Bringing clarity, delivering breakthroughs

GWR Assisted Travel Experience Report: January – June 2017 July 2017 Executive summary Background and methodology

Booking GWR assisted travel services

Satisfaction with GWR assisted travel services Experience of GWR assisted travel services Learnings from other providers and improvements Travel habits Demographic profile

13803B GWR Assisted Travel Experience Report: July – December 2016 2 Executive summary

Satisfaction decreased slightly in January-March 2017 and has remained stable in April-June 2017 • Although it doesn't appear to have affected overall satisfaction, in April-June more passengers experienced disruption to their journey and did not feel kept updated by staff with changes to their journey • Despite a small decrease, satisfaction with station facilities remains high at 91%. Satisfaction with train facilities has recovered from the low seen last wave and is now at 86% • The net promoter score is +67 in April-June, and more people have not recommended the service to someone else compared to previous waves • The proportion of passengers who couldn’t have made their train journey without the assisted travel service is at its highest in April-June at 69% What is working well? • Staff who helped on the journey continue to be rated very positively – most positive ratings are for being friendly, being understanding of the passenger’s needs and providing assistance that meets these needs • Confidence when boarding the train remains consistent and only a very small number are nervous to continue their journey What is not working well? • After booking, passengers feel less confident that all of their requirements would be met on the day • In April-June there was a noticeable decrease in the number of passengers made aware of facilities on the trains to just over half • A small number report not being met at their booked time, but everyone was able to continue their journey

14206B GWR Assisted Travel Experience Report: January – June 2017 3 Executive summary Background and methodology Booking GWR assisted travel services

Satisfaction with GWR assisted travel services Experience of GWR assisted travel services Learnings from other providers and improvements Travel habits Demographic profile

13803B GWR Assisted Travel Experience Report: July – December 2016 4 Background and methodology Many disabled people are able to use the rail network without assistance due to improved accessibility across services. Train Operators do their best to help disabled or elderly passengers who need assistance, however if help is needed, it is best to book assistance in advance. Great Western Railway (GWR) is required to provide the Office of Rail Regulation (ORR) with quantifiable data that demonstrates how well GWR is delivering the service to customers.

We conduct a quarterly customer experience survey by telephone with 125 passengers who have booked GWR assisted travel services.

This report details the findings from the third to tenth wave. The third wave ran from July – September 2015 and the most recent wave ran from April – June 2017. Significant differences between waves are shown as below: Significant increase Significant decrease

Any significant differences between sub groups are also noted where applicable. Don’t know responses have been excluded throughout.

14206B GWR Assisted Travel Experience Report: January – June 2017 5 Executive summary Background and methodology Booking GWR assisted travel services Satisfaction with GWR assisted travel services Experience of GWR assisted travel services Learnings from other providers and improvements Travel habits Demographic profile

13803B GWR Assisted Travel Experience Report: July – December 2016 6 Booking GWR assisted travel The vast majority of passengers book GWR assisted travel themselves. This remains consistent across all waves. Booked assisted travel

Booked assistance for myself I have booked for myself to travel with someone who needs assistance I have booked for someone else who needs assistance 100% 93% 89% 88% 86% 83% 84% 78% 78% 80%

60%

40%

18% 20% 11% 13% 12% 8% 9% 8% 7% 10% 7% 6% 3% 3% 3% 0% 2% 0% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q1 Please can I ask if you have booked GWR assisted travel for yourself or was it booked by someone else? Base: W3:123; W4:129; W5:129; W6:128; W7:130; W8:129; W9:130; W10:129

14206B GWR Assisted Travel Experience Report: January – June 2017 7 Method used to book GWR Assisted Travel services The main methods of contacting assisted travel services tend to be consistent with the final booking method. Contacting GWR directly by phone remains the most popular method, followed by visiting the station. Methods of contacting Methods of booking Jan-Mar Apr-Jun

Contacted GWR directly by phone/ called the (0800) 40% 56% assisted travel line 16% 52%

21% 17% Visited the station I wanted to travel from 19% 10%

15% 11% Contacted GWR directly by email/used the website 17% 13%

7% Somebody else booked for me 12%

8% 7% Called National Rail Enquiries 9% 8%

Booked online via the disabled person’s Railcard 2% 0% website 15% 12%

7% 9% Other 17% 5%

Q13 Which of the following methods did you use when you contacted someone to book the service? Base: W9:130; W10:129 / Q14 And which method did you use to actually make the booking? Base: 14206B GWR Assisted Travel Experience Report: January – June 2017 W9:121; W10:113 8 Use of GWR assisted travel service During January-March, the proportion who always use the assisted travel service was at its second highest level so far. Statement that best fits regarding GWR assisted travel service I always use the assisted travel service I sometimes use the assisted travel service I only use it when my friend/partner/carer can’t make the journey with me This is the first time I have used the assisted travel service 100%

80% 68% 65% 67% 61% 57% 57% 58% 60% 55%

40% 32% 26% 22% 23% 19% 19% 20% 15% 14% 11% 12% 13% 11% 15% 9% 5% 3% 4% 2% 2% 2% 2% 2% 0% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-June 17

Q5 And, just to check, which of the following statements best fits you when you use the GWR assisted travel service? Base: W3:123; W4:129; W5:129; W6:128; W7:130; W8:129; W9:130; W10:129 14206B GWR Assisted Travel Experience Report: January – June 2017 9 Executive summary Background and methodology Booking GWR assisted travel services Satisfaction with GWR assisted travel services Experience of GWR assisted travel services Learnings from other providers and improvements Travel habits Demographic profile

13803B GWR Assisted Travel Experience Report: July – December 2016 10 Overall satisfaction with the GWR assisted travel service Overall satisfaction with the GWR assisted travel service is high. Key factors for the high satisfaction are that the service ran smoothly, staff are both friendly and helpful and made passengers feel confident about their journey. Although overall dissatisfaction is low, around 10% feel staff weren’t clear in explaining what would happen throughout the journey and did not keep them updated about changes (for example due to delays). Satisfaction with GWR assistance service Very dissatisfied Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied

63% 72% 68% 77% 76% 73% 78% 74%

20% 13% 19% 17% 13% 16% 19% 11% 5% 6% 6% 3% 9% 3% 7% 7% 8% 5% 3% 1% 2% 5% 2% 3% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q27 Overall, how satisfied were you with the assistance you received from Great Western Railway? Base: W3:123; W4:128; W5:128; W6:128; W7:129; W8:127; W9:129; W10:128 14206B GWR Assisted Travel Experience Report: January – June 2017 11 Net satisfaction scores – overall satisfaction The majority of passengers are satisfied with the assisted travel service. Although only a small proportion are dissatisfied, the reasons for dissatisfaction are often related to the service being inconsistent across journeys and not receiving assistance rather than receiving bad assistance.

Overall satisfaction with the GWR assisted travel service

Satisfied Dissatisfied

100% 95% 92% 90% 87% 88% 88% 83% 85% 80%

60%

40%

20% 11% 10% 7% 5% 4% 5% 6% 1% 0% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q27 Overall, how satisfied were you with the assistance you received from Great Western Railway? Base: W3:123; W4:128; W5:128; W6:128; W7:129; W8:127; W9:130; W10:129 14206B GWR Assisted Travel Experience Report: January – June 2017 12 Reasons for satisfaction/dissatisfaction

“The main problem I experience when I travel “I've used them quite a lot of times and they're alone is that the staff are meeting me at my extremely helpful and very friendly and really helpful. journey but they do not always know where An example of this is, they chat to you and make you my carriage is, so they could be away from feel you’re not being a nuisance and they're nice to me, but due to time I have to ask other you and make you feel relaxed.” passengers to help me get off the train. This makes me feel a bit vulnerable, as getting on “We were met at the station. The assistance was kind and off the train is the biggest thing I am and friendly and they told us the train was going to worried about.” be delayed - the service was just great. I’m confident now to make other trips with the assistance.” “I didn't get met at Paddington station, and a few friends had a similar experience at “I thought it was amazing. Very well organised, very Paddington station a few weeks afterwards.” helpful staff, very protective of me if there were crowds around. They made sure that I had my seat by “I’m on strong medication and I fell asleep one removing somebody who was sat there and they time and when I got to Birmingham they made sure I got on the train before anybody else.” remembered me and woke me up but other times, that hasn't happened.” “Every time they meet me at the carriage door they “My husband was able to leave me with put me on my seat and the phone ahead for assistance from the start as I felt confident at someone to see me at the next station, it was Swindon but Gloucester station I had no seamless and beautiful. This makes me feel very good and not tired when I reach my destination.” assistance waiting.” Q28 Why do you say that? Base: W7:129; W8:127 14206B GWR Assisted Travel Experience Report: January – June 2017 13 Ease of booking GWR assisted travel Passengers find the booking process easy, and the majority agree it is very easy.

Overall booking process Very difficult Fairly difficult Neither easy nor difficult Fairly easy Very easy

66% 64% 77% 75% 77% 74% 86% 86%

21% 23% 13% 16% 18% 14% 8% 5% 11% 5% 8% 3% 5% 7% 2% 5% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Q15 On a scale of 1 to 5, where 1 is very difficult and 5 very easy, how would you rate the overall booking process? Base: W3:86; W4:106; W5:113; W6:111; W7:110; W8:114; W9:121; W10:113 14206B GWR Assisted Travel Experience Report: January – June 2017 14 Feeling after booking GWR assisted travel Passengers are generally confident after booking, but in April-June 2017 there is a significant decrease in passengers feeling confident that their requirements would be met.

Feeling after booking

I felt doubtful that my requirements would be met on the day I felt that most of my requirements would be met I felt confident that my requirements would be met

69% 72% 80% 83% 80% 88% 85% 86%

20% 22% 14% 14% 7% 13% 11% 15% 11% 6% 5% 4% 6% 3% 6% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Q17 please tell us which of the following best describes how you felt after making your booking…? Base: W3:118; W4:128; W5:128; W6:127; W7:130; W8:128; W9:129; W10:127 14206B GWR Assisted Travel Experience Report: January – June 2017 15 How well informed passengers are The majority of passengers feel ‘completely informed’ about what to expect on the day of travel, and although not at it’s peak, this has increased since October-December 2016.

How well informed passengers are Not informed Fairly uninformed Neither informed nor uninformed Slightly informed Completely informed

70% 77% 79% 78% 76% 77% 85% 81%

18% 13% 10% 14% 10% 13% 12% 9% 5% 8% 6% 2% 6% 5% 6% 6%

Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q16 Now thinking specifically about the type of information you were given when booking, were the options available to you clearly explained with sufficient information on what to expect on the day 14206B GWR Assisted Travel Experience Report: January – June 2017 of travel? Base: W3:114; W4:123; W5:124; W6:122; W7:125; W8:120; W9:128; W10:126 16 Net satisfaction scores – ease of booking Satisfaction with the ease of booking has increased slightly in the first half of 2017.

Satisfaction with ease of booking

Satisfied Dissatisfied

97% 100% 94% 95% 91% 90% 87% 88% 87%

80%

60%

40%

20% 8% 4% 6% 6% 4% 1% 1% 3% 0% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q15 On a scale of 1 to 5, where 1 is very difficult and 5 very easy, how would you rate the overall booking process? Base: W3:86; W4:106; W5:113; W6:111; W7:110; W8:114; W9:121; W10:113 14206B GWR Assisted Travel Experience Report: January – June 2017 17 Net scores – how well informed passengers are The majority of passengers feel informed about what to expect on the day of travel.

How well informed passengers are

Informed Uninformed

100% 94% 91% 92% 91% 90% 88% 88% 90%

80%

60%

40%

20% 5% 6% 4% 3% 3% 4% 2% 3% 0% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q16 Now thinking specifically about the type of information you were given when booking, were the options available to you clearly explained with sufficient information on what to expect on the day 14206B GWR Assisted Travel Experience Report: January – June 2017 of travel? Base: W3:114; W4:123; W5:124; W6:122; W7:125; W8:120; W9:128; W10:126 18 Awareness of facilities The number of passengers made aware of facilities at stations has remained reasonably consistent across all waves. However, awareness of facilities on trains decreased in April-June 2017.

Awareness of facilities

Yes, made aware of facilitates at the station(s) Yes, made aware of the facilities on the train(s)

100%

80% 67% 67% 67% 64% 64% 67% 62% 62% 65% 66% 58% 60% 61% 62% 56% 57% 51%

40%

20%

0% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q18 Were you made aware of the facilities available to you, both at the station(s) and on the train(s) you would be using? Base: W3:123; W4:129; W5:129; W6:128; W7:130; W8:129; W9:130; W10:129 14206B GWR Assisted Travel Experience Report: January – June 2017 19 Satisfaction with staff who provided assistance Satisfaction levels with staff are consistently high across all waves although significantly fewer passengers felt they were kept updated in changes to their journey by staff in Apr-Jun 2017.

The member(s) of staff was friendly The member(s) of staff clearly explained what would happen at the various stages of my journey

8% 7% 12% 8% 8% 5% 7% 10%

99% 98% 96% 100% 96% 98% 97% 96% 89% 88% 81% 90% 83% 88% 90% 87%

Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun 15 15 16 16 16 16 17 17 15 15 16 16 16 16 17 17

The member(s) of staff kept me updated on any changes to my The member(s) of staff made me feel confident about my journey journey (e.g. due train delays) that day

7% 14% 13% 7% 8% 5% 4% 9%

95% 96% 95% 93% 87% 82% 84% 90% 87% 90% 82% 90% 91% 92% 90% 93%

Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun 15 15 16 16 16 16 17 17 15 15 16 16 16 16 17 17 Q21 Thinking about the staff who helped you, to what extent do you agree or disagree with the following… Base: W3:119; W4:129; W5:127; W6:126; W7:128; W8:125; W9:128; W10:125/ W3:113; W4:120; W5:108; W6:118; W7:109; W8:113; W9:111; W10:115/ W3:98; W4:98; W5:88; W6:88; W7:86; W8:88; W9:73; W10:87/W3:115; W4:125; W5:122; W6:124; W7:126; W8:115; W9:123; W10:122 14206B GWR Assisted Travel Experience Report: January – June 2017 20 Satisfaction with staff who provided assistance continued… Significantly more passengers experienced disruption to their journey during April-June 2017.

The member(s) of staff was understanding of my needs The member(s) of staff had prepared to assist me

4% 4% 6% 2% 5% 2% 3% 3%

92% 91% 95% 95% 94% 94% 95% 95% 94% 94% 93% 96% 91% 98% 95% 94%

Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun 15 15 16 16 16 16 17 17 15 15 16 16 16 16 17 17

The member(s) of staff provided assistance to meet my needs I did not experience any disruption to my journey

3% 7% 5% 2% 5% 3% 3% 2% 9% 12% 7% 5% 8% 12% 10% 31%

98% 95% 92% 92% 93% 95% 94% 97% 88% 87% 86% 94% 90% 85% 89% 69%

Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun Jul-Sept Oct-Dec Jan-Mar Apr-Jun 15 15 16 16 16 16 17 17 15 15 16 16 16 16 17 17 Q21 Thinking about the staff who helped you, to what extent do you agree or disagree with the following… Base: W3:116; W4:129; W5:122; W6:126; W7:127; W8:124; W9:127; W10:124/W3:118; W4:129; W5:125; W6:122; W7:129; W8:124; W9:128; W10:124/ W3:118; W4:128; W5:127; W6:126; W7: 30; W8:125; W9:126; W10:126/W3:119; W4:127; W5:125; W6:123; W7:129; W8:123; W9:125; W10:124 14206B GWR Assisted Travel Experience Report: January – June 2017 21 Satisfaction with staff who provided assistance continued… The proportion told about additional help significantly decreased in April-June 2017. When asked to give details of the additional help passengers typically report that the staff explained where the refreshments were and offered a wheelchair.

The member(s) of staff told me about additional help I could receive, even though I had not booked it originally Agree Neither agree nor disagree Disagree

26% 30% 35% 33% 34% 44% 50% 51% 11% 13% 5% 18% 17% 10% 8% 18% 63% 57% 61% 50% 44% 42% 47% 31%

Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q21 Thinking about the staff who helped you, to what extent do you agree or disagree with the following… Base: W3:85; W4:80; W5:76; W6:68; W7:82; W8:65; W9:44; W10:71 14206B GWR Assisted Travel Experience Report: January – June 2017 22 Net scores – station facilities GWR station facilities are rated highly by passengers and very few rate the station facilities as poor.

Station facilities

Good Poor

95% 100% 93% 92% 89% 91% 86% 88% 87%

80%

60%

40%

20% 5% 7% 5% 6% 3% 3% 2% 2% 0% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q29 Overall, how would you rate the service you received from Great Western Railway in terms of station facilities for your needs? Base: W3:118; W4:128; W5:123; W6:120; W7: 125; W8:123; W8:127; 14206B GWR Assisted Travel Experience Report: January – June 2017 W9:127; W10:121 23 Net scores – train facilities The proportion rating train facilities as poor has decreased since the second half of 2016.

Train facilities

Good Poor

100% 87% 87% 86% 86% 83% 85% 85% 80% 80%

60%

40%

20% 10% 12% 8% 6% 8% 8% 3% 3% 0% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q29 Overall, how would you rate the service you received from Great Western Railway in terms of train facilities for your needs? Base: W3:114; W4:124; W5:125; W6:120; W7:121; W8:119; W9:124; 14206B GWR Assisted Travel Experience Report: January – June 2017 W10:127 24 Executive summary Background and methodology Booking GWR assisted travel services Satisfaction with GWR assisted travel services Experience of GWR assisted travel services Learnings from other providers and improvements Travel habits Demographic profile

13803B GWR Assisted Travel Experience Report: July – December 2016 25 Waiting times to be met by a member of the assisted travel service The majority are told a time to meet at the station and are met at that time. Some passengers had to wait for assistance and a few passengers weren’t met by a member of staff but continued their journey.

Told a time to meet at the station Met at booked time

6% 14% 15% 12% 9% 8% 13% 13%

94% 86% 85% 88% 91% 92% 87% 87%

Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q19 Were you told a time to arrive at the station? Base: W7:129; W8:126; W9:129; W10:128; Q19b Were you met at your booked time? Base: W7:110; W8:107; W9:120; W10:108 14206B GWR Assisted Travel Experience Report: January – June 2017 26 Assistance throughout the journey For the majority of passengers, assistance is provided throughout their whole journey, although for around 1 in 5 passengers assistance didn’t continue from the start to the end of their journey.

Assistance provided throughout journey

No Yes

Assistance wasn’t provided at various stations, the most common mentions in Jan-Jun are: On the train itself (6 80% 79% 84% 85% 85% 82% mentions) At the start of my journey (3 mentions) At the end of my journey (1 mention) ● Paddington (7 20% 21% 16% 15% 15% 18% mentions) ● Reading (3 mentions) Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Q25 Was the assistance you booked provided throughout your journey? Base: W5:128; W6:128; W7:130; W8:126; W9:130; W10:127 14206B GWR Assisted Travel Experience Report: January – June 2017 27 Feelings when boarding the train The majority feel confident when boarding the train. While it remains low, the proportion feeling nervous to continue their journey has slightly increased.

Feeling while boarding I was nervous to continue my journey I felt a little anxious about what to expect when I got off the train I felt confident that the rest of my journey would go well

71% 74% 77% 76% 74% 84%

26% 21% 22% 22% 22% 13%

2% 2% 2% 4% 6% Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Q22 We would like to better understand how you felt as you boarded your train… Base: W4:127; W5:124; W6:127; W7:129; W8:128; W9:128; W10:126

14206B GWR Assisted Travel Experience Report: January – June 2017 28 Helpfulness of service The proportion of passengers who couldn’t have made their train journey without the assisted travel service is at its highest in April-June 2017.

Helpfulness of service

I could not have completed this particular journey without the assisted travel service I could have completed my journey but it would have been more difficult I could have completed my journey without the assisted travel service

56% 62% 59% 58% 61% 67% 67% 69%

39% 41% 42% 38% 36% 33% 33% 29%

1% 2% 1% 3% 2% 2% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 July-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Q23 We are keen to know how helpful you found the service in terms of making your train journey more convenient. Which of the following best describes your experience? Base: W3:123; W4:129; W5:128; W6:128; W7:130; W8;129; W9:130; W10:129 14206B GWR Assisted Travel Experience Report: January – June 2017 29 Feeling of independence when using the assisted travel service The majority of passengers agree that the assisted travel services allows them to be independent.

Assisted travel service allows more independence Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

76% 71% 74% 79% 81% 78% 81% 86%

16% 15% 14% 15% 7% 13% 21% 8% 3% 5% 7% 6% 2% 3% 5% 1% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q24 How much do you agree or disagree that the assisted travel service allows you to be independent? Base: W3:120; W4:124; W5:127; W6:126; W7:130; W8:129; W9:130; W10:127 14206B GWR Assisted Travel Experience Report: January – June 2017 30 Using GWR’s assisted travel service in the future The majority of passengers will definitely use GWR’s assisted travel service in the future. In January-March 2017, no one said they definitely wouldn’t use the service, however in April-June 2017 fewer passengers said they would definitely use the service.

Likelihood to use GWR’s assisted travel service Definitely Probably Probably not Definitely not

2% 1% 2% 2% 3% 7% 3% 5% 9% 11% 12% 12% 11% 16% 18%

91% 89% 83% 84% 87% 86% 77% 81%

Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q31 How likely are you to use Great Western Railway’s assisted travel service again? Base: W3:123; W4:129; W5:129; W6:128; W7:130; W8:129; W9:130; W10:129 14206B GWR Assisted Travel Experience Report: January – June 2017 31 Description of the Net Promoter Score

• Net Promoter is a customer loyalty metric

• The Net Promoter Score (NPS) is obtained by asking customers one simple rating question:

• "How likely is it that you would recommend our company to a friend or colleague?"

• Based on their responses, customers are categorised into one of three groups based on a score between 0 and 10:

• Promoters (9-10 rating) – are loyal enthusiasts who will keep buying and refer others, fuelling growth

• Passives (7-8 rating) – are satisfied but unenthusiastic customers who are vulnerable to competitive offerings

• Detractors (0-6 rating) – are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

• The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter score.

NPS = % of Promoters (9s and 10s) - % of Detractors (6 or lower)

14206B GWR Assisted Travel Experience Report: January – June 2017 NPS developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix. 32 Net Promoter Score The assisted travel service has always had a very high NPS. However there is a decrease during April-June 2017.

GWR Net Promoter Score

100%

78% 77% 78% 76% 80% 74% 73% 75% 70% 67% 61% 60%

40%

20%

0% Jan-Mar 15 Apr-Jun 15 Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Q30 On a scale of 0 to 10, where 0 is very unlikely and 10 very likely, how likely would you be to recommend Great Western Railway’s assisted travel service to a friend/ family member who may require such a service? Base: W5:128; W6:128; W7:128; W8:127; W9:128; W10:128 14206B GWR Assisted Travel Experience Report: January – June 2017 33 Recommendation of the GWR assisted travel service In April-June 2016, the proportion who have not recommended GWR assisted travel service is at its highest.

Whether GWR assisted travel service has been recommended Yes No, but I don't know anyone who might find the service useful No

5% 7% 10% 15% 21% 26% 29% 19% 26% 13%

69% 71% 64% 66% 59%

Apr-Jun 16 Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17

Q30b. Have you recommended Great Western Railway’s assisted travel service? W6:117; W7:116; W8:113; W9:117; W10:107

14206B GWR Assisted Travel Experience Report: January – June 2017 34 Executive summary Background and methodology Booking GWR assisted travel services Satisfaction with GWR assisted travel services Experience of GWR assisted travel services Learnings from other providers and improvements Travel habits Demographic profile

13803B GWR Assisted Travel Experience Report: July – December 2016 35 Learnings from other providers The vast majority of passengers who travel with other assisted travel operators suggest GWR don’t need to learn anything from them. However a minority suggest a few areas for improvement. What GWR could learn from other providers

Improve trains (generally) 5% Jan-Mar 17 Apr-Jun 17 9% Making sure someone is there to meet you when 5% the train arrives 6% Make a refreshments trolley available on the train 3% 5%

Better communication (between stations) 5% 1%

Look at what do 3% 2%

More helpful/pleasant/better trained staff 3% 1% Make it possible to get assistance without booking 2% in advance Introduce reserved seating/ wheelchair spaces 1%

Nothing 74% 73%

Other 5% 4%

Don't know 2% 1% Q32 Earlier you said that you also travel by train with... Is there anything that this/these providers do that you feel Great Western Railway could learn from to improve their assisted travel service? 13803B GWR Assisted Travel Experience Report: July – December 2016 Base: W9:66; W10:81 36 Suggested improvements to the GWR assisted travel service The most mentioned improvements to the GWR assisted travel service are making sure staff turn up when/where they are booked, improving the booking process and communication. Suggested improvements 8% Make sure staff turn up when/where booked 12% 6% Jan-Mar 17 Apr-Jun 17 Improve reservation/booking process (generally) 6% 5% Better communication between stations/offices/departments 7% 5% More trains/More direct trains/Better trains (generally) 2% 4% More staff available (at smaller stations) 2% 4% Improve/upgrade all (disabled) facilities at (my) station(s) 2% 2% Make staff offering assistance easier to identify 2% 2% Assistance getting food/drink on the journey 2% 2% Larger luggage area on train 2% 2% Improve staff training (generally) 1% 2% Some staff could be friendlier/more pleasant/more helpful 1% Improved wheelchair facilities on trains 3% 1% More information/Clearer information (generally) 2% 1% More help/better service from staff on train 2% Improved/Functional disabled toilet facilities on trains 2% Better directions to different points in the station 2% 1% Quiet room/waiting area (for the disabled) 1% Improved (disabled) toilet facilities at stations 1% More help with getting luggage on/off train 1% Remove requirement to book in advance 1% 51% Nothing 49% 3% Other 6% 3% Don't know 4% Q33 If you could make one change to the GWR assisted travel service to make it better, what would that be and why? Base: W9:130; W10:129 13803B GWR Assisted Travel Experience Report: July – December 2016 37 Executive summary Background and methodology Booking GWR assisted travel services Satisfaction with GWR assisted travel services Experience of GWR assisted travel services Learnings from other providers and improvements Travel habits Demographic profile

13803B GWR Assisted Travel Experience Report: July – December 2016 38 Use of Train Services The majority of passengers travel by train less frequently than monthly.

Frequency of train travel

Daily Every 2/3 days Once a week Once a month Less frequently

100%

83% 83% 80% 81% 80% 82% 76% 77% 71%

60%

40%

20% 21% 17% 17% 15% 14% 12% 11% 12% 6% 4% 5% 4% 0% 1% 2% 2% 2% 0% 6% 1% 2% 0% 3% 2% Jul-Sept 15 Oct-Dec 15 Jan-Mar 16 Apr-Jun 16 Jul-Sept 16 Oct-Dec0% 16 Jan-Mar 17 Apr-Jun 17 0%

Q2 How often do you typically use the train? Base: W3:123; W4:129; W5:129; W6:128; W7:130; W8:129; W9:130; W10:129 14206B GWR Assisted Travel Experience Report: January – June 2017 39 Operators used Cross Country and Virgin Trains are the two most widely used assisted travel services across other operators.

Train operators ever used Use of other operators assisted travel services

58% 34% Cross Country 55% Cross Country 22%

58% 30% Virgin Trains 42% Virgin Trains 14%

36% South West 20% South West Trains 26% 5% Trains 25% 12% Southern Trains 17% Southern Trains 2%

17% 8% East Coast Rail 9% Jul-Sept 16 East Coast Rail Jul-Sept 16 Oct-Dec 16 Oct-Dec 16 16% Southeastern 9% Southeastern Trains 9% Jan-Mar 17 2% Jan-Mar 17 Trains Apr-Jun 17 Apr-Jun 17 11% 3% ScotRail 12% ScotRail 4%

8% First Capital 3% 5% Connect

Q3 Which of the following train operators have you ever used? Base: W7:130; W8:129; W9:130; Q7 Which ones? Base: W7:130; W8:129; W9:130; W10:129 W10:129 14206B GWR Assisted Travel Experience Report: January – June 2017 40 Travel demographics

Who were you travelling with?

49% 64% I was travelling on my own 78% 50% Type of assistance required 28% 24% Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 Partner/spouse 16% 29% 8% Friends 5% 50% 7% 64% 5% Help with luggage 1% Jul-Sept 16 51% Carer 3% 64% 1% 9% Oct-Dec 16 4% 38% Children 1% 50% 6% Jan-Mar 17 General assistance from staff 11% 47% 4% 53% Other family member 3% Apr-Jun 17 9% 26% Q11 Who were you traveling with on the day? Base: W7:130; W8:129; W9:130; W10:129 A wheelchair ramp/facilities for 13% wheelchair 25% Purpose of travel 24% 40% 17% 55% To visit friends or relatives 50% Help with mobility/A wheelchair 12% 30% 12% 24% 14% 12% Going on holiday 11% 19% 3% 15% 8% Help getting to and from the 2% Leisure day trip 13% 28% station 7% 8% 8% 10% Jul-Sept 16 Family occasion 12% 12% 2% 2% Oct-Dec 16 5% To/from work/college/school or a 3% A sighted guide business meeting 4% 3% 5% Jan-Mar 17 1% 5% 4% Attending medical appointments 5% Apr-Jun 17 2% Q12 What was the main purpose of your journey? Base: W7:130; W8:129; W9:130; W10:129 Q10 Type of assistance required Base: W7:130; W8:129; W9:130; W10:129 14206B GWR Assisted Travel Experience Report: January – June 2017 41 Executive summary Background and methodology Booking GWR assisted travel services Satisfaction with GWR assisted travel services Experience of GWR assisted travel services Learnings from other suppliers and improvements

Travel habits Demographic profile

13803B GWR Assisted Travel Experience Report: July – December 2016 42 Demographic profile

Gender Age

16-24 25-34 35-49 50-59 60-69 70+

Jul-Sept 16: 73% Jul-Sept 16: 27% Jul-Sept 16 2% 4% 9% 16% 12% 56% Oct-Dec 16: 84% Oct-Dec 16: 16% Jan-Mar 17: 78% Jan-Mar 17: 22% Oct-Dec 16 4%3% 5% 17% 15% 53% Apr-Jun 17: 71% Apr-Jun 17: 29% Jan-Mar 17 2%4% 5% 12% 22% 54%

Apr-Jun 17 2%2% 9% 16% 20% 50%

Q34 Gender Base: W7:130; W8:129; W9:130; W10:129 Q35 Age Base: W7:130; W8:129; W9:130; W10:129 Working status Location Jul-Sept 16 Oct-Dec 16 Jan-Mar 17 Apr-Jun 17 London South East East of England 71% Retired 71% South West Wales West Midlands 76% North West Yorkshire and Humberside North East 69% Scotland Northern Ireland East Midlands 17% 15% Jul-Sept 16 8% 10% 40% 4% 12% 8% 7% 2% 9% Employed 8% 9% 2% Oct-Dec 16 3% 10% 2% 56% 3% 4% 5% 5% 3%2%4% In education or 2% training 2% 2% Jan-Mar 17 8% 12% 4% 50% 2% 9% 7% 2%2%2% 2% 1% Other 12% 19% Apr-Jun 17 6% 9% 40% 3% 9% 15% 7% 5%1%4% Q36 Working Status Base: W7:130; W8:129; W9:130; W10:129 13803B GWR Assisted Travel Experience Report: July – December 2016 Q37 Location Base: W7:130; W8:129; W9:130; W10:129 43 Stay in touch +44 (0)20 7627 7700 I [email protected] I www.breakingblueresearch.com I @BBlueResearch

PHIL STUBINGTON CHARLOTTE CRICHTON DIRECTOR RESEARCH MANAGER

[email protected] [email protected] +44 (0)20 7627 7720 +44 (0)20 7627 7750

KATHERINE RAMEK RESEARCH CONSULTANT

[email protected] +44 (0)20 7627 7766

This work has been conducted in accordance with ISO 20252, Our policies and procedures adhere to the the international standard for market and social research Cyber Essential security scheme

14206B GWR Assisted Travel Experience Report: January – June 2017 44