As part of Transport Focus’s work to improve rail passenger satisfaction we have developed a train operator scorecard to how see how passengers rate their overall journey, the punctuality of their service, the level of cancellations and satisfaction with complaints.   

Transport Focus has created a tool that highlights industry performance on the journey elements that matter most to passengers – drawing together Transport Focus Rail User Survey and industry data on punctuality, cancellations, and complaints.   

Satisfaction data is from Transport Focus’s independent Rail User Survey, the interim tracker created following the discontinuation of the National Rail Passenger Survey. Small sample sizes mean that a level of caution should be applied. The Rail User Survey data will be replaced by the larger, more robust industry-wide Rail Customer Experience Survey (RCXS) – we expect this will be introduced in 2025.   

In creating this comparative snapshot for each train operator we want to foster improvements for passengers and ultimately drive-up their satisfaction. 

Transport Focus will use the evidence from the scorecard to monitor passengers’ experiences and challenge train companies to improve reliability and key issues such as information during disruption and crowding.   

As we transition to using the Rail Customer Experience Survey and explore other data sets, we will look to develop the scorecard over time.

All train operator scorecards are available on our website.