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National Rail Passenger Survey C2c TOC Report Autumn 2018 (Wave 39)

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National Rail Passenger Survey C2c TOC Report Autumn 2018 (Wave 39) National Rail Passenger Survey c2c TOC Report Autumn 2018 (Wave 39) Contacts: David Greeno Alexis Goodson Transport Focus Watermelon Research 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] Peak/off-peak and weekday/weekend Contents 5 satisfaction 5.1 Peak/off peak satisfaction for c2c 31 1 Introduction 5.2 Peak/off peak satisfaction for London and South East 32 1.1 Methodology 2 5.3 Weekday/weekend satisfaction for c2c 33 1.2 Issues affecting fieldwork 3 5.4 Weekday/weekend satisfaction for London and South East 34 2 Key results 6 Passenger experience with service 2.1 Overall satisfaction and station factor results for c2c 5 6.1 Passenger experience of delays 35 2.2 Train factor results for c2c 7 Overall satisfaction and station factor results for London and South 2.3 9 East 7 Sample profile 2.4 Train factor results for London and South East 11 2.5 c2c versus London and South East performance 13 7.1 Sample profile for c2c versus London and South East 36 2.6 Results by route for c2c 14 7.2 Station sample sizes for c2c 38 7.3 Weighted sample composition for all TOCs 39 3 Passenger satisfaction trend charts 7.4 Unweighted sample composition for all TOCs 40 3.1 Overall satisfaction and station factor results for c2c 15 8 Technical appendix 3.2 Train factor results for c2c 22 8.1 Standard reports produced for NRPS 41 4 Managed versus non-managed stations 8.2 Rail sectors 42 4.1 Network Rail categorisation and station factor results for c2c 30 8.3 How routes are defined 43 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 Train Operating Company (TOC) is sampled separately. Interviewers are given a number of questionnaires to hand out at a station. At Gatwick and Heathrow Airports and for some shifts at certain London termini and other large stations, questionnaires are handed out to passengers of a specific TOC. From Autumn 2003 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these were also targeted). The number of questionnaires handed out will depend on: - the size of station - time of day - length of shift. TOC data is compiled to provide a national sample. Fieldwork takes place each Spring (February/March) and Autumn (September/October); until Spring 2003 fieldwork duration was 3 weeks. In Autumn 2003, fieldwork was extended to an 11 week period, from 26 August to 9 November, to provide a better representation of journeys. Quotas for returned questionnaires are set overall and by weekday/weekend, journey purpose and station size. All data for a TOC in this Report is weighted up to the number of passenger journeys annually on the TOC and the profile of those journeys by: - weekday/weekend - journey purpose (Commuter, Business, Leisure) - station size (this profile is applied for each TOC building block). The data for number of journeys and profiles by these variables was generated from ORR data (2012-13), and informed by ticket sales information and some consultation with TOCs. The stations for each TOC were stratified by number of passengers and a number of stations in each size stratum is sampled. This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC. National results are constructed by combining data for all TOCs together, weighting by number of journeys. From Autumn 2007 standard region definitions have been used replacing older rail regions. Analysis for the old regions is available on request. For more details of NRPS methodology, visit www.transportfocus.org.uk From Spring 2017, passengers were also offered the choice of completing the questionnaire online. 1.1 Methodology 2 1 1.2 Issues affecting1.28 fieldwork 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 c2c) 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 Arriva Trains Wales 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 London Underground 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 Scotland 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. 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. 1.2 Issues affecting fieldwork 3 1 1.2 Issues affecting1.28 fieldwork Autumn 2017 (Wave 37) Fieldwork for Wave 37 (including boosts) was undertaken between the 1st September and 15th November 2017. There were three separate periods of industrial action during fieldwork; 1st, 2nd and 4th September; 3rd and 5th October: and 8th and 9th November. These affected a number of shifts across certain TOCs which had to be re-scheduled. Also due to an attempted terrorist attack at Parsons Green underground station on Friday 15th September, a handful of shifts had to be rescheduled due to interviewer concerns over safety. The London Overground Gospel Oak to Barking route was not in operation for the majority of the fieldwork period, only re-opening from the 23rd October. Therefore some shifts initially assigned to this route were moved to other London Overground routes, whilst remaining shifts were re-allocated to the route once the line was re- opened. The UK was hit by two large storms in September and October which affected a handful of shifts. The Blaenau Ffestiniog - Llandudno line was also closed due to damage caused by Storm Brian in October, and the line was not re-opened by the end of fieldwork so one shift was cancelled. As with previous waves, planned 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. Spring 2017 (Wave 36) Fieldwork for Wave 36 (including boosts) was undertaken between 30th January and 30th April 2017. No fieldwork took place between 13th - 23rd April due to the Easter holidays. During fieldwork there were issues with two lines, the London Overground Gospel Oak to Barking route was closed until Monday 27th February’ ; therefore limited shifts were conducted on this line. The Blaenau Ffestiniog - Llandudno line was also closed due to damage caused by Storm Doris, no shifts were conducted on this line. There were two periods of industrial action during fieldwork (Monday 13th March and Saturday 8th April), in most cases the effect of these was limited but a small number of shifts could not go ahead as planned and had to be re-scheduled. On the 23rd February most of the UK was hit by Storm Doris, this did result in a number of shifts not taking part as planned due to serious flooding, trains on lines, bus replacements etc. All shifts were re-arranged. There were two separate incidents of structural damage in stations affecting fieldwork.
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