National Rail Passenger Survey

Satisfaction survey results

The National Rail Passenger Survey (NRPS) is conducted twice a year by Transport Focus, an independent customer body. It measures passenger satisfaction with railways across Great Britain.

Survey results are published nationally each spring and autumn. Full results for all train companies are available on the‚Äč Transport Focus website.

Passenger Overall Satisfaction EMR total: 80%

Key benchmarks achieved

Intercity services

Stations Trains Customer Services
74.4% 68.2% 72.3%

Regional (Liverpool - Norwich service only):

Stations Trains Customer Services
71.7% 64.3% 67.1%


Regional routes (excluding Liverpool - Norwich services):

Stations Trains Customer Services
73.9% 68.7% 69.9%

Dealing with delays (all routes): 46.7%