100Availability of seating 59 -How request to station staff was handled 83 -Choice of shops/eating/drinking facilities available 47 100Availability of Wi-Fi 58 -

(% of passengers saying satisfied/good)




Managed versus non-managed stations for c2c(% of passenger journeys originating from each type of station)

25%

11%

44%

7%

8%

5%0%

Overall Total

25%

11%

44%

7%

8%

5%0%

Stations managed by TOC

100%

0%0%0%0%0%0%

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

304.1 Managed versus non-managed

Stations

managedby TOC

significantdifference

Stations

not managedby TOC

**Attribute added for the first time in Spring 2017****Attribute added for the first time from Spring 2018 due to historical requests.

Overall satisfaction with the journey 80 82 91 94STATION FACILITIESOverall satisfaction with the station 84 85 82 82Ticket buying facilities 78 79 79 85Provision of information about train times/platforms 84 86 87 89Upkeep/repair of the station buildings/platforms 73 73 73 79Cleanliness 75 79 80 78Toilet facilities at the station 48 54 48 - 59Attitudes and helpfulness of the staff 78 81 82 84Connections with other forms of public transport 70 72 77 81Facilities for car parking 46 48 45 - 67Facilities for bicycle parking**** 67 60 58 - 79Overall environment 78 78 72 75Your personal security whilst using the station 75 75 71 75Availability of staff at the station 68 73 72 73Shelter facilities 67 69 69 75Availability of seating 54 54 63 64How request to station staff was handled 87 86 82 85Choice of shops/eating/drinking facilities available 47 43 48 50Availability of Wi-Fi 51 48 64 63TRAIN FACILITIESOverall satisfaction with the train 77 - 83 87 - 93Frequency of the trains on that route 75 80 85 85Punctuality/reliability (i.e. the train arriving/departing on time) 81 85 91 90Length of time the journey was scheduled to take (speed) 83 84 94 92Connections with other train services 71 75 85 88Value for money of the price of your ticket 32 36 56 63Upkeep and repair of the train 83 87 87 90Provision of information during the journey 73 75 84 85Helpfulness and attitude of staff on train 32 43 38 51Space for luggage 49 52 59 58Toilet facilities 48 49 53 63Comfort of the seats 67 74 82 83Step or gap between the train and the platform 68 72 78 75Your personal security on board 68 - 77 73 74Cleanliness of the inside 85 88 88 89Cleanliness of the outside 76 - 85 79 - 86Availability of staff on the train 15 22 23 32How well train company deals with delays 46 34 46 69Usefulness of information about the delay**** 47 48 54 75Level of crowding 47 - 56 82 81Reliability of the Internet connection*** 37 - 51 -Availability of power sockets 20 20 25 29




Peak Off-peak

5.1 TOC peak/off peak satisfaction scores5


315.1 TOC peak/off peak satisfaction scores

significant

changeSpring 2018

significant

changeSpring 2017** Spring 2018 Spring 2017**

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)

**Results for Spring 2017 have been revised so that the peak/off-peak definition used is the same as other waves***Attribute added for the first time from Autumn 2017, so no historical comparisons yet****Attribute added for the first time from Spring 2018 due to historical requests

Overall satisfaction with the journey 70 - 73 82 - 84STATION FACILITIESOverall satisfaction with the station 78 78 78 - 80Ticket buying facilities 77 75 76 - 78Provision of information about train times/platforms 80 83 84 84Upkeep/repair of the station buildings/platforms 71 70 70 - 74Cleanliness 76 76 75 - 77Toilet facilities at the station 48 46 44 46Attitudes and helpfulness of the staff 73 75 76 - 79Connections with other forms of public transport 79 + 75 79 - 81Facilities for car parking 44 41 47 50Facilities for bicycle parking**** 58 58 59 - 64Overall environment 74 73 73 - 75Your personal security whilst using the station 72 72 72 - 74Availability of staff at the station 68 67 65 - 68Shelter facilities 70 + 66 68 - 72Availability of seating 39 41 51 - 54How request to station staff was handled 80 84 84 - 88Choice of shops/eating/drinking facilities available 52 + 48 51 53Availability of Wi-Fi 28 26 33 35TRAIN FACILITIESOverall satisfaction with the train 64 - 69 77 - 80Frequency of the trains on that route 68 - 71 73 - 76Punctuality/reliability (i.e. the train arriving/departing on time) 61 - 68 72 - 76Length of time the journey was scheduled to take (speed) 71 73 82 83Connections with other train services 64 - 68 76 77Value for money of the price of your ticket 24 24 46 - 49Upkeep and repair of the train 65 - 69 75 76Provision of information during the journey 67 67 75 75Helpfulness and attitude of staff on train 51 53 59 - 62Space for luggage 46 48 58 58Toilet facilities 34 33 40 39Comfort of the seats 54 56 65 - 68Step or gap between the train and the platform 61 + 57 62 61Your personal security on board 71 70 73 74Cleanliness of the inside 68 - 72 77 78Cleanliness of the outside 63 - 69 73 - 75Availability of staff on the train 28 30 37 39How well train company deals with delays 32 29 36 39Usefulness of information about the delay**** 34 33 43 46Level of crowding 46 - 49 74 76Reliability of the Internet connection*** 22 - 29 -Availability of power sockets 23 21 27 + 23




Peak Off-peak

5.2 Sector peak/off peak satisfaction scores5


325.2 Sector peak/off peak satisfaction scores

significant

changeSpring 2018

significant

changeSpring 2018

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)

**Results for Spring 2017 have been revised so that the peak/off-peak definition used is the same as other waves***Attribute added for the first time from Autumn 2017, so no historical comparisons yet****Attribute added for the first time from Spring 2018 due to historical requests

Spring 2017** Spring 2017**

Overall satisfaction with the journey 85 88 93 97STATION FACILITIESOverall satisfaction with the station 82 82 89 89Ticket buying facilities 79 81 75 90Provision of information about train times/platforms 86 87 85 95Upkeep/repair of the station buildings/platforms 73 74 73 - 93Cleanliness 77 77 83 86Toilet facilities at the station 47 - 55 59 66Attitudes and helpfulness of the staff 81 81 76 - 95Connections with other forms of public transport 75 77 68 77Facilities for car parking 47 55 35 - 79Facilities for bicycle parking**** 65 68 50 84Overall environment 74 75 79 85Your personal security whilst using the station 73 74 72 81Availability of staff at the station 70 71 70 - 86Shelter facilities 67 71 75 82Availability of seating 57 58 75 73How request to station staff was handled 81 85 93 88Choice of shops/eating/drinking facilities available 47 46 50 54Availability of Wi-Fi 57 54 61 73TRAIN FACILITIESOverall satisfaction with the train 82 - 88 90 94Frequency of the trains on that route 80 83 82 86Punctuality/reliability (i.e. the train arriving/departing on time) 86 86 93 95Length of time the journey was scheduled to take (speed) 89 87 93 96Connections with other train services 79 81 80 93Value for money of the price of your ticket 44 48 55 - 76Upkeep and repair of the train 85 87 88 95Provision of information during the journey 79 80 81 87Helpfulness and attitude of staff on train 35 - 46 33 60Space for luggage 56 55 47 57Toilet facilities 50 55 55 72Comfort of the seats 75 79 80 79Step or gap between the train and the platform 71 73 88 80Your personal security on board 71 75 70 74Cleanliness of the inside 86 87 93 95Cleanliness of the outside 77 - 85 85 87Availability of staff on the train 21 26 11 - 42How well train company deals with delays 49 51 29 48Usefulness of information about the delay**** 52 58 41 100Level of crowding 64 69 84 81Reliability of the Internet connection*** 43 - 51 -Availability of power sockets 23 23 18 37




c2c

Weekday Weekend

5.3 TOC weekday/weekend satisfaction scores5


335.3 TOC weekday/weekend satisfaction scores

significant

changeSpring 2018

significant

changeSpring 2017 Spring 2018 Spring 2017


Overall satisfaction with the journey 78 - 81 88 88STATION FACILITIESOverall satisfaction with the station 77 - 79 82 84Ticket buying facilities 76 77 79 80Provision of information about train times/platforms 82 83 86 87Upkeep/repair of the station buildings/platforms 70 - 72 72 - 77Cleanliness 75 - 77 78 79Toilet facilities at the station 44 45 50 51Attitudes and helpfulness of the staff 75 - 78 78 80Connections with other forms of public transport 79 79 79 82Facilities for car parking 44 46 58 58Facilities for bicycle parking**** 58 61 65 73Overall environment 72 74 77 77Your personal security whilst using the station 71 - 73 75 75Availability of staff at the station 66 67 65 69Shelter facilities 68 - 70 72 - 77Availability of seating 47 - 50 56 57How request to station staff was handled 82 - 87 89 89Choice of shops/eating/drinking facilities available 50 51 56 55Availability of Wi-Fi 30 32 41 40TRAIN FACILITIESOverall satisfaction with the train 72 - 77 85 83Frequency of the trains on that route 71 - 75 77 75Punctuality/reliability (i.e. the train arriving/departing on time) 67 - 73 82 84Length of time the journey was scheduled to take (speed) 79 80 86 86Connections with other train services 73 74 78 81Value for money of the price of your ticket 39 - 41 55 56Upkeep and repair of the train 72 - 73 79 80Provision of information during the journey 72 72 79 76Helpfulness and attitude of staff on train 56 - 58 67 67Space for luggage 54 55 63 59Toilet facilities 37 36 48 43Comfort of the seats 62 - 64 70 72Step or gap between the train and the platform 61 + 60 66 64Your personal security on board 72 72 77 77Cleanliness of the inside 74 - 76 80 81Cleanliness of the outside 70 - 73 76 78Availability of staff on the train 34 36 42 44How well train company deals with delays 34 36 42 41Usefulness of information about the delay**** 40 42 55 52Level of crowding 66 - 68 81 79Reliability of the Internet connection*** 26 - 37 -Availability of power sockets 23 21 38 + 31





Weekday Weekend

5.4 Sector weekday/weekend satisfaction scores5


345.4 Sector weekday/weekend satisfaction scores

significant

changeSpring 2018

significant

changeSpring 2017 Spring 2018 Spring 2017


LENGTH OF DELAY

No delay 83 67Up to 5 minutes delay 6 156-10 minutes delay 4 611-15 minutes delay 1 316-20 minutes delay 2 321-30 minutes delay 1 131-60 minutes delay 0 1Over 60 minutes delay 0 1Don't know/no answer 2 3

AMOUNT OF INFORMATION PROVIDED ABOUT THE DELAY SPEED WITH WHICH INFORMATION WAS PROVIDEDVery well 26 11 Very well 21 14Fairly well 26 28 Fairly well 33 29Neither well nor poorly 15 22 Neither well nor poorly 15 24Fairly poorly 12 19 Fairly poorly 13 16Very poorly 22 19 Very poorly 18 17

ACCURACY OF INFORMATION GIVEN ABOUT THE DELAY TIME TAKEN TO RESOLVE THE PROBLEMVery well 19 12 Very well 15 9Fairly well 31 31 Fairly well 29 23Neither well nor poorly 15 21 Neither well nor poorly 20 32Fairly poorly 17 18 Fairly poorly 15 16Very poorly 19 18 Very poorly 21 20

USEFULNESS OF THE INFORMATION AVAILABILITY OF ALTERNATIVE TRANSPORT IF THEVery well 21 12 TRAIN SERVICE COULD NOT CONTINUEFairly well 30 28 Very well 13 4Neither well nor poorly 19 26 Fairly well 30 13Fairly poorly 12 15 Neither well nor poorly 16 25Very poorly 18 18 Fairly poorly 12 20

Very poorly 28 38

6.1 Passenger experience of delays6

Overall sample size 27168 c2c

London and

South East

356.1 Passenger experience of delays

c2cLondon and

South East

DISABILITY OR LONG TERM ILLNESS JOURNEY PURPOSE

Vision 1 1 Commuter 67 51Hearing 1 2 Business 6 15Mobility 3 3 Leisure 27 34Dexterity 1 0Learning or understanding or concentrating 0 0Memory 0 0 WEEKDAY/WEEKENDMental health 2 3 Weekday 86 85Stamina or breathing or fatigue 2 2 Weekend 14 15Socially or behaviourally 0 1Other 2 2None 83 83 TIME OF TRAVELNo answer 8 7 Peak 43 22

Off-Peak 57 78

GENDER ASKED FOR HELP OR INFORMATIONMale 38 41 Yes asked for help 7 6Female 55 52 Yes asked for information 6 7Prefer another term 0 0 Could not find anyone to ask 2 2

No/didn`t need help/information 86 84

AGE 16-18 3 2 TRAVELLING WITH …19-25 8 8 Heavy/bulky luggage/other large items 6 926-34 14 14 Pushchair/buggy/pram 1 135-44 15 17 Folding bicycle 0 045-54 21 21 Non-folding bicycle 0 155-59 10 10 Dog 0 060-64 7 9 Wheelchair 0 065+ 15 13 Helper 0 0

Mobility scooter - 0ETHNIC GROUP OF PASSENGERS None apply 85 83White 79 80 Mixed 2 2Asian or Asian British 3 3Black or Black British 7 4Chinese or other ethnic group 2 3

7.1 General sample profile7


London and

South East

London and

South East

367.1 General sample profile

c2c c2c

TYPE OF TICKET USED FOR JOURNEYAnytime single/return 10 9

Anytime day single/return 9 8Off-peak/super off-peak single/return 4 8Off-peak/super off-peak day single/return 4 6Advance 1 3Day travelcard 8 6Oyster pay as you go 13 16Weekly or monthly season ticket (including travelcard/travelcard on oyster) 17 16Annual season ticket (including travelcard/travelcard on oyster) 16 10Special promotion ticket 3 0Rail staff pass/Privilege ticket/Police concession 2 1Free travel pass (e.g. Freedom pass) 5 8Other 8 7Don't know/ no answer 1 1

7.1 General sample profile (cont'd)7


377.1 General sample profile (cont'd)

London and

South East c2c

London Fenchurch Street 342

Benfleet 110

Grays 83Barking 71Chalkwell 60West Ham 44Rainham (Essex) 43Chafford Hundred 41Leigh-On-Sea 39Upminster 34Southend East 23Westcliff 22Basildon 22Pitsea 18Laindon 16Limehouse 14Southend Central 12Stanford-Le-Hope 9West Horndon 1

Tilbury Town 1

London Liverpool Street 1

Station sample sizes for c2c

7.2 Station sample sizes7


387.2 Station sample sizes

Unweighted

Sample size 25843 11584 3471 10788 22285 3558 8204 5745 6731 5163

Arriva Trains Wales 31475 31 10 59 81 19 22 26 26 26

c2c 43331 67 6 27 86 14 25 17 31 27

Chiltern Railways 24450 38 25 37 82 18 35 8 28 29

CrossCountry 37216 15 28 57 78 22 26 22 26 26

East Midlands Trains 25840 23 28 49 82 18 23 23 26 28

Gatwick Express* 8576 15 44 40 78 22 69 0 0 31

Great Northern* 53116 47 28 25 89 11 23 25 25 27

Great Western Railway 103952 30 20 50 71 29 22 24 28 25

Greater Anglia 89311 47 21 32 86 14 30 13 30 27

London Overground 188790 61 3 37 80 20 23 25 27 26

Merseyrail 44284 38 1 61 80 20 23 24 27 26

Northern 98557 38 9 53 76 24 22 27 26 25

ScotRail 79934 29 16 56 76 24 31 21 18 30

South Western Railway*** 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 21086 9 32 59 75 25 29 14 30 27

West Midlands Trains*** 69605 40 13 46 85 15 27 16 31 25

7.3 Weighted sample profile7

397.3 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*** South Western Railway rebranded from South West Trains in Autumn 2017. West Midlands Trains rebranded from London Midland in Spring 2018

Sample size 25843 11584 3471 10788 22285 3558 8204 5745 6731 5163

Arriva Trains Wales 1084 34 12 54 79 21 19 24 28 28

c2c 1006 69 5 26 91 9 34 15 30 21

Chiltern Railways 943 45 15 40 92 8 25 9 36 31

CrossCountry 1376 31 21 48 79 21 33 23 25 19

East Midlands Trains 1015 38 21 42 83 17 26 33 19 22

Gatwick Express* 504 38 29 34 94 6 83 0 0 17

Great Northern* 610 53 9 38 86 14 35 18 27 20

Great Western Railway 1619 42 18 40 89 11 34 23 32 11

Greater Anglia 1300 49 10 41 90 10 36 10 32 22

London Overground 1617 59 6 35 83 17 21 20 24 35

Merseyrail 777 51 4 45 91 9 29 32 25 13

Northern 1875 46 6 48 83 17 20 27 25 28

ScotRail 1485 44 11 46 80 20 42 22 23 12

South Western Railway*** 2022 44 11 46 81 19 42 14 30 14

Southeastern 1479 57 7 36 87 13 30 32 21 17

Southern* 1257 50 9 41 85 15 19 37 26 18

TfL Rail 294 77 6 17 100 0 51 30 5 14

Thameslink* 1168 59 9 32 92 8 32 28 21 18

TransPennine Express 975 34 18 48 94 6 23 30 26 22

Virgin Trains 1220 23 34 43 84 16 36 11 28 25

Virgin Trains East Coast 1128 19 33 48 94 6 36 23 27 13

West Midlands Trains*** 1089 46 11 42 86 14 31 22 32 14

7.4 Unweighted sample profile7

407.4 Unweighted sample profile

Weekday Weekend Very large Large Medium SmallLeisureBusinessCommuteSample size

Journey Purpose Day of Week Station Size

*Part of the Govia Thameslink Railway franchise*** South Western Railway rebranded from South West Trains in Autumn 2017. West Midlands Trains rebranded from London Midland in Spring 2018

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

418.1 Standard reports produced for NRPS

Sector definitions

Regional Operators Arriva Trains Wales

Merseyrail

Northern

ScotRail

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 Overground

South Western Railway

Southeastern

Southern*

TfL Rail

Thameslink*

West Midlands Trains

Long Distance Operators CrossCountry

East Midlands Trains

TransPennine Express

Virgin Trains

Virgin Trains East Coast

8.2 Rail sectors8

428.2 Rail sectors* Part of the Govia Thameslink Railway franchise

South Western Railway rebranded from South West Trains in Autumn 2017. West Midlands Trains rebranded from London Midland in Spring 2018

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:

South Western Railway rebranded from South West Trains in Autumn

2017. West Midlands Trains rebranded from London Midland in Spring

2018

8.3 How routes are defined11

438.3 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 local rail lines around Nottingham, Derby and Lincoln (excluding Liverpool - Norwich, London - Sheffield and London -Nottingham services).

East Midlands Trains: LondonJourneys on the London - Sheffield and London - Nottingham routes. Also includes London - Corby services.

Chiltern Railways: OxfordJourneys on London Marylebone – Oxford services.

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.

8.3 How routes are defined (cont'd)8

448.3 How routes are defined (cont'd)

ScotRail: RuralJourneys on predominantly rural rail lines.

Northern: North East Journeys on lines in and around Newcastle.

London Overground: Highbury & Islington – Croydon/Clapham JunctionJourneys on the Highbury & Islington – West Croydon and Highbury & Islington - Clapham Junction lines.

London Overground: Richmond/Clapham Junction – StratfordJourneys on the Richmond – Stratford and Clapham Junction –Willesden Junction/Stratford rail lines.

London Overground: West AngliaJourneys on West Anglia routes London - Enfield Town, London -Chingford, London - Cheshunt and Romford - Upminster.

London Overground: Watford – EustonJourneys on the London Euston – Watford line.

Merseyrail: NorthernJourneys on the Hunts Cross – Southport/Ormskirk rail line.

Merseyrail: WirralJourneys on the central Liverpool – West Kirby, New Brighton, Chester and Ellesmere Port rail lines.

ScotRail: InterurbanJourneys on longer distance rail lines between urban areas.

London Overground: Gospel Oak – BarkingJourneys on the Gospel Oak – Barking line.

Northern: EastJourneys on several lines in and around Leeds, Doncaster and Sheffield.

Northern: CentralJourneys on several lines in and around Manchester.

Southeastern: MetroJourneys on rail lines that are within London.

Southeastern: Main lineJourneys on (generally) main line routes London – Kent lines.

Southeastern: High speedJourneys on high speed trains to/from London St. Pancras.

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.

Southern: Metro*Journeys on rail lines that are within London.

Northern: WestJourneys on lines in and around Liverpool and Preston.

Heathrow Connect:All Heathrow Connect journeys.

Heathrow Express:All Heathrow Express journeys.

Hull Trains: All Hull Trains journeys.

South Western Railway: Island lineJourneys starting from stations on the Isle of Wight.

Southern: Sussex Coast*Journeys London – Sussex (and beyond).

South Western Railway: 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.

South Western Railway: MetroJourneys on routes that are mainly or wholly within London.

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.

South Western Railway: Longer distanceJourneys starting on longer distance routes that generally go to or from London, but where the vast majority of the journey is outside London.

8.3 How routes are defined (cont'd)8

458.3 How routes are defined (cont'd)

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.

Thameslink: Kent*Journeys on the Bedford - Kent route (including Denmark Hill & Sevenoaks, West Dulwich & Orpington route).

West Midlands Trains: 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.

West Midlands Trains: London CommuterJourneys on London Euston – Milton Keynes – Northampton services. Also journeys on Bedford – Bletchley, and Watford Junction – St Albans Abbey routes.

Thameslink: North/South*Journeys on the Brighton – Bedford route.

TransPennine Express: NorthJourneys on rail lines between Liverpool Lime Street/Manchester/Manchester Airport and Hull, Scarborough, Middlesbrough, and Newcastle.

Virgin Trains: London – Wolverhampton/ShrewsburyJourneys on London – Wolverhampton/Shrewsbury services.

Virgin Trains East Coast: London – Leeds and West YorkshireJourneys on London – Leeds, London – Harrogate, London –Bradford Foster Square, and London – Skipton services.

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 - Scotland Journeys on London – Scotland services, and Leeds – Scotland services .

Virgin Trains: London – ScotlandJourneys on London – Glasgow/Scotland services. Also includes London - Blackpool services.

Virgin Trains: London – North WalesJourneys on London – Holyhead/North Wales services.

TransPennine Express: North WestJourneys on rail lines between Manchester Airport & Manchester and Carlisle, Preston, Lancaster, Glasgow and Edinburgh.

TransPennine Express: SouthJourneys on rail lines between Manchester Airport/Manchester and Cleethorpes.

Virgin Trains: London – LiverpoolJourneys on London – Liverpool services.

Virgin Trains: London - Birmingham – ScotlandJourneys on London - Birmingham – Scotland services.

Virgin Trains: London – ManchesterJourneys on London – Manchester services.

West Midlands Trains: West MidlandsJourneys on several rail lines in and around Birmingham New Street.

Reference: c2c TOC report

Transport Focus is the operating name of the Passengers' Council. This survey was published in

June 2018. © Transport Focus 2018.


David GreenoTransport FocusFleetbank House2-6 Salisbury SquareLondon, EC4Y 8JXTel: 0300 123 0837Email: [email protected]

Jennifer PeatChime Insight & Engagement Group5th Floor, Holborn Gate26, Southampton BuildingsLondon WC2A 1AH


Contacts:

Documents

National Rail Passenger Survey c2c TOC Report Spring 2018 ...€¦ · National Rail Passenger Survey c2c TOC Report Spring 2018 (Wave 38) 5.1 31 5.2 32 1.1 2 5.3 33 1.2 Issues affecting