good

National Passenger Survey Full Report (formerly called Summary Report) Spring 2013

Contacts: David Greeno Passenger Focus Fleetbank House 2-6 Salisbury Square London, EC4Y 8JX

Rebecca Hunt BDRC Continental Kingsbourne House 229-231 High Holborn London, WC1V 7DA

Tel: 0300 123 0837 Email: [email protected]

Tel: 020 7490 9148 Email: [email protected]

Contents 1

3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9

2 3

7

Peak/Off-peak results

7.1 7.2

London and South East sector London and South East operators

8

Individual train company results by route

8.1 8.2 8.3 8.4 8.5

Overall satisfaction The value for money for the price of your ticket Punctuality and reliability of the train Sufficient room for all the passengers to sit/stand Overall satisfaction with the station

9

Key results by different passenger groups

9.1 9.2 9.3

Journey purpose Age Gender

Individual train company results Overall satisfaction The value for money of the price of your ticket Punctuality and reliability of the train Sufficient room for all the passengers to sit/stand Overall satisfaction with the station How well train company dealt with delays London and South East operators Long Distance operators Regional operators

9 10 11 12 13 14 15 27 34

103 104 105 106 107

108 109 110

Sample profile

Trend results

4.1 National total and sector level

5

81 83

5

10 4

65

Key results

2.1 National total and sector level

3

Trend charts

6.1-6.8 National total and sector level

Introduction

1.1 Methodology 1.2 Issues affecting fieldwork

2

6

38

11

Individual train company trend results

5.1 London and South East operators 5.2 Long Distance operators 5.3 Regional operators

10.1 10.2

42 54 61

11.1 11.2 11.3

Weighted sample profile Unweighted sample profile

111 112

Technical appendix Standard reports produced for NPS Rail sectors How routes are defined

113 114 115 1

1

1.1 Methodology

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, 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 is carried out each Spring (February/March) and Autumn (September/October). Up to Spring 2003, fieldwork took place over 3 weeks. In Autumn 2003, the 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 (2010). 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 NPS methodology, visit www.passengerfocus.org.uk

1.1 Methodology

2

1

1.2 Issues affecting fieldwork

Spring 2013 (Wave 28) Fieldwork for Wave 28 was undertaken between 12th January and 24th March 2013. A number of shifts were affected by the severe weather early in the fieldwork period. Both train services and fieldworker transport were disrupted resulting in a number of shifts being rescheduled. First Capital Connect results are likely to have been affected by several major service disruptions over 10 days, due to multiple infrastructure failures, which resulted in the cancellation of a significant number of trains. As with previous waves, planned engineering works meant that some shifts were also rescheduled.  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.

Autumn 2012 (Wave 27) Fieldwork for Wave 27 was undertaken between 1st September and 12th November 2012. Top up shifts were run within the last 3 weeks of fieldwork. Due to a Network Rail ban on all fieldwork during the Paralympics, NPS shifts at Network Rail Stations started on 10th September. To ensure the data did not potentially include data where respondents answers were possibly biased, a small number of shifts affected by the distribution of gift bags by station staff to respondents with questionnaires were removed from the database and the shifts affected were then replaced. As with previous waves, planned engineering works meant that some shifts were rescheduled.  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.

1.2 Issues affecting fieldwork

3

1

1.2 Issues affecting fieldwork (cont'd)

Spring 2012 (Wave 26) The fieldwork for Wave 26 (Main and Boost) was undertaken between 28th January and 30th March 2012. Top up shifts were run within the last 3 weeks of fieldwork. Due to a change of franchise holder, the ‘National Express East Anglia’ train company became ‘Greater Anglia’ on 5th February 2012. Fieldwork and distribution of questionnaires for this train company started a week later than others on 5th February as we waited for this change to take place. In the latter stages of fieldwork we were refused permission to work on a small number of shifts. This meant the rescheduling of a few shifts but ultimately they were all done by the 30th March. As with previous waves, planned engineering works meant that some shifts were rescheduled.  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.

Autumn 2011 (Wave 25) Wave 25 fieldwork (Main and Boost) was undertaken between 1st September 2011 and 18th November 2011.  Top up shifts were run within the last 3 weeks of the fieldwork period. Delayed fieldwork on a separate rail industry project led to a smaller number of NPS shifts than normal at London Euston during the first couple of weeks of fieldwork, with others planned being moved to later in the fieldwork period. As with previous waves, planned engineering works meant that some shifts were rescheduled.  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.

1.2 Issues affecting fieldwork (cont'd)

4

2

Improved Unchanged Declined

2.1 National and sector-level results

National Total

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Overall sample size 27168 Overall satisfaction

Improvement/decline in % satisfied/good since Spring 2012

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

% change

26587

82

11

7

-3

-1

26323 13109 25489 25384 25546 22195 19248 19103 9115 25545 23290 21973 21753 23949 3881

76 75 81 70 74 55 71 75 49 67 68 60 63 46 83

17 14 11 19 17 21 20 15 18 22 26 23 19 21 6

7 11 8 12 9 25 9 10 33 11 6 17 18 34 11

-4 -1 -2 -2 -2 -3 -1 -1 -2 -4 -3 0 -7 -3 -3

0 1 0 2 3 5 0 2 0 0 1 1 -1

26542 26063 26206 25790 14804 24801 25879 24031 15498 20603 11569 25781 25822 26135 24675 26304 22224 19565 5250

79 77 78 84 76 42 73 71 65 53 37 67 71 79 77 73 69 45 38

15 9 8 10 16 21 15 19 25 23 22 14 18 14 20 16 22 29 36

7 14 14 7 8 37 11 11 9 25 41 19 11 7 4 11 9 26 26

-3 -2 -6 -2 -2 -5 -2 -1 0 -1 -2 -2 -2 -2 -2 -3 -5 0 -6

-2 -3 -1 -1 0 -1 0 1 -2 0 -2 -1 -1 0 -2 -2 -1 1

significant change

% change

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. National total excludes non-franchised train operating companies

2.1 National and sector-level results

-

5

2

Improved Unchanged Declined

2.1 National and sector-level results

London and South East

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Overall sample size 17252 Overall satisfaction

Improvement/decline in % satisfied/good since Spring 2012

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

% change

16886

81

12

7

-4

-1

16714 8784 16164 16111 16191 14017 12314 12587 5495 16230 14839 14081 13791 15121 2344

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

17 15 12 20 19 21 22 14 19 23 27 24 20 21 7

8 12 9 13 9 25 9 10 35 12 6 18 20 37 13

-4 0 -2 -3 -3 -3 -1 -2 -2 -4 -3 0 -7 -3 -4

0 1 -1 2 2 5 0 2 0 0 1 1 -2

16868 16660 16614 16360 9549 15656 16416 15206 8140 12842 6780 16357 16385 16611 15586 16699 14239 11360 3167

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

15 9 9 10 16 22 16 19 29 24 22 15 19 15 21 17 22 30 37

7 16 15 7 8 41 12 11 12 26 44 21 12 8 4 12 9 32 27

-4 -2 -6 -3 -2 -5 -3 -2 0 -2 -2 -3 -3 -2 -2 -4 -5 -1 -7

-2 -3 -1 -1 0 -2 0 1 -3 0 -3 -2 -2 0 -3 -3 -2 1

significant change

% change

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. London and South East total excludes non-franchised train operating companies

2.1 National and sector-level results

-

6

2

Improved Unchanged Declined

2.1 National and sector-level results

Long Distance

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Overall sample size 5864 Overall satisfaction

Improvement/decline in % satisfied/good since Spring 2012

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

% change

5749

87

8

5

-2

-1

5711 2140 5588 5515 5588 4980 3975 3829 1801 5561 5007 4623 4588 5200 1017

81 83 87 75 79 68 78 78 57 73 76 66 69 50 89

13 11 8 16 14 17 17 13 19 18 22 23 17 20 5

6 6 5 9 6 15 5 9 24 10 3 12 14 31 6

-3 -3 -1 -1 -1 -3 -1 -2 -3 -3 -2 -2 -7 -2 -1

0 1 1 2 2 6 1 2 -3 -1 2 0 0

5743 5552 5693 5607 3075 5509 5647 5326 4349 4703 3046 5601 5593 5663 5419 5701 4679 4847 1494

86 85 83 89 80 54 85 80 81 58 52 74 81 85 86 84 78 67 57

9 8 6 7 12 18 10 14 16 19 24 12 12 10 13 11 17 24 28

5 7 11 5 8 28 5 7 3 23 24 14 7 5 2 5 5 9 14

-1 0 -4 -1 -2 -2 0 2 1 3 -2 3 2 1 -1 0 -4 1 1

0 -4 -2 -1 0 1 2 1 2 0 1 2 0 0 0 -2 -1 3

significant change

% change

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. Long distance total excludes non-franchised train operating companies

2.1 National and sector-level results

-

7

2

Improved Unchanged Declined

2.1 National and sector-level results

Regional

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Overall sample size 4052 Overall satisfaction

Improvement/decline in % satisfied/good since Spring 2012

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

% change

3952

84

10

6

-2

-2

3898 2185 3737 3758 3767 3198 2959 2687 1819 3754 3444 3269 3374 3628 520

79 80 86 78 80 51 77 74 52 73 70 66 72 59 88

15 10 8 14 13 19 16 17 15 19 23 18 15 18 3

6 10 5 9 7 29 7 9 33 9 7 16 13 23 9

-2 -2 1 1 -1 -2 -1 1 -2 -2 -2 3 -4 -1 -2

0 1 2 5 4 1 1 6 0 1 -1 0 2

3931 3851 3899 3823 2180 3636 3816 3499 3009 3058 1743 3823 3844 3861 3670 3904 3306 3358 589

80 79 81 87 78 53 71 71 74 60 38 73 72 83 79 73 65 61 35

14 8 7 8 15 18 15 18 20 19 21 12 17 12 18 15 23 25 40

7 13 12 5 8 29 14 11 5 20 41 15 11 6 4 11 13 14 25

-1 0 -3 -2 2 -4 0 0 0 0 -4 -2 -2 -2 -2 -1 -6 1 -5

-1 -4 -1 0 0 0 1 -1 -1 -2 1 0 0 -2 1 2 -2 0

significant change

% change

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. National total excludes non-franchised train operating companies

2.1 National and sector-level results

-

8

3

Improved Unchanged Declined

3.1 Individual train company results

Overall satisfaction

% of passengers satisfied/good by sector: London and South East Long distance Regional

81 % 87 % 84 %

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Arriva Trains Wales c2c Chiltern Railways CrossCountry East Coast East Midland Trains First Capital Connect First Great Western First Hull Trains First TransPennine Express Grand Central1 Greater Anglia Heathrow Connect Heathrow Express London Midland London Overground Merseyrail Northern Rail ScotRail South West Trains Southeastern Southern Virgin Trains

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

% change

1201 1046 1079 1176 1210 1067 1731 2931 509 1167 601 2221 536 489 1127 1076 549 1086 1116 1957 1656 2062 1129

88 92 89 84 86 88 76 80 95 85 93 77 91 94 80 92 92 76 90 81 78 78 92

8 6 8 10 8 7 16 12 4 8 5 14 6 5 12 5 6 14 7 13 13 12 6

4 2 3 6 6 5 8 8 1 7 2 9 4 1 7 3 2 10 3 6 9 9 3

0 -1 -2 -1 -6 -2 -5 -3 0 -3 -3 -6 -3 1 -3 -1 0 -4 0 -5 -6 -3 -1

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change 0 1 -1 0 -2 1 -3 -2 2 -2 4 -3 4 -7 2 -3 -4 1 -3 -3 -2 1

significant change

-

1. Grand Central did not take part in the survey in Spring 2012

3.1 Individual train company results

9

3

Improved Unchanged Declined

3.2 Individual train company results

The value for money of the price of your ticket

% of passengers satisfied/good by sector: London and South East Long distance Regional

38 % 54 % 53 %

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Arriva Trains Wales c2c Chiltern Railways CrossCountry East Coast East Midland Trains First Capital Connect First Great Western First Hull Trains First TransPennine Express Grand Central1 Greater Anglia Heathrow Connect Heathrow Express London Midland London Overground Merseyrail Northern Rail ScotRail South West Trains Southeastern Southern Virgin Trains

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

% change

1154 978 1033 1139 1156 1034 1592 2806 488 1109 602 2079 488 494 1018 919 419 985 1078 1832 1501 1898 1071

54 46 45 49 56 48 32 48 62 55 75 35 54 40 51 48 65 54 49 33 31 36 61

18 22 25 18 20 20 24 20 17 18 12 20 21 22 19 22 16 17 20 23 20 22 16

29 32 30 33 25 32 44 32 21 27 13 44 26 37 30 30 19 29 32 44 49 42 23

-1 0 -4 -4 -2 0 -6 -5 2 -2 3 -2 2 0 -1 -9 -5 -4 -4 -4 -7 -6 1

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change -3 4 -3 1 0 -3 -2 0 6 -1 6 -2 7 -1 -1 -2 3 -3 -3 -1 -2 2

significant change

-

1. Grand Central did not take part in the survey in Spring 2012

3.2 Individual train company results

10

3

Improved Unchanged Declined

3.3 Individual train company results

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

% of passengers satisfied/good by sector: London and South East Long distance Regional

76 % 83 % 81 %

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Arriva Trains Wales c2c Chiltern Railways CrossCountry East Coast East Midland Trains First Capital Connect First Great Western First Hull Trains First TransPennine Express Grand Central1 Greater Anglia Heathrow Connect Heathrow Express London Midland London Overground Merseyrail Northern Rail ScotRail South West Trains Southeastern Southern Virgin Trains

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

% change

1191 1029 1067 1169 1194 1059 1707 2865 505 1155 609 2173 533 498 1115 1060 531 1067 1110 1928 1642 2028 1116

85 94 89 80 83 86 71 76 91 82 93 74 78 95 70 87 91 72 84 77 77 72 87

8 4 6 6 6 5 9 9 4 7 5 10 9 4 9 7 4 8 9 9 8 10 5

7 3 5 14 11 9 20 15 6 12 3 16 14 1 22 7 6 20 7 14 15 18 8

0 -3 -1 -2 -6 -2 -10 -2 -4 -7 -1 -9 -8 -1 -6 -1 -1 -5 -3 -9 -8 -5 -3

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change -2 1 3 -6 -4 -2 -5 -1 -2 -6 4 -14 2 -12 -1 -4 -6 -3 -5 -3 -6 -2

significant change

-

1. Grand Central did not take part in the survey in Spring 2012

3.3 Individual train company results

11

3

Improved Unchanged Declined

3.4 Individual train company results

Sufficient room for all the passengers to sit/stand

% of passengers satisfied/good by sector: London and South East Long distance Regional

65 % 74 % 73 %

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Arriva Trains Wales c2c Chiltern Railways CrossCountry East Coast East Midland Trains First Capital Connect First Great Western First Hull Trains First TransPennine Express Grand Central1 Greater Anglia Heathrow Connect Heathrow Express London Midland London Overground Merseyrail Northern Rail ScotRail South West Trains Southeastern Southern Virgin Trains

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

% change

1172 1008 1030 1143 1176 1038 1673 2855 508 1140 602 2150 527 501 1106 1057 523 1051 1077 1877 1599 2002 1104

73 64 75 70 79 74 59 68 91 65 91 63 83 95 66 72 79 66 80 63 64 64 83

14 15 11 14 13 12 17 13 5 11 7 18 9 3 12 12 14 13 10 16 14 14 10

14 21 13 17 8 13 24 19 4 24 2 19 8 2 22 16 7 21 10 21 22 22 6

-1 -1 1 4 -2 4 -2 3 -1 4 -2 -7 -3 7 -5 -4 -2 -5 2 -4 -4 -3 1

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change 2 0 0 -1 -1 0 -3 1 4 2 -3 -7 5 -8 -5 -3 0 4 -10 3 -2 4

significant change

-

1. Grand Central did not take part in the survey in Spring 2012

3.4 Individual train company results

12

3

Improved Unchanged Declined

3.5 Individual train company results

Overall satisfaction with the station

% of passengers satisfied/good by sector: London and South East Long distance Regional

75 % 81 % 79 %

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Arriva Trains Wales c2c Chiltern Railways CrossCountry East Coast East Midland Trains First Capital Connect First Great Western First Hull Trains First TransPennine Express Grand Central1 Greater Anglia Heathrow Connect Heathrow Express London Midland London Overground Merseyrail Northern Rail ScotRail South West Trains Southeastern Southern Virgin Trains

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

% change

1188 1024 1072 1171 1203 1058 1710 2897 516 1159 609 2203 531 500 1120 1061 529 1068 1113 1937 1643 2047 1120

78 84 84 76 87 82 75 76 89 86 87 75 77 89 73 79 86 76 81 74 73 73 79

15 12 12 17 10 10 17 16 9 10 8 20 14 9 17 16 10 17 14 19 17 18 15

7 4 4 7 4 7 8 7 2 4 4 5 9 2 10 5 4 7 5 7 9 9 6

0 -3 -2 -4 -1 -7 -4 -2 -3 0 -1 -4 -3 2 -2 -7 -2 -2 -4 -4 -2 -5 -1

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change -1 1 -3 -3 12 -3 0 0 7 0 4 -7 3 -4 -2 -1 2 -2 0 -2 -3

significant change

-

1. Grand Central did not take part in the survey in Spring 2012

3.5 Individual train company results

13

3

Improved Unchanged Declined

3.6 Individual train company results

How well train company dealt with delays

% of passengers satisfied/good by sector: London and South East Long distance Regional

36 % 57 % 35 %

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Arriva Trains Wales c2c Chiltern Railways CrossCountry East Coast East Midland Trains First Capital Connect First Great Western First Hull Trains First TransPennine Express Grand Central1 Greater Anglia Heathrow Connect Heathrow Express London Midland London Overground Merseyrail Northern Rail ScotRail South West Trains Southeastern Southern Virgin Trains

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

% change

138 81 83 325 395 159 415 714 71 311 103 377 60 16 258 88 61 205 185 423 257 471 304

38 62 46 51 62 58 28 44 63 53 73 28 34 70 32 35 41 29 43 45 31 30 64

44 27 38 34 26 21 45 35 22 29 16 41 31 22 35 39 40 39 40 34 33 39 26

18 11 15 14 12 21 27 21 15 19 11 31 35 8 33 26 19 33 16 21 35 31 10

-4 1 -4 0 -7 1 -5 -4 16 3 -4 -17 -8 2 -14 -7 -2 -10 3 -4 -9 -9 4

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change -2 20 8 -1 -1 7 -2 3 12 -3 0 -4 28 -17 -7 11 -5 5 8 0 -5 10

significant change

-

1. Grand Central did not take part in the survey in Spring 2012

3.6 Individual train company results

14

3

Improved Unchanged Declined

3.7 London and South East Operators

c2c

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1046

92

6

2

81

-1

1

1024 660 1010 995 990 893 836 845 381 1013 942 916 895 941 85

84 84 88 78 83 56 82 76 60 77 73 72 69 58 86

12 11 9 16 12 24 14 14 17 18 22 18 15 19 11

4 5 2 7 5 20 4 10 22 5 4 10 15 23 2

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-3 3 0 -2 1 -2 7 1 3 1 2 5 -3 -1 -6

1 6 2 3 5 1 6 4 5 2 4 5 -6

1043 1041 1029 1014 554 978 1016 957 330 784 473 1008 1014 1029 966 1036 940 567 81

90 87 94 94 85 46 92 84 42 50 58 64 81 87 77 90 86 23 62

8 4 4 4 11 22 5 12 42 22 26 15 12 9 18 8 11 34 27

2 9 3 2 5 32 2 5 16 28 16 21 6 5 5 2 3 42 11

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-2 1 -3 2 -2 0 1 2 9 1 2 -1 1 0 2 -2 -4 4 1

3 1 2 1 4 1 3 8 -1 -1 0 0 1 2 -1 -2 1 20

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

15

3

Improved Unchanged Declined

3.7 London and South East Operators

Chiltern Railways

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1104 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1079

89

8

3

81

-2

-1

1072 589 1050 1046 1054 946 785 813 391 1050 926 890 904 997 160

84 83 85 80 85 67 79 72 71 80 75 63 72 51 85

12 9 9 14 12 19 17 17 15 15 22 25 16 23 6

4 7 6 6 3 14 5 10 14 5 2 12 12 26 9

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-2 2 0 -3 -2 -1 0 -3 -1 -3 -4 -1 -8 -6 0

-3 1 -1 1 2 1 0 -6 5 -3 -2 -5 -4

1072 1069 1067 1057 526 1033 1059 964 373 806 378 1030 1049 1069 992 1073 899 585 83

88 77 89 88 76 45 84 75 57 55 54 75 80 87 85 84 81 34 46

10 8 6 7 16 25 12 18 34 25 26 11 13 10 14 11 16 35 38

3 15 5 5 7 30 3 7 9 19 19 13 7 3 1 5 3 31 15

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-2 -3 -1 -1 4 -4 -4 -2 1 1 2 1 -2 -1 -1 -2 -2 -2 -4

-3 3 0 1 -3 -2 1 -5 -7 2 0 -1 -2 0 -2 -3 -5 8

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

16

3

Improved Unchanged Declined

3.7 London and South East Operators

First Capital Connect

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1762 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1731

76

16

8

81

-5

-3

1710 904 1662 1661 1660 1379 1217 1324 498 1668 1509 1425 1420 1530 219

75 68 77 67 74 52 67 75 43 67 69 56 57 41 81

17 18 13 20 17 21 24 13 21 22 26 21 20 24 9

8 13 9 13 8 28 9 12 37 11 5 23 23 35 10

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-4 -2 -2 1 0 -3 -3 -5 -3 -4 -3 -4 -9 -4 -6

0 -1 -1 1 2 5 -3 -1 -3 1 3 0 -3

1723 1700 1707 1671 1014 1592 1691 1499 568 1299 613 1673 1668 1705 1571 1697 1466 1037 415

67 75 71 82 76 32 52 47 37 41 26 59 58 73 70 57 51 13 28

22 10 9 11 18 24 25 29 40 28 24 17 24 18 25 24 29 28 45

11 15 20 7 7 44 23 25 24 32 50 24 18 9 5 20 19 60 27

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-7 -4 -10 -5 -4 -6 -7 -3 -1 -4 -1 -2 -2 -3 -3 -8 -5 -3 -5

-3 -5 -2 0 -2 -9 -3 0 -6 -3 -3 -4 -3 -2 -8 -5 -4 -2

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

17

3

Improved Unchanged Declined

3.7 London and South East Operators

First Great Western

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

2996 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

2931

80

12

8

81

-3

-2

2897 1426 2800 2792 2808 2472 2125 1984 990 2806 2541 2416 2415 2661 541

76 76 83 69 73 57 75 70 54 66 69 63 63 49 90

16 13 10 19 17 20 18 17 18 22 25 21 18 21 3

7 11 7 12 9 23 7 13 28 13 6 16 19 30 6

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-2 2 0 1 0 -3 0 -3 -2 -2 -3 4 -6 0 2

0 1 2 4 3 4 0 -1 0 0 0 1 2

2924 2871 2865 2834 1579 2806 2846 2628 1737 2278 1317 2855 2843 2872 2687 2888 2372 2140 714

79 76 76 83 73 48 76 67 68 57 42 68 72 76 79 74 70 48 44

14 9 9 10 17 20 16 22 23 21 24 13 18 15 18 16 22 31 35

7 14 15 7 10 32 8 11 9 22 34 19 10 9 3 10 9 21 21

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-2 1 -2 -2 0 -5 -2 -1 1 4 -2 3 0 0 -1 -2 -3 1 -4

0 -1 -2 -1 0 -1 0 2 3 -2 1 0 -1 -2 -2 -4 -1 3

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

18

3

Improved Unchanged Declined

3.7 London and South East Operators

Greater Anglia

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

2267 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

2221

77

14

9

81

-6

4

2203 1176 2121 2120 2139 1883 1669 1726 776 2150 1976 1889 1787 1997 304

75 73 77 68 71 56 67 78 50 65 65 57 59 40 84

20 16 14 21 21 22 23 13 22 25 29 26 21 24 7

5 11 9 10 8 22 10 8 29 11 6 17 20 36 9

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-4 0 -3 -2 -4 -3 -1 -2 -1 -7 -4 2 -7 -5 1

4 4 3 2 3 7 2 3 2 2 1 4 6

2224 2197 2173 2144 1291 2079 2165 2011 1060 1695 1004 2150 2176 2192 2063 2207 1872 1494 377

70 76 74 81 73 35 53 60 49 49 34 63 58 78 68 57 50 26 28

19 8 10 12 19 20 23 25 33 25 21 18 24 15 26 22 29 27 41

11 16 16 7 9 44 24 15 18 25 45 19 18 7 6 21 21 48 31

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-3 -1 -9 -4 -6 -2 -4 -2 1 -4 0 -7 -4 -4 -5 -5 -8 0 -17

4 4 2 -2 6 -2 4 3 -3 3 -3 0 2 3 1 -3 -1 0

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

19

3

Improved Unchanged Declined

3.7 London and South East Operators

Heathrow Connect

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

560 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

536

91

6

4

81

-3

-3

531 340 516 518 522 440 414 459 184 522 486 461 437 478 63

77 71 74 70 73 58 69 74 26 64 71 57 63 52 88

14 13 13 19 19 20 20 15 22 24 22 22 21 21 4

9 16 13 11 8 22 11 11 53 12 7 21 16 27 7

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-3 -2 -2 -2 -4 6 -4 -7 -14 -5 1 -4 -4 0 12

-7 -11 -2 -6 -9 -1 -13 -7 -10 -11 -2 -14 -2

532 527 533 519 382 488 524 504 351 438 238 527 524 530 514 532 495 416 60

91 68 78 90 81 54 93 83 68 78 71 83 87 83 88 91 89 58 34

6 14 9 6 13 21 5 12 24 14 16 9 9 8 10 7 10 29 31

2 18 14 5 6 26 2 5 7 8 13 8 4 9 2 2 2 14 35

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-3 -3 -8 -3 -2 2 -2 -2 -6 -3 5 -3 -3 -3 1 -4 -2 -6 -8

-8 -14 -4 -5 -2 -1 -1 -13 2 11 -7 -5 -5 4 -2 -2 -5 -4

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

20

3

Improved Unchanged Declined

3.7 London and South East Operators

Heathrow Express

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

526 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

489

94

5

1

81

1

4

500 367 472 473 487 348 371 377 71 469 404 402 250 366 111

89 89 84 82 83 70 84 87 69 80 82 77 82 68 96

9 9 11 13 12 18 14 7 13 15 18 16 15 14 3

2 2 5 5 5 11 2 6 18 5 1 8 3 19 2

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

2 0 2 -2 1 4 6 6 -5 -1 -1 4 3 4 4

3 3 3 4 6 6 5 5 21 -1 2 7 6

483 494 498 489 309 494 500 472 420 488 156 501 496 496 474 498 461 436 16

95 93 95 97 85 40 94 87 87 92 79 95 94 95 93 93 94 76 70

5 4 4 2 12 22 3 11 13 6 14 3 6 4 7 5 6 20 22

0 2 1 1 4 37 2 2 1 2 7 2 1 1 0 1 0 4 8

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

2 -1 -1 0 1 0 5 4 1 8 6 7 5 1 3 -2 2 1 2

6 2 0 4 7 4 7 -1 4 16 5 4 0 2 0 1 1 28

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

21

3

Improved Unchanged Declined

3.7 London and South East Operators

London Midland

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1149 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1127

80

12

7

81

-3

-7

1120 588 1083 1087 1089 939 824 800 411 1081 1003 935 914 1016 142

73 72 80 66 71 54 70 71 45 61 66 55 63 45 81

17 14 12 21 18 21 21 14 17 24 26 23 19 18 6

10 14 7 13 11 25 10 14 38 15 8 22 18 36 13

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-2 -3 -5 -4 -4 0 -3 3 -12 -8 -5 -1 -8 -8 -7

-4 -6 -3 0 -1 6 -3 2 -11 -7 -2 -4 -5

1123 1104 1115 1099 549 1018 1097 1029 566 843 456 1106 1101 1118 1058 1123 944 784 258

80 76 70 84 72 51 80 70 59 54 53 66 75 80 75 76 77 41 32

12 9 9 10 20 19 12 17 31 20 23 12 15 12 21 15 18 30 35

8 16 22 6 9 30 8 13 11 25 24 22 10 8 4 9 5 29 33

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-3 -2 -6 0 -5 -1 -4 -6 -7 -1 1 -5 -4 -1 -4 -7 -6 -7 -14

-8 -12 -5 -6 -1 -4 -4 -4 -3 3 -8 -5 -6 -5 -6 -6 -4 -17

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

22

3

Improved Unchanged Declined

3.7 London and South East Operators

London Overground

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1111 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1076

92

5

3

81

-1

2

1061 575 1014 1015 1029 800 755 872 354 1030 959 881 941 978 98

79 70 81 77 80 43 69 77 33 71 69 63 60 45 83

16 16 11 15 13 22 23 15 24 20 26 22 19 24 6

5 14 7 8 7 35 8 8 43 9 6 15 21 31 10

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-7 -6 -1 -2 0 -2 1 0 1 -6 -4 1 -10 -12 -3

-2 -3 -1 0 2 8 4 1 -2 0 -1 3 -7

1064 1066 1060 1040 861 919 1044 996 510 826 340 1057 1038 1054 1015 1059 978 759 88

92 79 87 89 82 48 92 85 60 58 12 72 81 81 80 91 89 42 35

6 9 7 7 10 22 7 12 32 23 16 12 13 12 16 7 9 31 39

2 12 7 3 8 30 1 3 8 19 72 16 6 8 4 2 2 26 26

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

0 1 -1 1 -1 -9 -2 -1 3 -4 -4 -4 -4 -5 -3 -2 -3 0 -7

0 -1 1 -3 -1 -2 0 3 -6 -5 -5 -1 -3 1 -2 -1 5 -7

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

23

3

Improved Unchanged Declined

3.7 London and South East Operators

South West Trains

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

2004 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1957

81

13

6

81

-5

-3

1937 1004 1852 1856 1869 1641 1343 1412 726 1869 1709 1593 1650 1757 253

74 74 81 64 69 57 68 76 50 63 67 54 60 38 75

19 15 12 22 22 21 23 14 20 26 28 26 19 21 6

7 11 7 14 9 22 9 11 30 11 5 20 20 41 18

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-4 0 -3 -3 -2 -1 1 -2 -5 -4 -1 2 -5 -3 -8

0 4 -2 7 6 10 -1 2 0 1 -1 0 -7

1965 1917 1928 1892 1116 1832 1885 1753 1273 1501 821 1877 1884 1923 1821 1937 1618 1517 423

79 73 77 81 74 33 78 73 70 53 30 63 72 77 80 74 75 51 45

16 10 9 11 17 23 14 19 24 24 24 16 19 15 18 17 20 34 34

6 17 14 8 9 44 8 8 6 23 46 21 10 8 2 10 5 15 21

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-4 -4 -9 -1 1 -4 -1 -1 -1 -2 -6 -4 -4 -2 -1 -3 -4 -2 -4

-5 -5 -2 -2 -3 -4 -2 2 -6 -9 -10 -4 -5 -1 -5 -2 -4 8

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

24

3

Improved Unchanged Declined

3.7 London and South East Operators

Southeastern

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1687 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1656

78

13

9

81

-6

-3

1643 836 1590 1577 1596 1419 1244 1288 482 1585 1472 1432 1327 1496 178

73 71 77 65 70 51 65 76 46 64 64 57 59 42 79

17 16 13 21 17 21 23 14 15 21 28 23 20 19 7

9 13 11 14 12 28 12 10 39 15 7 20 21 40 14

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-2 2 -2 -3 -3 -6 -3 0 2 -1 -2 -1 -8 -1 -4

0 2 0 1 1 1 -1 3 5 -1 3 0 3

1661 1647 1642 1611 859 1501 1604 1513 796 1240 659 1599 1607 1622 1525 1639 1431 1117 257

75 75 77 80 73 31 70 69 56 47 34 64 67 78 69 68 65 34 31

17 9 8 11 18 20 17 18 28 23 19 14 18 14 24 19 25 26 33

8 16 15 9 9 49 13 13 16 30 47 22 14 8 7 13 10 40 35

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-5 -2 -8 -6 -4 -7 -5 -2 2 -1 4 -4 -4 -3 -4 -5 -6 1 -9

-1 -3 1 1 -1 -2 1 0 -1 6 3 0 0 -1 -3 -3 0 0

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

25

3

Improved Unchanged Declined

3.7 London and South East Operators

Southern

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

2113 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

2062

78

12

9

81

-3

-2

2047 1026 1982 1962 1957 1645 1516 1523 486 1978 1802 1704 1538 1748 364

73 70 76 62 69 53 67 75 40 61 66 58 60 39 76

18 16 13 23 21 23 23 15 17 25 28 25 21 19 8

9 14 11 15 10 25 10 10 43 14 6 17 18 42 16

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-5 0 -4 -6 -6 -4 -5 -5 -1 -7 -4 -2 -9 -1 -6

-2 1 -2 -3 0 5 -2 3 0 -3 1 0 -4

2069 2048 2028 1998 1200 1898 2009 1856 927 1570 719 2002 2005 2027 1888 2040 1719 1360 471

75 70 72 80 74 36 69 73 54 43 35 64 67 74 74 70 66 33 30

17 12 10 11 17 22 18 18 31 25 24 14 20 16 21 17 25 31 39

8 19 18 8 9 42 14 10 15 32 42 22 13 10 5 13 9 35 31

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-5 -5 -5 -4 -3 -6 -3 -2 -3 -3 -2 -3 -3 -2 -2 -4 -4 -2 -9

-5 -6 -3 -2 -2 2 1 1 -4 5 -2 -2 0 2 0 -3 -3 -5

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.7 London and South East Operators

-

26

3

Improved Unchanged Declined

3.8 Long Distance Operators

CrossCountry

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1200 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1176

84

10

6

87

-1

0

1171 473 1138 1118 1138 998 855 706 395 1127 1018 979 984 1070 253

76 85 85 67 74 63 77 73 60 65 74 64 66 53 90

17 9 9 19 17 19 18 16 17 21 23 25 19 19 5

7 6 6 13 9 19 5 10 23 14 3 11 16 28 5

81 83 87 75 79 68 78 78 57 73 76 66 69 50 89

-4 0 1 -3 -1 -5 -2 0 2 -5 -3 -4 -9 0 1

-3 7 2 1 0 2 -2 0 2 -4 2 -3 -2

1175 1124 1169 1152 643 1139 1138 1075 839 912 515 1143 1141 1161 1102 1167 953 963 325

81 80 80 86 77 49 80 76 77 55 48 70 77 83 84 78 74 63 51

14 12 6 8 14 18 14 16 20 21 26 14 15 12 14 14 21 29 34

5 8 14 6 9 33 6 8 3 24 26 17 8 5 2 8 5 9 14

86 85 83 89 80 54 85 80 81 58 52 74 81 85 86 84 78 67 57

-1 1 -2 1 -1 -4 -2 3 -2 5 0 4 2 3 1 -1 -6 -1 0

-1 -6 -1 -1 1 0 -1 -1 0 0 -1 0 0 -1 -1 -5 -4 -1

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.8 Long Distance Operators

27

3

Improved Unchanged Declined

3.8 Long Distance Operators

East Coast

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1234 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1210

86

8

6

87

-6

-2

1203 330 1185 1167 1188 1048 809 827 351 1171 1052 947 944 1084 215

87 87 90 82 86 76 80 81 51 80 78 69 70 43 87

10 8 5 12 11 14 16 12 23 14 20 21 17 23 6

4 5 5 5 3 10 4 7 26 6 2 10 12 34 6

81 83 87 75 79 68 78 78 57 73 76 66 69 50 89

-1 1 -1 -1 -2 -3 -3 -4 -6 -2 -2 -4 -6 -5 -1

12 3 3 18 14 18 4 1 2 16 8 2 2

1212 1169 1194 1174 633 1156 1190 1139 962 1030 807 1176 1189 1190 1138 1201 973 1041 395

87 90 83 88 77 56 81 80 84 63 50 79 80 82 86 85 72 71 62

9 7 6 6 14 20 13 14 14 19 25 13 13 13 13 10 21 21 26

4 4 11 6 9 25 7 6 3 18 25 8 7 5 1 4 7 8 12

86 85 83 89 80 54 85 80 81 58 52 74 81 85 86 84 78 67 57

-2 -1 -6 -4 -7 -2 -1 -1 -1 -3 -4 -2 -1 -2 -3 0 -5 -1 -7

0 -4 -2 -2 0 2 2 2 0 -2 -1 1 -1 1 3 -4 -1 -1

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.8 Long Distance Operators

28

3

Improved Unchanged Declined

3.8 Long Distance Operators

East Midlands Trains

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1088 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1067

88

7

5

87

-2

1

1058 451 1025 1024 1038 931 752 760 353 1046 933 898 900 982 180

82 77 83 76 80 65 78 74 67 74 72 64 67 50 85

10 14 11 17 14 18 16 13 16 17 24 21 17 22 5

7 9 6 7 6 17 7 12 17 9 4 16 16 28 9

81 83 87 75 79 68 78 78 57 73 76 66 69 50 89

-7 -10 -2 -6 -6 -5 -4 -2 -3 -8 -6 -8 -12 -5 -5

-3 -4 0 -4 -2 0 -1 2 -1 -5 -4 -5 -4

1066 1046 1059 1043 560 1034 1055 967 840 845 518 1038 1037 1051 1008 1057 865 906 159

86 81 86 86 78 48 84 72 80 53 43 74 81 84 84 83 71 64 58

8 9 5 8 13 20 10 18 15 21 26 12 12 10 15 10 18 26 21

6 10 9 6 9 32 6 10 5 26 31 13 6 6 1 7 11 10 21

86 85 83 89 80 54 85 80 81 58 52 74 81 85 86 84 78 67 57

-1 -3 -2 -3 -2 0 -1 -1 2 -2 -11 4 0 0 -2 -1 -5 2 1

0 -2 -3 -1 -3 -1 1 0 -3 -7 0 0 -1 -2 -1 -3 -3 7

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.8 Long Distance Operators

29

3

Improved Unchanged Declined

3.8 Long Distance Operators

First Hull Trains

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

543 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

509

95

4

1

87

0

2

516 173 499 493 494 441 328 360 224 495 444 403 420 450 93

89 88 91 90 90 74 79 86 67 84 81 70 79 57 89

9 8 6 7 7 15 17 6 12 13 18 21 10 19 0

2 3 4 3 2 11 4 8 21 3 1 9 11 25 10

81 83 87 75 79 68 78 78 57 73 76 66 69 50 89

-3 2 3 2 -1 -2 -2 3 -2 -4 2 1 -5 0 -1

7 8 6 14 13 16 3 5 -3 10 8 6 -2

514 474 505 493 256 488 508 482 483 471 355 508 508 511 492 510 440 473 71

92 80 91 92 79 62 92 90 94 72 62 91 89 92 91 93 88 86 63

7 11 4 5 16 17 6 8 6 12 22 5 7 6 8 6 10 13 22

1 9 6 3 5 21 2 2 1 16 16 4 3 1 1 1 2 1 15

86 85 83 89 80 54 85 80 81 58 52 74 81 85 86 84 78 67 57

-5 1 -4 -1 -4 2 -1 3 1 0 -3 -1 -2 1 0 -3 -2 -1 16

3 -2 0 1 6 2 2 2 0 -2 4 4 1 3 2 0 -3 12

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.8 Long Distance Operators

30

3

Improved Unchanged Declined

3.8 Long Distance Operators

First TransPennine Express

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1190 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1167

85

8

7

87

-3

-2

1159 571 1132 1122 1132 1019 842 773 392 1122 1008 960 978 1060 187

86 84 88 82 86 75 81 76 55 79 80 72 75 58 91

10 11 7 13 11 14 15 15 21 17 17 19 15 21 3

4 6 5 5 4 12 5 9 24 4 2 9 10 22 5

81 83 87 75 79 68 78 78 57 73 76 66 69 50 89

0 -4 -3 3 3 1 1 -4 -3 1 0 3 -3 -1 2

0 -4 0 -1 1 7 3 3 -7 -2 3 3 3

1162 1126 1155 1130 645 1109 1143 1081 885 937 484 1140 1115 1143 1097 1156 977 1012 311

86 84 82 89 80 55 90 82 82 58 53 65 83 82 86 86 82 69 53

9 7 7 6 12 18 7 12 15 15 24 11 11 11 12 10 15 21 29

6 8 12 5 8 27 3 6 3 27 23 24 6 7 2 4 3 10 19

86 85 83 89 80 54 85 80 81 58 52 74 81 85 86 84 78 67 57

-2 3 -7 1 -1 -2 1 2 1 6 -4 4 3 1 2 -1 -3 3 3

-2 -6 -2 -1 -1 2 2 0 8 -4 2 4 -1 0 -1 0 2 -3

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.8 Long Distance Operators

31

3

Improved Unchanged Declined

3.8 Long Distance Operators

Grand Central2

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

639 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

significant change

601

93

5

2

87

-3

-

-

609 265 590 591 595 525 385 448 257 583 524 466 499 544 94

87 87 90 86 87 69 80 82 56 81 77 68 75 51 89

8 6 5 9 8 13 14 9 15 13 19 20 15 19 6

4 7 5 5 4 18 6 9 29 6 5 12 10 30 5

81 83 87 75 79 68 78 78 57 73 76 66 69 50 89

-1 4 1 -1 -1 -6 5 -4 1 -2 -1 7 -5 -3 1

-

-

608 602 609 586 322 602 608 560 559 557 450 602 601 593 587 606 533 570 103

91 77 93 89 83 75 78 84 91 77 55 91 89 90 92 85 80 85 73

7 12 5 7 13 12 12 14 7 13 20 7 7 8 7 11 16 13 16

2 11 3 4 5 13 10 2 2 10 24 2 4 2 1 4 4 2 11

86 85 83 89 80 54 85 80 81 58 52 74 81 85 86 84 78 67 57

-3 3 -1 -2 1 3 -6 -2 -1 -3 -9 -2 -1 0 1 -4 -6 2 -4

-

-

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. Grand Central did not take part in the survey in Spring 2012

3.8 Long Distance Operators

32

3

Improved Unchanged Declined

3.8 Long Distance Operators

Virgin Trains

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1152 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1129

92

6

3

87

-1

1

1120 315 1108 1084 1092 984 717 763 310 1095 996 839 782 1004 182

79 83 87 72 75 67 77 84 51 70 74 63 69 43 88

15 13 9 17 16 19 18 9 19 18 24 25 17 16 7

6 4 4 11 9 14 5 7 30 12 2 12 14 41 5

81 83 87 75 79 68 78 78 57 73 76 66 69 50 89

-1 -4 0 1 -2 -4 1 -3 -4 0 -1 1 -6 -1 -2

-3 0 0 1 1 5 4 2 -7 -1 2 3 1

1128 1087 1116 1108 594 1071 1121 1064 823 979 722 1104 1111 1118 1074 1120 911 925 304

93 90 87 93 87 61 91 88 84 62 60 83 86 91 89 90 87 71 64

5 6 5 4 8 16 6 9 15 18 20 10 9 7 10 7 10 21 26

2 4 8 3 5 23 2 3 1 20 20 6 6 2 1 3 3 8 10

86 85 83 89 80 54 85 80 81 58 52 74 81 85 86 84 78 67 57

1 -1 -3 -1 0 1 3 4 3 3 4 1 2 2 -1 1 0 3 4

1 -2 -1 -1 2 2 6 3 5 7 4 4 1 0 1 1 1 10

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.8 Long Distance Operators

33

3

Improved Unchanged Declined

3.9 Regional Operators

Arriva Trains Wales

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1248 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1201

88

8

4

84

0

0

1188 655 1133 1141 1125 964 873 744 634 1126 1032 980 1060 1093 198

78 78 83 69 70 51 76 66 62 68 70 65 70 54 92

15 13 11 19 20 21 16 19 18 21 23 19 17 19 2

7 9 6 12 11 29 8 15 20 10 7 16 13 27 6

79 80 86 78 80 51 77 74 52 73 70 66 72 59 88

0 -3 2 3 1 1 -1 -4 -7 2 4 5 -2 -1 6

-1 2 2 3 1 3 2 -1 -1 2 3 8 3

1191 1146 1191 1145 766 1154 1167 1064 1040 1025 686 1172 1168 1169 1114 1192 1005 1097 138

84 78 85 83 82 54 79 66 82 63 55 73 78 85 86 78 70 73 38

12 10 8 11 12 18 13 23 15 18 22 14 14 11 12 14 22 20 44

4 12 7 6 6 29 8 11 3 18 24 14 8 4 2 8 9 7 18

80 79 81 87 78 53 71 71 74 60 38 73 72 83 79 73 65 61 35

-2 1 0 -2 2 -1 0 0 -1 -3 4 -1 2 1 4 -2 -4 3 -4

0 -2 -1 5 -3 3 0 1 4 6 2 1 3 3 1 1 2 -2

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.9 Regional Operators

34

3

Improved Unchanged Declined

3.9 Regional Operators

Merseyrail

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

557 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

549

92

6

2

84

0

-3

529 270 487 503 518 404 434 393 253 509 473 450 419 495 40

86 89 91 85 84 57 87 83 61 79 76 81 78 69 93

10 5 5 7 12 19 9 14 11 16 18 11 15 16 0

4 6 4 7 4 24 5 3 28 5 6 8 7 16 7

79 80 86 78 80 51 77 74 52 73 70 66 72 59 88

-2 1 3 5 -2 -4 -1 1 -3 -4 -5 -1 -6 1 5

-1 0 1 10 7 5 5 10 11 2 0 1 13

539 542 531 524 293 419 520 498 284 393 142 523 528 529 505 533 475 378 61

90 93 91 97 92 65 81 87 67 61 17 79 81 90 78 81 70 50 41

7 3 4 2 6 16 13 10 30 19 8 14 14 7 18 11 22 29 40

3 4 6 1 2 19 6 3 4 20 75 7 5 3 4 9 8 20 19

80 79 81 87 78 53 71 71 74 60 38 73 72 83 79 73 65 61 35

1 -1 -1 2 3 -5 0 -3 3 2 -4 -2 0 -1 -5 0 -1 5 -2

-4 -4 1 3 -2 -2 1 0 1 6 -3 0 -1 -2 1 3 2 11

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.9 Regional Operators

35

3

Improved Unchanged Declined

3.9 Regional Operators

Northern Rail

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1106 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1086

76

14

10

84

-4

-4

1068 595 1033 1040 1047 895 801 772 437 1041 954 907 956 991 129

76 77 84 76 78 52 72 71 55 70 66 58 69 54 84

17 13 9 14 14 16 19 20 20 20 26 21 14 19 3

7 11 7 10 9 32 9 9 25 10 9 22 16 27 13

79 80 86 78 80 51 77 74 52 73 70 66 72 59 88

-2 -1 1 0 -2 0 -3 -3 -2 -3 -5 0 -1 -1 -6

2 2 4 5 6 3 1 6 2 3 -1 -3 0

1086 1061 1067 1053 553 985 1042 933 824 804 438 1051 1056 1062 995 1070 920 934 205

69 69 72 81 72 54 55 59 73 56 31 66 62 77 73 60 49 55 29

19 11 8 12 15 17 19 22 19 19 23 13 21 16 23 21 30 28 39

12 21 20 6 13 29 26 18 8 25 46 21 17 7 4 18 21 17 33

80 79 81 87 78 53 71 71 74 60 38 73 72 83 79 73 65 61 35

-2 -4 -5 -4 -1 -4 -1 -1 2 -1 -8 -5 -3 -4 -6 -3 -12 -3 -10

-1 -6 -3 -1 3 2 4 2 -1 -3 0 2 0 -3 3 2 -5 -5

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.9 Regional Operators

36

3

Improved Unchanged Declined

3.9 Regional Operators

ScotRail

Improvement/decline in % satisfied/good since Autumn 2012

Spring 2013

1141 Overall sample size 1059 Overall satisfaction

sample size

% satisfied or good

% neither/ nor

% dissatisfied or poor

TOC type % satisfied or good

% change

significant change

Improvement/decline in % satisfied/good since Spring 2012

% change

1116

90

7

3

84

0

1

1113 665 1084 1074 1077 935 851 778 495 1078 985 932 939 1049 153

81 80 88 79 83 48 77 76 40 74 73 70 74 60 88

14 8 8 14 11 24 17 13 12 18 23 19 15 18 7

5 12 4 7 6 28 6 11 49 8 4 12 11 22 5

79 80 86 78 80 51 77 74 52 73 70 66 72 59 88

-4 -3 -2 -1 2 -5 1 9 2 -2 2 7 -8 -1 -3

-2 0 1 2 1 -4 -1 6 -7 -1 -2 3 -1

1115 1102 1110 1101 568 1078 1087 1004 861 836 477 1077 1092 1101 1056 1109 906 949 185

87 84 84 89 75 49 83 77 76 65 46 80 78 85 83 84 80 69 43

11 8 9 6 21 20 12 16 20 20 23 10 14 9 14 11 15 22 40

3 8 7 5 5 32 5 7 4 15 31 10 7 6 3 5 6 9 16

80 79 81 87 78 53 71 71 74 60 38 73 72 83 79 73 65 61 35

-1 4 -3 -2 5 -4 2 3 -3 0 -3 2 -4 -2 3 1 -1 4 3

1 -3 0 -4 -3 0 -3 -5 -4 -6 4 -1 -2 -4 0 2 -3 5

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3.9 Regional Operators

37

4

Improved Unchanged Declined

4.1 National and sector-level results

Improvement/ decline in % satisfied/good since Autumn 2012

National Total - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

25600

25905

24663

29057

27556

30096

27960

28832

28917

27168

83

81

83

83

84

84

84

83

85

82

-3

-1

71 79 64 70 50 70 73 44 65 63 58 84

72 78 63 69 50 69 73 44 64 63 58 82

71 80 66 71 51 70 74 45 66 64 59 83

72 79 64 69 51 70 74 48 64 65 58 84

76 72 81 66 72 51 72 74 49 67 65 59 85

76 73 79 65 71 50 70 73 49 66 66 58 84

78 74 81 67 72 51 71 73 51 68 67 59 86

77 73 81 67 71 50 71 73 49 67 68 60 83

80 75 83 72 76 57 72 77 51 71 71 60 70 49 86

76 75 81 70 74 55 71 75 49 67 68 60 63 46 83

-4 -1 -2 -2 -2 -3 -1 -1 -2 -4 -3 0 -7 -3 -3

0 1 0 2 3 5 0 2 0 0 1 1 -1

76 81 84 73 46 73 67 60 50 36 64 69 78 72 72 70 40 37

75 80 83 73 40 72 66 60 50 36 66 69 78 72 71 68 41 35

77 83 84 74 45 72 68 62 51 38 67 70 79 73 72 71 43 36

77 82 85 75 48 72 68 64 53 38 68 70 80 75 71 66 46 35

77 82 85 76 49 74 70 65 54 38 68 72 80 76 73 71 46 40

78 80 85 77 44 73 69 64 53 36 67 70 80 76 73 67 45 36

78 81 85 76 46 75 70 64 54 38 68 72 81 77 75 73 46 38

78 81 85 77 42 75 70 64 55 37 69 72 80 77 75 71 47 37

82 78 83 86 78 47 76 72 65 54 39 69 73 81 79 76 74 46 44

79 77 78 84 76 42 73 71 65 53 37 67 71 79 77 73 69 45 38

-3 -2 -6 -2 -2 -5 -2 -1 0 -1 -2 -2 -2 -2 -2 -3 -5 0 -6

-2 -3 -1 -1 0 -1 0 1 -2 0 -2 -1 -1 0 -2 -2 -1 1

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. National total excludes non-franchised train operating companies

4.1 National and sector-level results

-

38

4

Improved Unchanged Declined

4.1 National and sector-level results

Improvement/ decline in % satisfied/good since Autumn 2012

London and South East - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

16503

17000

15989

17474

17506

19126

17398

18592

18281

17252

82

80

82

82

83

83

83

82

85

81

-4

-1

67 78 62 68 49 67 74 40 63 61 56 83

69 76 60 67 48 67 74 41 62 60 56 81

68 78 63 69 49 68 75 43 64 62 56 82

70 77 61 67 49 68 75 46 62 63 56 82

75 70 80 63 70 50 69 74 47 65 64 57 84

75 71 78 63 69 48 69 74 47 64 65 56 83

77 72 80 65 71 49 69 74 49 67 66 57 85

75 71 80 66 70 48 69 74 46 66 66 57 82

79 73 82 70 75 56 70 77 49 69 70 58 68 45 84

75 73 79 67 72 54 69 75 47 65 67 58 61 42 80

-4 0 -2 -3 -3 -3 -1 -2 -2 -4 -3 0 -7 -3 -4

0 1 -1 2 2 5 0 2 0 0 1 1 -2

74 80 83 72 41 72 66 52 48 34 62 67 76 69 71 70 31 35

74 79 82 72 35 71 65 51 48 33 63 67 76 69 70 68 32 32

75 82 83 73 40 71 66 54 49 34 65 68 78 71 71 71 34 33

75 80 83 74 43 71 66 56 51 34 66 68 78 72 70 67 37 32

76 81 84 75 44 74 69 58 52 35 67 71 79 74 72 72 38 37

76 79 84 76 39 73 68 57 52 34 66 70 79 74 72 69 37 34

77 80 83 75 42 75 69 57 52 35 67 71 80 75 75 74 39 36

77 79 83 77 38 74 70 57 53 35 68 71 79 75 74 72 39 35

81 77 83 85 77 43 76 71 59 52 36 68 72 80 77 75 74 38 43

77 75 76 82 75 38 72 69 59 50 34 65 69 77 75 71 69 37 36

-4 -2 -6 -3 -2 -5 -3 -2 0 -2 -2 -3 -3 -2 -2 -4 -5 -1 -7

-2 -3 -1 -1 0 -2 0 1 -3 0 -3 -2 -2 0 -3 -3 -2 1

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. London and South East total excludes non-franchised train operating companies

4.1 National and sector-level results

-

39

4

Improved Unchanged Declined

4.1 National and sector-level results

Improvement/ decline in % satisfied/good since Autumn 2012

Long Distance - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

5690

5394

5248

7189

6700

6970

5700

5922

6224

5864

84

85

87

87

87

87

86

88

89

87

-2

-1

82 85 71 76 62 76 74 52 71 70 65 86

80 86 71 76 63 76 75 52 73 72 65 87

80 85 73 78 65 76 74 53 74 72 66 88

80 86 72 76 64 76 76 55 73 72 65 89

82 82 86 73 77 63 79 77 57 74 74 67 88

81 79 86 73 77 64 76 76 56 73 73 65 87

81 84 86 73 77 65 77 74 62 74 74 66 87

81 82 86 73 77 62 77 76 60 73 74 66 89

84 86 88 76 80 71 80 80 60 76 78 68 76 52 89

81 83 87 75 79 68 78 78 57 73 76 66 69 50 89

-3 -3 -1 -1 -1 -3 -1 -2 -3 -3 -2 -2 -7 -2 -1

0 1 1 2 2 6 1 2 -3 -1 2 0 0

80 81 84 75 54 82 74 76 49 49 66 76 80 82 81 77 61 48

82 84 88 75 52 82 76 75 51 52 72 78 81 82 82 77 64 50

82 87 88 77 57 82 75 77 51 52 71 78 82 83 81 79 64 46

85 87 89 79 58 84 77 78 52 51 70 77 83 85 82 76 66 52

84 85 89 80 59 84 77 78 51 52 70 79 83 84 82 80 67 52

84 87 89 80 56 83 77 79 55 51 71 78 83 85 82 76 66 51

84 83 88 79 56 84 76 79 53 52 70 79 82 84 82 79 66 50

85 87 90 81 54 84 78 80 56 52 73 79 85 86 84 79 68 55

87 85 87 89 82 55 85 78 80 56 54 71 80 83 86 84 81 66 56

86 85 83 89 80 54 85 80 81 58 52 74 81 85 86 84 78 67 57

-1 0 -4 -1 -2 -2 0 2 1 3 -2 3 2 1 -1 0 -4 1 1

0 -4 -2 -1 0 1 2 1 2 0 1 2 0 0 0 -2 -1 3

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. Long distance total excludes non-franchised train operating companies

4.1 National and sector-level results

-

40

4

Improved Unchanged Declined

4.1 National and sector-level results

Improvement/ decline in % satisfied/good since Autumn 2012

Regional - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

3407

3511

3426

4394

3350

4000

4862

4318

4412

4052

86

86

87

88

86

86

87

86

86

84

-2

-2

80 80 70 72 51 75 68 50 69 66 63 86

80 81 72 74 50 75 68 50 70 68 63 86

79 84 73 76 51 75 70 51 72 69 66 84

79 83 71 74 52 74 69 50 69 67 62 84

78 78 83 74 77 50 77 69 51 71 66 63 87

77 77 81 71 74 49 75 67 53 69 67 63 87

80 80 83 71 76 51 76 70 55 71 68 63 90

80 79 84 73 76 50 75 68 52 71 71 66 86

82 82 86 77 80 54 78 73 54 75 72 64 76 59 90

79 80 86 78 80 51 77 74 52 73 70 66 72 59 88

-2 -2 1 1 -1 -2 -1 1 -2 -2 -2 3 -4 -1 -2

0 1 2 5 4 1 1 6 0 1 -1 0 2

80 85 88 74 63 71 69 72 58 39 72 71 83 78 71 67 59 36

79 85 88 74 55 69 69 72 59 38 73 71 83 79 70 64 59 36

81 86 90 77 59 71 71 75 58 40 73 74 84 78 73 69 60 41

82 87 90 77 62 69 70 75 61 41 75 72 84 79 71 60 63 38

79 84 89 79 63 71 69 75 61 39 72 72 82 78 72 66 62 44

80 82 88 79 58 68 69 76 59 36 69 69 82 79 70 58 62 37

81 86 90 80 61 71 69 75 60 42 72 72 83 81 73 69 61 41

80 85 88 78 54 70 70 75 62 39 73 72 83 81 72 62 63 35

81 79 84 89 76 57 71 71 75 61 42 75 74 85 80 74 70 60 40

80 79 81 87 78 53 71 71 74 60 38 73 72 83 79 73 65 61 35

-1 0 -3 -2 2 -4 0 0 0 0 -4 -2 -2 -2 -2 -1 -6 1 -5

-1 -4 -1 0 0 0 1 -1 -1 -2 1 0 0 -2 1 2 -2 0

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. Regional total excludes non-franchised train operating companies

4.1 National and sector-level results

-

41

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

c2c - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1009

1054

1054

1058

1084

1199

1031

1114

1171

1059

90

91

90

91

91

91

91

91

93

92

-1

1

68 82 69 75 46 71 65 43 66 60 62 85

77 85 70 77 44 75 69 42 69 61 63 88

74 83 67 76 50 73 70 45 68 59 65 75

75 85 69 76 51 75 70 49 67 62 64 89

80 76 86 73 80 52 77 70 55 72 65 66 79

83 77 87 71 78 53 74 72 53 72 65 66 83

86 77 87 72 77 55 75 70 52 74 66 66 89

83 77 86 75 78 55 76 73 55 75 70 67 92

87 80 89 80 82 58 75 75 58 76 71 67 72 58 92

84 84 88 78 83 56 82 76 60 77 73 72 69 58 86

-3 3 0 -2 1 -2 7 1 3 1 2 5 -3 -1 -6

1 6 2 3 5 1 6 4 5 2 4 5 -6

82 92 89 75 47 88 74 34 46 43 61 77 83 68 87 84 17 45

86 90 90 78 40 88 73 29 47 47 62 78 82 67 89 85 16 53

85 94 89 75 43 89 76 37 47 52 62 79 84 69 89 86 19 42

85 94 91 83 46 90 80 31 50 52 65 80 84 72 91 87 19 51

85 94 91 81 48 93 80 33 51 49 66 82 85 75 91 88 18 49

86 92 93 78 43 90 80 37 48 55 61 79 84 72 89 86 22 50

84 92 90 79 43 92 83 33 50 53 65 80 85 74 91 90 20 40

83 92 92 84 42 91 80 34 52 59 64 81 85 75 91 88 22 42

92 86 96 92 87 46 92 81 34 49 56 66 80 87 76 93 89 19 62

90 87 94 94 85 46 92 84 42 50 58 64 81 87 77 90 86 23 62

-2 1 -3 2 -2 0 1 2 9 1 2 -1 1 0 2 -2 -4 4 1

3 1 2 1 4 1 3 8 -1 -1 0 0 1 2 -1 -2 1 20

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

42

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Chiltern Railways - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1109

1064

1072

1062

1230

1205

1139

1192

1199

1104

90

90

91

91

90

88

88

90

91

89

-2

-1

84 84 81 83 67 76 70 67 82 75 65 85

80 86 82 84 68 78 71 68 82 74 63 83

81 84 81 83 64 79 74 69 83 76 63 87

82 86 76 80 60 79 72 72 79 75 61 87

85 81 85 78 83 65 75 74 69 80 74 64 87

85 81 83 77 81 62 78 74 67 78 76 65 86

90 84 83 84 88 69 77 74 69 85 79 67 89

88 82 86 79 83 66 78 78 65 83 77 68 89

87 81 85 83 86 68 79 75 72 83 79 64 79 57 85

84 83 85 80 85 67 79 72 71 80 75 63 72 51 85

-2 2 0 -3 -2 -1 0 -3 -1 -3 -4 -1 -8 -6 0

-3 1 -1 1 2 1 0 -6 5 -3 -2 -5 -4

84 91 87 74 54 86 74 53 50 46 72 78 90 84 85 84 27 48

84 92 90 76 46 80 74 52 52 47 72 75 88 81 81 80 28 37

83 92 89 72 50 84 74 52 57 51 77 80 92 86 85 84 30 52

85 93 88 77 54 81 74 55 55 48 73 78 90 83 81 76 33 35

85 91 85 72 55 83 73 60 56 54 77 79 91 85 84 82 37 52

82 88 83 70 48 85 73 58 56 55 74 77 88 82 85 79 38 46

80 82 87 76 51 89 77 62 60 51 77 82 89 86 87 85 39 39

80 86 87 75 48 87 75 62 62 53 75 80 89 85 86 83 39 38

89 80 90 88 72 50 89 77 56 55 53 74 81 88 86 86 83 35 51

88 77 89 88 76 45 84 75 57 55 54 75 80 87 85 84 81 34 46

-2 -3 -1 -1 4 -4 -4 -2 1 1 2 1 -2 -1 -1 -2 -2 -2 -4

-3 3 0 1 -3 -2 1 -5 -7 2 0 -1 -2 0 -2 -3 -5 8

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

43

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

First Capital Connect - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1599

1661

1554

1636

1618

1816

1880

2000

1791

1762

78

76

75

76

76

78

80

79

81

76

-5

-3

66 75 61 66 46 65 69 39 59 61 55 88

68 71 60 67 44 65 70 40 58 61 55 86

69 75 61 69 46 66 71 42 61 61 56 81

66 70 58 66 41 66 72 43 57 61 53 76

70 69 73 57 66 45 64 70 45 61 61 54 87

69 66 73 60 68 43 67 70 46 57 59 49 79

76 68 77 63 70 50 66 73 45 64 65 55 85

75 70 78 67 72 47 71 76 45 65 66 56 83

79 71 80 66 75 54 71 79 45 71 72 60 66 44 86

75 68 77 67 74 52 67 75 43 67 69 56 57 41 81

-4 -2 -2 1 0 -3 -3 -5 -3 -4 -3 -4 -9 -4 -6

0 -1 -1 1 2 5 -3 -1 -3 1 3 0 -3

77 78 83 75 36 61 49 32 42 26 57 58 71 64 64 60 15 31

74 72 82 74 31 63 50 29 45 24 60 63 74 65 67 62 11 35

73 75 83 76 35 61 50 29 41 24 61 61 77 68 64 61 15 32

70 73 82 72 38 62 51 36 43 26 60 58 74 65 61 56 12 24

75 71 82 75 38 61 46 35 44 23 60 60 75 67 62 56 13 34

74 74 84 75 32 60 47 31 47 26 59 62 75 68 64 53 12 25

76 77 83 76 38 63 47 32 44 25 60 62 74 68 65 60 14 33

79 76 84 76 34 62 50 37 47 29 62 62 76 71 64 57 17 30

74 79 81 87 79 38 60 50 38 45 27 61 60 76 73 65 56 16 33

67 75 71 82 76 32 52 47 37 41 26 59 58 73 70 57 51 13 28

-7 -4 -10 -5 -4 -6 -7 -3 -1 -4 -1 -2 -2 -3 -3 -8 -5 -3 -5

-3 -5 -2 0 -2 -9 -3 0 -6 -3 -3 -4 -3 -2 -8 -5 -4 -2

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

44

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

First Great Western - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

3061

2949

2901

2945

3374

3536

2960

3044

3037

2996

80

81

82

83

82

82

83

82

83

80

-3

-2

73 76 67 72 59 71 72 53 68 67 58 87

77 78 65 70 59 70 72 54 67 67 59 85

74 79 65 71 58 73 74 53 69 67 59 83

75 79 64 69 56 74 74 53 66 67 60 88

75 71 77 63 69 54 74 70 58 65 68 58 86

74 73 77 60 67 53 72 72 58 66 67 60 90

77 75 81 66 71 54 73 72 57 67 71 60 87

76 75 81 65 70 53 75 71 55 66 69 62 87

79 74 83 68 74 60 74 72 57 68 72 59 68 49 88

76 76 83 69 73 57 75 70 54 66 69 63 63 49 90

-2 2 0 1 0 -3 0 -3 -2 -2 -3 4 -6 0 2

0 1 2 4 3 4 0 -1 0 0 0 1 2

75 76 83 70 51 74 62 64 52 43 66 70 75 78 72 68 41 42

75 80 83 71 46 74 64 66 53 45 67 70 76 77 73 70 45 39

77 80 83 72 50 72 63 66 53 45 68 70 76 77 72 70 47 41

78 83 86 75 53 70 65 69 54 43 67 67 78 77 69 64 48 48

77 79 85 74 56 74 65 70 53 43 68 69 77 79 72 70 51 42

76 77 84 73 49 72 64 70 55 40 69 71 77 79 72 65 50 43

78 79 86 76 53 78 68 70 55 44 68 73 78 80 76 74 50 45

76 78 85 73 48 77 68 66 53 44 67 72 77 81 77 73 49 41

81 75 79 85 73 53 78 69 67 53 44 65 72 76 79 77 73 47 48

79 76 76 83 73 48 76 67 68 57 42 68 72 76 79 74 70 48 44

-2 1 -2 -2 0 -5 -2 -1 1 4 -2 3 0 0 -1 -2 -3 1 -4

0 -1 -2 -1 0 -1 0 2 3 -2 1 0 -1 -2 -2 -4 -1 3

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

45

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Greater Anglia2 - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

2073

2201

2016

2172

2073

2397

2199

2454

2156

2267

77

76

79

77

79

78

77

73

83

77

-6

4

65 75 64 70 51 66 76 41 64 59 55 81

68 72 63 69 51 66 79 36 63 58 55 80

67 75 68 73 53 64 79 46 69 64 56 81

68 76 64 68 54 64 77 42 63 62 54 80

72 68 76 64 71 51 69 78 51 66 62 56 82

74 68 73 63 68 51 66 78 50 62 61 52 83

74 69 75 67 72 52 68 77 51 66 62 55 82

71 69 74 66 68 50 65 76 48 63 64 53 78

79 73 80 71 75 59 68 80 50 71 69 55 66 45 83

75 73 77 68 71 56 67 78 50 65 65 57 59 40 84

-4 0 -3 -2 -4 -3 -1 -2 -1 -7 -4 2 -7 -5 1

4 4 3 2 3 7 2 3 2 2 1 4 6

73 77 80 71 33 61 60 47 47 24 59 59 74 65 64 59 24 34

71 74 78 71 28 56 59 47 46 25 58 56 75 65 60 54 23 29

72 79 79 72 34 56 58 44 47 29 61 57 74 66 59 58 22 33

74 76 80 73 36 52 56 44 48 25 59 55 76 65 57 48 22 27

74 80 82 72 35 55 55 49 52 29 64 58 77 66 59 52 25 41

73 75 80 73 35 55 57 46 49 27 61 56 76 64 61 53 26 28

76 77 81 72 33 55 58 47 50 30 67 60 78 67 63 59 28 32

72 70 79 75 30 55 56 46 53 31 66 59 76 64 57 54 27 28

73 77 83 85 78 37 58 62 48 54 34 70 62 81 72 62 58 25 44

70 76 74 81 73 35 53 60 49 49 34 63 58 78 68 57 50 26 28

-3 -1 -9 -4 -6 -2 -4 -2 1 -4 0 -7 -4 -4 -5 -5 -8 0 -17

4 4 2 -2 6 -2 4 3 -3 3 -3 0 2 3 1 -3 -1 0

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. Greater Anglia from Spring 2012 (5th February 2012).

5.1 London and South East Operators

-

46

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Heathrow Connect - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

300

485

536

526

526

616

572

609

599

560

Overall satisfaction

88

90

90

88

92

89

92

94

94

91

-3

-3

73 76 60 66 54 65 74 28 64 57 58 88

80 72 60 68 42 76 81 23 65 67 58 91

78 72 68 75 52 83 75 27 68 70 64 89

76 71 63 70 52 77 82 39 65 70 60 82

81 77 68 67 76 52 78 83 33 73 75 69 88

78 74 71 65 71 53 70 79 33 67 73 61 80

80 76 69 67 75 54 72 76 31 73 66 59 86

84 83 77 76 82 58 82 81 36 75 73 71 91

80 73 76 72 77 52 73 81 40 70 70 62 68 52 76

77 71 74 70 73 58 69 74 26 64 71 57 63 52 88

-3 -2 -2 -2 -4 6 -4 -7 -14 -5 1 -4 -4 0 12

-7 -11 -2 -6 -9 -1 -13 -7 -10 -11 -2 -14 -2

72 81 91 77 52 94 89 73 79 73 84 89 85 83 92 91 70 32

71 89 89 81 56 92 82 77 78 64 90 90 92 86 93 92 71 51

74 92 92 82 56 90 84 74 77 71 87 90 90 88 94 91 68 34

71 92 92 81 58 89 85 81 78 69 88 88 88 87 89 84 68 41

69 93 93 88 65 93 85 76 79 74 91 93 90 89 96 91 68 33

67 88 94 81 55 93 83 75 79 73 90 91 89 86 93 88 66 25

74 91 93 84 58 94 85 81 76 63 90 91 86 86 97 91 63 45

76 91 94 87 56 94 84 81 76 59 89 92 88 84 93 91 62 38

95 70 86 93 84 52 96 86 74 81 65 86 90 86 87 95 91 64 41

91 68 78 90 81 54 93 83 68 78 71 83 87 83 88 91 89 58 34

-3 -3 -8 -3 -2 2 -2 -2 -6 -3 5 -3 -3 -3 1 -4 -2 -6 -8

-8 -14 -4 -5 -2 -1 -1 -13 2 11 -7 -5 -5 4 -2 -2 -5 -4

Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

47

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Heathrow Express - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

548

528

566

542

610

623

614

559

522

526

Overall satisfaction

93

92

93

93

93

95

93

90

93

94

1

4

86 78 83 84 64 77 80 23 85 80 65 93

87 77 81 82 60 79 83 46 82 75 63 93

90 78 79 81 54 72 80 45 79 76 60 91

88 78 79 82 60 76 84 55 82 79 65 91

84 91 83 80 82 62 81 84 32 77 73 71 94

87 89 83 78 75 68 80 85 59 78 77 66 88

88 93 83 84 81 64 73 82 44 83 78 66 96

87 86 81 77 76 64 79 81 48 81 80 70 90

88 90 82 83 82 66 78 81 74 81 83 72 78 64 92

89 89 84 82 83 70 84 87 69 80 82 77 82 68 96

2 0 2 -2 1 4 6 6 -5 -1 -1 4 3 4 4

3 3 3 4 6 6 5 5 21 -1 2 7 6

88 95 94 77 35 84 81 76 85 61 88 86 94 89 87 91 65 53

87 92 94 78 29 85 86 75 87 70 91 89 94 91 90 91 66 30

90 96 97 79 29 84 82 76 90 61 95 90 94 93 89 93 65 56

91 96 96 81 32 89 82 81 92 69 93 91 94 91 92 93 65 36

94 95 98 84 41 90 82 84 87 60 89 89 92 90 91 89 77 53

93 97 98 80 37 92 83 79 87 68 86 93 93 92 94 91 73 56

94 94 96 79 37 90 79 82 88 64 90 91 93 90 93 92 71 62

87 93 96 81 33 91 80 87 88 64 90 90 95 91 94 92 74 42

94 94 96 97 84 40 89 83 85 84 73 88 89 94 90 95 92 75 67

95 93 95 97 85 40 94 87 87 92 79 95 94 95 93 93 94 76 70

2 -1 -1 0 1 0 5 4 1 8 6 7 5 1 3 -2 2 1 2

6 2 0 4 7 4 7 -1 4 16 5 4 0 2 0 1 1 28

Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

48

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

London Midland - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1037

1190

1070

1074

1069

1225

1133

1192

1108

1149

80

78

87

86

86

83

85

87

83

80

-3

-7

67 78 59 68 45 65 69 41 61 59 53 78

72 73 56 65 47 68 66 43 58 62 54 81

72 80 63 70 46 66 67 48 61 64 55 80

72 80 63 71 50 69 71 49 64 63 55 87

78 76 84 68 71 50 74 67 49 67 64 57 86

76 78 82 63 69 48 69 71 54 64 66 59 90

76 79 83 69 73 49 74 67 53 66 67 59 92

77 78 83 67 72 48 73 69 56 67 68 59 86

76 75 85 70 75 54 73 69 57 69 71 56 71 53 88

73 72 80 66 71 54 70 71 45 61 66 55 63 45 81

-2 -3 -5 -4 -4 0 -3 3 -12 -8 -5 -1 -8 -8 -7

-4 -6 -3 0 -1 6 -3 2 -11 -7 -2 -4 -5

74 76 86 66 46 71 57 48 44 38 61 64 75 71 73 71 31 29

69 70 81 71 44 71 55 54 48 44 63 67 76 70 72 71 34 25

79 79 86 73 49 82 63 59 51 52 72 73 81 76 83 81 36 37

80 81 88 77 55 79 64 57 50 48 67 71 82 76 76 74 39 36

78 81 86 75 56 77 66 57 57 53 74 74 81 79 77 77 41 41

77 76 86 75 53 74 66 63 53 48 70 72 81 76 74 72 43 32

77 78 86 74 52 80 68 65 52 51 66 73 81 78 80 80 47 41

83 81 89 78 53 84 74 63 58 50 74 80 86 80 82 83 45 49

83 78 75 84 76 52 84 76 66 55 52 71 79 81 79 83 83 48 46

80 76 70 84 72 51 80 70 59 54 53 66 75 80 75 76 77 41 32

-3 -2 -6 0 -5 -1 -4 -6 -7 -1 1 -5 -4 -1 -4 -7 -6 -7 -14

-8 -12 -5 -6 -1 -4 -4 -4 -3 3 -8 -5 -6 -5 -6 -6 -4 -17

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

49

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

London Overground - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

779

1009

857

1012

750

948

1246

1202

1134

1111

Overall satisfaction

77

75

82

72

85

89

92

90

93

92

-1

2

64 62 61 67 30 68 70 20 62 55 57 91

64 66 62 65 32 63 73 24 59 56 60 71

57 69 62 65 30 68 73 24 60 59 63 71

56 63 55 61 29 65 76 30 50 58 55 72

74 66 75 67 77 32 72 77 22 65 62 62 78

79 75 77 74 79 29 68 76 20 69 67 58 68

81 78 80 74 78 34 67 74 27 72 68 57 88

81 73 82 77 78 35 65 76 35 71 70 60 90

87 77 83 78 80 45 68 76 32 77 73 62 70 57 86

79 70 81 77 80 43 69 77 33 71 69 63 60 45 83

-7 -6 -1 -2 0 -2 1 0 1 -6 -4 1 -10 -12 -3

-2 -3 -1 0 2 8 4 1 -2 0 -1 3 -7

52 66 77 65 59 48 51 32 41 9 46 47 57 53 55 56 15 27

59 63 80 70 50 53 52 34 41 9 48 52 56 54 60 58 19 23

60 68 80 69 56 61 65 35 43 11 56 54 68 62 69 70 22 16

51 63 79 66 49 72 63 47 51 10 58 67 67 64 72 70 31 18

74 76 87 83 59 91 84 52 62 18 68 81 81 75 92 92 37 28

77 78 90 82 53 95 86 44 60 10 75 83 86 81 94 92 26 50

82 83 87 81 54 96 87 54 69 19 80 86 89 82 93 91 37 42

79 88 89 84 49 95 86 57 63 17 77 83 84 80 92 90 37 43

92 79 88 88 83 57 94 86 57 62 16 76 85 86 83 93 92 42 42

92 79 87 89 82 48 92 85 60 58 12 72 81 81 80 91 89 42 35

0 1 -1 1 -1 -9 -2 -1 3 -4 -4 -4 -4 -5 -3 -2 -3 0 -7

0 -1 1 -3 -1 -2 0 3 -6 -5 -5 -1 -3 1 -2 -1 5 -7

Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

50

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

South West Trains - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1989

2026

1819

1888

2296

2319

2100

2334

2375

2004

87

84

86

85

87

85

84

83

85

81

-5

-3

68 81 59 65 48 68 75 43 62 62 57 83

70 81 58 64 48 68 77 44 64 63 57 82

67 82 58 63 47 68 76 46 63 62 55 84

67 78 55 60 45 67 75 47 59 65 52 84

78 72 84 62 67 50 68 76 51 67 68 55 79

74 70 83 59 63 50 68 74 48 63 67 53 79

74 71 81 57 63 46 66 74 56 61 64 53 87

74 70 83 57 63 47 69 74 50 62 68 54 82

78 74 84 68 71 58 67 78 55 68 68 52 65 41 83

74 74 81 64 69 57 68 76 50 63 67 54 60 38 75

-4 0 -3 -3 -2 -1 1 -2 -5 -4 -1 2 -5 -3 -8

0 4 -2 7 6 10 -1 2 0 1 -1 0 -7

79 87 84 76 42 84 77 62 57 41 71 78 80 77 78 81 45 42

81 90 86 78 35 85 77 64 56 37 72 78 81 77 78 78 49 40

78 89 83 77 39 82 74 66 57 38 70 78 80 76 74 77 50 41

79 88 85 76 42 82 75 65 58 36 71 76 79 79 74 75 52 42

79 90 87 78 43 82 77 69 59 39 71 79 83 82 76 79 53 40

78 86 83 78 37 80 77 68 57 36 69 76 80 79 74 75 52 33

76 84 82 76 38 79 75 67 53 37 67 75 81 78 75 78 54 41

79 82 82 76 36 83 76 68 59 39 73 76 82 81 78 77 55 37

83 77 85 82 73 37 79 74 71 55 36 67 75 79 80 76 79 52 48

79 73 77 81 74 33 78 73 70 53 30 63 72 77 80 74 75 51 45

-4 -4 -9 -1 1 -4 -1 -1 -1 -2 -6 -4 -4 -2 -1 -3 -4 -2 -4

-5 -5 -2 -2 -3 -4 -2 2 -6 -9 -10 -4 -5 -1 -5 -2 -4 8

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

51

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Southeastern - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1630

1536

1514

1999

1665

1930

1575

1722

1671

1687

80

76

80

81

80

82

83

81

84

78

-6

-3

64 76 60 66 47 67 78 34 61 59 55 80

65 72 56 63 46 66 74 32 56 55 54 77

66 76 61 67 47 65 74 36 60 57 53 84

70 76 65 70 50 68 74 45 63 64 57 84

75 67 79 62 69 50 69 75 40 63 62 58 90

75 70 77 64 69 48 66 75 44 63 62 57 86

78 66 80 64 72 51 69 75 47 68 63 56 80

73 69 77 64 70 50 67 73 41 65 62 57 76

75 69 78 69 73 57 68 76 44 65 66 58 66 42 82

73 71 77 65 70 51 65 76 46 64 64 57 59 42 79

-2 2 -2 -3 -3 -6 -3 0 2 -1 -2 -1 -8 -1 -4

0 2 0 1 1 1 -1 3 5 -1 3 0 3

71 79 81 71 37 69 64 49 42 25 58 64 78 64 66 66 26 32

73 77 79 70 29 66 57 39 38 22 54 60 72 60 64 62 21 26

73 81 81 68 34 65 66 47 43 21 59 61 77 64 66 64 26 25

73 77 78 72 39 68 63 57 48 32 64 66 79 69 69 63 35 29

75 79 80 73 39 73 67 52 47 33 62 70 78 67 71 70 31 34

76 78 80 71 32 68 65 55 46 25 63 65 78 68 68 65 33 24

75 80 81 71 36 72 66 52 48 32 63 67 79 71 72 70 33 26

76 79 79 72 32 72 68 56 48 28 61 67 79 70 71 68 33 31

80 77 85 85 77 38 75 71 54 48 30 68 71 81 73 73 71 33 40

75 75 77 80 73 31 70 69 56 47 34 64 67 78 69 68 65 34 31

-5 -2 -8 -6 -4 -7 -5 -2 2 -1 4 -4 -4 -3 -4 -5 -6 1 -9

-1 -3 1 1 -1 -2 1 0 -1 6 3 0 0 -1 -3 -3 0 0

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

52

5

Improved Unchanged Declined

5.1 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Southern - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

2217

2310

2132

2628

2347

2551

2135

2338

2639

2113

83

80

82

84

82

82

83

80

82

78

-3

-2

69 80 62 68 49 66 76 35 62 61 57 79

67 78 59 66 48 63 75 40 61 59 55 78

67 79 63 71 50 70 76 35 64 64 58 83

72 78 60 69 50 69 78 43 62 63 61 81

74 69 81 63 70 49 69 76 43 63 63 57 86

74 70 77 62 71 49 69 74 42 64 65 59 83

78 73 81 67 72 50 70 73 44 69 68 58 85

75 69 79 65 69 48 69 72 40 65 65 58 80

78 70 80 69 75 57 72 80 41 68 70 60 69 39 82

73 70 76 62 69 53 67 75 40 61 66 58 60 39 76

-5 0 -4 -6 -6 -4 -5 -5 -1 -7 -4 -2 -9 -1 -6

-2 1 -2 -3 0 5 -2 3 0 -3 1 0 -4

72 80 83 73 42 76 75 54 48 40 62 70 77 69 74 74 34 33

68 74 79 66 35 74 73 54 49 38 67 71 77 69 73 72 35 32

75 79 83 72 42 76 76 56 50 41 68 73 79 72 76 77 38 33

74 79 84 76 45 72 75 57 49 36 68 72 78 72 74 73 41 29

73 80 83 74 43 72 76 61 50 33 68 72 79 75 71 74 41 35

75 78 83 77 40 73 74 57 49 38 67 71 78 74 73 72 39 34

76 78 84 76 42 71 72 61 48 36 66 72 76 76 72 74 40 35

74 78 83 76 38 67 71 54 47 29 66 69 75 72 70 69 36 35

80 75 77 84 77 42 72 75 57 46 36 66 70 77 76 74 71 35 39

75 70 72 80 74 36 69 73 54 43 35 64 67 74 74 70 66 33 30

-5 -5 -5 -4 -3 -6 -3 -2 -3 -3 -2 -3 -3 -2 -2 -4 -4 -2 -9

-5 -6 -3 -2 -2 2 1 1 -4 5 -2 -2 0 2 0 -3 -3 -5

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.1 London and South East Operators

-

53

5

Improved Unchanged Declined

5.2 Long Distance Operators

Improvement/ decline in % satisfied/good since Autumn 2012

CrossCountry - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1186

1085

1051

1593

1433

1482

1320

1191

1425

1200

84

85

85

85

84

85

82

84

85

84

-1

0

85 84 70 78 62 80 73 65 70 73 67 85

84 86 68 75 64 79 73 59 74 73 67 87

82 85 72 77 68 77 76 54 74 73 68 89

80 84 70 74 65 77 75 57 70 72 68 91

79 80 82 68 74 63 80 76 59 71 74 68 89

77 79 84 70 75 63 76 77 53 69 71 65 87

80 83 85 69 74 65 77 70 59 71 73 67 87

79 78 83 66 74 60 79 74 58 69 72 67 92

80 84 85 71 74 67 79 74 58 70 77 68 75 53 89

76 85 85 67 74 63 77 73 60 65 74 64 66 53 90

-4 0 1 -3 -1 -5 -2 0 2 -5 -3 -4 -9 0 1

-3 7 2 1 0 2 -2 0 2 -4 2 -3 -2

80 80 83 76 55 84 77 77 47 54 59 78 80 81 83 79 62 48

80 87 86 77 51 83 79 80 51 55 72 79 81 80 82 79 67 52

81 85 86 76 56 84 76 77 48 53 70 78 80 84 80 80 64 41

84 88 88 82 57 83 76 78 51 48 68 74 81 84 79 78 64 53

79 83 86 79 55 82 75 81 51 53 66 76 83 82 78 76 66 49

80 84 84 79 53 81 76 80 53 49 70 77 82 84 78 76 66 49

80 79 85 77 52 79 74 76 52 49 64 76 78 81 77 77 63 46

81 85 87 78 49 80 76 78 55 48 70 76 82 85 79 78 67 52

82 79 82 85 78 53 82 73 79 50 48 65 74 80 84 79 79 64 51

81 80 80 86 77 49 80 76 77 55 48 70 77 83 84 78 74 63 51

-1 1 -2 1 -1 -4 -2 3 -2 5 0 4 2 3 1 -1 -6 -1 0

-1 -6 -1 -1 1 0 -1 -1 0 0 -1 0 0 -1 -1 -5 -4 -1

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.2 Long Distance Operators

54

5

Improved Unchanged Declined

5.2 Long Distance Operators

Improvement/ decline in % satisfied/good since Autumn 2012

East Coast - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1157

1081

1032

1154

1723

1522

1136

1225

1251

1234

88

87

89

88

89

87

87

89

92

86

-6

-2

80 90 72 76 64 76 76 52 72 72 68 90

79 90 67 72 59 74 75 55 69 71 65 87

84 88 73 77 61 79 73 50 72 72 68 89

80 89 72 76 64 78 80 58 72 71 68 89

79 79 88 68 74 61 79 81 49 69 73 67 87

77 80 86 68 72 61 76 80 55 69 72 67 88

76 81 85 66 73 60 75 80 56 66 70 66 86

75 84 87 65 72 58 76 80 49 64 71 67 85

88 86 91 83 88 79 83 85 57 82 80 73 77 48 88

87 87 90 82 86 76 80 81 51 80 78 69 70 43 87

-1 1 -1 -1 -2 -3 -3 -4 -6 -2 -2 -4 -6 -5 -1

12 3 3 18 14 18 4 1 2 16 8 2 2

86 87 90 78 54 79 76 78 54 45 73 74 79 84 80 77 64 61

90 89 90 78 54 79 77 77 56 45 75 76 78 82 82 77 63 62

89 90 91 81 55 84 76 78 55 47 74 77 81 85 83 78 67 56

89 89 91 82 59 83 79 80 56 48 72 76 78 85 84 78 68 61

91 83 90 81 60 82 77 79 55 51 76 77 82 85 83 79 67 62

90 85 90 80 58 80 78 78 60 49 77 77 82 86 82 74 68 52

89 78 88 79 57 81 80 80 61 55 79 81 84 86 85 78 70 56

90 88 90 79 56 79 79 82 63 52 79 79 83 86 82 76 72 63

89 91 89 92 84 58 82 81 85 66 54 81 81 84 90 85 77 72 69

87 90 83 88 77 56 81 80 84 63 50 79 80 82 86 85 72 71 62

-2 -1 -6 -4 -7 -2 -1 -1 -1 -3 -4 -2 -1 -2 -3 0 -5 -1 -7

0 -4 -2 -2 0 2 2 2 0 -2 -1 1 -1 1 3 -4 -1 -1

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.2 Long Distance Operators

55

5

Improved Unchanged Declined

5.2 Long Distance Operators

Improvement/ decline in % satisfied/good since Autumn 2012

East Midlands Trains - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1020

1013

1010

1131

1108

1404

1029

1219

1045

1088

81

80

84

86

88

86

87

87

89

88

-2

1

80 84 72 76 60 76 71 52 72 69 63 85

74 82 75 77 61 76 76 54 75 70 66 87

77 84 75 79 61 77 70 58 74 71 66 84

78 86 74 78 61 76 74 57 76 75 66 85

85 76 83 76 80 61 77 70 61 77 73 68 84

82 77 84 75 80 63 76 71 58 75 75 66 85

83 79 86 78 82 67 77 70 64 78 74 68 89

85 81 84 80 83 64 78 72 67 80 76 68 89

89 87 86 82 86 70 81 77 70 83 78 72 79 55 91

82 77 83 76 80 65 78 74 67 74 72 64 67 50 85

-7 -10 -2 -6 -6 -5 -4 -2 -3 -8 -6 -8 -12 -5 -5

-3 -4 0 -4 -2 0 -1 2 -1 -5 -4 -5 -4

76 79 79 69 49 66 65 73 53 42 68 70 76 79 70 64 53 43

76 84 83 70 45 67 62 68 47 45 67 71 76 79 70 64 54 37

76 85 83 66 48 68 66 73 48 46 68 71 77 79 72 69 56 41

79 84 86 71 52 75 69 76 50 46 72 76 82 84 78 67 62 51

81 87 88 79 57 76 68 76 48 48 74 79 81 83 76 73 66 41

80 86 87 77 52 77 71 77 57 52 72 78 82 82 79 69 65 48

80 88 90 77 52 85 70 79 57 53 76 83 83 85 82 75 68 39

82 88 89 79 52 85 71 80 56 50 74 82 85 85 83 74 67 51

87 85 88 89 79 49 85 74 78 56 54 70 81 84 86 84 77 62 56

86 81 86 86 78 48 84 72 80 53 43 74 81 84 84 83 71 64 58

-1 -3 -2 -3 -2 0 -1 -1 2 -2 -11 4 0 0 -2 -1 -5 2 1

0 -2 -3 -1 -3 -1 1 0 -3 -7 0 0 -1 -2 -1 -3 -3 7

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.2 Long Distance Operators

56

5

Improved Unchanged Declined

5.2 Long Distance Operators

Improvement/ decline in % satisfied/good since Autumn 2012

First Hull Trains - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

-

-

-

-

701

761

527

583

596

543

Overall satisfaction

-

-

-

-

93

95

88

93

95

95

0

2

-

-

-

-

81 81 85 69 74 52 72 77 72 69 72 57 88

73 82 83 63 67 50 67 76 69 62 70 54 85

79 82 83 70 72 50 69 74 69 67 70 55 89

82 80 85 76 77 58 76 81 71 74 73 64 91

92 86 88 88 91 76 81 83 70 88 80 68 83 57 90

89 88 91 90 90 74 79 86 67 84 81 70 79 57 89

-3 2 3 2 -1 -2 -2 3 -2 -4 2 1 -5 0 -1

7 8 6 14 13 16 3 5 -3 10 8 6 -2

-

-

-

-

78 90 93 87 66 92 84 90 66 65 88 88 90 92 90 84 82 69

81 89 90 83 63 95 89 93 73 69 91 93 92 93 94 86 90 65

78 85 90 81 62 89 84 91 75 68 89 89 91 91 90 89 86 39

77 93 92 78 56 89 88 92 72 64 87 86 91 89 91 88 90 51

97 79 94 93 83 60 93 87 93 72 65 92 91 91 92 96 90 87 47

92 80 91 92 79 62 92 90 94 72 62 91 89 92 91 93 88 86 63

-5 1 -4 -1 -4 2 -1 3 1 0 -3 -1 -2 1 0 -3 -2 -1 16

3 -2 0 1 6 2 2 2 0 -2 4 4 1 3 2 0 -3 12

Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.2 Long Distance Operators

57

5

Improved Unchanged Declined

5.2 Long Distance Operators

Improvement/ decline in % satisfied/good since Autumn 2012

First TransPennine Express - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1033

1084

1057

1548

1086

1201

1117

1175

1111

1190

83

87

89

87

87

89

84

88

88

85

-3

-2

81 85 73 78 61 77 70 43 75 68 65 84

81 85 75 80 64 72 73 43 76 73 64 86

81 85 80 81 68 74 73 45 79 71 65 88

81 86 77 80 66 75 75 50 77 75 63 90

86 88 89 81 84 64 79 76 60 83 77 68 93

87 84 91 80 82 65 79 75 61 81 75 67 90

85 89 87 79 81 67 81 71 65 80 75 69 89

86 87 88 83 85 68 78 73 62 82 77 69 88

86 87 91 79 82 74 80 80 58 78 81 69 78 59 89

86 84 88 82 86 75 81 76 55 79 80 72 75 58 91

0 -4 -3 3 3 1 1 -4 -3 1 0 3 -3 -1 2

0 -4 0 -1 1 7 3 3 -7 -2 3 3 3

79 81 87 75 53 88 78 73 51 54 63 81 82 81 83 82 59 39

81 84 87 72 52 91 81 76 53 59 68 83 86 84 86 83 67 38

83 88 90 81 63 91 81 77 54 59 66 84 86 85 87 86 68 42

83 84 89 77 60 91 79 78 52 56 66 82 83 84 86 79 66 46

82 84 89 76 59 90 83 77 50 52 62 83 82 84 87 85 66 52

83 87 92 83 60 88 81 79 50 53 64 80 82 87 84 79 64 48

82 84 89 81 59 87 79 80 47 52 62 80 79 81 85 82 64 53

86 88 91 81 56 88 80 82 50 57 63 79 83 86 86 82 67 55

88 81 88 88 81 57 89 80 81 52 56 61 80 81 84 86 85 66 49

86 84 82 89 80 55 90 82 82 58 53 65 83 82 86 86 82 69 53

-2 3 -7 1 -1 -2 1 2 1 6 -4 4 3 1 2 -1 -3 3 3

-2 -6 -2 -1 -1 2 2 0 8 -4 2 4 -1 0 -1 0 2 -3

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.2 Long Distance Operators

58

5

Improved Unchanged Declined

5.2 Long Distance Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Grand Central2 - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

-

-

540

574

681

-

917

-

992

639

Overall satisfaction

-

-

95

94

95

-

95

-

96

93

-3

-

-

-

-

77 74 51 57 39 70 73 36 52 63 51 90

70 71 51 56 41 67 72 35 47 55 50 89

74 79 81 71 73 48 72 76 52 64 69 52 88

-

76 79 85 71 76 49 74 80 54 66 69 54 88

-

88 83 89 87 89 75 75 86 55 83 78 61 80 54 88

87 87 90 86 87 69 80 82 56 81 77 68 75 51 89

-1 4 1 -1 -1 -6 5 -4 1 -2 -1 7 -5 -3 1

-

-

-

-

78 96 95 82 77 90 85 94 82 70 95 94 90 92 91 89 92 67

70 92 92 79 73 84 84 91 81 71 92 90 88 89 89 80 87 48

70 91 89 87 74 91 89 92 85 77 95 95 91 94 93 89 89 69

-

72 91 92 83 78 88 83 93 84 66 94 93 90 92 90 88 82 69

-

94 73 94 91 82 73 85 86 92 80 65 93 90 89 91 89 86 83 77

91 77 93 89 83 75 78 84 91 77 55 91 89 90 92 85 80 85 73

-3 3 -1 -2 1 3 -6 -2 -1 -3 -9 -2 -1 0 1 -4 -6 2 -4

-

-

Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. Grand Central did not take part in the survey in Spring 2012

5.2 Long Distance Operators

59

5

Improved Unchanged Declined

5.2 Long Distance Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Virgin Trains - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1294

1131

1098

1763

1350

1361

1098

1112

1392

1152

84

86

89

90

90

90

89

91

92

92

-1

1

82 82 69 75 61 72 77 43 70 69 62 85

81 87 70 74 64 74 79 46 70 71 61 86

79 85 69 74 66 74 79 56 70 73 63 87

81 87 67 74 65 74 77 55 70 70 61 91

80 85 88 70 75 65 79 82 52 72 75 64 88

82 78 86 71 74 65 71 80 55 71 71 58 86

82 85 89 71 76 67 74 81 65 74 76 60 82

82 83 87 71 74 62 73 82 58 71 73 60 87

80 87 87 71 77 70 77 87 55 70 76 62 74 44 90

79 83 87 72 75 67 77 84 51 70 74 63 69 43 88

-1 -4 0 1 -2 -4 1 -3 -4 0 -1 1 -6 -1 -2

-3 0 0 1 1 5 4 2 -7 -1 2 3 1

81 82 82 75 56 90 76 77 45 50 68 78 83 85 87 83 66 50

85 79 92 77 57 90 80 76 51 56 77 80 84 85 88 82 66 54

86 90 93 84 64 88 80 82 50 58 77 80 87 85 88 84 70 54

90 89 94 82 63 89 82 78 51 56 74 78 88 86 87 81 69 51

90 89 93 86 65 88 83 80 51 55 74 78 85 86 86 87 70 57

89 92 94 83 59 90 81 80 56 53 77 79 87 89 88 82 68 56

90 85 91 83 59 87 80 80 52 52 71 77 88 87 86 82 68 55

89 89 94 88 59 89 82 81 57 54 80 82 90 89 89 86 70 54

92 91 90 94 87 60 89 84 81 59 57 82 84 89 89 90 87 68 60

93 90 87 93 87 61 91 88 84 62 60 83 86 91 89 90 87 71 64

1 -1 -3 -1 0 1 3 4 3 3 4 1 2 2 -1 1 0 3 4

1 -2 -1 -1 2 2 6 3 5 7 4 4 1 0 1 1 1 10

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.2 Long Distance Operators

60

5

Improved Unchanged Declined

5.3 Regional Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Arriva Trains Wales - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

754

809

793

1018

776

912

1544

1189

1352

1248

Overall satisfaction

86

87

86

88

87

87

84

88

88

88

0

0

61 74 56 58 36 65 58 58 57 55 46 83

71 80 58 62 39 71 62 53 58 59 54 89

76 80 60 65 44 74 63 63 62 63 57 88

70 79 57 62 39 73 64 61 58 63 54 84

73 76 78 64 67 42 75 64 58 61 60 57 88

76 75 79 63 68 43 75 61 63 62 62 56 88

72 80 80 63 63 43 74 61 59 63 67 58 90

79 75 81 66 68 48 75 66 63 66 67 57 89

78 81 81 66 68 49 78 70 69 66 66 60 72 55 86

78 78 83 69 70 51 76 66 62 68 70 65 70 54 92

0 -3 2 3 1 1 -1 -4 -7 2 4 5 -2 -1 6

-1 2 2 3 1 3 2 -1 -1 2 3 8 3

76 81 89 71 61 73 61 76 61 47 74 74 83 77 72 70 65 41

77 85 87 77 60 75 65 79 63 44 76 77 83 79 78 74 70 44

79 87 88 74 62 70 63 75 56 42 71 72 82 79 74 70 64 32

81 89 89 77 66 73 69 82 61 49 73 76 81 79 75 66 72 40

77 85 89 80 64 76 67 82 64 46 74 74 82 82 78 68 71 37

81 84 88 78 60 74 67 79 57 45 70 74 84 82 76 64 67 43

76 87 83 77 59 75 65 79 60 46 72 76 83 82 75 69 70 45

78 87 85 77 56 76 66 81 59 49 71 77 82 83 78 69 71 40

86 77 86 86 80 55 79 66 82 66 51 73 76 84 81 80 74 70 42

84 78 85 83 82 54 79 66 82 63 55 73 78 85 86 78 70 73 38

-2 1 0 -2 2 -1 0 0 -1 -3 4 -1 2 1 4 -2 -4 3 -4

0 -2 -1 5 -3 3 0 1 4 6 2 1 3 3 1 1 2 -2

Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.3 Regional Operators

61

5

Improved Unchanged Declined

5.3 Regional Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Merseyrail - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

526

513

506

651

526

672

546

635

700

557

Overall satisfaction

90

91

91

93

93

91

93

96

92

92

0

-3

81 79 63 67 43 75 66 57 65 66 68 91

82 84 68 69 39 76 67 54 66 70 67 81

78 86 73 72 43 85 73 56 72 68 74 82

84 87 71 77 55 82 75 57 70 72 75 81

86 86 89 75 78 48 86 77 45 76 69 78 94

80 86 85 72 77 43 82 70 48 73 71 78 80

84 90 87 70 78 48 85 70 51 73 72 78 90

86 90 89 75 77 53 81 73 49 77 76 81 81

87 89 88 81 86 62 88 82 64 83 81 82 84 68 88

86 89 91 85 84 57 87 83 61 79 76 81 78 69 93

-2 1 3 5 -2 -4 -1 1 -3 -4 -5 -1 -6 1 5

-1 0 1 10 7 5 5 10 11 2 0 1 13

89 88 94 81 71 83 84 53 52 19 72 80 86 73 78 68 33 23

92 94 94 78 55 80 81 49 49 12 72 79 86 74 75 66 33 35

94 92 94 87 60 80 86 56 57 20 76 79 88 75 77 71 37 52

94 95 96 85 66 78 87 67 64 19 78 80 90 77 76 65 48 42

95 90 96 85 70 84 86 63 68 17 82 82 90 79 78 65 46 47

91 93 94 82 64 80 87 67 60 9 79 76 86 79 78 56 51 49

95 95 97 91 66 80 81 68 59 14 78 76 87 77 79 71 45 50

97 94 97 89 67 83 86 67 60 10 81 81 90 80 80 67 48 29

89 94 92 96 89 70 80 90 63 59 21 80 80 90 83 80 71 45 43

90 93 91 97 92 65 81 87 67 61 17 79 81 90 78 81 70 50 41

1 -1 -1 2 3 -5 0 -3 3 2 -4 -2 0 -1 -5 0 -1 5 -2

-4 -4 1 3 -2 -2 1 0 1 6 -3 0 -1 -2 1 3 2 11

Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.3 Regional Operators

62

5

Improved Unchanged Declined

5.3 Regional Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Northern Rail - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1118

1155

1094

1633

1027

1250

1370

1264

1051

1106

82

80

82

82

82

83

83

80

80

76

-4

-4

76 79 68 70 52 74 69 48 67 66 60 83

77 78 68 71 49 70 71 50 67 64 58 83

75 83 70 74 53 70 70 53 70 66 61 85

74 81 68 68 46 71 65 49 65 62 57 86

74 74 80 69 73 47 71 66 53 66 60 59 90

73 73 77 68 70 50 70 69 57 65 64 58 89

76 73 81 69 71 49 71 69 60 66 65 57 89

74 74 80 71 72 49 71 65 53 67 67 61 84

78 78 83 75 80 52 74 75 57 73 70 58 70 55 90

76 77 84 76 78 52 72 71 55 70 66 58 69 54 84

-2 -1 1 0 -2 0 -3 -3 -2 -3 -5 0 -1 -1 -6

2 2 4 5 6 3 1 6 2 3 -1 -3 0

74 79 85 71 62 55 55 73 56 36 69 62 80 77 58 58 59 34

70 79 85 69 54 53 57 70 55 32 69 60 77 74 57 51 57 35

74 81 87 74 59 58 59 72 54 41 67 64 79 75 61 62 59 36

75 83 87 72 60 56 58 72 55 35 70 63 80 76 60 49 60 36

73 80 87 76 64 59 57 73 55 41 68 64 77 75 64 60 61 45

71 78 86 78 58 53 59 76 55 38 65 58 78 76 56 48 62 35

75 80 87 78 60 57 58 72 56 43 65 62 78 79 62 62 57 43

70 78 84 73 50 54 56 71 57 34 66 60 77 76 58 47 60 33

71 73 77 85 73 57 57 60 71 57 39 71 65 81 79 63 61 58 39

69 69 72 81 72 54 55 59 73 56 31 66 62 77 73 60 49 55 29

-2 -4 -5 -4 -1 -4 -1 -1 2 -1 -8 -5 -3 -4 -6 -3 -12 -3 -10

-1 -6 -3 -1 3 2 4 2 -1 -3 0 2 0 -3 3 2 -5 -5

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.3 Regional Operators

63

5

Improved Unchanged Declined

5.3 Regional Operators

Improvement/ decline in % satisfied/good since Autumn 2012

ScotRail - % saying satisfied/good Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1009

1034

1033

1092

1021

1166

1402

1230

1309

1141

90

89

90

90

86

86

89

89

90

90

0

1

87 84 79 80 56 77 70 46 76 69 69 88

83 84 80 83 58 79 68 47 79 75 69 89

83 86 80 84 54 76 71 44 77 73 69 83

84 84 78 82 58 74 71 47 75 72 65 84

82 79 86 82 86 58 81 71 49 79 74 63 77

81 78 85 77 81 53 75 65 46 74 71 63 86

85 82 86 78 84 56 76 73 48 78 71 63 92

83 80 86 77 82 52 78 69 47 75 74 66 89

84 84 89 80 81 53 76 67 38 76 71 63 82 61 91

81 80 88 79 83 48 77 76 40 74 73 70 74 60 88

-4 -3 -2 -1 2 -5 1 9 2 -2 2 7 -8 -1 -3

-2 0 1 2 1 -4 -1 6 -7 -1 -2 3 -1

82 90 88 74 62 81 76 75 62 45 73 77 85 82 80 74 67 42

84 86 89 78 55 79 77 79 64 48 76 78 88 86 80 73 69 35

84 90 90 75 58 80 78 83 63 46 77 81 89 82 83 76 69 47

85 88 90 78 61 76 75 77 65 50 78 77 88 84 78 68 70 40

79 86 87 80 57 78 77 81 63 40 72 75 84 82 76 75 67 44

83 81 89 78 56 79 72 79 63 41 69 77 86 83 80 70 65 34

83 86 91 77 59 81 76 79 65 51 77 82 89 86 84 76 71 34

84 87 89 79 51 83 80 81 69 52 77 80 87 87 84 77 72 38

87 81 87 92 70 52 81 74 79 65 49 79 82 88 80 82 81 65 40

87 84 84 89 75 49 83 77 76 65 46 80 78 85 83 84 80 69 43

-1 4 -3 -2 5 -4 2 3 -3 0 -3 2 -4 -2 3 1 -1 4 3

1 -3 0 -4 -3 0 -3 -5 -4 -6 4 -1 -2 -4 0 2 -3 5

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

5.3 Regional Operators

64

6

6.1 Overall opinion of journey

Percentage of passengers satisfied 2008-2013

National and Sector-Level Percentage of passengers satisfied 2008 to 2013

Long Distance Operators Percentage of passengers satisfied 2008 to 2013

National Total

London And South East

Long Distance Sector

CrossCountry

Long Distance

Regional

East Coast

East Midlands Trains

Placeholder5

Placeholder6

First TransPennine Express

Virgin Trains

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

95%

95%

90%

90%

85%

85%

80%

80%

75%

75%

70%

70%

65%

65%

60%

60%

55%

55%

50%

50%

45%

45%

40%

40%

6.1 Overall opinion of journey

65

6

6.1 Overall opinion of journey

Regional Operators Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part One) Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part Two) Percentage of passengers satisfied 2008 to 2013

Regional Sector

Arriva Trains Wales

London And South East Sector

c2c

London And South East Sector

London Midland

Merseyrail

Northern Rail

Chiltern Railways

First Capital Connect

London Overground

South West Trains

ScotRail

Placeholder6

First Great Western

Greater Anglia

Southeastern

Southern

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

100%

95%

95%

95%

90%

90%

90%

85%

85%

85%

80%

80%

80%

75%

75%

75%

70%

70%

70%

65%

65%

65%

60%

60%

60%

55%

55%

55%

50%

50%

50%

45%

45%

45%

40%

40%

40%

6.1 Overall opinion of journey

66

6

6.2 Punctuality and reliability National and Sector-Level Percentage of passengers satisfied 2008 to 2013

Long Distance Operators Percentage of passengers satisfied 2008 to 2013

National Total

London And South East

Long Distance Sector

CrossCountry

Long Distance

Regional

East Coast

East Midlands Trains

Placeholder5

Placeholder6

First TransPennine Express

Virgin Trains

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

95%

95%

90%

90%

85%

85%

80%

80%

75%

75%

70%

70%

65%

65%

60%

60%

55%

55%

50%

50%

45%

45%

40%

40%

6.2 Punctuality and reliability

67

6

6.2 Punctuality and reliability

Regional Operators Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part One) Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part Two) Percentage of passengers satisfied 2008 to 2013

Regional Sector

Arriva Trains Wales

London And South East Sector

c2c

London And South East Sector

London Midland

Merseyrail

Northern Rail

Chiltern Railways

First Capital Connect

London Overground

South West Trains

ScotRail

Placeholder6

First Great Western

Greater Anglia

Southeastern

Southern

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

100%

95%

95%

95%

90%

90%

90%

85%

85%

85%

80%

80%

80%

75%

75%

75%

70%

70%

70%

65%

65%

65%

60%

60%

60%

55%

55%

55%

50%

50%

50%

45%

45%

45%

40%

40%

40%

6.2 Punctuality and reliability

68

6

6.3 Dealing with delays National and Sector-Level Percentage of passengers satisfied 2008 to 2013

Long Distance Operators Percentage of passengers satisfied 2008 to 2013

National Total

London And South East

Long Distance Sector

CrossCountry

Long Distance

Regional

East Coast

East Midlands Trains

Placeholder5

Placeholder6

First TransPennine Express

Virgin Trains

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

70%

70%

65%

65%

60%

60%

55%

55%

50%

50%

45%

45%

40%

40%

35%

35%

30%

30%

25%

25%

20%

20%

15%

15%

10%

10%

6.3 Dealing with delays

69

6

6.3 Dealing with delays

Regional Operators Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part One) Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part Two) Percentage of passengers satisfied 2008 to 2013

Regional Sector

Arriva Trains Wales

London And South East Sector

c2c

London And South East Sector

London Midland

Merseyrail

Northern Rail

Chiltern Railways

First Capital Connect

London Overground

South West Trains

ScotRail

Placeholder6

First Great Western

Greater Anglia

Southeastern

Southern

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

70%

70%

70%

65%

65%

65%

60%

60%

60%

55%

55%

55%

50%

50%

50%

45%

45%

45%

40%

40%

40%

35%

35%

35%

30%

30%

30%

25%

25%

25%

20%

20%

20%

15%

15%

15%

10%

10%

10%

6.3 Dealing with delays

70

6

6.4 Provision of information about trains/platforms National and Sector-Level Percentage of passengers satisfied 2008 to 2013

Long Distance Operators Percentage of passengers satisfied 2008 to 2013

National Total

London And South East

Long Distance Sector

CrossCountry

Long Distance

Regional

East Coast

East Midlands Trains

Placeholder5

Placeholder6

First TransPennine Express

Virgin Trains

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

95%

95%

90%

90%

85%

85%

80%

80%

75%

75%

70%

70%

65%

65%

60%

60%

55%

55%

50%

50%

45%

45%

40%

40%

6.4 Provision of information about trains/platforms

71

6

6.4 Provision of information about trains/platforms

Regional Operators Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part One) Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part Two) Percentage of passengers satisfied 2008 to 2013

Regional Sector

Arriva Trains Wales

London And South East Sector

c2c

London And South East Sector

London Midland

Merseyrail

Northern Rail

Chiltern Railways

First Capital Connect

London Overground

South West Trains

Placeholder6

First Great Western

Greater Anglia

Southeastern

Southern

ScotRail

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

100%

95%

95%

95%

90%

90%

90%

85%

85%

85%

80%

80%

80%

75%

75%

75%

70%

70%

70%

65%

65%

65%

60%

60%

60%

55%

55%

55%

50%

50%

50%

45%

45%

45%

40%

40%

40%

6.4 Provision of information about trains/platforms

72

6

6.5 Connections with public transport National and Sector-Level Percentage of passengers satisfied 2008 to 2013

Long Distance Operators Percentage of passengers satisfied 2008 to 2013

National Total

London And South East

Long Distance Sector

CrossCountry

Long Distance

Regional

East Coast

East Midlands Trains

Placeholder5

Placeholder6

First TransPennine Express

Virgin Trains

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

95%

95%

90%

90%

85%

85%

80%

80%

75%

75%

70%

70%

65%

65%

60%

60%

55%

55%

50%

50%

45%

45%

40%

40%

6.5 Connections with public transport

73

6

6.5 Connections with public transport

Regional Operators Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part One) Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part Two) Percentage of passengers satisfied 2008 to 2013

Regional Sector

Arriva Trains Wales

London And South East Sector

c2c

London And South East Sector

London Midland

Merseyrail

Northern Rail

Chiltern Railways

First Capital Connect

London Overground

South West Trains

ScotRail

Placeholder6

First Great Western

Greater Anglia

Southeastern

Southern

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

100%

95%

95%

95%

90%

90%

90%

85%

85%

85%

80%

80%

80%

75%

75%

75%

70%

70%

70%

65%

65%

65%

60%

60%

60%

55%

55%

55%

50%

50%

50%

45%

45%

45%

40%

40%

40%

6.5 Connections with public transport

74

6

6.6 Frequency of trains National and Sector-Level Percentage of passengers satisfied 2008 to 2013

Long Distance Operators Percentage of passengers satisfied 2008 to 2013

National Total

London And South East

Long Distance Sector

CrossCountry

Long Distance

Regional

East Coast

East Midlands Trains

Placeholder5

Placeholder6

First TransPennine Express

Virgin Trains

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

95%

95%

90%

90%

85%

85%

80%

80%

75%

75%

70%

70%

65%

65%

60%

60%

55%

55%

50%

50%

45%

45%

40%

40%

6.6 Frequency of trains

75

6

6.6 Frequency of trains

Regional Operators Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part One) Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part Two) Percentage of passengers satisfied 2008 to 2013

Regional Sector

Arriva Trains Wales

London And South East Sector

c2c

London And South East Sector

London Midland

Merseyrail

Northern Rail

Chiltern Railways

First Capital Connect

London Overground

South West Trains

ScotRail

Placeholder6

First Great Western

Greater Anglia

Southeastern

Southern

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

100%

95%

95%

95%

90%

90%

90%

85%

85%

85%

80%

80%

80%

75%

75%

75%

70%

70%

70%

65%

65%

65%

60%

60%

60%

55%

55%

55%

50%

50%

50%

45%

45%

45%

40%

40%

40%

6.6 Frequency of trains

76

6

6.7 Value for money National and Sector-Level Percentage of passengers satisfied 2008 to 2013

Long Distance Operators Percentage of passengers satisfied 2008 to 2013

National Total

London And South East

Long Distance Sector

CrossCountry

Long Distance

Regional

East Coast

East Midlands Trains

Placeholder5

Placeholder6

First TransPennine Express

Virgin Trains

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

80%

80%

75%

75%

70%

70%

65%

65%

60%

60%

55%

55%

50%

50%

45%

45%

40%

40%

35%

35%

30%

30%

25%

25%

20%

20%

6.7 Value for money

77

6

6.7 Value for money

Regional Operators Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part One) Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part Two) Percentage of passengers satisfied 2008 to 2013

Regional Sector

Arriva Trains Wales

London And South East Sector

c2c

London And South East Sector

London Midland

Merseyrail

Northern Rail

Chiltern Railways

First Capital Connect

London Overground

South West Trains

ScotRail

Placeholder6

First Great Western

Greater Anglia

Southeastern

Southern

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

80%

80%

80%

75%

75%

75%

70%

70%

70%

65%

65%

65%

60%

60%

60%

55%

55%

55%

50%

50%

50%

45%

45%

45%

40%

40%

40%

35%

35%

35%

30%

30%

30%

25%

25%

25%

20%

20%

20%

6.7 Value for money

78

6

6.8 Sufficient room for all passengers to sit/stand National and Sector-Level Percentage of passengers satisfied 2008 to 2013

Long Distance Operators Percentage of passengers satisfied 2008 to 2013

National Total

London And South East

Long Distance Sector

CrossCountry

Long Distance

Regional

East Coast

East Midlands Trains

Placeholder5

Placeholder6

First TransPennine Express

Virgin Trains

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

95%

95%

90%

90%

85%

85%

80%

80%

75%

75%

70%

70%

65%

65%

60%

60%

55%

55%

50%

50%

45%

45%

40%

40%

6.8 Sufficient room for all passengers to sit/stand

79

6

6.8 Sufficient room for all passengers to sit/stand

Regional Operators Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part One) Percentage of passengers satisfied 2008 to 2013

London and South East Operators (Part Two) Percentage of passengers satisfied 2008 to 2013

Regional Sector

Arriva Trains Wales

London And South East Sector

c2c

London And South East Sector

London Midland

Merseyrail

Northern Rail

Chiltern Railways

First Capital Connect

London Overground

South West Trains

ScotRail

Placeholder6

First Great Western

Greater Anglia

Southeastern

Southern

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2008 2009 2009 2010 2010 2011 2011 2012 2012 2013

100%

100%

100%

95%

95%

95%

90%

90%

90%

85%

85%

85%

80%

80%

80%

75%

75%

75%

70%

70%

70%

65%

65%

65%

60%

60%

60%

55%

55%

55%

50%

50%

50%

45%

45%

45%

40%

40%

40%

6.8 Sufficient room for all passengers to sit/stand

80

7

Improved Unchanged Declined

7.1 London and South East Sector

Improvement/ decline in % satisfied/good since Autumn 2012

London and South East - % saying satisfied/good Peak Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

3228

3627

3685

3633

3368

3972

3477

3857

3666

3964

72

71

76

75

73

75

73

72

79

71

-8

-1

62 76 59 65 44 61 73 35 60 59 51 75

63 74 57 64 45 64 74 33 59 58 54 76

63 75 61 68 46 65 74 38 62 60 53 77

65 76 61 68 49 66 75 42 61 62 55 73

71 63 77 60 69 49 62 72 46 62 62 51 73

73 66 75 60 67 48 62 74 46 61 60 51 73

74 63 79 63 70 50 63 71 46 63 62 52 77

72 66 76 62 66 46 62 70 42 62 60 52 74

80 73 84 70 75 61 66 81 49 71 70 59 68 33 76

75 69 78 67 71 57 65 78 48 68 68 57 60 30 77

-5 -4 -6 -4 -4 -4 -1 -4 -1 -3 -2 -2 -8 -3 2

3 3 1 5 5 11 2 8 6 6 8 5 3

73 76 77 71 26 68 60 44 39 25 35 52 66 65 67 66 20 28

70 73 74 68 22 67 59 41 38 23 36 52 65 64 66 63 22 24

73 78 78 73 26 67 61 46 41 29 43 55 70 66 68 67 26 25

69 73 76 71 29 65 60 46 40 27 42 54 69 67 65 61 26 25

72 74 75 71 27 68 61 45 41 24 41 56 68 67 66 64 24 26

73 73 77 71 23 65 61 45 40 24 40 54 69 67 68 63 27 24

73 73 76 69 23 66 58 47 38 26 41 55 68 69 67 66 27 28

72 70 73 71 20 64 60 45 40 24 39 54 68 67 66 62 25 23

74 76 82 81 75 27 70 65 50 41 29 45 59 72 73 71 68 28 30

68 72 69 74 69 22 66 63 51 41 29 41 55 68 70 67 62 27 32

-6 -5 -13 -7 -6 -5 -5 -2 2 0 0 -4 -4 -5 -4 -3 -6 0 1

-1 -1 0 -2 2 1 3 6 1 4 2 1 0 3 1 0 3 8

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. London and South East total excludes non-franchised Train Operating Companies

7.1 London and South East Sector

-

81

7

Improved Unchanged Declined

7.1 London and South East Sector

Improvement/ decline in % satisfied/good since Autumn 2012

London and South East - % saying satisfied/good Off-Peak Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

13275

13373

12304

13841

14138

15154

13921

14735

14615

13288

84

82

84

84

85

85

86

84

86

83

-3

-1

69 78 63 69 50 69 74 42 64 61 58 84

71 76 61 67 49 68 74 43 62 61 57 82

70 79 63 69 50 69 75 45 65 63 58 83

71 77 61 67 48 69 75 47 62 64 56 84

76 72 80 64 70 50 71 75 47 66 65 59 86

75 72 79 64 70 48 70 74 47 64 66 57 84

78 74 80 66 71 49 70 74 49 68 67 58 87

76 73 81 66 71 49 71 75 48 66 68 59 83

79 73 81 70 74 55 71 76 49 69 70 58 68 48 86

75 74 80 67 72 52 70 74 47 64 67 58 61 45 81

-4 1 -2 -3 -2 -3 -1 -2 -2 -5 -3 1 -7 -3 -5

-1 1 -1 1 2 4 -1 0 -1 -2 -1 0 -2

75 81 84 73 45 73 68 54 50 36 70 71 79 71 72 71 34 37

75 80 84 73 39 73 66 54 51 36 71 72 79 70 72 70 35 36

76 83 84 73 45 73 68 56 52 36 72 72 80 72 72 72 37 36

77 82 85 75 47 73 68 59 54 36 72 72 81 74 71 68 40 35

77 83 86 76 48 75 71 61 55 38 73 75 82 76 74 73 41 41

77 81 85 77 44 75 71 60 55 37 73 74 82 75 74 70 40 37

78 82 85 77 46 77 72 60 56 38 74 75 83 77 76 76 42 39

78 82 86 78 43 77 72 60 56 37 75 75 82 77 76 74 42 39

83 77 83 86 78 46 77 73 61 54 37 73 75 82 78 77 75 41 46

80 76 78 85 76 42 74 71 61 52 36 71 73 80 76 73 71 40 37

-3 -2 -5 -1 -1 -4 -3 -1 0 -2 -1 -2 -2 -2 -2 -4 -4 -1 -9

-2 -3 -1 -1 -1 -3 -1 1 -4 -2 -4 -2 -2 -1 -3 -3 -2 -2

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 2. London and South East total excludes non-franchised Train Operating Companies

7.1 London and South East Sector

-

82

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

c2c - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

366

416

385

374

383

458

382

464

570

543

Overall satisfaction

89

89

90

90

88

88

91

87

92

89

-3

2

65 83 68 76 42 69 56 37 66 60 59 73

72 86 71 80 40 76 67 39 70 59 61 90

73 83 63 73 48 74 65 42 67 54 62 65

75 86 69 76 50 76 66 49 68 64 66 100

82 76 86 74 81 55 73 69 58 73 67 70 59

84 77 88 70 81 56 74 72 51 74 68 67 67

88 76 90 72 76 59 76 68 49 75 67 66 96

82 74 85 74 79 59 75 68 53 76 69 68 86

89 77 91 79 83 62 75 74 60 77 73 70 71 52 83

87 79 87 76 83 53 78 73 61 77 72 70 70 51 86

-2 2 -3 -3 0 -9 3 -1 2 0 -1 -1 -2 -1 2

5 5 3 2 4 -6 3 6 9 2 3 1 0

90 93 88 72 41 86 69 26 39 33 43 69 80 71 86 84 12 37

89 92 91 77 31 87 69 24 37 37 42 67 75 66 88 85 11 49

89 95 89 74 38 89 71 28 42 51 46 71 80 68 89 84 13 32

86 92 90 82 40 88 77 26 42 43 46 69 74 70 89 86 15 50

85 95 91 81 38 93 73 25 41 41 44 74 81 72 89 87 14 33

87 94 94 79 38 89 77 34 43 50 41 69 79 71 89 86 20 32

86 92 89 78 30 92 79 29 44 44 46 73 81 75 90 89 19 38

85 91 89 79 29 86 75 27 41 52 43 71 78 72 88 83 16 27

90 88 97 92 87 39 89 78 32 42 53 48 71 82 76 91 85 16 24

88 87 93 92 85 38 91 80 38 44 54 43 73 82 75 90 84 19 56

-2 -2 -4 0 -1 -1 2 2 6 2 1 -5 2 0 -2 0 -2 3 32

1 1 4 6 9 4 5 11 3 3 0 2 4 2 2 1 3 29

Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

83

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

c2c - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

643

638

669

684

701

741

649

650

601

516

Overall satisfaction

90

92

90

92

93

93

91

93

93

94

1

2

70 81 69 74 48 72 71 47 65 60 63 88

81 84 70 75 48 74 71 45 68 62 65 87

74 82 70 77 51 72 73 48 69 62 67 77

75 84 69 75 52 73 72 49 66 61 63 87

79 76 86 73 79 49 79 70 52 71 64 63 82

82 78 86 72 77 50 74 73 54 70 63 65 86

85 78 86 72 77 52 75 72 54 73 66 66 87

84 80 87 75 78 52 77 76 57 75 70 67 95

86 83 87 80 82 55 75 75 56 75 69 65 73 64 94

82 87 89 79 83 59 86 79 59 76 74 75 69 64 86

-3 4 2 -1 2 4 11 4 4 2 5 10 -4 0 -7

-2 8 2 4 5 7 9 2 2 1 4 8 -8

78 92 89 76 52 90 77 37 51 50 73 82 85 66 88 84 20 48

84 89 90 78 47 89 77 34 56 55 77 86 87 68 90 86 19 55

82 93 89 75 46 89 79 43 51 52 73 84 86 69 89 87 24 54

83 95 92 83 50 92 82 35 54 59 77 87 90 73 92 88 21 51

85 94 91 80 54 93 83 37 58 54 79 88 87 76 91 88 20 53

85 91 93 78 46 91 82 38 52 57 74 84 87 73 89 87 23 55

83 92 91 80 51 92 86 36 54 58 76 84 87 74 92 91 21 41

82 93 94 86 51 94 83 39 59 63 78 87 90 77 93 92 25 50

94 85 96 93 87 52 94 84 35 55 58 79 87 91 75 94 93 21 86

92 87 94 96 84 53 94 86 46 55 61 81 88 91 79 90 87 27 70

-1 2 -2 3 -3 1 0 2 11 0 3 2 1 0 4 -4 -5 6 -16

5 1 2 -2 2 0 3 7 -3 -2 3 1 0 2 -3 -4 1 20

Off-Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

84

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Chiltern Railways - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

255

229

249

210

286

279

315

384

252

301

Overall satisfaction

90

90

88

85

88

85

82

85

88

90

2

5

86 82 81 85 71 74 76 67 88 79 68 77

73 88 85 85 72 75 79 45 86 72 66 88

76 78 81 85 62 69 78 63 84 75 56 71

80 85 76 79 65 77 74 72 83 78 65 72

87 83 84 69 77 57 77 64 67 78 69 64 84

82 75 80 75 77 60 77 60 63 76 77 59 67

87 79 80 80 85 63 77 66 66 83 78 64 97

87 75 82 77 82 65 76 72 62 83 78 67 76

90 85 88 84 88 72 75 71 70 86 80 67 79 46 88

90 83 86 82 83 69 78 71 65 82 80 62 68 36 85

0 -2 -2 -1 -4 -3 3 0 -5 -4 1 -4 -11 -10 -3

3 8 4 6 2 4 2 -1 2 0 2 -5 10

84 94 88 78 41 86 70 35 47 42 54 71 90 81 89 86 19 45

80 93 89 68 25 80 72 48 55 42 59 71 83 85 82 79 15 28

81 91 86 70 36 84 67 39 54 46 59 71 85 85 90 83 19 43

80 91 85 74 44 84 69 59 48 44 47 65 85 84 85 75 27 46

82 90 79 70 37 77 71 50 52 41 59 69 86 82 83 81 28 47

79 82 79 62 27 86 69 53 52 46 54 67 82 84 85 79 28 35

72 69 79 72 29 86 71 46 43 42 53 69 82 83 88 83 24 30

73 82 84 73 29 82 68 53 56 46 56 67 86 83 85 80 29 20

89 79 89 84 70 34 87 75 56 50 55 57 75 84 90 88 82 34 55

86 74 85 84 74 31 85 77 55 50 46 63 74 85 86 85 79 29 41

-3 -5 -3 0 4 -2 -2 2 -1 0 -9 7 -1 1 -4 -2 -3 -5 -14

1 3 0 1 3 3 10 2 -6 0 8 6 -1 3 1 -1 0 20

Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

85

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Chiltern Railways - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

854

835

823

852

944

926

824

808

947

803

Overall satisfaction

90

90

93

92

91

89

90

92

92

89

-3

-3

84 84 81 83 65 76 68 68 80 74 64 86

82 86 80 83 66 79 68 72 80 74 63 82

82 86 81 82 65 82 73 71 83 77 65 91

82 87 76 80 58 79 71 71 77 74 60 90

84 80 85 80 85 67 74 76 70 80 75 64 87

86 83 84 77 82 63 79 78 68 79 76 67 87

91 85 85 85 89 70 76 77 70 86 79 68 87

88 85 87 80 84 67 79 81 66 83 77 69 92

86 80 85 83 86 67 80 77 72 82 79 64 80 60 85

83 83 85 79 85 67 79 73 73 79 74 63 73 56 85

-3 4 0 -4 -1 0 -1 -4 0 -3 -5 0 -7 -4 1

-5 -2 -2 -1 1 0 0 -8 6 -4 -3 -5 -6

84 90 87 73 58 86 75 56 52 48 77 81 90 85 84 83 30 49

86 92 90 77 54 80 75 54 51 49 77 76 90 79 80 80 32 38

84 93 90 72 55 84 76 55 58 53 83 83 94 86 83 85 33 57

86 93 89 77 57 81 75 54 57 49 80 81 92 83 79 76 35 32

85 91 86 72 59 84 73 63 57 58 81 81 92 86 84 83 39 53

83 90 84 73 54 85 75 58 57 57 79 80 90 82 85 80 40 49

83 86 89 77 57 90 79 66 65 54 85 86 91 87 87 86 42 44

82 88 89 76 55 88 77 65 64 56 82 85 90 86 86 84 42 45

90 80 90 89 73 53 89 78 56 56 52 78 83 89 85 85 83 36 49

88 78 91 89 77 50 84 74 58 57 58 79 82 88 85 83 81 35 49

-1 -2 0 -1 4 -4 -5 -4 2 2 5 1 -1 -1 -1 -2 -2 -1 -1

-4 3 0 0 -6 -4 -3 -8 -7 2 -3 -3 -2 -1 -3 -3 -7 4

Off-Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

86

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

First Capital Connect - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

395

409

521

522

513

547

641

649

490

540

Overall satisfaction

65

69

63

62

65

71

73

69

73

68

-6

-1

62 69 56 64 39 59 67 36 54 63 52 76

63 67 60 63 44 59 68 27 57 60 53 73

65 68 54 62 37 64 67 37 52 60 53 74

56 65 52 64 40 60 75 34 50 60 50 57

66 65 74 56 67 46 61 72 48 57 61 55 72

68 64 71 60 69 48 66 73 51 58 59 49 79

75 65 74 66 73 53 62 76 49 64 64 51 75

76 70 77 67 74 47 66 73 50 65 65 56 82

83 74 83 72 79 65 69 81 54 77 74 67 67 37 80

78 72 77 71 77 56 65 82 50 72 74 62 59 33 79

-5 -1 -6 -1 -3 -9 -4 1 -4 -4 0 -6 -8 -3 -2

1 3 0 4 2 9 -1 9 0 7 9 6 -3

72 70 79 73 23 57 44 22 30 17 24 41 53 58 59 57 9 26

65 66 75 70 25 63 49 29 34 12 31 47 62 63 65 59 5 28

70 66 76 76 24 56 44 24 30 18 34 47 65 65 62 58 7 26

55 62 76 65 23 52 40 27 30 19 35 42 62 63 52 47 7 18

71 60 76 75 23 57 44 25 35 16 34 45 60 61 55 51 5 21

70 64 75 72 20 58 43 23 36 18 43 53 66 67 66 55 7 24

72 68 75 72 24 58 44 27 35 17 37 48 61 68 60 54 8 34

71 63 75 71 21 53 44 30 37 19 40 48 67 67 59 50 10 23

66 75 76 79 73 20 53 48 37 38 23 41 50 71 71 60 48 11 24

57 71 64 75 71 22 48 41 29 35 25 38 49 63 67 56 49 7 29

-9 -5 -12 -4 -1 2 -5 -7 -8 -3 3 -3 -1 -8 -3 -4 1 -4 5

-1 1 0 1 1 -6 -3 -1 -2 7 -2 0 -4 1 -2 0 -3 6

Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

87

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

First Capital Connect - % saying satisfied/good Off-Peak Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1204

1252

1033

1114

1105

1269

1239

1351

1301

1222

81

78

79

82

80

80

83

82

83

79

-4

-3

68 77 63 67 49 67 70 41 60 60 56 90

70 73 60 68 44 66 70 45 58 61 55 88

70 77 64 72 50 67 72 44 64 62 58 83

69 72 60 67 42 68 71 46 60 61 54 82

72 71 73 58 66 45 66 69 43 62 61 54 91

70 67 74 60 68 42 67 70 43 57 59 49 78

76 70 78 62 69 48 68 71 44 64 65 57 88

74 70 79 67 72 47 73 76 43 65 67 56 84

77 70 79 65 73 51 71 79 42 69 71 58 65 47 87

73 67 78 66 74 50 68 72 40 65 67 54 56 43 81

-4 -3 -1 2 0 0 -3 -7 -2 -4 -4 -4 -9 -3 -6

-1 -3 -1 0 2 3 -4 -5 -3 -1 0 -2 -3

78 80 85 76 40 63 51 35 46 30 68 63 76 66 65 61 17 33

76 74 85 75 33 63 51 29 48 28 69 67 78 65 67 63 12 37

75 78 85 76 40 63 52 31 45 26 72 66 82 69 66 63 18 35

76 77 85 75 44 66 55 39 48 28 70 64 79 66 65 60 14 28

76 74 84 75 43 63 46 39 47 26 69 66 80 69 64 58 17 44

75 78 87 76 36 61 49 34 51 29 65 65 78 69 63 52 14 25

78 80 86 77 44 65 48 34 47 29 70 67 80 68 67 63 17 32

81 80 86 77 39 64 52 39 50 32 69 67 79 73 66 59 19 34

76 80 83 89 81 44 62 50 39 47 28 67 63 78 73 66 59 17 36

70 77 73 84 77 36 54 48 39 42 26 66 62 77 71 57 52 15 27

-5 -3 -9 -5 -4 -9 -8 -2 0 -4 -2 -1 -2 -1 -3 -10 -7 -3 -8

-4 -7 -2 0 -3 -10 -4 -1 -8 -7 -4 -5 -2 -2 -10 -7 -5 -7

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

88

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

First Great Western - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

446

460

397

393

489

565

418

453

428

428

Overall satisfaction

79

75

76

78

76

76

76

79

81

74

-7

-5

72 76 70 74 60 70 74 45 69 67 57 83

78 79 62 72 60 66 79 46 66 67 55 82

71 76 58 68 49 66 72 38 64 63 52 82

73 82 59 62 55 70 78 46 61 65 57 86

74 71 76 55 63 60 65 76 48 62 70 55 82

69 71 76 55 59 57 63 77 50 60 66 52 76

79 75 84 66 73 63 69 74 49 68 71 61 91

79 75 82 61 66 58 70 76 51 66 71 60 81

85 78 85 72 78 70 73 78 51 71 76 64 73 38 83

80 71 86 74 76 64 72 77 51 68 73 59 62 45 82

-5 -7 1 2 -3 -6 0 -1 0 -3 -4 -5 -11 7 -2

0 -4 4 13 9 5 2 1 -1 2 1 -1 1

74 70 78 64 38 80 66 62 58 48 55 67 74 81 79 69 37 43

73 72 76 67 34 78 64 58 51 46 52 64 75 78 78 77 37 38

74 76 77 72 30 76 64 61 54 44 50 68 71 72 75 71 38 31

76 79 82 68 35 80 73 72 50 45 47 63 73 74 77 70 48 49

75 72 77 73 36 77 61 60 46 43 52 66 71 79 75 73 41 36

81 75 80 74 30 76 65 66 49 32 50 68 71 80 78 70 45 44

83 72 82 69 35 77 68 73 48 40 49 69 77 79 76 75 45 50

78 76 80 71 31 75 65 61 49 30 48 62 71 79 76 73 41 34

78 80 78 79 72 31 81 68 61 51 35 50 65 70 80 76 75 42 41

71 76 71 77 68 26 81 65 63 53 39 52 60 69 76 76 66 42 39

-7 -5 -8 -2 -4 -5 0 -3 2 2 4 2 -5 -2 -4 0 -9 0 -2

-3 -5 -2 -3 -4 6 0 2 4 8 4 -2 -3 -3 -1 -7 1 5

Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

89

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

First Great Western - % saying satisfied/good Off-Peak Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

2615

2489

2504

2552

2885

2971

2542

2591

2609

2568

81

83

83

84

83

82

84

82

83

81

-2

-1

73 76 67 72 59 71 71 55 68 66 58 87

77 77 65 70 59 71 71 56 67 67 59 85

74 80 66 72 59 74 74 56 70 68 61 84

75 78 65 70 57 75 73 54 67 67 61 88

75 71 78 64 69 54 75 69 60 66 68 58 86

75 73 78 61 68 53 74 71 59 66 67 62 91

77 75 81 66 71 53 74 71 58 67 71 60 86

76 75 81 65 71 53 76 70 55 66 69 62 88

78 74 83 68 73 58 75 72 58 68 71 58 68 50 89

76 77 83 68 73 56 75 69 55 65 69 63 63 49 91

-2 3 0 0 0 -2 1 -3 -3 -2 -3 6 -5 -1 2

0 2 1 3 2 3 0 -1 0 0 -1 1 2

76 76 84 71 53 73 62 64 51 42 67 70 75 77 71 68 42 42

75 81 85 71 48 74 64 67 54 45 69 71 77 77 72 69 46 39

77 80 84 72 54 72 63 67 53 45 71 70 76 78 71 69 49 43

79 84 87 75 56 69 64 68 54 43 71 68 78 78 68 63 48 48

78 80 86 74 58 73 66 71 54 43 70 69 77 79 72 70 53 43

75 77 85 73 52 72 64 70 56 42 72 71 78 78 71 64 50 43

78 80 87 77 55 78 68 70 55 45 70 74 78 80 76 74 51 44

76 78 86 74 50 77 68 67 54 46 69 74 77 81 77 73 50 42

81 75 79 86 73 56 78 69 68 53 46 67 73 77 79 77 73 48 49

80 76 77 84 73 51 75 68 69 57 43 70 74 77 79 74 70 49 45

-1 2 -2 -2 0 -5 -3 -1 1 4 -3 3 1 0 0 -3 -3 1 -4

1 -1 -2 0 1 -2 0 2 3 -3 1 0 0 -2 -3 -3 -1 3

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

90

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Greater Anglia2 - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

461

486

510

539

344

411

401

534

513

553

Overall satisfaction

69

63

72

71

74

74

68

63

76

68

-8

5

62 74 66 69 49 56 77 31 63 58 48 77

63 69 60 66 50 60 70 26 60 55 54 75

67 75 65 71 55 60 75 38 67 60 55 84

64 72 62 68 55 62 75 32 63 58 53 75

72 65 75 63 74 53 61 80 57 70 60 48 72

77 66 77 63 69 51 60 78 53 63 62 49 68

70 62 75 65 72 54 62 77 52 66 59 52 66

70 67 72 65 63 48 51 72 38 61 57 46 51

82 73 84 75 80 68 58 83 49 76 72 55 67 31 67

78 70 78 71 71 61 57 81 51 69 64 58 68 28 80

-5 -2 -6 -4 -9 -8 -1 -2 3 -8 -7 3 1 -3 13

8 4 6 5 8 12 5 8 13 8 7 11 29

70 69 71 64 17 55 56 39 39 19 35 44 67 58 58 52 18 33

64 64 67 63 16 44 52 39 36 14 33 37 63 58 51 47 16 20

74 73 73 71 21 48 48 41 38 26 38 41 63 58 53 52 18 34

69 70 72 68 23 44 49 35 37 20 38 40 68 57 50 45 15 19

69 76 72 64 18 48 50 37 39 18 37 41 72 64 55 47 13 31

70 68 73 69 20 47 54 36 38 21 35 35 69 61 56 50 18 25

73 72 71 63 13 43 46 35 32 18 44 39 71 61 57 55 19 29

64 58 65 62 14 51 51 38 39 19 36 42 64 53 51 47 16 16

66 73 78 78 75 22 55 57 41 44 27 45 47 76 68 61 58 19 30

63 74 65 69 64 18 51 52 38 42 26 37 42 68 65 55 50 16 17

-3 1 -13 -9 -11 -5 -4 -5 -3 -2 -1 -8 -5 -8 -3 -6 -8 -3 -13

10 6 4 2 4 0 1 0 3 7 1 0 4 12 3 3 0 1

Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

2. Greater Anglia from Spring 2012 (5th February 2012). Previously National Express Anglia

7.2 London and South East Operators

91

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Greater Anglia2 - % saying satisfied/good Off-Peak Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1612

1715

1506

1633

1729

1986

1798

1920

1643

1714

80

80

81

79

81

79

80

76

85

79

-5

3

65 76 64 70 52 70 76 44 65 59 58 82

69 74 64 69 51 68 82 40 63 59 55 81

68 75 68 74 53 65 80 50 69 65 56 81

70 78 64 68 54 65 79 46 64 63 54 81

72 69 77 64 70 51 71 78 49 65 63 58 83

72 69 72 63 68 51 69 78 49 62 61 53 86

75 72 75 68 72 52 70 77 50 66 64 56 84

72 70 74 66 69 50 70 77 51 63 66 56 82

79 73 79 69 73 57 71 79 51 70 68 56 66 49 86

74 74 77 68 71 55 70 78 49 64 65 57 56 43 85

-4 1 -2 -2 -2 -1 -1 -2 -2 -6 -2 2 -9 -6 -1

2 4 2 2 2 5 0 1 -2 0 -1 1 3

74 79 83 72 38 63 62 49 49 26 67 63 76 67 66 62 26 35

73 77 81 73 32 59 61 50 49 29 66 61 78 67 63 56 25 33

72 81 82 73 38 59 61 45 50 31 69 63 78 69 61 60 24 32

76 78 82 74 41 55 58 47 53 27 67 61 78 68 59 48 24 30

75 81 85 74 40 58 56 52 56 32 72 63 78 67 60 53 28 43

74 77 82 75 40 58 58 49 53 30 69 63 78 65 63 54 28 29

76 79 84 74 39 59 61 51 56 34 74 66 80 68 65 60 31 33

75 73 83 78 35 57 57 49 57 36 76 64 80 68 58 56 30 34

75 78 84 87 79 41 58 64 49 57 37 77 67 83 73 62 58 27 51

72 77 76 84 75 40 54 62 53 51 37 70 63 81 68 58 50 29 32

-4 -1 -8 -3 -5 -1 -4 -2 3 -6 0 -7 -4 -2 -5 -4 -8 1 -19

2 3 1 -3 5 -3 5 4 -6 1 -6 -1 1 0 -1 -6 -1 -2

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

-

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

2. Greater Anglia from Spring 2012 (5th February 2012). Previously National Express Anglia

7.2 London and South East Operators

92

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

London Midland - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

224

209

187

181

84

95

75

82

94

144

Overall satisfaction

61

49

80

76

86

64

79

73

81

63

-18

-10

53 73 55 64 40 51 72 42 56 53 44 60

56 57 49 60 41 56 67 44 47 54 42 70

60 71 60 69 46 56 72 49 58 64 48 81

58 73 55 71 56 67 79 52 61 61 49 83

82 75 88 67 75 70 70 65 59 82 82 59 67

84 78 74 71 77 65 64 78 57 74 69 53 90

77 56 78 69 74 53 69 70 48 61 63 39 100

73 74 86 64 74 65 76 66 56 67 70 60 100

77 85 89 69 75 64 72 76 55 71 82 53 59 29 100

77 68 77 67 76 63 75 79 57 69 66 55 54 22 86

0 -17 -12 -2 1 -2 2 3 3 -2 -16 2 -6 -7 -14

4 -6 -9 3 1 -3 -1 13 1 2 -4 -5 -14

57 66 78 59 19 49 46 23 28 13 19 31 51 60 50 49 10 17

39 41 59 50 11 53 43 37 30 14 26 43 58 58 57 50 12 7

66 68 80 61 22 80 61 38 39 51 44 61 72 72 80 78 23 34

63 67 81 72 23 83 70 37 42 40 48 61 78 76 81 76 22 20

86 88 77 76 14 83 70 51 56 54 40 59 81 84 82 88 29 25

73 58 75 55 18 84 59 43 53 45 40 60 77 83 83 74 23 17

75 73 79 76 15 76 64 55 39 55 30 63 81 82 75 76 37 25

80 70 77 67 25 79 57 52 42 24 30 53 78 69 78 75 33 46

74 76 75 84 76 22 88 73 61 50 53 49 66 88 90 82 81 48 42

64 68 58 64 61 20 78 59 47 47 38 32 46 73 74 76 74 27 24

-10 -7 -16 -20 -15 -2 -10 -13 -14 -3 -15 -17 -20 -15 -16 -5 -7 -21 -18

-11 -11 -13 -6 -5 -1 3 -5 5 14 2 -7 -4 5 -2 -1 -6 -22

Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

93

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

London Midland - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

813

981

883

893

985

1130

1058

1110

1014

1005

Overall satisfaction

83

83

88

88

86

84

85

87

84

82

-2

-6

69 79 60 68 46 68 68 41 62 61 55 81

75 76 57 66 48 71 66 43 60 63 57 82

75 82 64 70 46 69 65 48 62 64 56 80

75 82 64 71 48 69 69 49 64 64 56 88

78 76 84 68 71 49 74 67 49 66 63 57 86

76 78 82 62 68 47 70 70 54 64 66 59 90

75 80 84 69 72 49 74 67 53 67 68 60 91

78 78 83 67 72 47 73 69 56 67 67 59 86

76 74 85 71 75 54 73 68 58 69 70 56 72 54 88

73 73 80 66 70 53 70 71 44 60 66 55 64 47 81

-3 -2 -5 -5 -5 0 -4 2 -14 -9 -4 -1 -8 -7 -7

-4 -6 -2 -1 -1 6 -3 1 -12 -7 -2 -4 -5

78 78 87 68 52 75 60 52 48 43 70 70 80 74 77 75 35 32

75 76 86 74 50 74 57 56 51 50 69 71 79 72 74 74 38 32

82 82 88 75 56 82 63 63 54 53 78 75 83 77 83 82 39 37

84 84 90 78 61 79 63 60 52 49 70 73 83 76 75 74 41 40

78 80 87 75 58 76 66 58 57 53 76 74 81 79 77 77 42 41

77 77 87 76 54 74 66 64 53 48 71 72 81 76 73 72 44 33

78 79 86 73 54 80 68 65 53 51 69 74 81 78 80 80 48 42

83 82 90 78 54 84 75 63 58 52 77 81 86 81 82 83 45 49

84 78 75 84 76 54 84 76 66 56 52 73 80 81 78 83 83 48 46

81 76 70 86 72 54 80 71 59 55 54 69 77 80 75 76 77 42 33

-3 -2 -5 2 -4 0 -4 -5 -7 -1 2 -4 -3 0 -3 -7 -6 -6 -13

-7 -11 -4 -6 0 -4 -4 -4 -4 3 -7 -4 -6 -6 -6 -6 -4 -16

Off-Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

94

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

London Overground - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Sample size

-

127

119

100

23

124

Overall satisfaction

-

77

85

74

83

94

-

66 72 48 59 40 65 73 27 46 59 55 65

47 68 47 51 30 63 78 13 52 51 46 84

68 72 50 52 33 62 70 41 43 49 46 62

86 31 70 55 66 8 19 78 10 55 16 28 100

-

75 82 83 68 40 49 46 38 34 9 36 41 59 56 55 53 13 17

70 83 88 82 46 41 39 21 38 1 48 49 61 50 50 49 5 48

65 72 81 74 38 49 49 26 42 3 44 50 60 49 49 53 14 26

62 83 83 74 5 70 94 17 36 12 35 44 61 51 87 84 12 11

Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Spring 2012

Autumn 2012

Spring 2013

% significant change change

17

40

30

41

91

100

96

87

-9

-13

73 63 82 64 75 40 69 93 30 53 52 45 96

83 86 78 55 83 59 52 56 21 52 74 34 0

89 97 92 84 94 46 74 74 43 82 77 78 100

96 73 98 92 82 71 80 72 64 73 74 70 86 63 100

78 69 74 69 71 51 69 83 69 62 81 65 56 53 69

-18 -4 -23 -23 -11 -21 -10 11 5 -11 7 -5 -30 -11 -31

-11 -27 -18 -15 -23 4 -5 9 26 -20 4 -13 -31

80 85 91 88 47 93 88 22 54 4 64 76 82 80 94 87 11 39

88 89 80 86 16 91 61 20 62 12 57 84 81 79 91 91 18 0

74 87 84 81 32 98 89 29 77 31 92 72 95 91 98 93 29 100

99 85 99 91 92 45 94 96 41 48 69 70 86 99 94 86 89 26 0

98 67 75 69 69 26 95 90 47 58 22 69 81 94 84 91 88 27 26

-1 -18 -24 -22 -22 -19 1 -6 6 10 -47 -1 -5 -5 -11 5 -2 1 26

-6 -12 -16 -11 -6 -3 1 18 -19 -9 -23 9 -1 -7 -6 -6 -2 -74

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

95

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

London Overground - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

779

882

738

912

727

824

1229

1162

1104

1070

Overall satisfaction

77

75

82

72

85

89

92

90

93

92

-1

2

64 62 61 67 30 68 70 20 62 55 57 91

64 66 63 66 31 63 73 23 60 56 60 72

58 69 63 66 30 68 73 25 60 60 64 71

56 62 55 62 29 65 76 29 51 58 55 73

74 67 75 67 78 32 73 77 22 66 63 62 78

79 75 77 74 79 29 68 76 19 69 67 58 68

81 78 80 75 78 34 67 75 27 72 68 57 88

81 73 82 77 78 35 65 76 35 71 70 60 90

86 77 83 78 80 45 68 76 32 77 73 62 70 57 86

79 70 82 77 80 43 69 77 33 71 68 63 60 45 84

-7 -7 -1 -1 0 -2 1 0 1 -6 -5 1 -10 -12 -2

-2 -3 0 0 2 8 4 1 -2 0 -1 3 -7

52 66 77 65 59 48 51 32 41 9 46 47 57 53 55 56 15 27

57 61 80 70 51 53 52 33 42 9 48 53 56 54 60 59 19 23

60 67 79 69 56 63 67 36 43 12 57 54 69 62 70 71 24 15

51 62 79 65 49 73 63 48 52 10 59 67 67 65 73 71 32 18

74 76 87 83 60 92 84 52 62 18 68 81 81 75 92 93 37 28

77 78 90 82 53 96 86 44 60 10 76 84 86 81 94 92 26 50

82 83 87 81 54 96 87 54 69 19 80 86 89 82 93 91 37 42

79 88 89 84 49 95 86 57 63 17 77 83 84 80 92 90 37 42

92 79 88 88 83 57 94 86 58 62 16 76 85 86 83 93 92 43 42

92 79 87 90 82 48 92 85 60 58 12 72 81 81 80 91 89 42 36

0 1 -1 2 -1 -9 -2 -1 3 -4 -4 -4 -4 -5 -3 -2 -3 0 -6

0 -1 1 -3 -1 -2 0 3 -5 -5 -5 -1 -3 1 -2 -1 5 -6

Off-Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

96

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

South West Trains - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

277

354

270

200

357

380

324

282

285

377

Overall satisfaction

77

74

86

76

82

79

76

80

80

72

-8

-8

58 83 54 60 45 68 74 45 57 61 53 80

61 83 54 63 39 70 76 48 61 63 56 79

57 82 63 65 48 73 75 44 66 61 49 91

58 84 63 63 53 74 82 52 65 69 55 70

75 65 83 63 71 40 63 66 58 64 67 46 61

77 70 80 61 61 49 67 71 53 64 64 46 75

69 60 82 55 58 40 67 65 55 55 59 48 69

67 66 81 55 58 36 64 64 41 54 61 46 91

82 82 87 71 75 58 64 84 58 74 71 54 64 24 80

79 77 81 71 75 66 72 82 59 73 71 56 64 24 74

-3 -5 -6 0 0 8 8 -2 1 -1 0 2 0 -1 -6

12 10 0 16 17 30 8 18 17 20 10 10 -16

76 84 79 77 22 80 70 61 47 29 39 59 67 73 74 78 32 40

79 84 80 77 21 84 70 59 50 32 43 63 73 75 76 75 44 42

78 90 77 78 24 79 71 66 57 31 50 65 79 74 71 77 50 34

78 84 80 76 28 75 71 53 44 19 45 61 69 78 70 73 36 38

80 86 83 80 26 78 69 55 50 25 42 68 70 75 71 72 40 28

79 87 82 81 24 75 72 65 45 24 37 58 72 75 69 69 44 26

73 83 76 70 21 76 69 63 43 26 31 59 74 75 73 77 48 32

79 78 73 76 20 77 68 63 44 28 32 52 74 78 72 70 49 35

76 81 89 76 72 23 81 72 66 47 28 40 64 70 80 74 78 47 53

70 72 72 70 67 18 75 72 72 44 23 32 58 67 79 73 74 48 43

-6 -9 -17 -6 -4 -5 -5 1 6 -4 -5 -8 -6 -2 -1 0 -4 2 -10

-7 -6 -2 -9 -2 -2 4 9 -1 -6 1 6 -7 1 1 4 0 8

Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

97

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

South West Trains - % saying satisfied/good Off-Peak Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1712

1672

1549

1688

1939

1939

1776

2052

2090

1627

88

86

85

86

88

86

85

84

86

83

-3

-1

70 81 60 67 48 69 75 42 63 62 58 84

73 81 59 64 50 68 77 43 65 63 57 82

69 82 56 62 47 66 76 46 63 62 56 83

69 78 54 60 43 67 74 46 58 64 52 85

78 73 84 62 67 52 69 77 49 67 68 57 81

73 71 84 58 63 50 69 75 46 63 68 54 80

75 73 81 57 63 47 66 75 56 62 65 54 89

75 71 84 58 64 48 70 76 53 63 69 56 81

77 72 83 67 70 58 68 76 55 66 68 52 65 44 83

73 73 81 62 67 54 67 74 47 61 66 54 60 41 75

-4 1 -2 -5 -3 -4 0 -3 -8 -6 -2 2 -6 -3 -8

-2 2 -3 4 3 6 -2 -2 -6 -3 -3 -2 -6

80 87 85 76 46 85 79 62 59 44 77 82 82 78 79 82 47 42

81 91 87 78 38 86 78 65 57 38 78 82 83 77 78 79 50 39

79 89 84 77 42 82 74 66 56 39 75 81 80 76 75 77 50 41

79 88 86 76 44 83 76 67 60 38 75 78 80 79 75 75 54 43

79 90 87 78 46 83 78 72 60 41 76 81 85 83 77 80 55 42

78 86 84 77 39 82 78 69 60 38 76 80 82 80 75 76 54 34

77 84 83 77 41 80 75 68 55 39 73 77 83 79 75 79 55 42

79 83 84 76 39 83 77 69 61 41 79 79 83 82 79 79 56 37

84 76 85 83 74 40 79 75 71 57 37 72 77 81 81 77 79 54 48

81 74 78 83 75 37 79 73 69 56 32 70 75 79 80 74 76 51 45

-3 -3 -7 0 1 -2 0 -1 -2 -1 -6 -2 -2 -2 0 -3 -3 -2 -3

-5 -5 0 -1 -2 -4 -3 0 -6 -9 -9 -4 -4 -1 -6 -3 -5 8

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

98

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Southeastern - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

398

484

555

637

487

608

487

510

515

651

Overall satisfaction

67

68

73

76

66

72

73

72

79

68

-11

-5

59 72 53 60 39 59 75 28 53 53 45 74

60 69 51 57 43 63 76 25 53 52 53 74

56 73 57 64 42 62 77 33 56 56 50 71

66 74 65 70 49 64 73 41 63 61 55 81

67 57 74 56 65 51 58 72 33 56 59 50 67

72 63 73 60 66 43 59 76 37 61 58 53 74

75 58 78 61 72 52 63 73 39 64 60 55 75

72 62 74 60 67 48 62 73 34 61 57 54 72

74 64 79 66 71 56 64 83 37 63 64 58 65 33 73

71 63 74 63 67 52 62 75 35 64 66 58 53 29 77

-3 0 -5 -3 -3 -4 -3 -8 -3 1 2 -1 -12 -4 4

-1 1 0 4 1 4 0 2 1 3 8 3 5

69 74 73 69 24 63 53 37 33 15 27 47 63 57 59 60 16 20

70 76 71 68 18 59 51 27 29 15 25 42 58 54 57 55 12 17

69 79 78 69 24 61 58 33 33 15 37 47 66 60 63 58 16 16

69 67 72 70 29 64 58 47 41 22 43 54 69 64 64 58 27 30

64 65 65 65 26 66 62 40 34 20 37 54 63 58 60 62 20 23

69 70 75 65 21 61 58 41 37 19 38 52 68 61 62 61 22 18

70 70 74 66 25 65 55 42 37 22 42 52 69 66 64 62 23 21

74 72 71 70 17 61 59 44 35 17 36 56 67 63 63 63 20 24

73 74 82 82 74 29 69 63 46 38 20 45 58 69 68 67 66 26 23

67 70 67 73 68 20 64 61 50 41 23 44 55 68 65 63 58 28 31

-6 -4 -15 -9 -6 -9 -6 -2 4 3 4 -1 -3 -1 -4 -4 -8 2 8

-3 -5 2 -2 3 3 3 6 5 6 8 -1 1 1 0 -4 8 8

Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

99

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Southeastern - % saying satisfied/good Off-Peak Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1232

1052

959

1362

1178

1322

1088

1212

1156

1036

86

81

84

84

86

87

88

85

87

84

-3

-1

66 77 63 69 50 70 79 37 64 61 59 81

68 74 59 66 47 68 72 35 58 57 54 78

72 78 63 69 50 67 73 38 63 57 54 87

72 77 64 69 51 70 74 48 63 65 58 85

79 72 82 65 70 50 74 76 44 67 63 62 95

77 74 79 67 71 51 71 74 48 65 65 59 89

80 72 81 66 73 50 72 76 51 70 64 57 82

74 73 78 67 71 51 69 73 44 67 64 58 77

76 72 78 70 74 57 70 74 46 66 67 58 67 47 84

75 75 78 66 72 50 67 77 52 64 63 56 62 49 79

-1 3 0 -4 -2 -7 -3 4 5 -1 -4 -1 -5 3 -5

1 2 0 -1 1 -1 -2 4 7 -2 -1 -2 2

71 82 85 72 43 72 68 53 46 29 71 71 83 67 69 69 29 39

74 78 83 71 34 69 60 46 43 27 70 69 79 63 67 65 25 34

75 83 83 68 40 68 70 54 49 24 72 69 83 66 68 67 31 30

75 82 81 73 45 71 67 62 52 39 75 72 85 73 72 66 39 28

79 85 86 76 46 77 70 58 54 41 75 77 84 71 76 73 36 46

80 83 83 74 39 73 69 62 52 29 77 72 84 71 71 67 39 32

79 86 85 73 42 76 73 58 56 38 76 75 85 75 76 74 38 32

77 83 83 73 40 77 73 61 55 34 74 73 85 73 75 71 40 38

83 78 86 87 78 42 77 74 57 53 36 78 77 86 75 76 73 36 49

80 78 82 84 76 37 74 73 60 51 42 76 75 84 72 71 69 37 32

-3 0 -4 -3 -3 -5 -4 -1 3 -2 6 -2 -2 -3 -3 -5 -4 2 -17

1 -1 1 3 -3 -4 0 0 -4 8 2 2 -1 -1 -4 -2 -2 -6

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

100

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Southern - % saying satisfied/good Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

Sample size

406

453

492

477

402

505

417

459

489

386

Overall satisfaction

77

72

77

80

76

73

67

63

75

71

-4

7

65 78 61 66 44 58 75 29 63 61 54 72

59 78 55 66 46 57 75 28 59 60 52 78

68 76 64 75 48 66 74 36 68 63 55 74

71 80 58 67 45 68 73 43 59 60 58 63

68 58 74 56 67 43 62 74 31 58 59 46 83

68 60 72 54 65 43 55 73 36 55 55 47 65

71 66 78 63 67 41 54 65 36 60 61 41 76

66 58 71 55 60 34 57 61 34 56 53 43 65

78 65 81 62 69 55 65 82 29 62 69 52 72 23 62

65 54 72 51 61 52 53 74 27 56 62 47 55 19 74

-13 -11 -10 -11 -9 -3 -12 -9 -2 -7 -7 -5 -17 -5 12

-1 -4 0 -3 0 18 -4 13 -6 0 9 4 10

71 80 81 76 33 73 69 51 44 36 40 60 70 68 72 73 23 23

64 67 73 62 21 70 66 43 38 26 42 60 64 67 72 69 26 21

73 74 78 76 29 76 72 54 42 36 51 64 74 70 77 78 37 21

68 76 77 75 35 71 71 51 42 36 44 62 69 68 73 70 37 12

71 77 76 70 32 70 67 58 47 27 51 62 69 71 74 69 37 29

70 67 73 70 22 64 63 43 41 23 41 60 65 67 71 65 30 25

73 68 76 72 24 65 61 51 38 28 40 60 55 67 69 68 31 26

64 61 72 68 22 63 64 38 40 24 42 58 57 64 70 60 22 21

72 69 75 82 78 32 71 69 42 33 28 47 63 69 73 73 72 18 22

64 63 60 71 66 23 60 65 37 36 28 42 56 59 66 65 57 17 23

-8 -5 -15 -11 -12 -10 -10 -3 -5 4 0 -5 -7 -10 -7 -7 -15 -2 1

-1 -1 -1 -2 1 -3 2 -2 -3 4 0 -2 2 3 -4 -3 -5 2

Peak Overall sample size 1059

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

% significant change change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

101

7

Improved Unchanged Declined

7.2 London and South East Operators

Improvement/ decline in % satisfied/good since Autumn 2012

Southern - % saying satisfied/good Off-Peak Overall sample size 1059 Sample size Overall satisfaction

% significant change change

Improvement/ decline in % satisfied/good since Spring 2012

Autumn 2008

Spring 2009

Autumn 2009

Spring 2010

Autumn 2010

Spring 2011

Autumn 2011

Spring 2012

Autumn 2012

Spring 2013

% significant change change

1811

1857

1640

2151

1945

2046

1718

1879

2150

1727

85

82

84

85

84

85

87

84

83

80

-3

-4

70 81 62 68 50 68 76 37 62 61 58 81

69 78 60 66 49 65 74 43 61 59 56 78

67 80 62 69 51 72 77 34 62 64 60 84

73 78 60 70 52 70 79 43 63 64 61 85

76 71 82 65 70 50 70 77 45 65 63 59 86

75 73 78 65 72 51 72 75 44 66 68 62 86

80 75 82 69 74 53 74 76 47 71 70 63 87

77 72 80 67 71 51 72 75 41 67 68 62 82

78 71 80 70 76 57 73 79 43 69 70 62 69 42 84

75 74 77 65 71 53 71 75 42 63 67 61 62 43 76

-3 3 -3 -5 -5 -5 -3 -4 -1 -6 -3 -1 -7 1 -8

-3 2 -3 -2 0 2 -2 1 1 -4 -1 0 -6

73 80 83 72 44 77 76 55 49 41 68 73 79 69 75 74 38 36

69 75 81 68 40 75 75 57 53 40 74 75 81 70 74 72 37 36

76 81 85 71 46 76 77 57 52 43 74 76 80 73 76 77 38 39

76 80 86 76 48 73 76 59 51 36 74 75 81 74 74 73 42 34

73 80 84 75 46 72 78 61 51 35 72 74 81 76 71 75 42 37

77 81 86 78 45 75 77 60 52 43 74 74 82 76 74 74 42 38

77 81 86 77 47 73 76 63 51 39 72 74 81 78 73 75 42 40

77 81 86 78 42 68 73 57 49 31 71 71 79 74 70 72 40 41

81 76 77 84 77 44 72 76 59 48 38 70 71 78 76 74 71 38 42

78 71 75 82 76 40 71 74 59 45 36 69 70 78 76 71 69 38 32

-4 -4 -2 -2 -1 -4 -1 -1 0 -3 -1 -1 -2 0 0 -3 -2 0 -10

-5 -7 -3 -2 -2 3 1 1 -4 6 -2 -2 0 2 1 -3 -2 -8

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays

1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

7.2 London and South East Operators

-

102

8

Improved Unchanged Declined

8.1 Individual train company results by route

Overall satisfaction Overall sample size 1059 Arriva Trains Wales: North Wales Arriva Trains Wales: South Wales Arriva Trains Wales: Valley c2c Chiltern Railways: North Chiltern Railways: South CrossCountry: Birmingham - Manchester CrossCountry: Birmingham - North East And Scotland CrossCountry: Birmingham - South Coast CrossCountry: Birmingham - South West CrossCountry: Birmingham - Stansted CrossCountry: Nottingham - Cardiff East Coast: London - East Midlands/East Of England East Coast: London - North East & Scotland East Coast: London - Yorkshire East Coast: Non-London Journeys East Midlands Trains: Liverpool - Norwich East Midlands Trains: Local East Midlands Trains: London First Capital Connect: Great Northern First Capital Connect: Thameslink Loop First Capital Connect: Thameslink North First Capital Connect: Thameslink South First Great Western: Long Distance First Great Western: London Thames Valley First Great Western: West First Hull Trains First TransPennine Express: North First TransPennine Express: North West First TransPennine Express: South Grand Central: London - Bradford Grand Central: London - Sunderland Greater Anglia: Intercity Greater Anglia: Mainline Greater Anglia: Metro Greater Anglia: Rural Greater Anglia: Stansted Express Greater Anglia: West Anglia Heathrow Connect Heathrow Express

sample size 503 299 399 1046 238 841 116 314 213 226 158 149 204 259 364 383 303 204 560 651 318 401 361 1234 1005 692 509 643 271 253 239 362 495 424 352 189 190 571 536 489

% satisfied/ good 84 87 90 92 91 89 88 84 85 81 83 85 89 85 87 86 93 86 87 79 74 78 62 85 79 75 95 83 90 83 94 93 81 75 76 82 86 76 91 94

significant change

sample size London Midland: London Commuter London Midland: West Coast London Midland: West Midlands London Overground: Gospel Oak - Barking London Overground: Richmond/Clapham - Stratford London Overground: Watford - Euston London Overground: Highbury - Croydon/Clapham Merseyrail: Northern Merseyrail: Wirral Northern Rail: Lancashire & Cumbria Northern Rail: Manchester & Liverpool Northern Rail: South & East Yorkshire Northern Rail: Tyne Tees & Wear Northern Rail: West & North Yorkshire ScotRail: Interurban ScotRail: Rural ScotRail: Strathclyde ScotRail: Urban Southeastern: High Speed Southeastern: Mainline Southeastern: Metro Southern: Gatwick Express Southern: Sussex Coast Southern: Metro South West Trains: Island Line South West Trains: London South West Trains: Mainline South West Trains: Metro South West Trains: Not Managed By South West Trains South West Trains: Portsmouth South West Trains: Reading/Windsor South West Trains: Suburban South West Trains: West Of England Virgin: Birmingham - Scotland Virgin: London - Liverpool Virgin: London - Manchester Virgin: London - North Wales Virgin: London - Scotland Virgin: London - Wolverhampton

8.1 Individual train company results by route

401 187 539 209 277 304 286 294 255 128 342 219 87 310 469 101 251 295 369 420 867 366 865 831 206 542 229 237 141 93 201 207 101 112 92 282 99 262 282

% satisfied/ good

significant change

77 83 81 93 91 91 93 92 93 76 72 75 77 80 86 90 92 85 92 83 75 80 76 81 82 80 77 82 70 67 86 81 73 90 94 93 82 94 92

103

8

Improved Unchanged Declined

8.2 Individual train company results by route

The value for money of the price of your ticket Overall sample size 1059 Arriva Trains Wales: North Wales Arriva Trains Wales: South Wales Arriva Trains Wales: Valley c2c Chiltern Railways: North Chiltern Railways: South CrossCountry: Birmingham - Manchester CrossCountry: Birmingham - North East And Scotland CrossCountry: Birmingham - South Coast CrossCountry: Birmingham - South West CrossCountry: Birmingham - Stansted CrossCountry: Nottingham - Cardiff East Coast: London - East Midlands/East Of England East Coast: London - North East & Scotland East Coast: London - Yorkshire East Coast: Non-London Journeys East Midlands Trains: Liverpool - Norwich East Midlands Trains: Local East Midlands Trains: London First Capital Connect: Great Northern First Capital Connect: Thameslink Loop First Capital Connect: Thameslink North First Capital Connect: Thameslink South First Great Western: Long Distance First Great Western: London Thames Valley First Great Western: West First Hull Trains First TransPennine Express: North First TransPennine Express: North West First TransPennine Express: South Grand Central: London - Bradford Grand Central: London - Sunderland Greater Anglia: Intercity Greater Anglia: Mainline Greater Anglia: Metro Greater Anglia: Rural Greater Anglia: Stansted Express Greater Anglia: West Anglia Heathrow Connect Heathrow Express

sample size 482 285 387 978 222 811 117 295 209 221 153 144 190 248 346 372 295 197 542 595 285 367 345 1170 964 672 488 611 257 241 241 361 484 405 309 181 185 515 488 494

% satisfied/ good 54 55 53 46 59 41 57 54 45 47 42 46 63 56 51 57 63 56 41 34 37 29 28 47 47 50 62 51 62 55 76 75 43 30 37 47 17 37 54 40

significant change

sample size London Midland: London Commuter London Midland: West Coast London Midland: West Midlands London Overground: Gospel Oak - Barking London Overground: Richmond/Clapham - Stratford London Overground: Watford - Euston London Overground: Highbury - Croydon/Clapham Merseyrail: Northern Merseyrail: Wirral Northern Rail: Lancashire & Cumbria Northern Rail: Manchester & Liverpool Northern Rail: South & East Yorkshire Northern Rail: Tyne Tees & Wear Northern Rail: West & North Yorkshire ScotRail: Interurban ScotRail: Rural ScotRail: Strathclyde ScotRail: Urban Southeastern: High Speed Southeastern: Mainline Southeastern: Metro Southern: Gatwick Express Southern: Sussex Coast Southern: Metro South West Trains: Island Line South West Trains: London South West Trains: Mainline South West Trains: Metro South West Trains: Not Managed By South West Trains South West Trains: Portsmouth South West Trains: Reading/Windsor South West Trains: Suburban South West Trains: West Of England Virgin: Birmingham - Scotland Virgin: London - Liverpool Virgin: London - Manchester Virgin: London - North Wales Virgin: London - Scotland Virgin: London - Wolverhampton

8.2 Individual train company results by route

377 182 459 183 240 252 244 218 201 119 295 194 84 293 452 96 243 287 359 404 738 349 811 738 181 519 219 215 136 92 171 203 96 105 85 270 97 242 272

% satisfied/ good

significant change

38 62 54 55 51 51 42 64 66 50 50 51 60 59 46 73 50 43 40 27 32 31 39 33 59 33 24 34 34 23 41 29 37 52 60 60 55 62 65

104

8

Improved Unchanged Declined

8.3 Individual train company results by route

Punctuality/reliability (i.e. the train arriving/departing on time) Overall sample size 1059 Arriva Trains Wales: North Wales Arriva Trains Wales: South Wales Arriva Trains Wales: Valley c2c Chiltern Railways: North Chiltern Railways: South CrossCountry: Birmingham - Manchester CrossCountry: Birmingham - North East And Scotland CrossCountry: Birmingham - South Coast CrossCountry: Birmingham - South West CrossCountry: Birmingham - Stansted CrossCountry: Nottingham - Cardiff East Coast: London - East Midlands/East Of England East Coast: London - North East & Scotland East Coast: London - Yorkshire East Coast: Non-London Journeys East Midlands Trains: Liverpool - Norwich East Midlands Trains: Local East Midlands Trains: London First Capital Connect: Great Northern First Capital Connect: Thameslink Loop First Capital Connect: Thameslink North First Capital Connect: Thameslink South First Great Western: Long Distance First Great Western: London Thames Valley First Great Western: West First Hull Trains First TransPennine Express: North First TransPennine Express: North West First TransPennine Express: South Grand Central: London - Bradford Grand Central: London - Sunderland Greater Anglia: Intercity Greater Anglia: Mainline Greater Anglia: Metro Greater Anglia: Rural Greater Anglia: Stansted Express Greater Anglia: West Anglia Heathrow Connect Heathrow Express

sample size 502 290 399 1029 233 834 119 311 212 226 154 147 201 254 355 384 296 205 558 639 315 393 360 1195 983 687 505 640 262 253 242 367 486 415 343 184 185 560 533 498

% satisfied/ good 80 86 88 94 88 90 82 77 77 80 85 87 85 86 88 77 86 81 88 77 74 69 55 80 73 77 91 80 83 86 94 92 75 72 70 81 86 76 78 95

significant change

sample size London Midland: London Commuter London Midland: West Coast London Midland: West Midlands London Overground: Gospel Oak - Barking London Overground: Richmond/Clapham - Stratford London Overground: Watford - Euston London Overground: Highbury - Croydon/Clapham Merseyrail: Northern Merseyrail: Wirral Northern Rail: Lancashire & Cumbria Northern Rail: Manchester & Liverpool Northern Rail: South & East Yorkshire Northern Rail: Tyne Tees & Wear Northern Rail: West & North Yorkshire ScotRail: Interurban ScotRail: Rural ScotRail: Strathclyde ScotRail: Urban Southeastern: High Speed Southeastern: Mainline Southeastern: Metro Southern: Gatwick Express Southern: Sussex Coast Southern: Metro South West Trains: Island Line South West Trains: London South West Trains: Mainline South West Trains: Metro South West Trains: Not Managed By South West Trains South West Trains: Portsmouth South West Trains: Reading/Windsor South West Trains: Suburban South West Trains: West Of England Virgin: Birmingham - Scotland Virgin: London - Liverpool Virgin: London - Manchester Virgin: London - North Wales Virgin: London - Scotland Virgin: London - Wolverhampton

8.3 Individual train company results by route

394 189 532 211 272 305 272 284 247 124 332 218 87 306 464 101 248 297 365 424 853 356 848 824 197 539 226 237 140 93 195 205 96 108 88 276 99 261 284

% satisfied/ good

significant change

71 77 67 90 84 88 91 92 90 70 71 78 83 71 82 92 85 80 89 75 76 80 71 71 94 78 68 77 68 56 79 79 66 75 93 91 83 88 86

105

8

Improved Unchanged Declined

8.4 Individual train company results by route

Sufficient room for all passengers to sit/stand Overall sample size 1059 Arriva Trains Wales: North Wales Arriva Trains Wales: South Wales Arriva Trains Wales: Valley c2c Chiltern Railways: North Chiltern Railways: South CrossCountry: Birmingham - Manchester CrossCountry: Birmingham - North East And Scotland CrossCountry: Birmingham - South Coast CrossCountry: Birmingham - South West CrossCountry: Birmingham - Stansted CrossCountry: Nottingham - Cardiff East Coast: London - East Midlands/East Of England East Coast: London - North East & Scotland East Coast: London - Yorkshire East Coast: Non-London Journeys East Midlands Trains: Liverpool - Norwich East Midlands Trains: Local East Midlands Trains: London First Capital Connect: Great Northern First Capital Connect: Thameslink Loop First Capital Connect: Thameslink North First Capital Connect: Thameslink South First Great Western: Long Distance First Great Western: London Thames Valley First Great Western: West First Hull Trains First TransPennine Express: North First TransPennine Express: North West First TransPennine Express: South Grand Central: London - Bradford Grand Central: London - Sunderland Greater Anglia: Intercity Greater Anglia: Mainline Greater Anglia: Metro Greater Anglia: Rural Greater Anglia: Stansted Express Greater Anglia: West Anglia Heathrow Connect Heathrow Express

sample size 496 285 391 1008 232 798 114 296 214 219 154 146 191 246 356 383 291 200 547 624 307 389 353 1194 979 682 508 629 266 245 236 366 484 410 334 185 189 548 527 501

% satisfied/ good 70 76 73 64 84 73 71 73 67 70 63 68 83 76 78 79 77 79 72 59 66 61 44 72 67 64 91 59 76 66 88 92 73 61 55 75 73 66 83 95

significant change

sample size London Midland: London Commuter London Midland: West Coast London Midland: West Midlands London Overground: Gospel Oak - Barking London Overground: Richmond/Clapham - Stratford London Overground: Watford - Euston London Overground: Highbury - Croydon/Clapham Merseyrail: Northern Merseyrail: Wirral Northern Rail: Lancashire & Cumbria Northern Rail: Manchester & Liverpool Northern Rail: South & East Yorkshire Northern Rail: Tyne Tees & Wear Northern Rail: West & North Yorkshire ScotRail: Interurban ScotRail: Rural ScotRail: Strathclyde ScotRail: Urban Southeastern: High Speed Southeastern: Mainline Southeastern: Metro Southern: Gatwick Express Southern: Sussex Coast Southern: Metro South West Trains: Island Line South West Trains: London South West Trains: Mainline South West Trains: Metro South West Trains: Not Managed By South West Trains South West Trains: Portsmouth South West Trains: Reading/Windsor South West Trains: Suburban South West Trains: West Of England Virgin: Birmingham - Scotland Virgin: London - Liverpool Virgin: London - Manchester Virgin: London - North Wales Virgin: London - Scotland Virgin: London - Wolverhampton

8.4 Individual train company results by route

394 183 529 214 270 295 278 275 248 120 327 220 85 299 451 99 245 282 356 417 826 354 837 811 187 521 220 232 135 92 197 201 92 110 86 277 95 257 279

% satisfied/ good

significant change

61 67 68 73 67 81 78 79 79 63 57 62 72 78 72 90 86 70 85 69 59 79 64 62 72 58 62 63 70 60 70 69 65 84 93 87 80 85 78

106

8

Improved Unchanged Declined

8.5 Individual train company results by route

Overall satisfaction with the station Overall sample size 1059 Arriva Trains Wales: North Wales Arriva Trains Wales: South Wales Arriva Trains Wales: Valley c2c Chiltern Railways: North Chiltern Railways: South CrossCountry: Birmingham - Manchester CrossCountry: Birmingham - North East And Scotland CrossCountry: Birmingham - South Coast CrossCountry: Birmingham - South West CrossCountry: Birmingham - Stansted CrossCountry: Nottingham - Cardiff East Coast: London - East Midlands/East Of England East Coast: London - North East & Scotland East Coast: London - Yorkshire East Coast: Non-London Journeys East Midlands Trains: Liverpool - Norwich East Midlands Trains: Local East Midlands Trains: London First Capital Connect: Great Northern First Capital Connect: Thameslink Loop First Capital Connect: Thameslink North First Capital Connect: Thameslink South First Great Western: Long Distance First Great Western: London Thames Valley First Great Western: West First Hull Trains First TransPennine Express: North First TransPennine Express: North West First TransPennine Express: South Grand Central: London - Bradford Grand Central: London - Sunderland Greater Anglia: Intercity Greater Anglia: Mainline Greater Anglia: Metro Greater Anglia: Rural Greater Anglia: Stansted Express Greater Anglia: West Anglia Heathrow Connect Heathrow Express

sample size 500 293 395 1024 235 837 121 312 213 224 156 145 201 258 361 383 298 201 559 638 316 394 362 1209 999 689 516 638 267 254 239 370 495 417 348 187 191 565 531 500

% satisfied/ good 75 78 80 84 81 85 75 79 78 72 71 72 90 87 89 83 82 73 86 77 73 77 62 81 75 73 89 84 88 89 82 90 79 80 76 71 76 68 77 89

significant change

sample size London Midland: London Commuter London Midland: West Coast London Midland: West Midlands London Overground: Gospel Oak - Barking London Overground: Richmond/Clapham - Stratford London Overground: Watford - Euston London Overground: Highbury - Croydon/Clapham Merseyrail: Northern Merseyrail: Wirral Northern Rail: Lancashire & Cumbria Northern Rail: Manchester & Liverpool Northern Rail: South & East Yorkshire Northern Rail: Tyne Tees & Wear Northern Rail: West & North Yorkshire ScotRail: Interurban ScotRail: Rural ScotRail: Strathclyde ScotRail: Urban Southeastern: High Speed Southeastern: Mainline Southeastern: Metro Southern: Gatwick Express Southern: Sussex Coast Southern: Metro South West Trains: Island Line South West Trains: London South West Trains: Mainline South West Trains: Metro South West Trains: Not Managed By South West Trains South West Trains: Portsmouth South West Trains: Reading/Windsor South West Trains: Suburban South West Trains: West Of England Virgin: Birmingham - Scotland Virgin: London - Liverpool Virgin: London - Manchester Virgin: London - North Wales Virgin: London - Scotland Virgin: London - Wolverhampton

8.5 Individual train company results by route

398 187 535 212 268 305 276 282 247 120 338 219 87 304 468 98 249 298 362 424 857 370 853 824 200 542 227 239 139 97 195 201 97 111 90 276 100 257 286

% satisfied/ good

significant change

79 78 70 82 81 80 76 90 80 71 73 85 75 77 81 87 80 85 74 76 72 75 74 72 64 80 65 74 70 64 65 72 82 75 92 85 79 79 72

107

9

Improved Unchanged Declined

9.1 Key results by different passenger groups

Journey Purpose Overall sample size 27168 Overall satisfaction

Commuter Spring 2013

Improvement/decline in % satisfied/good since Spring 2012

Business Spring 2013

Improvement/decline in % satisfied/good since Spring 2012

% satisfied or good

% change

-1

82

73 71 77 66 71 51 66 73 45 64 66 57 60 40 72

0 2 0 3 4 7 0 3 1 1 2 2 -4

73 70 69 80 71 29 68 66 58 48 30 57 64 75 72 68 66 38 29

-2 -4 -1 -1 0 -2 0 2 -3 1 -2 -1 -1 1 -1 -1 1 -1

% satisfied or good

% change

76

significant change

Leisure Spring 2013

Improvement/decline in % satisfied/good since Spring 2012

% satisfied or good

% change

-3

89

-1

75 76 81 67 71 57 73 78 48 66 69 60 62 42 84

0 3 1 1 1 6 -1 2 -3 2 -1 -1 -1

81 80 86 75 79 59 78 78 54 71 71 64 69 55 89

-1 0 0 2 2 1 1 2 0 -2 0 0 2

78 78 81 83 77 42 72 69 72 55 40 70 70 81 79 71 67 48 42

-4 -4 -1 -1 -2 -3 -1 5 -2 -2 -5 -2 -2 0 -4 -4 -1 7

86 84 87 89 82 59 81 77 72 57 45 78 79 83 81 79 74 53 52

-1 -2 -1 -1 0 0 0 -1 -2 -2 -1 -1 -1 -2 -2 -3 -5 2

significant change

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

-

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

-

-

9.1 Key results by different passenger groups

-

108

9

Improved Unchanged Declined

9.2 Key results by different passenger groups

Age Overall sample size 27168 Overall satisfaction

16-34 Spring 2013

Improvement/decline in % satisfied/good since Spring 2012

35-59 Spring 2013

Improvement/decline in % satisfied/good since Spring 2012

% satisfied or good

% change

-1

79

78 71 78 69 72 54 67 76 47 68 71 59 65 45 77

0 -2 -1 2 1 5 -1 2 -1 -2 1 1 -2

78 71 71 82 75 34 71 67 62 53 36 67 71 78 77 72 70 40 32

-2 -5 -1 -2 -1 -2 -1 -1 -3 1 -3 -2 -3 -1 -3 -1 -3 -4

% satisfied or good

% change

80

significant change

60+ Spring 2013

Improvement/decline in % satisfied/good since Spring 2012

% satisfied or good

% change

-2

91

0

73 74 80 68 73 52 69 74 48 65 66 58 61 43 81

-1 3 1 3 4 5 0 3 1 1 1 1 -1

83 86 88 77 81 63 82 79 54 73 72 68 67 54 90

2 3 0 2 2 4 2 2 0 1 -1 0 0

76 75 77 82 74 38 71 69 65 51 34 64 68 78 75 70 66 45 36

-2 -3 -1 -1 0 -1 1 3 -2 0 -1 0 -1 1 0 -2 0 3

88 88 89 91 83 68 83 81 74 56 47 76 79 84 82 82 75 56 55

-1 -2 0 0 0 -1 1 1 -1 -2 -2 -1 -1 -1 -2 -1 -4 4

significant change

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

-

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

-

-

9.2 Key results by different passenger groups

-

109

9

Improved Unchanged Declined

9.3 Key results by different passenger groups

Gender Overall sample size 27168 Overall satisfaction

Male Spring 2013

Improvement/decline in % satisfied/good since Spring 2012

% satisfied or good

% change

80

Female Spring 2013

Improvement/decline in % satisfied/good since Spring 2012

% satisfied or good

% change

-1

84

-2

74 73 80 67 72 51 68 72 47 64 68 58 62 43 79

0 2 0 2 3 5 0 2 -1 0 1 1 0

78 76 82 72 76 58 74 78 50 70 69 63 64 48 84

0 0 0 3 2 5 1 3 1 0 0 1 -1

77 75 77 81 75 40 73 70 65 54 38 66 68 80 77 73 67 45 34

-2 -3 -2 0 1 -1 1 1 -2 0 -1 0 -1 1 -2 -1 0 1

80 78 79 86 76 44 73 72 66 51 36 67 73 78 76 73 70 45 42

-1 -4 -1 -2 -1 -2 -1 1 -2 -1 -3 -2 -2 -1 -2 -2 -3 1

significant change

significant change

STATION FACILITIES Overall satisfaction with the station Ticket buying facilities Provision of information about train times/platforms The upkeep/repair of the station buildings/platforms Cleanliness The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport Facilities for car parking Overall environment Your personal security whilst using the station The availability of staff The provision of shelter facilities1 Availability of seating1 How request to station staff was handled

-

-

TRAIN FACILITIES Overall satisfaction with the train1 The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money of the price of your ticket Upkeep and repair of the train The provision of information during the journey The helpfulness and attitude of staff on train The space for luggage The toilet facilities Sufficient room for all passengers to sit/stand The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside The availability of staff How well train company deals with delays 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

-

9.3 Key results by different passenger groups

-

110

10

10.1 Sample Profile

Sample Profile - Weighted

Journey Purpose

Station Size

Day of Week

Annual journeys ('000s)

Commute

Business

Leisure

Weekday

Weekend

Very large

Large

Medium

Small

Sample size

27168

12002

4125

11041

23142

4026

9140

6164

6191

5673

Arriva Trains Wales c2c Chiltern Railways CrossCountry East Coast East Midland Trains First Capital Connect First Great Western First TransPennine Express Greater Anglia London Midland London Overground Merseyrail Northern Rail ScotRail South West Trains Southeastern Southern Virgin Trains

28528 36028 19402 36683 18785 23167 107253 92873 24893 103929 60051 102374 44909 106517 81506 209611 162334 166197 30195

32 67 38 15 10 23 45 30 24 54 45 64 37 38 39 53 61 50 8

10 6 25 28 33 28 26 20 14 18 14 3 8 9 13 15 12 16 29

58 27 37 57 57 49 29 50 62 28 41 33 55 53 47 32 27 34 63

81 86 82 78 76 82 86 77 78 90 85 81 81 76 80 85 90 90 81

19 14 18 22 24 18 14 23 22 10 15 19 19 24 20 15 10 10 19

27 27 32 20 44 27 28 22 19 30 30 22 23 26 27 39 17 20 32

21 21 15 25 11 21 18 27 28 14 16 26 25 22 18 15 31 29 5

26 24 25 28 16 26 27 26 27 28 29 26 26 27 29 15 26 25 33

26 27 27 28 30 26 27 25 27 28 26 26 26 25 26 30 26 25 30

*Sample size excludes non-franchised Train Operating Companies

10.1 Sample Profile

111

10

10.2 Sample Profile

Sample Profile - Unweighted

Journey Purpose

Station Size

Day of Week

Sample Size

Commute

Business

Leisure

Weekday

Weekend

Very large

Large

Medium

Small

Sample size

27168

12002

4125

11041

23142

4026

9140

6164

6191

5673

Arriva Trains Wales c2c Chiltern Railways CrossCountry East Coast East Midland Trains First Capital Connect First Great Western First TransPennine Express Greater Anglia London Midland London Overground Merseyrail Northern Rail ScotRail South West Trains Southeastern Southern Virgin Trains

1248 1059 1104 1200 1234 1088 1762 2996 1190 2267 1149 1111 557 1106 1141 2004 1687 2113 1152

31 72 41 32 17 38 56 39 39 49 51 59 55 50 43 47 57 44 21

15 6 17 21 34 22 12 17 21 12 12 6 3 8 12 10 9 14 36

54 22 41 47 50 41 32 44 40 38 36 35 41 42 46 43 34 42 43

79 93 86 79 86 87 88 81 90 87 89 88 95 85 77 85 89 83 82

21 7 14 21 14 13 12 19 10 13 11 12 5 15 23 15 11 17 18

30 51 46 16 50 33 27 31 18 38 43 28 23 35 32 36 37 27 39

25 20 16 29 9 28 20 30 48 13 18 15 42 33 13 22 26 21 9

20 15 21 28 11 23 34 24 23 23 24 20 20 23 36 12 18 27 30

25 14 17 27 30 16 19 14 11 25 15 37 15 9 19 30 19 25 22

*Sample size excludes non-franchised Train Operating Companies

10.2 Sample Profile

112

11

11.1 Standard reports produced for NPS

The following are reports produced each wave: Full report (formerly called Summary 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 NPS factors, peak vs off-peak analysis for LSE TOCs.

TOC reports

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.

Stations report

Percentage of passengers satisfied by each main factor for last 10 waves for all stations covered by NPS during that time period.

Stakeholder report (formerly called Consultees 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 NPS report.

Best in class report

Trend tables showing results for all main factors for all TOCs and building blocks for the last 10 waves.

Multivariate report

Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and by TOC for latest two NPS waves combined.

Personal security at stations report

Percentage of passengers satisfied and dissatisfied with personal security at all stations that were included in the NPS for the last 10 survey waves.

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.

Virtual TOC reports

NPS reports for TOCs that used to exist or that are planned to exist in the future (exactly the same format as TOC reports).

Building block report

Summary results showing satisfaction for all building blocks for all main NPS factors.

PTE reports

NPS reports for all PTEs (exactly the same format as TOC reports).

Demographic reports

Simple reports for all TOCs showing demographic profile (and answers to other questions).

Tables report

Quite detailed tables for all TOCs showing results for the majority of NPS questions by gender, age, journey purpose, time of week and whether they were a frequent traveller or not.

*Sample size excludes non-franchised Train Operating Companies

11.1 Standard reports produced for NPS

113

11

11.2 Rail sectors

Sector definitions The sector results used in this report contain the following TOCs (non-franchised operators are excluded):

London and South East Operators

Long Distance Operators

Regional Operators

c2c

CrossCountry

Arriva Trains Wales

Chiltern Railways

East Coast

Merseyrail

First Capital Connect

East Midlands Trains

Northern Rail

First Great Western

First TransPennine Express

ScotRail

Greater Anglia1

Virgin Trains

London Midland London Overground South West Trains Southeastern Southern 1. Greater Anglia from Spring 2012 (5th February 2012). Previously National Express Anglia *Sample size excludes non-franchised Train Operating Companies

11.2 Rail sectors

114

11

11.3 How routes are defined

How are routes defined

CrossCountry: Birmingham - South Coast Journeys on the Birmingham New Street - Bournemouth route

East Midlands Trains: London Journeys on the London - Sheffield route

The routes have been defined in conjunction with the train companies. By TOC the areas covered by each route are as follows:

CrossCountry: Birmingham - South West Journeys on the Birmingham New Street - Penzance route

First Capital Connect: Great Northern Journeys on the Peterborough/King's Lynn - London King's Cross/Moorgate route

Arriva Trains Wales: North Wales Journeys from stations in North Wales, including most lines around Shrewsbury and some stations outside Wales

CrossCountry: Birmingham - Stansted Journeys on the Birmingham New Street - Stansted Airport route

First Capital Connect: Thameslink Loop Journeys starting from stations on the route via Wimbledon, including stations as far north as City Thameslink

Arriva Trains Wales: South Wales Journeys from stations in South Wales, excluding the Valley lines around Cardiff

CrossCountry: Nottingham - Cardiff Journeys on the Nottingham - Cardiff Central route

First Capital Connect: North Journeys starting from stations on the route between Farringdon and Bedford

Arriva Trains Wales: Valley Journeys starting from the Valley lines around Cardiff, including Cardiff itself

East Coast: London - Yorkshire Journeys London King's Cross - Yorkshire services (includes services to West Yorkshire). Only passengers travelling to or from London

First Capital Connect: South Journeys starting from stations between London Bridge and Brighton. Also journeys starting on the rail lines between Denmark Hill & Sevenoaks, and West Dulwich & Orpington

c2c: All journeys on c2c

East Coast: London - Scotland - North East Journeys London King's Cross - Scotland/Newcastle services. Only passengers travelling to or from London

First Great Western: Long distance Journeys on long distance services

Chiltern Railways: North Journeys starting from Bicester North station and stations further north

East Coast: London - East Midlands/East of England Journeys on London - East Midlands/East of England services. Only passengers travelling to or from London

First Great Western: London Thames Valley Journeys on relatively short distance services in and around the Thames Valley

Chiltern Railways: South Journeys starting from stations south of Bicester North (including services on routes to/from Aylesbury)

East Coast: Non-London journeys Passengers travelling (on any route) that are not going to or from London

First Great Western: West Journeys on (generally) short distance rural rail lines in the West of England

CrossCountry: Birmingham - Manchester Journeys on the Manchester Piccadilly - Birmingham New Street route

East Midlands Trains: Liverpool - Norwich Journeys on the LIverpool - Norwich route

First TransPennine Express: North Journeys on rail lines between Liverpool Lime Street/ Manchester/Manchester Airport and Hull, Scarborough, Middlesbrough and Newcastle

CrossCountry: Birmingham - North East and Scotland Journeys on the Birmingham New Street - Aberdeen route

East Midlands Trains: Local Journeys on rail lines around Nottingham (excluding Liverpool - Norwich and London - Sheffield)

First TransPennine Express: North West Journeys on rail lines between Manchester Airport & Manchester and lines to Blackpool North, Barrow-inFurness, Windermere, Glasgow and Edinburgh

*Sample size excludes non-franchised Train Operating Companies

11.3 How routes are defined

115

11

11.3 How routes are defined (cont'd)

First TransPennine Express: South Journeys on rail lines between Manchester Airport/ Manchester and Cleethorpes

Heathrow Express: All Heathrow Express journeys

Northern Rail: Lancashire & Cumbria Journeys from stations in Lancashire and Cumbria

Grand Central: London - Bradford Journeys on London King's Cross - Bradford Interchange route

London Midland: London Commuter Journeys on London Euston – Northampton services

Northern Rail: Manchester & Liverpool Journeys from stations in the Manchester and Liverpool conurbations

Grand Central: London - Sunderland Journeys on London King's Cross - Sunderland route

London Midland: West Coast Journeys on London Euston – Liverpool Lime Street services

Northern Rail: South & East Yorkshire Journeys from stations in South and East Yorkshire

Greater Anglia: Intercity London – Norwich journeys, plus a few shorter workings (like an early morning Colchester to Norwich service)

London Midland: West Midlands Journeys on several rail lines in and around Birmingham New Street

Northern Rail: Tyne Tees & Wear Journeys from stations in Tyne and Wear

Greater Anglia: Main line Journeys on outer suburban Great Eastern services to London – Ipswich, plus branches to Harwich, Clacton, Walton, Sudbury and Braintree

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

Northern Rail: West & North Yorkshire Journeys from stations in West and North Yorkshire

Greater Anglia: Metro Journeys on London – Southend Victoria trains, plus Southminster branch, the London – Shenfield metro route and Romford – Upminster

London Overground: Gospel Oak – Barking Journeys on the Gospel Oak – Barking line

ScotRail: Interurban Journeys on longer distance rail lines between urban areas

Greater Anglia: Rural Journeys on Ipswich – Felixstowe, Lowestoft, Cambridge and Peterborough rail lines, plus Norwich to Lowestoft, Yarmouth, Sheringham and Cambridge lines

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

ScotRail: Rural Journeys on predominantly rural rail lines

Greater Anglia: Stansted Journeys on Stansted Express, not including Stansted Airport stopping trains

London Overground: Watford – Euston Journeys on the London Euston – Watford line

ScotRail: Strathclyde Journeys on local rail lines within Strathclyde

Greater Anglia: West Anglia Journeys on the route from/to London Liverpool Street on the West Anglia route that are not Stansted Express

Merseyrail: Northern Journeys on the Hunts Cross – Southport/Ormskirk rail line

ScotRail: Urban Shorter distance journeys on predominantly urban rail lines, within urban areas that are not covered by the Strathclyde route

Heathrow Connect: All Heathrow Connect journeys

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

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

*Sample size excludes non-franchised Train Operating Companies

11.3 How routes are defined (cont'd)

116

11

11.3 How routes are defined (cont'd)

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

South West Trains: Portsmouth Journeys starting from stations in Portsmouth and the surrounding area

Southeastern: Metro Journeys on rail lines that are within London

South West Trains: Reading/Windsor Journeys starting from stations on the routes to Reading & Windsor west from & including Wandsworth Town

Southern: Gatwick Express Fast Gatwick Express services Gatwick – London Victoria

South West Trains: Suburban Journeys starting from stations in the Woking area

Southern: Sussex Coast Journeys London – Sussex (and beyond), including Gatwick Express extensions between Gatwick Airport and Brighton

South West Trains: West of England Journeys starting from stations on the line between Basingstoke and Exeter

Southern: Metro Journeys on rail lines that are within London

Virgin Trains: Birmingham – Scotland Journeys on Birmingham – Scotland services

South West Trains: Island line Journeys starting from stations on the Isle of Wight

Virgin Trains: London – Liverpool Journeys on London – Liverpool services

South West Trains: London Journeys starting from stations between Clapham Junction and London Waterloo (inclusive)

Virgin Trains: London – Manchester Journeys on London – Manchester services

South West Trains: Main line Journeys starting from stations between Micheldever and Weymouth

Virgin Trains: London – North Wales Journeys on London – Holyhead/North Wales services

South West Trains: Metro Journeys starting from stations between Earlsfield and Surbiton

Virgin Trains: London – Scotland Journeys on London – Glasgow/Scotland services

South West Trains: Journeys from stations not managed by South West Trains Journeys starting from stations not run by South West Trains (not including stations in London)

Virgin Trains: London – Wolverhampton Journeys on London – Wolverhampton services

*Sample size excludes non-franchised Train Operating Companies

11.3 How routes are defined (cont'd)

117

Reference: Summary Report

Contacts: Rebecca Hunt BDRC Continental Kingsbourne House 229-231 High Holborn London, WC1V 7DA

David Greeno Passenger Focus Fleetbank House 2-6 Salisbury Square London, EC4Y 8JX

Tel: 020 7490 9148 Email: [email protected]

Tel: 0300 123 0837 Email: [email protected]

Passenger Focus is the operating name of the Passengers' Council. This survey was published in June 2013. © Passenger Focus 2013.