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. In March emergency repairs were carried out over a week at Liverpool Lime Street due to a wall falling onto the tracks, this did affect a small number of shifts carried out at this station and also stations with lines running to Liverpool Lime Street. On 12th April shifts were postponed for Heathrow Connect due to bricks causing damage to the line.
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 c2c Autumn 2018 Autumn 2017
Overall satisfaction with the1 2 3 7 45 43 88 90 journey (902)
Overall satisfaction with the 2 82 85 station 2 4 13 52 30 (943)
Ticket buying facilities3 3 6 15 42 34 76 79 (549)
Provision of information about 88 89 train times/platforms4 1 3 8 46 42 (929)
Upkeep/repair of the station buildings/platforms5 3 8 17 51 22 73 77 (930)
Cleanliness 6 (927) 2 6 13 53 25 79 79
Toilet facilities at the station7 20 15 16 38 10 48 50 (538)
Attitudes and helpfulness of the 8 staff 3 4 17 43 34 77 - 82 (722)
Connections with other forms of9 2 7 15 42 35 76 75 public transport (722) 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 c2c Autumn 2018 Autumn 2017
C38 . Facilities for car parking 46 - 58 (310)Rati 29 14 12 30 15 ng…
C12 01. Facilities for bicycle parking 15 7 17 38 22 60 60 (229)Rati ng…
C39 Overall environment. 75 77 (939)Rati 2 4 19 55 19 ng…
C70 Your personal security whilst2.
using the stationRati 2 4 22 48 25 72 74 (875)ng…
C10 Availability of staff at the station03. 69 - 75 (809)Rati 4 8 19 45 24 ng…
C27 Shelter facilities01. 76 74 (815)Rati 3 7 14 47 29 ng…
C27 Availability of seating02.
(870)Rati 5 16 17 41 20 61 62 ng… C42 How request to station staff was . handled 89 92 Ove 4 3 4 29 60 (105) ra… C28
Choice of shops/eating/drinking01. 12 20 22 37 9 46 48 facilities availableRati (729)ng… C35 01.
Availability of WiRati-Fi 12 13 16 35 24 59 61 (453)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 c2c Autumn 2018 Autumn 2017
C27 03. Overall satisfaction with the train 84 - 89 (931)Ove 2 4 10 49 35 ra…
C43 Frequency of the trains on that. 82 83 routeSati 4 7 7 45 38 (936) sf…
C44 Punctuality/reliability (i.e. the train . arriving/departing on time) 87 - 91 Sati 3 5 5 37 51 (919) sf…
C45 Length of time the journey was.
scheduled to take (speed)Sati 1 4 6 37 52 89 91 (923)sf…
C46 Connections with other train . services 82 82 Sati 1 4 13 43 39 (582) sf…
C47 Value for money of the price of . your ticket Sati 12 17 21 28 21 49 50 (860) sf…
C49 Upkeep and repair of the train.
(918)Rati 2 3 10 51 34 85 - 89 ng… C50 Provision of information during . the journey 82 83 Rati 1 3 13 43 39 (852) ng… C51
Helpfulness and attitude of staff. 17 8 27 24 23 48 44 on trainRati (267)ng… C52 .
Space for luggageRati 9 15 19 39 19 58 56 (638)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 c2c Autumn 2018 Autumn 2017
C53 Toilet facilities. 15 15 16 38 15 53 60 (400)R… C36 - Comfort of the seats70. 3 7 16 51 22 74 80 (887)R…
Step or gap between the trainC36 and 72 75 the platform52. 2 3 22 49 23 (885)R… C36 Your personal security on board71. 2 3 21 46 27 73 77 (859) R… C90 Cleanliness of the inside2. 1 4 9 50 36 86 88 (930)R…
C90 Cleanliness of the outside3. 1 3 16 50 31 81 85 (843)R…
C10 Availability of staff on the train 04. (476) 29 19 28 15 10 25 27 R…
How well train company dealsC64 with delays. 12 11 37 26 14 40 48 (124)R… C19 Usefulness of information about 03. the delay 9 11 27 39 15 54 51 R… (120) C36 Level of crowding 02. 8 11 13 34 34 68 72 (916)S…
Reliability of the InternetC37 connection03. 19 18 13 32 17 49 49 (458)R… C36 Availability of power sockets 04. 20 (332) 45 21 14 13 8 24 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 London and South East* Autumn 2018 Autumn 2017
C71 Overall satisfaction with the. journeyOve 3 6 12 46 33 78 - 80 (14650)ra…
C23 Overall satisfaction with the 01. 79 80 stationOve 1 4 15 50 29 (15170)ra…
C31 Ticket buying facilities. (8215)Rati 3 7 14 44 32 76 - 78 ng…
C32 Provision of information about . train times/platformsRati 2 5 10 46 37 83 84 (14937)ng…
C33 Upkeep/repair of the station . 72 73 buildings/platformsRati 2 8 18 49 23 (14905)ng…
C34 . Cleanliness 2 6 17 50 26 75 - 78 (14978)Rati ng…
C36 01. Toilet facilities at the station Rati 18 17 20 31 14 45 - 48 (8425) ng…
C36 Attitudes and helpfulness of the. 3 5 17 41 34 75 - 77 staffRati (10645)ng…
C37 Connections with other forms .of 79 public transportRati 3 6 13 42 37 79 (11309)ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
*Excludes non-franchised train operating companies and includes TfL Rail Boost 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 London and South East* Autumn 2018 Autumn 2017
C38 Facilities for car parking. 47 48 (4439)Rati 22 13 17 31 17 ng…
C12 01. Facilities for bicycle parking 9 11 21 39 20 59 59 (3526)Rati ng…
C39 . Overall environment 2 6 18 54 21 74 75 (15048)Rati ng…
Your personal security whilstC70 2. using the station 1 3 24 46 26 72 73 (13787)Rati ng…
C10 03. Availability of staff at the station 4 9 20 43 23 66 68 (12413)Rati ng…
C27 Shelter facilities01.
(12193)Rati 4 8 17 47 25 71 72 ng…
C27 Availability of seating02.
(14003)Rati 9 22 20 34 14 49 48 ng…
C42
How request to station staff was. 86 86 handledOve 4 5 4 26 61 (2272) ra…
C28
Choice of shops/eating/drinking01. facilities availableRati 11 16 22 36 16 52 51 (12218) ng… C35
Availability of Wi01.-Fi 29 18 19 23 11 34 32 (6099)Rati ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
*Excludes non-franchised train operating companies and includes TfL Rail Boost 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 London and South East* Autumn 2018 Autumn 2017
C27 Overall satisfaction with the train03. 75 77 (15065)Ove 3 7 15 51 24 ra…
C43 Frequency of the trains on that. 72 - 73 routeSati 6 12 10 44 28 (14994)sf…
C44 Punctuality/reliability (i.e. the train. 70 - 73 arriving/departing on time)Sati 9 11 10 35 35 (14970)sf…
Length of time the journey C45was . scheduled to take (speed) 3 6 11 41 39 80 80 (14896)Sati sf…
C46 Connections with other train. 74 - 76 servicesSati 4 6 16 43 31 (8969)sf…
Value for money of the priceC47 of . your ticket 16 20 20 27 17 44 43 (13937)Sati sf…
C49 Upkeep and repair of the train.
(14869)Rati 3 8 15 48 27 75 74 ng…
C50
Provision of information during. 74 73 the journeyRati 3 6 16 44 30 (13918) ng…
C51
Helpfulness and attitude of staff. on trainRati 8 6 32 31 24 55 - 60 (5998) ng… C52
Space for luggage. 7 16 21 39 16 55 54 (11065)Rati ng… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
*Excludes non-franchised train operating companies and includes TfL Rail Boost 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 London and South East* Autumn 2018 Autumn 2017
C53 Toilet facilities . 42 + 39 (6219) 24 16 19 29 12 R… C36 Comfort of the seats 70. 63 - 65 (14466) 5 11 21 47 16 R… C36 Step or gap between the train and 52. 63 62 the platform 4 8 26 45 17 (13987)R… C36 Your personal security on board71. 2 3 23 47 25 72 73 (13766) R… C90 Cleanliness of the inside2. 2 8 14 49 27 76 76 (15092)R…
C90 Cleanliness of the outside 3. (13489) 2 6 18 49 26 74 75 R…
C10 Availability of staff on the train04. 21 16 31 22 11 33 - 37 (9240)R…
How well train company dealsC64 with delays. 13 17 34 26 9 36 35 (4141)R… C19 Usefulness of information about 03. 16 16 27 28 13 41 41 the delayR… (3922) C36 Level of crowding02. 8 10 14 36 33 68 68 (14866)Sa…
Reliability of the InternetC37 connection03. 32 20 16 23 9 32 + 28 (6607)R… C36 Availability of power sockets04. 47 14 11 16 12 28 + 25 (6641)R… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
*Excludes non-franchised train operating companies and includes TfL Rail Boost 2.4 Train factors (cont'd) 12
2 2.5 TOC versus sector performance
c2c versus London and South East*
TOC Sector TOC Overall sample size 27168 Index
Overall satisfaction with the journey 88 78 112% STATION FACILITIES Overall satisfaction with the station 82 79 103% Ticket buying facilities 76 76 99% Provision of information about train times/platforms 88 83 106% Upkeep/repair of the station buildings/platforms 73 72 101% Cleanliness 79 75 105% Toilet facilities at the station 48 45 108% Attitudes and helpfulness of the staff 77 75 102% Connections with other forms of public transport 76 79 97% Facilities for car parking 46 47 96% Facilities for bicycle parking 60 59 102% Overall environment 75 74 101% Your personal security whilst using the station 72 72 100% Availability of staff at the station 69 66 105% Shelter facilities 76 71 106% Availability of seating 61 49 126% How request to station staff was handled 89 86 103% Choice of shops/eating/drinking facilities available 46 52 90% Availability of Wi-Fi 59 34 174% TRAIN FACILITIES Overall satisfaction with the train 84 75 112% Frequency of the trains on that route 82 72 114% Punctuality/reliability (i.e. the train arriving/departing on time) 87 70 124% Length of time the journey was scheduled to take (speed) 89 80 111% Connections with other train services 82 74 111% Value for money of the price of your ticket 49 44 113% Upkeep and repair of the train 85 75 114% Provision of information during the journey 82 74 110% Helpfulness and attitude of staff on train 48 55 87% Space for luggage 58 55 104% Toilet facilities 53 42 127% Comfort of the seats 74 63 117% Step or gap between the train and the platform 72 63 115% Your personal security on board 73 72 102% Cleanliness of the inside 86 76 113% Cleanliness of the outside 81 74 109% Availability of staff on the train 25 33 76% How well train company deals with delays 40 36 113% Usefulness of information about the delay 54 41 133% Level of crowding 68 68 99% Reliability of the Internet connection 49 32 154% Availability of power sockets 20 28 72%
*Excludes non-franchised train operating companies and includes TfL Rail Boost 2.5 TOC versus sector performance 13
2 2.6 Results by route
Building Block/ route data for c2c
Tilbury Line Southend Line Overall sample size 27168
Overall satisfaction with the journey 88 88 STATION FACILITIES Overall satisfaction with the station 83 82 Ticket buying facilities 76 76 Provision of information about train times/platforms 87 89 Upkeep/repair of the station buildings/platforms 73 73 Cleanliness 81 77 Toilet facilities at the station 50 48 Attitudes and helpfulness of the staff 69 80 Connections with other forms of public transport 79 75 Facilities for car parking 50 43 Facilities for bicycle parking 63 58 Overall environment 77 74 Your personal security whilst using the station 75 71 Availability of staff at the station 70 68 Shelter facilities 73 77 Availability of seating 58 63 How request to station staff was handled 88 89 Choice of shops/eating/drinking facilities available 49 45 Availability of Wi-Fi 65 56 TRAIN FACILITIES Overall satisfaction with the train 83 85 Frequency of the trains on that route 74 86 Punctuality/reliability (i.e. the train arriving/departing on time) 86 88 Length of time the journey was scheduled to take (speed) 88 89 Connections with other train services 83 81 Value for money of the price of your ticket 48 50 Upkeep and repair of the train 87 85 Provision of information during the journey 83 82 Helpfulness and attitude of staff on train 54 44 Space for luggage 63 55 Toilet facilities 59 50 Comfort of the seats 75 73 Step or gap between the train and the platform 71 73 Your personal security on board 75 73 Cleanliness of the inside 84 87 Cleanliness of the outside 82 81 Availability of staff on the train 28 23 How well train company deals with delays 43 39 Usefulness of information about the delay 63 48 Level of crowding 68 68 Reliability of the Internet connection 53 47 Availability of power sockets 21 20
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
(902) (943) satisfaction with Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 aspects of c2c London and South East* c2c London and South East*
station where Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost 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 (549) (929) (930) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost 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
(927) (538) (722) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost **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 (722) (310) (229) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost 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 (939) (875) (809) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost 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
(815) (870) (105) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost 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 (729) (453) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East*
Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost **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
(931) (936) satisfaction with Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 aspects of train c2c London and South East* c2c London and South East*
Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost 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) (919) (923) (582) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost 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
(860) (918) (852) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost 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
(267) (638) (400) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost 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** (887) (885) (859) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost **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
(930) (843) (476) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost 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**
(124) (120) (916) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East* c2c London and South East*
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 Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost **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**
(458) (332) Percentage of passengers satisfied 2014 to 2018 Percentage of passengers satisfied 2014 to 2018
c2c London and South East* c2c London and South East*
Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 2014 2014 2015 2015 2016 2016 2017 2017 2018 2018 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 and includes TfL Rail Boost **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 c2c (% 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 0% 0% 0% 17% 17% D = Medium staffed 23% 23% E = Small staffed
F = Small unstaffed 7% 7% Not categorised
8% 12% 8% 12%
32% 32%
(% of passengers saying satisfied/good)
Stations Stations managed significant not managed by TOC difference by TOC
Overall satisfaction with the station 82 - Ticket buying facilities 76 - Provision of information about train times/platforms 88 - Upkeep/repair of the station buildings/platforms 73 - Cleanliness 79 - Toilet facilities at the station 48 - Attitudes and helpfulness of the staff 77 - Connections with other forms of public transport 76 - Facilities for car parking 46 - Facilities for bicycle parking 60 - Overall environment 75 - Your personal security whilst using the station 72 - Availability of staff at the station 69 - Shelter facilities 76 - Availability of seating 61 - How request to station staff was handled 89 - Choice of shops/eating/drinking facilities available 46 - Availability of Wi-Fi 59 -
4.1 Managed versus non-managed 30 At 95% confidence level: 5 5.1 TOC peak/off peak satisfaction scores + significant increase - significant decrease
c2c (Peak is defined as weekday journeys that arrive at London terminals between 07:00 and 09:59, and those departing between 16:00 and 18:59)
Peak Off-peak
significant significant Autumn 2018 Autumn 2017 Autumn 2018 Autumn 2017 Overall sample size 27168 change change
Overall satisfaction with the journey 84 86 90 92 STATION FACILITIES Overall satisfaction with the station 82 86 82 84 Ticket buying facilities 74 80 77 79 Provision of information about train times/platforms 88 92 89 87 Upkeep/repair of the station buildings/platforms 74 78 72 76 Cleanliness 79 81 78 77 Toilet facilities at the station 50 51 47 49 Attitudes and helpfulness of the staff 78 82 76 - 82 Connections with other forms of public transport 69 73 80 76 Facilities for car parking 43 - 58 49 58 Facilities for bicycle parking 63 61 58 58 Overall environment 78 79 73 76 Your personal security whilst using the station 76 75 70 73 Availability of staff at the station 71 75 68 - 75 Shelter facilities 75 71 76 75 Availability of seating 56 58 64 64 How request to station staff was handled 89 83 89 96 Choice of shops/eating/drinking facilities available 54 48 41 47 Availability of Wi-Fi 53 55 64 66 TRAIN FACILITIES Overall satisfaction with the train 78 84 87 - 92 Frequency of the trains on that route 81 81 83 85 Punctuality/reliability (i.e. the train arriving/departing on time) 83 - 89 90 92 Length of time the journey was scheduled to take (speed) 85 88 91 93 Connections with other train services 76 77 85 85 Value for money of the price of your ticket 35 38 57 59 Upkeep and repair of the train 83 88 86 90 Provision of information during the journey 76 80 85 86 Helpfulness and attitude of staff on train 49 37 47 50 Space for luggage 48 49 63 63 Toilet facilities 50 58 55 61 Comfort of the seats 64 70 79 - 86 Step or gap between the train and the platform 72 74 72 76 Your personal security on board 72 73 75 80 Cleanliness of the inside 84 85 87 89 Cleanliness of the outside 74 - 81 85 87 Availability of staff on the train 27 23 24 29 How well train company deals with delays 33 40 46 56 Usefulness of information about the delay 47 51 59 52 Level of crowding 50 57 77 - 83 Reliability of the Internet connection 41 42 56 56 Availability of power sockets 13 - 23 26 25
5.1 TOC peak/off peak satisfaction scores 31 At 95% confidence level: 5 5.2 Sector peak/off peak satisfaction scores + significant increase - significant decrease
London and South East* (Peak is defined as weekday journeys that arrive at London terminals between 07:00 and 09:59, and those departing between 16:00 and 18:59) Peak Off-peak
significant significant Autumn 2018 Autumn 2017 Autumn 2018 Autumn 2017 Overall sample size 27168 change change
Overall satisfaction with the journey 72 71 80 - 82 STATION FACILITIES Overall satisfaction with the station 79 78 79 80 Ticket buying facilities 76 76 76 - 78 Provision of information about train times/platforms 82 82 83 84 Upkeep/repair of the station buildings/platforms 73 72 72 73 Cleanliness 76 78 75 - 77 Toilet facilities at the station 47 - 53 45 47 Attitudes and helpfulness of the staff 74 76 76 - 78 Connections with other forms of public transport 77 77 79 80 Facilities for car parking 46 45 48 49 Facilities for bicycle parking 58 59 59 59 Overall environment 76 74 74 75 Your personal security whilst using the station 73 73 72 73 Availability of staff at the station 65 - 68 66 67 Shelter facilities 72 71 71 73 Availability of seating 41 39 51 51 How request to station staff was handled 87 82 86 87 Choice of shops/eating/drinking facilities available 55 + 49 51 52 Availability of Wi-Fi 30 28 35 34 TRAIN FACILITIES Overall satisfaction with the train 69 69 77 - 79 Frequency of the trains on that route 68 71 73 74 Punctuality/reliability (i.e. the train arriving/departing on time) 65 65 72 - 75 Length of time the journey was scheduled to take (speed) 73 73 81 82 Connections with other train services 66 69 75 - 78 Value for money of the price of your ticket 26 27 48 48 Upkeep and repair of the train 69 69 76 76 Provision of information during the journey 69 66 76 75 Helpfulness and attitude of staff on train 51 55 56 - 62 Space for luggage 49 47 57 57 Toilet facilities 38 37 43 40 Comfort of the seats 55 56 65 - 67 Step or gap between the train and the platform 62 59 63 63 Your personal security on board 71 71 73 74 Cleanliness of the inside 71 71 77 78 Cleanliness of the outside 68 68 76 77 Availability of staff on the train 26 - 30 34 - 39 How well train company deals with delays 29 28 38 37 Usefulness of information about the delay 32 30 43 45 Level of crowding 50 48 73 73 Reliability of the Internet connection 25 22 34 + 30 Availability of power sockets 25 22 29 + 25
*Excludes non-franchised train operating companies and includes TfL Rail Boost 5.2 Sector peak/off peak satisfaction scores 32 At 95% confidence level: 5 5.3 TOC weekday/weekend satisfaction scores + significant increase - significant decrease
c2c
Weekday Weekend
significant significant Autumn 2018 Autumn 2017 Autumn 2018 Autumn 2017 Overall sample size 27168 change change
Overall satisfaction with the journey 88 88 88 - 99 STATION FACILITIES Overall satisfaction with the station 83 84 76 - 92 Ticket buying facilities 77 78 61 - 86 Provision of information about train times/platforms 88 88 92 92 Upkeep/repair of the station buildings/platforms 72 74 79 - 93 Cleanliness 78 77 85 92 Toilet facilities at the station 49 48 47 - 70 Attitudes and helpfulness of the staff 77 81 76 89 Connections with other forms of public transport 75 75 82 76 Facilities for car parking 46 - 56 32 - 76 Facilities for bicycle parking 62 59 30 - 76 Overall environment 75 76 72 83 Your personal security whilst using the station 73 72 68 - 87 Availability of staff at the station 69 72 70 - 89 Shelter facilities 76 72 74 85 Availability of seating 62 58 60 - 81 How request to station staff was handled 90 90 81 100 Choice of shops/eating/drinking facilities available 48 48 34 45 Availability of Wi-Fi 60 57 56 - 78 TRAIN FACILITIES Overall satisfaction with the train 84 87 84 - 100 Frequency of the trains on that route 83 81 79 - 94 Punctuality/reliability (i.e. the train arriving/departing on time) 87 90 88 - 96 Length of time the journey was scheduled to take (speed) 88 90 92 96 Connections with other train services 81 80 85 91 Value for money of the price of your ticket 47 45 62 - 80 Upkeep and repair of the train 85 87 87 - 98 Provision of information during the journey 82 81 83 - 98 Helpfulness and attitude of staff on train 49 + 40 41 - 71 Space for luggage 55 56 71 68 Toilet facilities 53 57 57 - 84 Comfort of the seats 72 77 84 - 97 Step or gap between the train and the platform 72 73 73 - 88 Your personal security on board 74 75 70 - 89 Cleanliness of the inside 86 86 83 - 98 Cleanliness of the outside 80 83 84 - 95 Availability of staff on the train 25 22 23 - 63 How well train company deals with delays 42 47 26 100 Usefulness of information about the delay 55 53 50 - Level of crowding 66 69 76 - 92 Reliability of the Internet connection 49 44 48 - 73 Availability of power sockets 19 24 30 28
5.3 TOC weekday/weekend satisfaction scores 33 At 95% confidence level: 5 5.4 Sector weekday/weekend satisfaction scores + significant increase - significant decrease
London and South East*
Weekday Weekend
significant significant Autumn 2018 Autumn 2017 Autumn 2018 Autumn 2017 Overall sample size 27168 change change
Overall satisfaction with the journey 77 - 79 84 86 STATION FACILITIES Overall satisfaction with the station 79 79 83 81 Ticket buying facilities 76 - 78 79 78 Provision of information about train times/platforms 82 84 86 85 Upkeep/repair of the station buildings/platforms 71 72 76 75 Cleanliness 75 - 77 78 80 Toilet facilities at the station 44 - 48 50 50 Attitudes and helpfulness of the staff 75 - 77 79 79 Connections with other forms of public transport 78 80 81 77 Facilities for car parking 46 47 57 54 Facilities for bicycle parking 60 58 56 62 Overall environment 74 74 78 77 Your personal security whilst using the station 72 73 74 75 Availability of staff at the station 66 - 68 66 65 Shelter facilities 71 72 75 73 Availability of seating 48 47 56 54 How request to station staff was handled 86 87 86 85 Choice of shops/eating/drinking facilities available 50 51 58 55 Availability of Wi-Fi 33 + 31 40 40 TRAIN FACILITIES Overall satisfaction with the train 74 - 76 82 83 Frequency of the trains on that route 71 - 73 76 75 Punctuality/reliability (i.e. the train arriving/departing on time) 68 - 71 81 82 Length of time the journey was scheduled to take (speed) 79 79 85 84 Connections with other train services 72 - 75 80 80 Value for money of the price of your ticket 41 40 60 56 Upkeep and repair of the train 73 73 81 80 Provision of information during the journey 74 73 79 76 Helpfulness and attitude of staff on train 54 - 59 60 66 Space for luggage 55 53 58 61 Toilet facilities 41 + 38 46 45 Comfort of the seats 62 - 63 70 73 Step or gap between the train and the platform 62 61 65 66 Your personal security on board 72 73 76 77 Cleanliness of the inside 75 75 82 82 Cleanliness of the outside 73 73 82 82 Availability of staff on the train 32 - 36 38 40 How well train company deals with delays 34 34 47 45 Usefulness of information about the delay 40 40 44 46 Level of crowding 67 66 76 76 Reliability of the Internet connection 31 + 27 38 35 Availability of power sockets 27 + 23 35 32
*Excludes non-franchised train operating companies and includes TfL Rail Boost 5.4 Sector weekday/weekend satisfaction scores 34
6 6.1 Passenger experience of delays
London and London and c2c c2c South East Overall sample size 27168 South East
LENGTH OF DELAY No delay 82 66 Up to 5 minutes delay 9 14 6-10 minutes delay 3 7 11-15 minutes delay 1 4 16-20 minutes delay 1 2 21-30 minutes delay 1 2 31-60 minutes delay 0 1 Over 60 minutes delay 0 1 Don't know/no answer 4 3
AMOUNT OF INFORMATION PROVIDED ABOUT THE DELAY SPEED WITH WHICH INFORMATION WAS PROVIDED Very well 16 12 Very well 20 13 Fairly well 36 29 Fairly well 32 32 Neither well nor poorly 21 23 Neither well nor poorly 29 23 Fairly poorly 12 20 Fairly poorly 11 16 Very poorly 14 17 Very poorly 8 16
ACCURACY OF INFORMATION GIVEN ABOUT THE DELAY TIME TAKEN TO RESOLVE THE PROBLEM Very well 18 14 Very well 14 9 Fairly well 44 29 Fairly well 31 25 Neither well nor poorly 17 22 Neither well nor poorly 34 30 Fairly poorly 10 18 Fairly poorly 10 16 Very poorly 10 17 Very poorly 12 21
USEFULNESS OF THE INFORMATION AVAILABILITY OF ALTERNATIVE TRANSPORT IF THE Very well 15 13 TRAIN SERVICE COULD NOT CONTINUE Fairly well 39 28 Very well 9 5 Neither well nor poorly 27 27 Fairly well 17 17 Fairly poorly 11 16 Neither well nor poorly 34 26 Very poorly 9 16 Fairly poorly 19 18 Very poorly 21 35
6.1 Passenger experience of delays 35
7 7.1 General sample profile
London and London and c2c c2c South East South East Overall sample size 27168
DISABILITY OR LONG TERM ILLNESS JOURNEY PURPOSE Vision 0 1 Commuter 67 50 Hearing 1 2 Business 6 13 Mobility 3 3 Leisure 27 37 Dexterity 0 1 Learning or understanding or concentrating 1 1 Memory 0 0 WEEKDAY/WEEKEND Mental health 2 3 Weekday 86 83 Stamina or breathing or fatigue 2 1 Weekend 14 17 Socially or behaviourally 0 0 Other 1 1 None 82 82 TIME OF TRAVEL No answer 7 8 Peak 35 20 Off-Peak 65 80
GENDER ASKED FOR HELP OR INFORMATION Male 41 42 Yes asked for help 7 7 Female 52 51 Yes asked for information 5 7 Prefer another term 0 1 Could not find anyone to ask 2 3 No/didn`t need help/information 87 83
AGE 16-18 2 2 TRAVELLING WITH … 19-25 9 7 Heavy/bulky luggage/other large items 8 10 26-34 13 14 Pushchair/buggy/pram 1 1 35-44 16 17 Folding bicycle 1 1 45-54 22 20 Non-folding bicycle 2 1 55-59 10 11 Dog 0 0 60-64 8 9 Wheelchair 0 0 65+ 13 14 Helper - 0 Mobility scooter - 0 ETHNIC GROUP OF PASSENGERS None apply 82 80 White 77 79 Mixed 3 2 Asian or Asian British 4 4 Black or Black British 6 5 Chinese or other ethnic group 3 3
7.1 General sample profile 36
7 7.1 General sample profile (cont'd)
London and c2c South East Overall sample size 27168
TYPE OF TICKET USED FOR JOURNEY Anytime single/return 9 9 Anytime day single/return 10 9 Off-peak/super off-peak single/return 4 9 Off-peak/super off-peak day single/return 6 7 Advance 1 3 Day travelcard 6 5 Oyster pay as you go 16 16 Weekly or monthly season ticket (including travelcard/travelcard on oyster) 13 15 Annual season ticket (including travelcard/travelcard on oyster) 15 9 Special promotion ticket 2 0 Rail staff pass/Privilege ticket/Police concession 3 2 Free travel pass (e.g. Freedom pass) 5 8 Other 10 7 Don't know/ no answer 1 1
7.1 General sample profile (cont'd) 37
7 7.2 Station sample sizes
Station sample sizes for c2c
Unweighted Overall sample size 27168
London Fenchurch Street 241 West Ham 157 Barking 134 Upminster 95 Benfleet 47 Southend East 40 Chalkwell 38 Leigh-On-Sea 28 Grays 26 Limehouse 24 Southend Central 22 Laindon 22 Rainham (Essex) 18 Basildon 17 Chafford Hundred 16 Westcliff 14 Pitsea 11 Thorpe Bay 8 Shoeburyness 2
7.2 Station sample sizes 38
7 7.3 Weighted sample profile
*Part of the Govia Thameslink Railway franchise ** London North Eastern Railway rebranded from Virgin Trains East Coast in Autumn 2018. *** South Western Railway rebranded from South West Trains in Autumn 2017. West Midlands Trains rebranded from London Midland in Spring 2018 **** TfL Rail also includes the former Heathrow Connect stopping service London Paddington – Heathrow from Autumn 2018. AS TOC boundary significantly changed no comparison with previous waves.
Annual Journey Purpose Day of Week Station Size journeys ('000s) Commute Business Leisure Weekday Weekend Very large Large Medium Small
Sample size 25171 10900 3100 11171 21865 3306 7225 5219 7493 5234
Arriva Trains Wales 36125 31 10 59 81 19 24 23 27 26 c2c 46743 67 6 27 86 14 23 20 29 28 Chiltern Railways 25376 38 25 37 82 18 35 8 26 31 CrossCountry 38829 15 28 57 78 22 24 21 28 26 East Midlands Trains 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 Great Western Railway 113193 28 20 52 71 29 24 24 27 26 Greater Anglia 86068 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 Merseyrail 43828 43 1 56 80 20 20 29 25 27 Northern 103300 38 9 53 76 24 23 26 26 25 ScotRail 95875 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 60 5 36 80 20 32 0 42 26 Thameslink* 170652 53 10 37 85 15 22 25 26 26 TransPennine Express 29520 26 13 61 82 18 24 21 28 27 Virgin Trains 38285 9 22 69 80 20 31 7 31 30 West Midlands Trains*** 76176 40 13 46 85 15 29 17 29 26
7.3 Weighted sample profile 39
7 7.4 Unweighted sample profile
*Part of the Govia Thameslink Railway franchise ** London North Eastern Railway rebranded from Virgin Trains East Coast in Autumn 2018. *** South Western Railway rebranded from South West Trains in Autumn 2017. West Midlands Trains rebranded from London Midland in Spring 2018 **** TfL Rail also includes the former Heathrow Connect stopping service London Paddington – Heathrow from Autumn 2018. AS TOC boundary significantly changed no comparison with previous waves.
Journey Purpose Day of Week Station Size Sample size Commute Business Leisure Weekday Weekend Very large Large Medium Small
Sample size 25171 10900 3100 11171 21865 3306 7225 5219 7493 5234
Arriva Trains Wales 988 36 12 52 86 14 20 14 33 33 c2c 960 61 5 34 88 12 25 21 32 22 Chiltern Railways 1034 43 16 41 90 10 39 5 27 28 CrossCountry 1241 30 19 51 85 15 24 23 31 21 East Midlands Trains 927 37 17 46 81 19 34 30 17 18 Gatwick Express* 406 32 18 50 89 11 67 0 20 13 Great Northern* 469 55 6 39 91 9 16 25 38 21 Great Western Railway 1458 40 15 45 86 14 35 20 30 15 Greater Anglia 1493 46 11 43 86 14 43 9 31 17 London North Eastern Railway** 1150 16 28 56 93 7 30 11 38 20 London Overground 1603 57 5 38 80 20 16 23 28 32 Merseyrail 773 51 2 47 92 8 24 29 33 13 Northern 1349 44 9 47 90 10 28 36 17 18 ScotRail 1309 45 11 44 86 14 37 17 31 15 South Western Railway*** 2093 45 9 46 82 18 23 22 42 13 Southeastern 1463 52 7 41 87 13 28 31 27 14 Southern* 1320 42 7 51 88 12 22 40 25 14 TfL Rail**** 1009 56 6 38 82 18 34 0 29 37 Thameslink* 1201 57 10 34 91 9 18 33 24 25 TransPennine Express 816 37 19 45 95 5 29 21 31 19 Virgin Trains 1099 22 32 45 87 13 29 6 33 32 West Midlands Trains*** 1010 44 12 45 88 12 31 19 30 20
7.4 Unweighted sample profile 40
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 Network Rail 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 41
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
**South Western Railway rebranded from South West Trains in Regional Operators Arriva Trains Wales Autumn 2017. West Midlands Trains rebranded from London Midland Merseyrail in Spring 2018. Northern *** London North Eastern Railway rebranded from Virgin Trains East Coast in Autumn 2018 . ScotRail ****TfL Rail also includes the former Heathrow Connect stopping service London Paddington – Heathrow from Autumn 2018. AS TOC boundary significantly changed no comparison with previous waves.
* Part of the Govia Thameslink Railway franchise 8.2 Rail sectors 42
11 8.3 How routes are defined
c2c: Tilbury line East Midlands Trains: London How are routes defined Journeys on the London Fenchurch Street – Southend Central (via Journeys on the London - Sheffield and London - Nottingham routes. Tilbury Town) and Fenchurch Street – Grays lines. Also includes London - Corby services.
The routes have been defined in Chiltern Railways: Commuter Gatwick Express* Journeys on the London Marylebone – Banbury route, including Fast Gatwick Express services Gatwick – London conjunction with the train companies. services London Marylebone - stations south of Banbury (via Victoria (including peak extensions to/from Brighton). By TOC the areas covered by each Wembley Stadium). Also includes London Marylebone – Aylesbury (via High Wycombe) and Aylesbury – Princes Risborough services, route are as follows: but not London Marylebone – Oxford. South Western Railway rebranded from South West Trains in Chiltern Railways: Metro Grand Central: London - Bradford Autumn 2017. West Midlands Trains rebranded from London Journeys on the Aylesbury/Aylesbury Vale Parkway – London line Journeys on London King's Cross - Bradford Interchange route. Midland in Spring 2018. London North Eastern Railway (via Amersham). rebranded from Virgin Trains East Coast in Autumn 2018. TfL Rail includes rebranded Heathrow Connect to TfL Rail - West and Chiltern Railways: Oxford Grand Central: London - Sunderland TfL Rail rebranded as TfL Rail - East in Autumn 2018. Journeys on London Marylebone – Oxford services. Journeys on London King's Cross - Sunderland route.
Arriva Trains Wales: Cardiff & Valleys Chiltern Railways: West Midlands Great Northern* Journeys on the Valley lines around Cardiff. Journeys on the West Midlands – London Marylebone services, Journeys on the Peterborough/King's Lynn - London King's including London – Stratford-Upon-Avon and a few services that Cross/Moorgate route. do not go to/from London. Arriva Trains Wales: Interurban CrossCountry: East – West Great Western Railway: Long distance Journeys on the Fishguard Harbour – Manchester Piccadilly, Journeys on routes Birmingham – Leicester, Birmingham – Journeys on long distance services. Milford Haven – Manchester Piccadilly, and Holyhead – Cardiff Cambridge and Stansted Airport, and Nottingham/Derby – Central lines. Bristol/Cardiff.
Great Western Railway: London Thames Valley Arriva Trains Wales: Mid Wales & Borders CrossCountry: North-South Manchester Journeys on relatively short distance services in and around Journeys on the Pwllheli/Aberystwyth – Birmingham International, Journeys on route Manchester to/from the South West and the Thames Valley. Shrewsbury – Crewe, and Holyhead – Birmingham International South Coast. lines.
Arriva Trains Wales: North Wales & Borders CrossCountry: North-South Scotland & North East Great Western Railway: West Journeys on the Llandudno – Manchester Piccadilly, Bidston – Journeys on route Scotland/North East England to/from the Journeys on (generally) short distance rural rail lines in the Wrexham Central, Chester – Crewe, and Llandudno/Llandudno South West/South Coast. West of England. Junction - Blaenau Ffestiniog lines.
Arriva Trains Wales: South Wales & Borders/West Wales East Midlands Trains: Liverpool - Norwich Greater Anglia: Intercity Journeys on the Swansea – Shrewsbury, Maesteg – Cheltenham Journeys on the Liverpool - Norwich route. London – Norwich journeys, plus a few shorter workings Spa, Pembroke Docks – Swansea, Swansea – Cardiff Central, and (like an early morning Colchester to Norwich service). Cardiff Central – Ebbw Vale Town lines. c2c: Southend line East Midlands Trains: Local Greater Anglia: Main line Journeys on the London Fenchurch Street – Journeys on local rail lines around Nottingham, Derby and Lincoln Journeys on outer suburban Great Eastern services London - Shoeburyness/Southend Central line (via Basildon). (excluding Liverpool - Norwich, London - Sheffield and London - Ipswich, plus branches to Harwich, Clacton, Walton, Sudbury, Nottingham services). Southminster and Braintree. Also includes journeys on London - Southend Victoria service.
* Part of the Govia Thameslink Railway franchise 8.3 How routes are defined 43
8 8.3 How routes are defined (cont'd)
Greater Anglia: Rural London Overground: Richmond/Clapham ScotRail: Rural Journeys on Ipswich – Felixstowe, Lowestoft, Cambridge and Junction – Stratford Journeys on predominantly rural rail lines. Peterborough rail lines, plus Norwich to Lowestoft, Yarmouth, Journeys on the Richmond – Stratford and Clapham Junction – Sheringham and Cambridge lines. Willesden Junction/Stratford rail lines.
Greater Anglia: Stansted London Overground: Watford – Euston ScotRail: Strathclyde Journeys on Stansted Express, on Greater Anglia trains which Journeys on the London Euston – Watford line. Journeys on local rail lines within Strathclyde. start or end at Stansted Airport where the passenger has an origin or destination of the airport.
Greater Anglia: West Anglia London Overground: West Anglia ScotRail: Urban Journeys on London – Hertford East, London – Cambridge, Journeys on West Anglia routes London - Enfield Town, London - Shorter distance journeys on predominantly urban rail lines, London – King’s Lynn, Cambridge – Kings’s Lynn and Cambridge - Chingford, London - Cheshunt and Romford - Upminster. within urban areas that are not covered by the Strathclyde route Stansted Airport. Also passengers using Stansted Express for journeys not travelling to or from Stansted Airport.
Heathrow Express: Merseyrail: Northern Southeastern: High speed All Heathrow Express journeys. Journeys on the Hunts Cross – Southport/Ormskirk rail line. Journeys on high speed trains to/from London St. Pancras.
Hull Trains: Merseyrail: Wirral Southeastern: Main line All Hull Trains journeys. Journeys on the central Liverpool – West Kirby, New Brighton, Journeys on (generally) main line routes London – Kent lines. Chester and Ellesmere Port rail lines.
London North Eastern Railway: London – Leeds and West Northern: Central Southeastern: 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.
Southern: Metro* London North Eastern Railway: London – Northern: East Journeys on rail lines that are within London. Newcastle/Sunderland and East Yorkshire Journeys from stations on lines in and around Yorkshire and the Journeys on London – Newcastle, London – Sunderland, London – Humber, including Leeds, Doncaster and Sheffield York, London – Hull, and London – Lincoln services.
London North Eastern Railway: London - Scotland Northern: North East Southern: Sussex Coast* Journeys on London – Scotland services, and Leeds – Scotland Journeys from stations on lines in and around the North East, including Journeys London – Sussex (and beyond). services . Newcastle and Middlesbrough
London Overground: Gospel Oak – Barking Northern: West South Western Railway: Island line Journeys on the Gospel Oak – Barking line. Journeys from stations on lines in and around Liverpool, Preston and Journeys starting from stations on the Isle of Wight. Cumbria
London Overground: Highbury & Islington – Croydon/ ScotRail: Interurban South Western Railway: Longer distance Clapham Junction Journeys on longer distance rail lines between urban areas. Journeys starting on longer distance routes that generally go to Journeys on the Highbury & Islington – West Croydon and or from London, but where the vast majority of the journey is Highbury & Islington - Clapham Junction lines. outside London.
* Part of the Govia Thameslink Railway franchise 8.3 How routes are defined (cont'd) 44
8 8.3 How routes are defined (cont'd)
South Western Railway: Metro Virgin Trains: London - Birmingham – Scotland Journeys on routes that are mainly or wholly within London. Journeys on London - Birmingham – Scotland services.
South Western Railway: Outer Suburban and Local Virgin Trains: London – Liverpool Journeys on routes that go outside London, but which are within Journeys on London – Liverpool services. commuter travelling distance of London. Also journeys on local routes that are generally not on main lines that are wholly outside London. TfL Rail - East Virgin Trains: London – Manchester Journeys on London – Shenfield metro service. Journeys on London – Manchester services.
TfL Rail - West Virgin Trains: London – North Wales Journeys on stopping service London – Heathrow Journeys on London – Holyhead/North Wales services. (including London – Hayes and Harlington)
Thameslink: Loop* Virgin Trains: London – Scotland Journeys on Thameslink loop trains (via Wimbledon and Sutton) Journeys on London – Glasgow/Scotland services. Also includes from/to as far north as Luton or St Albans. London - Blackpool services.
Thameslink: Kent* Virgin Trains: London – Wolverhampton/Shrewsbury Journeys on the Bedford - Kent route (including Denmark Hill Journeys on London – Wolverhampton/Shrewsbury services. & Sevenoaks, West Dulwich & Orpington route).
Thameslink: North/South* West Midlands Trains: London Commuter Journeys on the Brighton – Bedford route. Journeys on London Euston – Milton Keynes – Northampton services. Also journeys on Bedford – Bletchley, and Watford Junction – St Albans Abbey routes.
TransPennine Express: North West Midlands Trains: West Coast Journeys on rail lines between Liverpool Lime Street/Manchester/ Journeys on London Euston – Crewe/Liverpool Lime Street, Manchester Airport and Hull, Scarborough, Middlesbrough, and London Euston – Birmingham New Street (mainly passengers Newcastle. to/from Birmingham New Street, Coventry or Rugby), and Birmingham New Street - Liverpool Lime Street routes.
TransPennine Express: North West West Midlands Trains: West Midlands Journeys on rail lines between Manchester Airport & Manchester Journeys on several rail lines in and around Birmingham New and Carlisle, Preston, Lancaster, Glasgow and Edinburgh. Street.
TransPennine Express: South Journeys on rail lines between Manchester Airport/Manchester and Cleethorpes.
* Part of the Govia Thameslink Railway franchise 8.3 How routes are defined (cont'd) 45 Reference: c2c TOC report Autumn 2018 (Wave 39)
Contacts: Transport Focus is the operating name of the David Greeno Alexis Goodson Passengers' Council. This survey was published in Transport Focus Watermelon Research January 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]