National Rail Passenger Survey CrossCountry TOC Report Spring 2019 (Wave 40)

Contacts:

David Greeno Alexis Goodson Transport Focus Watermelon Research Fleetbank House 2nd Floor, Francis House, 2-6 Salisbury Square Francis Street, , EC4Y 8JX London SW1P 1DH

Tel: 0300 123 0837 Tel: 07803 115801 Email: [email protected] Email: [email protected] Contents

1 Introduction 5 Weekday/weekend satisfaction

1.1 Methodology 2 5.1 Weekday/weekend satisfaction for CrossCountry 31

1.2 Issues affecting fieldwork 3 5.2 Weekday/weekend satisfaction for Long Distance 32

2 Key results 6 Passenger experience with service

2.1 Overall satisfaction and station factor results for CrossCountry 5 6.1 Passenger experience of delays 33

2.2 factor results for CrossCountry 7

2.3 Overall satisfaction and station factor results for Long Distance 9 7 Sample profile 2.4 Train factor results for Long Distance 11

2.5 CrossCountry versus Long Distance performance 13 7.1 Sample profile for CrossCountry versus Long Distance 34

2.6 Results by route for CrossCountry 14 7.2 Station sample sizes for CrossCountry 36

7.3 Weighted sample composition for all TOCs 37 3 Passenger satisfaction trend charts 7.4 Unweighted sample composition for all TOCs 38

3.1 Overall satisfaction and station factor results for CrossCountry 15 8 Technical appendix 3.2 Train factor results for CrossCountry 22

8.1 Standard reports produced for NRPS 39 4 Managed versus non-managed stations 8.2 Rail sectors 40 Rail categorisation and station factor results for 4.1 30 8.3 How routes are defined 41 CrossCountry

1

1 1.1 Methodology 1.28

Questionnaires are normally handed out at stations to customers about to board a train. A reply paid envelope is provided for returning questionnaires.

Each (TOC) is sampled separately. Interviewers are given a number of questionnaires to hand out at a station. At Gatwick and Heathrow Airports and for some shifts at certain London termini and other large stations, questionnaires are handed out to passengers of a specific TOC.

From Autumn 2003 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these were also targeted). The number of questionnaires handed out will depend on: - the size of station - time of day - length of shift.

TOC data is compiled to provide a national sample.

Fieldwork takes place each Spring (February/March) and Autumn (September/October); until Spring 2003 fieldwork duration was 3 weeks. In Autumn 2003, fieldwork was extended to an 11 week period, from 26 August to 9 November, to provide a better representation of journeys.

Quotas for returned questionnaires are set overall and by weekday/weekend, journey purpose and station size. All data for a TOC in this Report is weighted up to the number of passenger journeys annually on the TOC and the profile of those journeys by: - weekday/weekend - journey purpose (Commuter, Business, Leisure) - station size (this profile is applied for each TOC building block).

The data for number of journeys and profiles by these variables was generated from ORR data (2012-13), and informed by ticket sales information and some consultation with TOCs.

The stations for each TOC were stratified by number of passengers and a number of stations in each size stratum is sampled. This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC. National results are constructed by combining data for all TOCs together, weighting by number of journeys.

From Autumn 2007 standard region definitions have been used replacing older rail regions. Analysis for the old regions is available on request. For more details of NRPS methodology, visit www.transportfocus.org.uk

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

1.1 Methodology 2

1 1.2 Issues affecting1.28 fieldwork

Spring 2019 (Wave 40)

Fieldwork for Wave 40 (including boosts) was undertaken between 4 February and 14 April 2019.

During fieldwork there were some periods of adverse weather, however these only had a limited impact on fieldwork.

Weekend fieldwork was affected by extensive engineering works and line closures on some weekends, including on TfL Rail (East) and . Shifts were rescheduled if possible.

Grand Central results for Spring 2019 have probably been affected by engineering works on the East Coast mainline during weekend fieldwork.

Other planned and unplanned engineering works again meant that some shifts were also rescheduled. Shifts were only rescheduled if the station was closed as a result of the engineering works or bus replacements were in place for all lines. If some were still running the shift went ahead as planned.

Autumn 2018 (Wave 39) Fieldwork for Wave 39 (including boosts) was undertaken between the 1st September and 16th November. For most TOCs fieldwork finished on the 9th November, but for a small number of TOCs (TfL Rail, South Western Railway and ) fieldwork continued up to the 16th November to allow extra time to do boost shifts (including that were postponed due to strikes on South Western Railway). Fieldwork on Trains only took place up to 13th October (as the franchise was rebranded/under new ownership from 14th October).

During fieldwork there were several days of industrial action on Northern and South Western Railway TOCs (especially on Saturdays). This meant that a number of shifts had to be moved as there was no train service running. South Western Railway also experienced four days of strikes on weekdays over the October half-term period. There were two strikes on the Piccadilly Line on the which meant that a few shifts on TfL Rail had to be moved - because of concerns over interviewer safety and effectiveness, and because some services were atypically busy.

During September and October parts of the country were affected by storms Ali, Bronagh & Callum. Storm Ali closed a number of large stations in which led to a small number of shifts having to be reallocated to another day. Storms Bronagh and Callum had a limited effect on fieldwork.

Planned and unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned.

1.2 Issues affecting fieldwork 3

1 1.2 Issues affecting1.28 fieldwork

Spring 2018 (Wave 38)

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

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

During late February and March most parts of the country were affected by snow and other adverse weather at times. This led to a higher number of trains being cancelled than normal (including some station and line closures), which led to the postponement of some on train and at station shifts. Several shifts also had to be postponed because interviewers were unable to travel safely to the station. In total 79 shifts had to be moved due to snow/weather related issues.

Planned and unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned.

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

There were three separate periods of industrial action during fieldwork; 1st, 2nd and 4th September; 3rd and 5th October: and 8th and 9th November. These affected a number of shifts across certain TOCs which had to be re-scheduled. Also due to an attempted terrorist attack at Parsons Green underground station on Friday 15th September, a handful of shifts had to be rescheduled due to interviewer concerns over safety.

The Gospel Oak to Barking route was not in operation for the majority of the fieldwork period, only re-opening from the 23rd October. Therefore some shifts initially assigned to this route were moved to other London Overground routes, whilst remaining shifts were re-allocated to the route once the line was re- opened.

The UK was hit by two large storms in September and October which affected a handful of shifts. The Blaenau Ffestiniog - Llandudno line was also closed due to damage caused by Storm Brian in October, and the line was not re-opened by the end of fieldwork so one shift was cancelled.

As with previous waves, planned and unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned.

1.2 Issues affecting fieldwork 4 At 95% confidence level: 2 2.1 Overall satisfaction with your journey and station factors + significant increase - significant decrease

% satisfied/good Satisfaction results for CrossCountry Spring 2019 Spring 2018

Overall satisfaction with the1 2 5 7 46 40 86 86 journey (1281)

Overall satisfaction with the 2 86 86 station 1 3 10 48 39 (1333)

Ticket buying facilities3 1 3 11 38 47 85 88 (599)

Provision of information about 89 90 train times/platforms4 1 3 7 41 48 (1308)

Upkeep/repair of the station buildings/platforms5 1 5 14 51 29 80 80 (1309)

Cleanliness 6 (1320) 1 3 12 51 33 84 83

Toilet facilities at the station7 6 14 17 38 24 63 65 (897)

Attitudes and helpfulness of the 8 staff 11 10 38 49 87 85 (905)

Connections with other forms of9 3 5 12 47 33 80 80 public transport (732) Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

2.1 Overall satisfaction with your journey and station factors 5 At 95% confidence level: 2 2.1 Station factors (cont'd) + significant increase - significant decrease

% satisfied/good Satisfaction results for CrossCountry Spring 2019 Spring 2018

C38 . Facilities for car parking 59 65 (449)Rati 11 14 16 35 24 ng…

C12 01. Facilities for bicycle parking 5 9 21 40 25 65 72 (268)Rati ng…

C39 Overall environment. 81 81 (1326)Rati 2 4 13 51 30 ng…

C70 Your personal security whilst2.

using the stationRati 02 17 45 36 80 81 (1198)ng…

C10 Availability of staff at the station03. 75 77 (1075)Rati 2 6 17 40 34 ng…

C27 Shelter facilities01. 76 76 (1081)Rati 3 8 13 43 33 ng…

C27 Availability of seating02.

(1253)Rati 5 14 18 39 23 62 65 ng… C42 How request to station staff was . handled 94 91 Ove 1 2 3 16 78 (236) ra… C28

Choice of shops/eating/drinking01. 5 14 17 39 24 63 66 facilities availableRati (1137)ng… C35 01.

Availability of WiRati-Fi 19 13 17 30 21 51 45 (495)ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

2.1 Station factors (cont'd) 6 At 95% confidence level: 2 2.2 Train factors + significant increase - significant decrease

% satisfied/good Satisfaction results for CrossCountry Spring 2019 Spring 2018

C27 03. Overall satisfaction with the train 80 82 (1311)Ove 3 5 12 50 30 ra…

C43 Frequency of the trains on that. 86 + 78 routeSati 2 5 7 49 37 (1266) sf…

C44 Punctuality/reliability (i.e. the train . arriving/departing on time) 86 83 Sati 3 6 6 34 52 (1322) sf…

C45 Length of time the journey was.

scheduled to take (speed)Sati 1 3 7 40 49 89 87 (1305)sf…

C46 Connections with other train . services 81 77 Sati 3 5 11 45 35 (746) sf…

C47 Value for money of the price of . your ticket Sati 10 17 19 35 19 54 50 (1271) sf…

C49 Upkeep and repair of the train.

(1293)Rati 1 7 17 51 24 75 77 ng… C50 Provision of information during . the journey 78 75 Rati 1 4 16 47 31 (1226) ng… C51

Helpfulness and attitude of staff. 1 2 14 40 42 82 81 on trainRati (945)ng… C52 .

Space for luggageRati 7 21 17 36 18 54 - 60 (1051)ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

2.2 Train factors 7 At 95% confidence level: 2 2.2 Train factors (cont'd) + significant increase - significant decrease

% satisfied/good Satisfaction results for CrossCountry Spring 2019 Spring 2018

C53 Toilet facilities. 8 19 24 35 15 50 51 (624)R… C36

Comfort of the seats70. 3 10 20 46 22 68 69 (1256)R…

Step or gap between the trainC36 and 63 63 the platform52. 3 8 26 48 15 (1219)R… C36 Your personal security on board71. 02 16 48 34 81 80 (1227) R… C90 Cleanliness of the inside2. 2 8 13 50 28 78 78 (1310)R…

C90 Cleanliness of the outside3. 2 6 21 50 22 72 73 (1124)R…

C10 Availability of staff on the train 04. (1115) 4 9 23 40 25 65 64 R…

How well train company dealsC64 with delays. 6 11 29 34 21 54 46 (294)R… C19 Usefulness of information about 03. the delay 8 10 26 35 21 56 56 R… (272) C36 Level of crowding 02. 12 12 13 37 26 63 - 67 (1300)S…

Reliability of the InternetC37 connection03. 16 20 14 30 20 50 + 32 (581)R… C36 Availability of power sockets 04. 67 (729) 12 13 8 35 32 64 R… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

2.2 Train factors (cont'd) 8 At 95% confidence level: 2 2.3 Overall satisfaction with your journey and station factors + significant increase - significant decrease

% satisfied/good

Satisfaction results for Long Distance* Spring 2019 Spring 2018

C71 Overall satisfaction with the. journeyOve 2 4 7 45 42 87 87 (5513)ra…

C23 Overall satisfaction with the 01. 85 86 stationOve 1 3 11 48 38 (5807)ra…

C31 Ticket buying facilities. (2747)Rati 1 3 9 42 45 87 87 ng…

C32 Provision of information about . train times/platformsRati 1 3 6 39 51 90 91 (5731)ng…

C33 Upkeep/repair of the station . 79 80 buildings/platformsRati 1 5 14 47 32 (5727)ng…

C34 . Cleanliness 1 4 12 49 34 83 83 (5758)Rati ng…

C36 01. Toilet facilities at the station Rati 8 13 17 40 22 62 60 (3791) ng…

C36 Attitudes and helpfulness of the. 2 2 11 36 48 84 84 staffRati (3908)ng…

C37 Connections with other forms .of 81 public transportRati 3 6 11 39 42 83 (3800)ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

*Excludes non-franchised train operating companies. 2.3 Overall satisfaction with your journey and station factors 9 At 95% confidence level: 2 2.3 Station factors (cont'd) + significant increase - significant decrease

% satisfied/good

Satisfaction results for Long Distance* Spring 2019 Spring 2018

C38 Facilities for car parking. 55 - 61 (1861)Rati 13 15 17 31 24 ng…

C12 01. Facilities for bicycle parking 6 6 20 37 31 67 71 (1024)Rati ng…

C39 . Overall environment 1 5 12 51 30 81 80 (5795)Rati ng…

Your personal security whilstC70 2. using the station 02 18 45 35 79 80 (5288)Rati ng…

C10 03. Availability of staff at the station 3 6 17 41 33 75 76 (4631)Rati ng…

C27 Shelter facilities01. + (4537)Rati 2 7 13 44 33 77 74 ng…

C27 Availability of seating02.

(5436)Rati 8 18 16 37 21 58 59 ng…

C42

How request to station staff was. 91 89 handledOve 3 3 4 20 71 (1024) ra…

C28

Choice of shops/eating/drinking01. facilities availableRati 6 13 17 41 23 64 63 (5079) ng… C35

Availability of Wi01.-Fi 18 15 17 29 21 50 46 (2177)Rati ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

*Excludes non-franchised train operating companies. 2.3 Station factors (cont'd) 10 At 95% confidence level: 2 2.4 Train factors + significant increase - significant decrease

% satisfied/good

Satisfaction results for Long Distance* Spring 2019 Spring 2018

C27 Overall satisfaction with the train03. 83 84 (5683)Ove 2 4 11 50 33 ra…

C43 Frequency of the trains on that. 83 84 routeSati 2 7 8 43 40 (5568)sf…

C44 Punctuality/reliability (i.e. the train. 81 81 arriving/departing on time)Sati 4 8 6 31 50 (5734)sf…

Length of time the journey C45was . scheduled to take (speed) 1 3 6 36 53 89 89 (5699)Sati sf…

C46 Connections with other train. 79 80 servicesSati 5 5 12 41 38 (3057)sf…

Value for money of the priceC47 of . your ticket 10 16 18 33 23 56 55 (5557)Sati sf…

C49 Upkeep and repair of the train.

(5652)Rati 1 6 13 50 30 81 81 ng…

C50

Provision of information during. 80 79 the journeyRati 2 4 14 45 35 (5373) ng…

C51

Helpfulness and attitude of staff. on trainRati 2 2 14 39 44 82 82 (4073) ng… C52

Space for luggage. 7 15 17 41 21 62 64 (4641)Rati ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

*Excludes non-franchised train operating companies. 2.4 Train factors 11 At 95% confidence level: 2 2.4 Train factors (cont'd) + significant increase - significant decrease

% satisfied/good

Satisfaction results for Long Distance* Spring 2019 Spring 2018

C53 Toilet facilities . 57 57 (2958) 8 15 19 38 19 R… C36 Comfort of the seats 70. 76 75 (5510) 2 8 14 51 25 R… C36 Step or gap between the train and 52. 67 68 the platform 2 7 24 46 21 (5257)R… C36 Your personal security on board71. 02 14 45 39 84 83 (5281) R… C90 Cleanliness of the inside2. 1 5 11 49 33 82 82 (5706)R…

C90 Cleanliness of the outside 3. (4908) 2 5 18 48 27 75 77 R…

C10 Availability of staff on the train04. 4 8 22 39 27 66 65 (4759)R…

How well train company dealsC64 with delays. 5 10 30 35 20 55 55 (1654)R… C19 Usefulness of information about 03. 9 9 23 34 24 59 58 the delayR… (1572) C36 Level of crowding02. 8 9 12 36 35 71 - 73 (5670)Sa…

Reliability of the InternetC37 connection03. 24 22 14 24 16 40 37 (2748)R… C36 Availability of power sockets04. 16 13 10 31 30 61 60 (3471)R… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

*Excludes non-franchised train operating companies. 2.4 Train factors (cont'd) 12

2 2.5 TOC versus sector performance

CrossCountry versus Long Distance*

TOC Sector TOC Overall sample size 27168 Index

Overall satisfaction with the journey 86 87 99% STATION FACILITIES Overall satisfaction with the station 86 85 101% Ticket buying facilities 85 87 98% Provision of information about train times/platforms 89 90 99% Upkeep/repair of the station buildings/platforms 80 79 101% Cleanliness 84 83 102% Toilet facilities at the station 63 62 101% Attitudes and helpfulness of the staff 87 84 103% Connections with other forms of public transport 80 81 98% Facilities for car parking 59 55 108% Facilities for bicycle parking 65 67 97% Overall environment 81 81 100% Your personal security whilst using the station 80 79 101% Availability of staff at the station 75 75 100% Shelter facilities 76 77 99% Availability of seating 62 58 106% How request to station staff was handled 94 91 103% Choice of shops/eating/drinking facilities available 63 64 99% Availability of Wi-Fi 51 50 102% TRAIN FACILITIES Overall satisfaction with the train 80 83 97% Frequency of the trains on that route 86 83 103% Punctuality/reliability (i.e. the train arriving/departing on time) 86 81 106% Length of time the journey was scheduled to take (speed) 89 89 100% Connections with other train services 81 79 102% Value for money of the price of your ticket 54 56 96% Upkeep and repair of the train 75 81 93% Provision of information during the journey 78 80 97% Helpfulness and attitude of staff on train 82 82 100% Space for luggage 54 62 88% Toilet facilities 50 57 87% Comfort of the seats 68 76 90% Step or gap between the train and the platform 63 67 94% Your personal security on board 81 84 97% Cleanliness of the inside 78 82 95% Cleanliness of the outside 72 75 96% Availability of staff on the train 65 66 98% How well train company deals with delays 54 55 99% Usefulness of information about the delay 56 59 96% Level of crowding 63 71 89% Reliability of the Internet connection 50 40 125% Availability of power sockets 67 61 110%

*Excludes non-franchised train operating companies. 2.5 TOC versus sector performance 13

2 2.6 Results by route

Building Block/ route data for CrossCountry

North - South North - South Scotland & East - West Manchester Overall sample size 27168 North East

Overall satisfaction with the journey 85 88 85 STATION FACILITIES Overall satisfaction with the station 85 89 87 Ticket buying facilities 84 86 87 Provision of information about train times/platforms 89 88 90 Upkeep/repair of the station buildings/platforms 79 80 83 Cleanliness 82 84 89 Toilet facilities at the station 60 67 64 Attitudes and helpfulness of the staff 85 91 85 Connections with other forms of public transport 79 83 77 Facilities for car parking 57 61 62 Facilities for bicycle parking 68 61 64 Overall environment 79 83 82 Your personal security whilst using the station 82 83 75 Availability of staff at the station 71 80 74 Shelter facilities 74 79 78 Availability of seating 62 62 62 How request to station staff was handled 93 92 97 Choice of shops/eating/drinking facilities available 61 69 62 Availability of Wi-Fi 51 56 48 TRAIN FACILITIES Overall satisfaction with the train 80 81 78 Frequency of the trains on that route 86 88 82 Punctuality/reliability (i.e. the train arriving/departing on time) 83 91 84 Length of time the journey was scheduled to take (speed) 87 92 90 Connections with other train services 75 87 82 Value for money of the price of your ticket 55 53 53 Upkeep and repair of the train 75 76 73 Provision of information during the journey 77 79 80 Helpfulness and attitude of staff on train 84 87 71 Space for luggage 58 48 54 Toilet facilities 52 45 51 Comfort of the seats 67 71 66 Step or gap between the train and the platform 63 62 64 Your personal security on board 81 88 74 Cleanliness of the inside 79 77 75 Cleanliness of the outside 70 70 76 Availability of staff on the train 69 69 52 How well train company deals with delays 50 70 46 Usefulness of information about the delay 59 59 47 Level of crowding 68 56 61 Reliability of the Internet connection 49 55 47 Availability of power sockets 78 76 24

2.6 Results by route 14

3 3.1 Overall satisfaction and station factors trend charts

Percentage Overall satisfaction with the journey Overall satisfaction with the station

(1281) (1333) satisfaction with Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 aspects of CrossCountry Long Distance* CrossCountry Long Distance*

station where Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 100 100 boarded 95 95 90 90 85 85 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 15 15 10 10 5 5 0 0

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

*Excludes non-franchised train operating companies. 3.1 Overall satisfaction and station factors 15

3 3.1 Station factors trend charts

Ticket buying facilities Provision of information about train Upkeep/repair of the station times/platforms buildings/platforms (599) (1308) (1309) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. 3.1 Station factors trend charts 16

3 3.1 Station factors trend charts

Cleanliness Toilet facilities at the station** Attitudes and helpfulness of the staff

(1320) (897) (905) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. **Attribute added for the first time in Spring 2017. 3.1 Station factors trend charts 17

3 3.1 Station factors trend charts

Connections with other forms of public Facilities for car parking Facilities for bicycle parking transport (732) (449) (268) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. 3.1 Station factors trend charts 18

3 3.1 Station factors trend charts

Overall environment Your personal security whilst using the Availability of staff at the station station (1326) (1198) (1075) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. 3.1 Station factors trend charts 19

3 3.1 Station factors trend charts

Shelter facilities Availability of seating How request to station staff was handled

(1081) (1253) (236) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. 3.1 Station factors trend charts 20

3 3.1 Station factors trend charts

Choice of shops/eating/drinking facilities Availability of Wi-Fi** available (1137) (495) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 30 30 25 25 20 20 15 15 10 10 5 5 0 0

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

*Excludes non-franchised train operating companies. **Attribute added for the first time in Autumn 2016. 3.1 Station factors trend charts 21

3 3.2 Train factors trend charts

Percentage Overall satisfaction with the train Frequency of the trains on that route

(1311) (1266) satisfaction with Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 aspects of train CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 30 30 25 25 20 20 15 15 10 10 5 5 0 0

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

*Excludes non-franchised train operating companies. 3.2 Train factors trend charts 22

3 3.2 Train factors trend charts

Punctuality/reliability (i.e. the train Length of time the journey was scheduled Connections with other train services arriving/departing on time) to take (speed) (1322) (1305) (746) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. 3.2 Train factors trend charts 23

3 3.2 Train factors trend charts

Value for money of the price of your ticket Upkeep and repair of the train Provision of information during the journey

(1271) (1293) (1226) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. 3.2 Train factors trend charts 24

3 3.2 Train factors trend charts

Helpfulness and attitude of staff on train Space for luggage Toilet facilities

(945) (1051) (624) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. 3.2 Train factors trend charts 25

3 3.2 Train factors trend charts

Comfort of the seats** Step or gap between the train and the Your personal security on board**** platform** (1256) (1219) (1227) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. **Attribute added for the first time in Spring 2017. ****Q'naire changes seem to have affected comparisons prior to Spring 2017, so no historic data shown. 3.2 Train factors trend charts 26

3 3.2 Train factors trend charts

Cleanliness of the inside Cleanliness of the outside Availability of staff on the train

(1310) (1124) (1115) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. 3.2 Train factors trend charts 27

3 3.2 Train factors trend charts

How well train company deals with delays Usefulness of information about the delay Level of crowding**

(294) (272) (1300) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

*Excludes non-franchised train operating companies. **Attribute added for the first time in Spring 2017. 3.2 Train factors trend charts 28

3 3.2 Train factors trend charts

Reliability of the Internet connection*** Availability of power sockets**

(581) (729) Percentage of passengers satisfied 2014 to 2019 Percentage of passengers satisfied 2014 to 2019

CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 2014 2015 2015 2016 2016 2017 2017 2018 2018 2019 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 35 35 30 30 25 25 20 20 15 15 10 10 5 5 0 0

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

*Excludes non-franchised train operating companies. **Attribute added for the first time in Spring 2017. ***Attribute added for the first time in Autumn 2017. 3.2 Train factors trend charts 29 At 95% confidence level: 4 4.1 Managed versus non-managed + significant increase - significant decrease

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

Overall Total Stations managed Stations not managed A = National hub by TOC by TOC B = Regional hub C = Important feeder 5% 1%0% 0% 5% 1%0% D = Medium staffed

E = Small staffed

24% 24% F = Small unstaffed

47% 47% Not categorised

22% 22%

(% of passengers saying satisfied/good)

Stations Stations managed significant not managed by TOC difference by TOC

Overall satisfaction with the station - 86 Ticket buying facilities - 85 Provision of information about train times/platforms - 89 Upkeep/repair of the station buildings/platforms - 80 Cleanliness - 84 Toilet facilities at the station - 63 Attitudes and helpfulness of the staff - 87 Connections with other forms of public transport - 80 Facilities for car parking - 59 Facilities for bicycle parking - 65 Overall environment - 81 Your personal security whilst using the station - 80 Availability of staff at the station - 75 Shelter facilities - 76 Availability of seating - 62 How request to station staff was handled - 94 Choice of shops/eating/drinking facilities available - 63 Availability of Wi-Fi - 51

4.1 Managed versus non-managed 30 At 95% confidence level: 5 5.1 TOC weekday/weekend satisfaction scores + significant increase - significant decrease

CrossCountry

Weekday Weekend

significant significant Spring 2019 Spring 2018 Spring 2019 Spring 2018 Overall sample size 27168 change change

Overall satisfaction with the journey 85 85 89 92 STATION FACILITIES Overall satisfaction with the station 86 86 89 87 Ticket buying facilities 84 88 91 86 Provision of information about train times/platforms 88 90 92 92 Upkeep/repair of the station buildings/platforms 80 80 83 82 Cleanliness 84 84 83 83 Toilet facilities at the station 61 64 67 69 Attitudes and helpfulness of the staff 87 85 86 85 Connections with other forms of public transport 78 78 84 87 Facilities for car parking 55 - 64 77 67 Facilities for bicycle parking 65 73 67 65 Overall environment 81 82 82 80 Your personal security whilst using the station 81 81 80 82 Availability of staff at the station 75 77 73 77 Shelter facilities 74 75 84 79 Availability of seating 61 64 66 70 How request to station staff was handled 93 90 95 94 Choice of shops/eating/drinking facilities available 63 66 65 69 Availability of Wi-Fi 49 44 62 47 TRAIN FACILITIES Overall satisfaction with the train 79 80 84 88 Frequency of the trains on that route 85 + 77 88 85 Punctuality/reliability (i.e. the train arriving/departing on time) 84 + 79 92 95 Length of time the journey was scheduled to take (speed) 89 + 85 91 93 Connections with other train services 79 76 86 83 Value for money of the price of your ticket 52 + 46 62 64 Upkeep and repair of the train 75 76 76 80 Provision of information during the journey 78 73 79 83 Helpfulness and attitude of staff on train 82 80 85 84 Space for luggage 54 59 57 63 Toilet facilities 48 48 56 64 Comfort of the seats 67 67 71 74 Step or gap between the train and the platform 62 64 64 62 Your personal security on board 81 80 81 82 Cleanliness of the inside 78 75 78 - 86 Cleanliness of the outside 70 72 77 77 Availability of staff on the train 65 62 65 68 How well train company deals with delays 52 44 67 62 Usefulness of information about the delay 55 55 63 68 Level of crowding 63 66 63 - 72 Reliability of the Internet connection 49 + 29 55 41 Availability of power sockets 64 64 78 + 62

5.1 TOC weekday/weekend satisfaction scores 31 At 95% confidence level: 5 5.2 Sector weekday/weekend satisfaction scores + significant increase - significant decrease

Long Distance*

Weekday Weekend

significant significant Spring 2019 Spring 2018 Spring 2019 Spring 2018 Overall sample size 27168 change change

Overall satisfaction with the journey 87 86 89 90 STATION FACILITIES Overall satisfaction with the station 85 85 88 89 Ticket buying facilities 86 87 91 89 Provision of information about train times/platforms 89 91 92 91 Upkeep/repair of the station buildings/platforms 79 79 83 85 Cleanliness 82 82 85 87 Toilet facilities at the station 61 59 66 68 Attitudes and helpfulness of the staff 85 85 83 84 Connections with other forms of public transport 81 82 83 88 Facilities for car parking 54 - 59 62 68 Facilities for bicycle parking 67 70 71 76 Overall environment 81 80 84 83 Your personal security whilst using the station 79 79 80 83 Availability of staff at the station 75 75 73 77 Shelter facilities 76 + 74 80 77 Availability of seating 56 57 67 64 How request to station staff was handled 91 89 91 90 Choice of shops/eating/drinking facilities available 64 63 64 64 Availability of Wi-Fi 49 + 43 55 58 TRAIN FACILITIES Overall satisfaction with the train 82 83 84 87 Frequency of the trains on that route 83 82 84 - 89 Punctuality/reliability (i.e. the train arriving/departing on time) 80 79 84 88 Length of time the journey was scheduled to take (speed) 89 88 88 92 Connections with other train services 79 79 79 83 Value for money of the price of your ticket 54 52 65 67 Upkeep and repair of the train 80 81 82 83 Provision of information during the journey 80 + 78 79 82 Helpfulness and attitude of staff on train 83 82 81 83 Space for luggage 62 64 63 64 Toilet facilities 57 56 59 62 Comfort of the seats 75 75 78 78 Step or gap between the train and the platform 68 68 64 65 Your personal security on board 84 83 81 82 Cleanliness of the inside 82 82 82 86 Cleanliness of the outside 74 76 78 81 Availability of staff on the train 67 65 64 69 How well train company deals with delays 55 54 53 61 Usefulness of information about the delay 60 56 51 - 68 Level of crowding 71 72 70 - 79 Reliability of the Internet connection 38 36 47 40 Availability of power sockets 59 60 68 64

*Excludes non-franchised train operating companies. 5.2 Sector weekday/weekend satisfaction scores 32

6 6.1 Passenger experience of delays

Long CrossCountry CrossCountry Long Distance Overall sample size 27168 Distance

LENGTH OF DELAY No delay 74 66 Up to 5 minutes delay 10 12 6-10 minutes delay 6 8 11-15 minutes delay 3 4 16-20 minutes delay 2 2 21-30 minutes delay 1 1 31-60 minutes delay 1 2 Over 60 minutes delay 1 1 Don't know/no answer 4 4

AMOUNT OF INFORMATION PROVIDED ABOUT THE DELAY SPEED WITH WHICH INFORMATION WAS PROVIDED Very well 21 24 Very well 26 26 Fairly well 37 34 Fairly well 36 35 Neither well nor poorly 18 19 Neither well nor poorly 20 19 Fairly poorly 13 13 Fairly poorly 9 10 Very poorly 10 10 Very poorly 9 10

ACCURACY OF INFORMATION GIVEN ABOUT THE DELAY TIME TAKEN TO RESOLVE THE PROBLEM Very well 24 26 Very well 22 22 Fairly well 34 35 Fairly well 27 28 Neither well nor poorly 19 18 Neither well nor poorly 27 29 Fairly poorly 16 12 Fairly poorly 10 9 Very poorly 8 9 Very poorly 14 12

USEFULNESS OF THE INFORMATION AVAILABILITY OF ALTERNATIVE TRANSPORT IF THE Very well 21 24 TRAIN SERVICE COULD NOT CONTINUE Fairly well 35 34 Very well 8 16 Neither well nor poorly 26 23 Fairly well 27 23 Fairly poorly 10 9 Neither well nor poorly 22 22 Very poorly 8 9 Fairly poorly 23 16 Very poorly 19 24

6.1 Passenger experience of delays 33

7 7.1 General sample profile

Long Long CrossCountry CrossCountry Distance Distance Overall sample size 27168

DISABILITY OR LONG TERM ILLNESS JOURNEY PURPOSE Vision 1 1 Commuter 15 16 Hearing 3 2 Business 28 24 Mobility 4 4 Leisure 57 60 Dexterity 1 1 Learning or understanding or concentrating 1 0 Memory 0 0 WEEKDAY/WEEKEND Mental health 4 4 Weekday 78 79 Stamina or breathing or fatigue 2 2 Weekend 22 21 Socially or behaviourally 1 1 Other 3 2 None 78 78 No answer 8 9

GENDER ASKED FOR HELP OR INFORMATION Male 40 38 Yes asked for help 10 10 Female 52 53 Yes asked for information 10 11 Prefer another term 0 0 Could not find anyone to ask 2 2 No/didn`t need help/information 79 79

AGE 16-18 1 1 TRAVELLING WITH … 19-25 7 7 Heavy/bulky luggage/other large items 24 24 26-34 8 9 Pushchair/buggy/pram 0 0 35-44 10 13 Folding bicycle 0 0 45-54 19 19 Non-folding bicycle 1 0 55-59 12 12 Dog 0 0 60-64 13 11 Wheelchair 0 0 65+ 22 19 Helper 1 0 Mobility scooter - 0 ETHNIC GROUP OF PASSENGERS None apply 74 74 White 87 84 Mixed 1 1 Asian or Asian British 2 2 Black or Black British 1 1 Chinese or other ethnic group 2 2

7.1 General sample profile 34

7 7.1 General sample profile (cont'd)

CrossCountry Long Distance Overall sample size 27168

TYPE OF TICKET USED FOR JOURNEY Anytime single/return 19 15 Anytime day single/return 17 12 Off-peak/super off-peak single/return 19 19 Off-peak/super off-peak day single/return 9 9 Advance 22 32 Day 0 1 Oyster pay as you go - 0 Weekly or monthly season ticket (including travelcard/travelcard on oyster) 3 3 Annual season ticket (including travelcard/travelcard on oyster) 2 2 Special promotion ticket 0 0 Rail staff pass/Privilege ticket/Police concession 2 2 Free travel pass (e.g. ) 0 1 Other 4 4 Don't know/ no answer 1 1

7.1 General sample profile (cont'd) 35

7 7.2 Station sample sizes

Station sample sizes for CrossCountry

Station Unweighted Station Unweighted Overall sample size 27168

Birmingham New Street 275 Totnes 8 111 Long Eaton 7 Temple Meads 96 St Davids 7 Newcastle 95 Dunbar 7 56 Basingstoke 6 Edinburgh 52 Nottingham 5 48 5 Leeds 44 5 37 Reading 5 Nuneaton 36 Southampton Airport Parkway 5 Cambridge 36 March 3 28 Haymarket 3 Bristol Parkway 26 Inverkeithing 3 25 Beeston 2 25 Doncaster 2 Tamworth 20 Kirkcaldy 1 Westgate 18 Central 17 Stoke-On-Trent 16 Darlington 15 Central 15 Southampton Central 15 Tiverton Parkway 15 Burton-On-Trent 15 Bournemouth 13 13 12 Durham 12 Manchester Piccadilly 12 Wolverhampton 12 11 International 11 Newport () 10 10 University (Birmingham) 9 Chesterfield 9 Stamford 9 Newton Abbot 8

7.2 Station sample sizes 36

7 7.3 Weighted sample profile

*Part of the Railway franchise. **TfL Rail also includes the former stopping service London Paddington - Heathrow from Autumn 2018 ***London North Eastern Railway rebranded from East Coast on 24 June 2018 **** rebranded from on 14 October 2018

Annual Journey Purpose Day of Week Station Size journeys ('000s) Commute Business Leisure Weekday Weekend Very large Large Medium Small

Sample size 28238 12071 3590 12577 24471 3767 8021 6095 8033 6089 c2c 46743 67 6 27 86 14 23 20 29 28 25376 38 25 37 82 18 35 8 26 31 CrossCountry 38829 15 28 57 78 22 24 21 28 26 26433 23 28 49 82 18 26 21 26 27 Gatwick Express* 11680 15 44 40 77 23 45 0 27 29 Great Northern* 43247 53 10 37 85 15 16 27 31 26 113196 28 20 52 71 29 24 24 27 26 Greater Anglia 86049 44 25 31 86 14 30 16 27 27 London North Eastern Railway*** 21800 9 31 60 74 26 29 10 34 27 London Overground 187800 61 3 37 80 20 19 30 25 26 43828 43 1 56 80 20 20 29 25 27 Northern 103627 38 9 53 76 24 22 26 26 25 ScotRail 95876 39 13 47 80 20 27 17 30 26 South Western Railway 216670 53 15 32 85 15 26 20 29 26 Southeastern 163597 48 21 31 86 14 22 25 27 26 Southern* 164028 52 9 39 86 14 19 29 27 25 TfL Rail** 55713 63 5 31 88 12 35 0 36 29 Thameslink* 170652 53 10 37 85 15 22 25 26 26 TransPennine Express 29520 26 13 61 82 18 24 21 28 27 Transport for Wales**** 36125 31 10 59 81 19 24 23 27 26 Virgin Trains 38285 9 22 69 80 20 31 7 31 30 Trains 76176 41 13 46 85 15 27 17 30 26

7.3 Weighted sample profile 37

7 7.4 Unweighted sample profile

*Part of the franchise. **TfL Rail also includes the former Heathrow Connect stopping service London Paddington - Heathrow from Autumn 2018 ***London North Eastern Railway rebranded from on 24 June 2018 ****Transport for Wales rebranded from Arriva Trains Wales on 14 October 2018

Journey Purpose Day of Week Station Size Sample size Commute Business Leisure Weekday Weekend Very large Large Medium Small

Sample size 28238 12071 3590 12577 24471 3767 8021 6095 8033 6089 c2c 1113 61 5 34 90 10 23 19 38 20 Chiltern Railways 1007 42 16 42 91 9 39 7 28 25 CrossCountry 1361 31 21 48 82 18 27 23 28 22 East Midlands Trains 1204 35 18 47 82 18 35 31 15 20 Gatwick Express* 453 35 23 42 95 5 71 0 16 13 Great Northern* 614 43 13 44 92 8 15 30 34 21 Great Western Railway 1709 43 14 43 87 13 35 17 31 17 Greater Anglia 1572 44 13 43 92 8 43 8 30 19 London North Eastern Railway*** 1030 19 29 52 92 8 32 13 31 25 London Overground 1902 56 5 39 82 18 16 25 27 32 Merseyrail 804 51 4 45 96 4 22 33 29 16 Northern 1514 43 9 48 87 13 30 35 16 18 ScotRail 1537 41 12 47 79 21 37 19 29 14 South Western Railway 2216 45 9 46 81 19 23 24 37 17 Southeastern 1658 47 7 46 86 14 27 30 30 14 Southern* 1616 44 8 48 87 13 20 38 23 19 TfL Rail** 1066 56 5 39 89 11 34 0 31 35 Thameslink* 1290 54 10 36 91 9 17 31 30 22 TransPennine Express 1053 35 18 47 95 5 28 23 29 20 Transport for Wales**** 1110 37 13 51 84 16 15 19 35 31 Virgin Trains 1267 22 32 46 82 18 30 7 30 33 1142 42 10 48 87 13 31 24 25 21

7.4 Unweighted sample profile 38

8 8.1 Standard reports produced for NRPS The following reports are produced each wave:

At a glance for each TOC Short summary reports showing headline results

Full Report Summary tables for all TOCs (including comparison with one year previously), trend tables for last 10 waves by TOC, trend charts for the main NRPS factors, peak vs off-peak analysis for LSE TOCs.

Multivariate Report Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and by TOC for latest two NRPS waves combined.

PTE Report NRPS reports for all PTEs (exactly the same format as TOC reports).

Rankings Report Results since wave 10 showing satisfaction score for each TOC by factor, significant changes since one year earlier, national rank and rank in TOC type.

Stakeholder Report Summary national trend charts for all main factors, trend charts by age/journey purpose & gender, summary results for leisure/business passengers & commuters, one page for each factor showing national trend and results for all TOCs, Government Office Region charts for each factor and simple tables for some questions that are not included in the main NRPS report. Stations Report Percentage of passengers satisfied by each main factor for last 10 waves for all stations covered by NRPS during that time period.

TOC Report Tables and graphs showing results for TOC (including comparisons with one year previously and with relevant sector), trend charts for all factors (including sector and benchmark (if relevant) comparisons), summary profile of passengers surveyed, station sample sizes for TOC and sample composition & weighting.

Virtual TOC Report NRPS reports for TOCs that used to exist or that are planned to exist in the future (exactly the same format as TOC reports).

8.1 Standard reports produced for NRPS 39

8 8.2 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 c2c Chiltern Railways Gatwick Express* Great Northern* Great Western Railway Greater Anglia London Overground South Western Railway Southeastern Southern* TfL Rail** Thameslink* West Midlands Trains

Long Distance Operators CrossCountry East Midlands Trains London North Eastern Railway*** TransPennine Express Virgin Trains

Regional Operators Merseyrail Northern **TfL Rail also includes the former Heathrow Connect stopping ScotRail service London Paddington – Heathrow from Autumn 2018. Transport for Wales**** *** London North Eastern Railway rebranded from Virgin Trains East Coast on 24 June 2018. ****Transport for Wales rebranded from Arriva Trains Wales on 14 October 2018.

* Part of the Govia Thameslink Railway franchise. 8.2 Rail sectors 40

11 8.3 How routes are defined

Great Western Railway: Long distance CrossCountry: East – West Journeys on long distance services. How are routes defined Journeys on routes Birmingham – Leicester, Birmingham – Cambridge and Stansted Airport, and Nottingham/Derby – Bristol/Cardiff. Great Western Railway: London Thames Valley The routes have been defined in Journeys on relatively short distance services in and around the Thames Valley. conjunction with the train companies. CrossCountry: North-South Manchester Journeys on route Manchester to/from the South West and By TOC the areas covered by each Great Western Railway: West South Coast. route are as follows: Journeys on (generally) short distance rural rail lines in the West of . TfL Rail also includes the former Heathrow Connect stopping CrossCountry: North-South Scotland & North East service London Paddington – Heathrow from Autumn 2018. Journeys on route Scotland/North East England to/from the London North Eastern Railway rebranded from Virgin Trains East South West/South Coast. Greater Anglia: Intercity London – Norwich journeys, plus a few shorter workings Coast on 24 June 2018. Transport for Wales rebranded from (like an early morning Colchester to Norwich service). Arriva Trains Wales on 14 October 2018. Tfl Rail includes rebranded Heathrow Connect to Tfl Rail - West and Tfl Rail East Midlands Trains: Liverpool - Norwich rebranded as Tfl Rail - East in Autumn 2018. Journeys on the Liverpool - Norwich route. Greater Anglia: Main line Journeys on outer suburban Great Eastern services London - c2c: Southend line Ipswich, plus branches to Harwich, Clacton, Walton, Sudbury, Journeys on the London Fenchurch Street – East Midlands Trains: Local Southminster and Braintree. Also includes journeys on London - Shoeburyness/Southend Central line (via Basildon). Journeys on local rail lines around Nottingham, Derby and Lincoln Southend Victoria service. (excluding Liverpool - Norwich, London - Sheffield and London - c2c: Tilbury line Nottingham services). Journeys on the London Fenchurch Street – Southend Central (via Greater Anglia: Rural Tilbury Town) and Fenchurch Street – Grays lines. Journeys on Ipswich – Felixstowe, Lowestoft, Cambridge and East Midlands Trains: London Peterborough rail lines, plus Norwich to Lowestoft, Yarmouth, Chiltern Railways: Commuter Journeys on the London - Sheffield and London - Nottingham routes. Sheringham and Cambridge lines. Journeys on the London Marylebone – Banbury route, including Also includes London - Corby services. services London Marylebone - stations south of Banbury (via Greater Anglia: Stansted Stadium). Also includes London Marylebone – Journeys on , on Greater Anglia trains which Gatwick Express* (via ) and Aylesbury – services, start or end at Stansted Airport where the passenger has an Fast Gatwick Express services Gatwick – London Victoria (including but not London Marylebone – Oxford. origin or destination of the airport. peak extensions to/from Brighton). Chiltern Railways: Journeys on the Aylesbury/Aylesbury Vale Parkway – London line Greater Anglia: West Anglia (via ). Grand Central: London - Bradford Journeys on London – Hertford East, London – Cambridge, Journeys on London King's Cross - route. London – King’s Lynn, Cambridge – Kings’s Lynn and Cambridge - Stansted Airport. Also passengers using Stansted Express for Chiltern Railways: Oxford journeys not travelling to or from Stansted Airport. Journeys on London Marylebone – Oxford services. Grand Central: London - Sunderland Journeys on London King's Cross - Sunderland route. Chiltern Railways: West Midlands : Journeys on the West Midlands – London Marylebone services, All Heathrow Express journeys. including London – Stratford-Upon-Avon and a few services that Great Northern* do not go to/from London. Journeys on the Peterborough/King's Lynn - London King's Cross/Moorgate route. : All Hull Trains journeys.

* Part of the Govia Thameslink Railway franchise. 8.3 How routes are defined 41

8 8.3 How routes are defined (cont'd)

London North Eastern Railway: London – Leeds and West Northern: Central Southern: Metro* Yorkshire Journeys from stations on lines in and around Greater Manchester. Journeys on rail lines that are within London. Journeys on London – Leeds, London – Harrogate, London – Bradford Foster Square, and London – Skipton services. Northern: East Southern: Sussex Coast* Journeys London – Sussex (and beyond). London North Eastern Railway: London – Journeys from stations on lines in and around Yorkshire and the Newcastle/Sunderland and East Yorkshire Humber, including Leeds, Doncaster and Sheffield . Journeys on London – Newcastle, London – Sunderland, London – York, London – Hull, and London – Lincoln services. South Western Railway: Northern: North East Journeys starting from stations on the . Journeys from stations on lines in and around the North East, London North Eastern Railway: London - Scotland including Newcastle and Middlesbrough. Journeys on London – Scotland services, and Leeds – Scotland services . South Western Railway: Longer distance Journeys starting on longer distance routes that generally go to Northern: West or from London, but where the vast majority of the journey is Journeys from stations on lines in and around Liverpool, Preston and outside London. London Overground: Gospel Oak – Barking Cumbria. Journeys on the Gospel Oak – Barking line. South Western Railway: Metro ScotRail: Interurban Journeys on routes that are mainly or wholly within London. Journeys on longer distance rail lines between urban areas. London Overground: Highbury & Islington – Croydon/ Clapham Junction South Western Railway: Outer Suburban and Local Journeys on the Highbury & Islington – West Croydon and ScotRail: Rural Journeys on routes that go outside London, but which are within Highbury & Islington - Clapham Junction lines. Journeys on predominantly rural rail lines. commuter travelling distance of London. Also journeys on local routes that are generally not on main lines that are wholly outside London Overground: Richmond/Clapham London. Junction – Stratford ScotRail: Strathclyde Journeys on the Richmond – Stratford and Clapham Junction – Journeys on local rail lines within Strathclyde. Willesden Junction/Stratford rail lines. TfL Rail - East Journeys on London – Shenfield metro service. ScotRail: Urban London Overground: Watford – Euston Shorter distance journeys on predominantly urban rail lines, Journeys on the London Euston – Watford line. within urban areas that are not covered by the Strathclyde route. TfL Rail - West Journeys on stopping service London – Heathrow (including London – Hayes and Harlington) London Overground: West Anglia Southeastern: High speed Journeys on West Anglia routes London - Enfield Town, London - Journeys on high speed trains to/from London St. Pancras. Chingford, London - Cheshunt and Romford - Upminster. Thameslink: Loop* Journeys on Thameslink loop trains (via Wimbledon and Sutton) Merseyrail: Northern Southeastern: Main line from/to as far north as Luton or St Albans. Journeys on the Hunts Cross – Southport/Ormskirk rail line. Journeys on (generally) main line routes London – lines.

Thameslink: Kent* Merseyrail: Wirral Southeastern: Metro Journeys on the Bedford - Kent route (including Denmark Hill Journeys on the central Liverpool – West Kirby, New Brighton, Journeys on rail lines that are within London. & Sevenoaks, West Dulwich & Orpington route). Chester and Ellesmere Port rail lines.

* Part of the Govia Thameslink Railway franchise. 8.3 How routes are defined (cont'd) 42

8 8.3 How routes are defined (cont'd)

Thameslink: North/South* Virgin Trains: London - Birmingham – Scotland Journeys on the Brighton – Bedford route. Journeys on London - Birmingham – Scotland services.

TransPennine Express: North Virgin Trains: London – Liverpool Journeys on rail lines between Liverpool Lime Street/Manchester/ Journeys on London – Liverpool services. Manchester Airport and Hull, Scarborough, Middlesbrough, and Newcastle.

Virgin Trains: London – Manchester TransPennine Express: North West Journeys on London – Manchester services. Journeys on rail lines between Manchester Airport & Manchester and Carlisle, Preston, Lancaster, Glasgow and Edinburgh. Virgin Trains: London – Journeys on London – /North Wales services. TransPennine Express: South Journeys on rail lines between Manchester Airport/Manchester and Cleethorpes. Virgin Trains: London – Scotland Journeys on London – Glasgow/Scotland services. Also includes Transport for Wales: Cardiff & Valleys London - Blackpool services. Journeys on the Valley lines around Cardiff.

Virgin Trains: London – Wolverhampton/Shrewsbury Transport for Wales: Interurban Journeys on London – Wolverhampton/Shrewsbury services. Journeys on the Fishguard Harbour – Manchester Piccadilly, Milford Haven – Manchester Piccadilly, and Holyhead – Cardiff Central lines. West Midlands Trains: London Commuter Journeys on London Euston – – Northampton services. Also journeys on Bedford – Bletchley, and Watford Transport for Wales: Mid Wales & Borders Junction – St Albans Abbey routes. Journeys on the Pwllheli/ – Birmingham International, Shrewsbury – Crewe, and Holyhead – Birmingham International lines. West Midlands Trains: West Coast Journeys on London Euston – Crewe/Liverpool Lime Street, Transport for Wales: North Wales & Borders London Euston – Birmingham New Street (mainly passengers Journeys on the Llandudno – Manchester Piccadilly, Bidston – to/from Birmingham New Street, or Rugby), and Central, Chester – Crewe, and Llandudno/Llandudno Birmingham New Street - Liverpool Lime Street routes. Junction - Blaenau Ffestiniog lines.

Transport for Wales: South Wales & Borders/West Wales West Midlands Trains: West Midlands Journeys on the Swansea – Shrewsbury, Maesteg – Cheltenham Journeys on several rail lines in and around Birmingham New Spa, Pembroke Docks – Swansea, Swansea – Cardiff Central, and Street. Cardiff Central – Town lines.

* Part of the Govia Thameslink Railway franchise. 8.3 How routes are defined (cont'd) 43 Reference: CrossCountry TOC report Spring 2019 (Wave 40)

Contacts: Transport Focus is the operating name of the David Greeno Alexis Goodson Passengers' Council. This survey was published in Transport Focus Watermelon Research June 2019. © Transport Focus 2019. Fleetbank House 2nd Floor, Francis House, 2-6 Salisbury Square Francis Street, London, EC4Y 8JX London SW1P 1DH Tel: 0300 123 0837 Tel: 07803 115801 Email: [email protected] Email: [email protected]