National Rail Passenger Survey CrossCountry TOC Report Spring 2020 (Wave 42)

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] Contents

1 Introduction 5 Weekday/weekend satisfaction

1.1 Methodology 2 5.1 Weekday/weekend satisfaction for CrossCountry 31

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

2 Key results 6 Passenger experience with service

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

2.2 Train factor results for CrossCountry 7

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

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

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

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

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

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

1

1 1.1 Methodology 1.28

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

Each 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

Spring 2020 (Wave 42)

Spring 2020 (wave 42) main fieldwork was undertaken between 27 January and 16 March 2020. Fieldwork was due to continue up to 5 April 2020, but due to the impact of the Coronavirus (COVID-19) and changing Government guidelines, it was necessary to halt NRPS shifts early in the 8th week of fieldwork. No further interviewing shifts were done after the 16 March as Government guidelines stopped all non-essential contact and all unnecessary travel.

In the 2-3 weeks prior to 16 March a large number of shifts were also cancelled by the interviewing team due to numerous interviewers being considered in the at risk category and also some not wishing to work as a precaution. The impact of the COVID-19 virus resulted in 620 planned interviewing shifts not being completed in Spring 2020.

On the 29 February the Northern train company (operated by Arriva Rail North) lost their franchise, and changed to being a publicly owned train operating company from 1 March called Northern Trains. Results for Northern in this report include results for Northern and Northern Trains combined.

Due to a freight train derailment on 23 January that badly damaged track and lineside equipment, there was no train services between Barking and South Tottenham for several weeks. A few NRPS shifts were cancelled and moved to a later date.

During fieldwork there was some periods of adverse weather. In early February Storm Ciara had an impact on a number of shifts with some having to be cancelled or achieving a low number of interviews. Then in mid-February Storm Dennis impacted the South West of the UK particularly, resulting in numerous train cancellations and delays (with some station and line closures). Several NRPS shifts had to be cancelled and rescheduled.

Shifts were aborted if a station only had a replacement bus service. As previously, where a station was still open and served several TOCs, we continued with our intended shift as planned. We were able to distribute questionnaires to passengers on those TOCs still operating a service.

Field workers were told not to offer questionnaires to passengers boarding a replacement bus service and all completed questionnaires relating to journeys undertaken wholly or partly by bus were excluded from the final analysis and reporting of results. There is a question which gathers this data on the front page of the questionnaire, making such exclusions very straightforward.

We recognise that some journeys are not covered by this survey, mainly because it does not include rail replacement bus services, but this only has a limited effect on the results.

Autumn 2019 (Wave 41)

Fieldwork for Wave 41 (including boosts) was undertaken between 2 September and 10 November 2019.

During fieldwork there were some periods of adverse weather, however these only had a limited impact on fieldwork. The worst period of disruption was in the final two weeks when parts of the country suffered very heavy rainfall and flooding.

Weekend fieldwork was affected by extensive engineering works and line closures on some weekends, including on South Western Railway, London Overground and Southeastern. Shifts were rescheduled where possible.

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

1.2 Issues affecting fieldwork 3

1 1.2 Issues affecting1.28 fieldwork

Spring 2019 (Wave 40)

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

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

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

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

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

Autumn 2018 (Wave 39)

FiFieldwork 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.

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

% satisfied/good Satisfaction results for CrossCountry Spring 2020 Spring 2019

Overall satisfaction with the 1 1 5 9 44 41 85 86 journey (867)

Overall satisfaction with the 89 86 station2 02 9 46 43 (922)

Ticket buying facilities 3 02 8 42 49 90 + 85 (388)

Provision of information about train times/platforms4 02 7 38 53 91 89 (908)

Upkeep/repair of the station buildings/platforms5 1 5 13 51 31 81 80 (902)

Cleanliness 6 (895) 1 3 12 50 35 84 84

Toilet facilities at the station7 5 13 14 39 28 67 63 (619)

Attitudes and helpfulness of the 8 staff 1 2 10 35 52 86 87 (655)

Connections with other forms of9 2 7 8 39 44 83 80 public transport (530) Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

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

% satisfied/good Satisfaction results for CrossCountry Spring 2020 Spring 2019 C38 Facilities for car parking. 63 59 (275)Rati 12 11 14 34 29 n… C12 01. Facilities for bicycle parking 5 6 24 27 38 65 65 (178)Rati n… C39 Overall environment. 85 + 81 (908)Rati 0 3 11 54 32 n… C70 Your personal security whilst2. using the stationRati 01 16 45 38 83 80 (825)n… C10 Availability of staff at the station03. 77 75 (745)Rati 2 5 17 41 36 n… C27 01. Shelter facilities 29 (767)Rati 1 9 13 48 77 76 n… C27 Availability of seating02. (848)Rati 3 18 17 40 22 62 62 n… C42 How request to station staff was . handled 02 3 21 74 95 94 (201)Ove ra… C28 Choice of shops/eating/drinking01. 5 13 15 39 27 66 63 facilities availableRati (771)n… C35 01. Availability of Wi-Fi 20 53 51 Rati 15 14 18 33 (352) n… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

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

% satisfied/good Satisfaction results for CrossCountry Spring 2020 Spring 2019 C27 Overall satisfaction with the train03. 82 80 (888)Ove 1 6 11 51 31 ra… C43 Frequency of the trains on that . route 84 86 Sati 2 6 7 46 38 (855) sf… C44 Punctuality/reliability (i.e. the train . arriving/departing on time) 80 - 86 Sati 5 7 8 30 50 (881) sf… C45 Length of time the journey was. scheduled to take (speed)Sati 2 5 7 36 50 86 89 (872)sf… C46 Connections with other train . services 77 81 Sati 4 5 14 40 37 (515) sf… C47 Value for money of the price of . your ticket Sati 11 18 18 33 20 53 54 (858) sf… C49 Upkeep and repair of the train. (882)Rati 2 10 14 52 22 74 75 n…

Provision of information duringC50 . the journey 1 5 16 46 32 77 78 (839)Rati n… C51 Helpfulness and attitude of staff. 1 2 15 40 42 81 82 on trainRati (629)n… C52 . Space for luggage 22 63 54 Rati 6 15 16 42 + (723) n… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

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

% satisfied/good Satisfaction results for CrossCountry Spring 2020 Spring 2019

C53 Toilet facilities. 8 16 16 42 18 59 + 50 (431)R… C36 Comfort of the seats70. 3 9 18 51 19 70 68 (852)R…

Step or gap between the trainC36 and the platform52. 4 7 25 44 20 64 63 (821)R… C36 Your personal security on board71. 11 16 48 35 83 81 (814)R… C90 Cleanliness of the inside2. 3 7 12 51 27 77 78 (892)R… C90 Cleanliness of the outside3. 2 7 19 50 22 72 72 (742)R… C10 Availability of staff on the train 04. (730) 4 8 25 37 25 63 65 R… C64 How well train company deals. 6 14 26 34 21 54 54 with delaysR…

Usefulness of information aboutC19 the delay03. 10 11 20 35 24 59 56 (297)R… C36 Level of crowding02. 11 9 14 34 33 66 63 (875)S… Reliability of the internetC37 connection03. 18 19 12 29 21 50 50 (465)R… C36 Availability of power sockets 04. 66 (543) 15 10 9 33 32 67 R… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

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

% satisfied/good

Satisfaction results for Long-distance* Spring 2020 Spring 2019

C71 Overall satisfaction with the. journeyOve 2 5 8 43 41 84 - 87 (3403)ra…

C23 01. Overall satisfaction with the 1 3 11 47 39 86 85 stationOve ra…

C31 Ticket buying facilities. (1546)Rati 1 3 9 41 46 87 87 n…

C32 Provision of information about. 1 2 6 40 51 91 train times/platformsRati 90 n…

C33 Upkeep/repair of the station . 79 79 buildings/platformsRati 1 6 14 48 31 (3524)n…

C34 . Cleanliness 1 4 12 48 35 83 83 (3525)Rati n…

C36 01. Toilet facilities at the station 6 12 16 40 26 66 + 62 (2427)Rati n…

C36 . Attitudes and helpfulness ofRati the 1 3 12 36 48 84 84 staffn…

C37 Connections with other forms .of 82 public transportRati 3 6 9 40 43 81 (2370)n… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

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

% satisfied/good

Satisfaction results for Long-distance* Spring 2020 Spring 2019

C38 Facilities for car parking. 59 55 (1070)Rati 12 13 16 32 27 n… C12 01. Facilities for bicycle parking 4 6 22 37 31 68 67 (671)Rati n… C39 . Overall environment 1 4 13 52 30 82 81 (3552)Rati n… C70 Your personal security whilst2. using the stationRati 02 18 45 35 80 79 n… C10 03. Availability of staff at the station 2 5 16 44 33 77 75 (2868)Rati n… C27 Shelter facilities01. - (2882)Rati 3 8 15 42 32 74 77 n… C27 Availability of seating02. (3325)Rati 6 18 17 38 21 59 58 n… C42 How request to station staff was . handled 91 91 Ove 2 3 4 18 73 (721) ra… C28 Choice of shops/eating/drinking 01. facilities available 23 Rati 6 13 18 40 63 64 (3182) n… C35 01. Availability of Wi-Fi 15 14 19 31 21 52 50 (1395)Rati n… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

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

% satisfied/good

Satisfaction results for Long-distance* Spring 2020 Spring 2019

C27 Overall satisfaction with the train03. 81 83 (3504)Ove 2 5 11 49 33 ra… C43 Frequency of the trains on that. route 82 83 Sati 3 7 8 45 37 (3396) sf… C44 Punctuality/reliability (i.e. the train. 74 - 81 arriving/departing on time)Sati 8 11 7 30 43 (3478)sf… C45 Length of time the journey was . - scheduled to take (speed)Sati 2 4 7 37 49 87 89 sf… C46 . Connections with other train 5 6 14 37 38 75 - 79 servicesSati sf… Value for money of the priceC47 of . your ticket 10 18 17 33 22 55 56 (3382)Sati sf… C49 Upkeep and repair of the train. (3479)Rati 2 7 13 46 33 78 - 81 n… C50 Provision of information during . the journey 80 80 Rati 1 5 14 43 37 (3343) n… C51 Helpfulness and attitude of staff . on train 44 Rati 12 14 39 83 82 (2464) n… C52 . Space for luggage 6 13 15 41 25 66 62 (2909)Rati + n… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

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

% satisfied/good

Satisfaction results for Long-distance* Spring 2020 Spring 2019

C53 Toilet facilities . 63 + 57 (1792) 7 13 18 41 22 R… C36 Comfort of the seats 70. 74 76 (3392) 3 7 16 49 25 R…

Step or gap between the train C36and the platform52. 2 6 22 45 24 69 67 (3210)R… C36 Your personal security on board71. 11 16 45 37 83 84 (3236)R… C90 Cleanliness of the inside2. 2 5 11 47 34 81 82 (3518)R… C90 Cleanliness of the outside (3019)3. 2 6 17 46 30 76 75 R… C10 Availability of staff on the train04. 4 8 23 37 28 65 66 (2902)R…

How well train company dealsC64 with delays. 7 13 29 33 18 51 55 (1290)R… C19 Usefulness of information about 03. 8 13 26 31 the delay 22 53 - 59 R… (1219) C36 Level of crowding02. 7 9 11 36 37 73 71 (3460)Sa…

Reliability of the internetC37 connection03. 20 20 14 28 19 47 + 40 (1884)R… C36 Availability of power sockets 04. 14 12 10 32 31 64 61 (2250)R… Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

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

2 2.5 TOC versus sector performance

CrossCountry versus Long Distance*

TOC Sector TOC Index Overall sample size 27168 Overall satisfaction with the journey 85 84 101% STATION FACILITIES Overall satisfaction with the station 89 86 104% Ticket buying facilities 90 87 103% Provision of information about train times/platforms 91 91 101% Upkeep/repair of the station buildings/platforms 81 79 103% Cleanliness 84 83 101% Toilet facilities at the station 67 66 101% Attitudes and helpfulness of the staff 86 84 102% Connections with other forms of public transport 83 82 100% Facilities for car parking 63 59 107% Facilities for bicycle parking 65 68 96% Overall environment 85 82 105% Your personal security whilst using the station 83 80 103% Availability of staff at the station 77 77 100% Shelter facilities 77 74 104% Availability of seating 62 59 105% How request to station staff was handled 95 91 105% Choice of shops/eating/drinking facilities available 66 63 105% Availability of Wi-Fi 53 52 102% TRAIN FACILITIES Overall satisfaction with the train 82 81 100% Frequency of the trains on that route 84 82 103% Punctuality/reliability (i.e. the train arriving/departing on time) 80 74 108% Length of time the journey was scheduled to take (speed) 86 87 100% Connections with other train services 77 75 103% Value for money of the price of your ticket 53 55 97% Upkeep and repair of the train 74 78 95% Provision of information during the journey 77 80 97% Helpfulness and attitude of staff on train 81 83 99% Space for luggage 63 66 96% Toilet facilities 59 63 95% Comfort of the seats 70 74 95% Step or gap between the train and the platform 64 69 93% Your personal security on board 83 83 100% Cleanliness of the inside 77 81 95% Cleanliness of the outside 72 76 96% Availability of staff on the train 63 65 97% How well train company deals with delays 54 51 107% Usefulness of information about the delay 59 53 111% Level of crowding 66 73 91% Reliability of the internet connection 50 47 107% Availability of power sockets 66 64 103%

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

2 2.6 Results by route

Building Block/ route data for CrossCountry

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

Overall satisfaction with the journey 86 85 82 STATION FACILITIES Overall satisfaction with the station 90 91 87 Ticket buying facilities 91 85 92 Provision of information about train times/platforms 92 91 90 Upkeep/repair of the station buildings/platforms 82 79 82 Cleanliness 86 82 84 Toilet facilities at the station 67 65 70 Attitudes and helpfulness of the staff 90 86 82 Connections with other forms of public transport 84 81 82 Facilities for car parking 59 69 66 Facilities for bicycle parking 70 52 68 Overall environment 86 84 86 Your personal security whilst using the station 84 82 82 Availability of staff at the station 79 79 70 Shelter facilities 78 77 75 Availability of seating 66 62 55 How request to station staff was handled 94 97 95 Choice of shops/eating/drinking facilities available 64 70 67 Availability of Wi-Fi 60 50 42 TRAIN FACILITIES Overall satisfaction with the train 83 85 74 Frequency of the trains on that route 85 89 78 Punctuality/reliability (i.e. the train arriving/departing on time) 78 85 77 Length of time the journey was scheduled to take (speed) 86 88 86 Connections with other train services 80 75 76 Value for money of the price of your ticket 53 53 53 Upkeep and repair of the train 76 75 70 Provision of information during the journey 79 78 74 Helpfulness and attitude of staff on train 85 87 68 Space for luggage 65 68 55 Toilet facilities 61 56 59 Comfort of the seats 70 72 69 Step or gap between the train and the platform 63 66 62 Your personal security on board 85 83 77 Cleanliness of the inside 82 77 71 Cleanliness of the outside 72 76 69 Availability of staff on the train 69 62 51 How well train company deals with delays 63 41 47 Usefulness of information about the delay 67 55 46 Level of crowding 73 61 60 Reliability of the internet connection 54 51 39 Availability of power sockets 80 70 16

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

(867) (922) satisfaction with Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 aspects of CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring station where 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 95 95 boarded 90 90 85 85 80 80 75 75 70 70 65 65 60 60 55 55 50 50 45 45 40 40 35 35 30 30 25 25 20 20 15 15 10 10 5 5 0 0

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

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

3 3.1 Station factors trend charts

Ticket buying facilities Provision of information about train Upkeep/repair of the station times/platforms buildings/platforms (388) (908) (902) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.1 Station factors trend charts

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

(895) (619) (655) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.1 Station factors trend charts

Connections with other forms of public Facilities for car parking Facilities for bicycle parking transport (530) (275) (178) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.1 Station factors trend charts

Overall environment Your personal security whilst using the Availability of staff at the station station (908) (825) (745) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.1 Station factors trend charts

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

(767) (848) (201) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.1 Station factors trend charts

Choice of shops/eating/drinking facilities Availability of Wi-Fi** available (771) (352) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 95 95 90 90 85 85 80 80 75 75 70 70 65 65 60 60 55 55 50 50 45 45 40 40 35 35 30 30 25 25 20 20 15 15 10 10 5 5 0 0

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

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

3 3.2 Train factors trend charts

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

(888) (855) satisfaction with Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 aspects of train CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 95 95 90 90 85 85 80 80 75 75 70 70 65 65 60 60 55 55 50 50 45 45 40 40 35 35 30 30 25 25 20 20 15 15 10 10 5 5 0 0

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

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

3 3.2 Train factors trend charts

Punctuality/reliability (i.e. the train Length of time the journey was scheduled Connections with other train services arriving/departing on time) to take (speed) (881) (872) (515) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.2 Train factors trend charts

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

(858) (882) (839) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.2 Train factors trend charts

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

(629) (723) (431) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.2 Train factors trend charts

Comfort of the seats** Step or gap between the train and the Your personal security on board**** platform** (852) (821) (814) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.2 Train factors trend charts

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

(892) (742) (730) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.2 Train factors trend charts

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

(310) (297) (875) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

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

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 100 95 95 95 90 90 90 85 85 85 80 80 80 75 75 75 70 70 70 65 65 65 60 60 60 55 55 55 50 50 50 45 45 45 40 40 40 35 35 35 30 30 30 25 25 25 20 20 20 15 15 15 10 10 10 5 5 5 0 0 0

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

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

3 3.2 Train factors trend charts

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

(465) (543) Percentage of passengers satisfied 2015 to 2020 Percentage of passengers satisfied 2015 to 2020

CrossCountry Long Distance* CrossCountry Long Distance*

Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 2015 2016 2016 2017 2017 2018 2018 2019 2019 2020 100 100 95 95 90 90 85 85 80 80 75 75 70 70 65 65 60 60 55 55 50 50 45 45 40 40 35 35 30 30 25 25 20 20 15 15 10 10 5 5 0 0

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

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

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

Overall Total Stations managed Stations not managed A = National hub by TOC by TOC B = Regional hub C = Important feeder 4%2%0% 0% 4%2%0% D = Medium staffed

E = Small staffed 19% 19% F = Small unstaffed

Not categorised

56% 56%

19% 19%

(% of passengers saying satisfied/good)

Stations Stations managed significant not managed by TOC difference by TOC

Overall satisfaction with the station - 89 Ticket buying facilities - 90 Provision of information about train times/platforms - 91 Upkeep/repair of the station buildings/platforms - 81 Cleanliness - 84 Toilet facilities at the station - 67 Attitudes and helpfulness of the staff - 86 Connections with other forms of public transport - 83 Facilities for car parking - 63 Facilities for bicycle parking - 65 Overall environment - 85 Your personal security whilst using the station - 83 Availability of staff at the station - 77 Shelter facilities - 77 Availability of seating - 62 How request to station staff was handled - 95 Choice of shops/eating/drinking facilities available - 66 Availability of Wi-Fi - 53

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

CrossCountry

Weekday Weekend

significant significant Spring 2020 Spring 2019 Spring 2020 Spring 2019 change change Overall sample size 27168

Overall satisfaction with the journey 84 85 87 89 STATION FACILITIES Overall satisfaction with the station 89 86 91 89 Ticket buying facilities 90 + 84 91 91 Provision of information about train times/platforms 92 + 88 89 92 Upkeep/repair of the station buildings/platforms 80 80 87 83 Cleanliness 82 84 91 83 Toilet facilities at the station 66 61 72 67 Attitudes and helpfulness of the staff 88 87 81 86 Connections with other forms of public transport 85 + 78 73 84 Facilities for car parking 61 55 72 77 Facilities for bicycle parking 65 65 66 67 Overall environment 85 81 87 82 Your personal security whilst using the station 83 81 80 80 Availability of staff at the station 78 75 70 73 Shelter facilities 78 74 73 - 84 Availability of seating 64 61 55 66 How request to station staff was handled 95 93 96 95 Choice of shops/eating/drinking facilities available 66 63 66 65 Availability of Wi-Fi 52 49 55 62 TRAIN FACILITIES Overall satisfaction with the train 82 79 81 84 Frequency of the trains on that route 84 85 86 88 Punctuality/reliability (i.e. the train arriving/departing on time) 79 - 84 84 - 92 Length of time the journey was scheduled to take (speed) 86 89 88 91 Connections with other train services 77 79 80 86 Value for money of the price of your ticket 51 52 62 62 Upkeep and repair of the train 75 75 73 76 Provision of information during the journey 78 78 75 79 Helpfulness and attitude of staff on train 82 82 79 85 Space for luggage 62 + 54 67 57 Toilet facilities 58 + 48 65 56 Comfort of the seats 70 67 69 71 Step or gap between the train and the platform 65 62 60 64 Your personal security on board 82 81 84 81 Cleanliness of the inside 78 78 76 78 Cleanliness of the outside 73 70 70 77 Availability of staff on the train 63 65 62 65 How well train company deals with delays 54 52 54 67 Usefulness of information about the delay 59 55 58 63 Level of crowding 67 63 66 63 Reliability of the internet connection 51 49 48 55 Availability of power sockets 65 64 67 78

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

Long-distance*

Weekday Weekend

significant significant Spring 2020 Spring 2019 Spring 2020 Spring 2019 change change Overall sample size 27168 Overall satisfaction with the journey 83 - 87 87 89 STATION FACILITIES Overall satisfaction with the station 85 85 88 88 Ticket buying facilities 86 86 89 91 Provision of information about train times/platforms 91 89 91 92 Upkeep/repair of the station buildings/platforms 77 79 86 83 Cleanliness 82 82 88 85 Toilet facilities at the station 65 + 61 71 66 Attitudes and helpfulness of the staff 85 85 80 83 Connections with other forms of public transport 83 81 80 83 Facilities for car parking 57 54 65 62 Facilities for bicycle parking 67 67 69 71 Overall environment 81 81 85 84 Your personal security whilst using the station 80 79 82 80 Availability of staff at the station 77 75 77 73 Shelter facilities 73 - 76 77 80 Availability of seating 57 56 67 67 How request to station staff was handled 92 91 87 91 Choice of shops/eating/drinking facilities available 62 64 66 64 Availability of Wi-Fi 51 49 56 55 TRAIN FACILITIES Overall satisfaction with the train 80 82 85 84 Frequency of the trains on that route 81 83 86 84 Punctuality/reliability (i.e. the train arriving/departing on time) 73 - 80 78 - 84 Length of time the journey was scheduled to take (speed) 86 - 89 87 88 Connections with other train services 75 - 79 77 79 Value for money of the price of your ticket 51 54 66 65 Upkeep and repair of the train 77 - 80 81 82 Provision of information during the journey 79 80 83 79 Helpfulness and attitude of staff on train 83 83 83 81 Space for luggage 65 + 62 69 63 Toilet facilities 61 + 57 68 59 Comfort of the seats 73 75 76 78 Step or gap between the train and the platform 69 68 71 + 64 Your personal security on board 82 - 84 85 81 Cleanliness of the inside 81 82 84 82 Cleanliness of the outside 75 74 80 78 Availability of staff on the train 64 67 67 64 How well train company deals with delays 50 - 55 54 53 Usefulness of information about the delay 52 - 60 59 51 Level of crowding 73 71 75 70 Reliability of the internet connection 44 + 38 57 47 Availability of power sockets 63 59 68 68

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

6 6.1 Passenger experience of delays

Long CrossCountry CrossCountry Long Distance Distance Overall sample size 27168

LENGTH OF DELAY No delay 65 59 Up to 5 minutes delay 13 13 6-10 minutes delay 8 9 11-15 minutes delay 4 5 16-20 minutes delay 3 2 21-30 minutes delay 2 3 31-60 minutes delay 2 3 Over 60 minutes delay 1 2 Don't know/no answer 3 3

AMOUNT OF INFORMATION PROVIDED ABOUT THE DELAY SPEED WITH WHICH INFORMATION WAS PROVIDED Very well 22 20 Very well 21 21 Fairly well 36 34 Fairly well 37 35 Neither well nor poorly 15 19 Neither well nor poorly 19 21 Fairly poorly 15 17 Fairly poorly 11 13 Very poorly 12 11 Very poorly 12 10

ACCURACY OF INFORMATION GIVEN ABOUT THE DELAY TIME TAKEN TO RESOLVE THE PROBLEM Very well 23 22 Very well 18 18 Fairly well 39 35 Fairly well 33 28 Neither well nor poorly 15 20 Neither well nor poorly 28 28 Fairly poorly 14 14 Fairly poorly 10 12 Very poorly 10 9 Very poorly 11 13

USEFULNESS OF THE INFORMATION AVAILABILITY OF ALTERNATIVE TRANSPORT IF THE Very well 24 22 TRAIN SERVICE COULD NOT CONTINUE Fairly well 35 31 Very well 23 11 Neither well nor poorly 20 26 Fairly well 23 18 Fairly poorly 11 13 Neither well nor poorly 16 23 Very poorly 10 8 Fairly poorly 15 21 Very poorly 23 27

6.1 Passenger experience of delays 33

7 7.1 General sample profile

Long Long CrossCountry CrossCountry Distance Distance Overall sample size 27168

DISABILITY OR LONG TERM ILLNESS JOURNEY PURPOSE Vision 3 1 Commuter 15 16 Hearing 2 2 Business 28 24 Mobility 4 3 Leisure 57 60 Dexterity 1 1 Learning or understanding or concentrating 0 0 Memory 1 0 WEEKDAY/WEEKEND Mental health 5 4 Weekday 78 79 Stamina or breathing or fatigue 2 2 Weekend 22 21 Socially or behaviourally 1 1 Other 1 0 None 76 79 No answer 10 9

GENDER ASKED FOR HELP OR INFORMATION Male 34 36 Yes asked for help 13 12 Female 57 56 Yes asked for information 13 11 Prefer another term 1 1 Could not find anyone to ask 2 2 No/didn`t need help/information 74 75

AGE 16-18 1 1 TRAVELLING WITH … 19-25 8 9 Heavy/bulky luggage/other large items 23 20 26-34 7 9 Pushchair/buggy/pram 0 0 35-44 13 14 Folding bicycle 0 0 45-54 18 17 Non-folding bicycle 0 0 55-59 11 11 Dog 0 0 60-64 14 13 Wheelchair 0 0 65+ 20 18 Helper 0 0 Mobility scooter 0 0 ETHNIC GROUP OF PASSENGERS None apply 68 71 White 88 86 Mixed 1 1 Asian or Asian British 2 2 Black or Black British 1 2 Chinese or other ethnic group 2 2

7.1 General sample profile 34

7 7.1 General sample profile (cont'd)

CrossCountry Long Distance Overall sample size 27168

TYPE OF TICKET USED FOR JOURNEY Anytime single/return 15 15 Anytime day single/return 16 12 Off-peak/super off-peak single/return 22 19 Off-peak/super off-peak day single/return 13 10 Advance 23 31 Day travelcard 1 1 Oyster pay as you go - - Weekly or monthly season ticket (including travelcard/travelcard on oyster) 2 3 Annual season ticket (including travelcard/travelcard on oyster) 2 2 Special promotion ticket 0 0 Rail staff pass/Privilege ticket/Police concession 2 2 Free travel pass (e.g. Freedom pass) 0 0 Other 2 2 Don't know/ no answer 1 1

7.1 General sample profile (cont'd) 35

7 7.2 Station sample sizes

Station sample sizes for CrossCountry

Station Unweighted Station Unweighted Overall sample size 27168

Birmingham New Street 138 Burton-On-Trent 4 Bristol Temple Meads 126 University (Birmingham) 3 Newcastle 64 Coventry 3 York 52 Dunbar 3 Edinburgh 46 Stoke-On-Trent 3 Derby 40 Peterborough 3 Leicester 36 Newport (South Wales) 3 Manchester Piccadilly 35 Wolverhampton 2 Oxford 23 Doncaster 2 Nuneaton 22 Teignmouth 2 Reading 21 Haymarket 2 Sheffield 21 Chesterfield 1 Leeds 20 Audley End 1 Durham 19 Southampton Airport Parkway 1 Cambridge 18 March 1 Southampton Central 15 Taunton 14 Bristol Parkway 14 Banbury 13 Exeter St Davids 11 Macclesfield 11 Wakefield Westgate 11 Stockport 11 Leamington Spa 11 Glasgow Central 11 Bournemouth 10 Ely 9 Basingstoke 9 Darlington 9 Winchester 9 Long Eaton 8 Totnes 7 Cardiff Central 7 Nottingham 7 Stansted Airport 6 Newton Abbot 6 Beeston 4 Stamford 4

7.2 Station sample sizes 36

7 7.3 Weighted sample profile

*Part of the Govia Thameslink Railway franchise. **Avanti West Coast rebranded from Virgin Trains on 8 December 2019. ***East Midlands Railway rebranded from East Midlands Trains on 18 August 2019. ****Northern rebranded to Northern Trains on 1 March 2020.

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

Sample size 18492 8336 2194 7962 16135 2357 5860 4047 5073 3512

Avanti West Coast** 38285 9 22 69 80 20 31 7 31 30 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 Railway*** 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 113196 28 20 52 71 29 24 24 27 26 Greater Anglia 86049 44 25 31 86 14 30 16 27 27 London North Eastern Railway 21800 9 31 60 74 26 29 10 34 27 London Overground 187800 61 3 37 80 20 19 30 25 26 Merseyrail 43828 43 1 56 80 20 20 29 25 27 Northern**** 103627 38 9 53 76 24 22 26 26 25 ScotRail 95876 39 13 47 80 20 27 17 30 26 South Western Railway 216670 53 15 32 85 15 26 20 29 26 Southeastern 163597 48 21 31 86 14 22 25 27 26 Southern* 164028 52 9 39 86 14 19 29 27 25 TfL Rail 55974 61 4 35 81 19 30 0 39 31 Thameslink* 170652 53 10 37 85 15 22 25 26 26 TransPennine Express 29520 26 13 61 82 18 24 21 28 27 Transport for Wales 36125 31 10 59 81 19 23 24 27 26 West Midlands Trains 76176 40 13 46 85 15 29 17 29 26

7.3 Weighted sample profile 37

7 7.4 Unweighted sample profile

*Part of the Govia Thameslink Railway franchise. **Avanti West Coast rebranded from Virgin Trains on 8 December 2019. ***East Midlands Railway rebranded from East Midlands Trains on 18 August 2019. ****Northern rebranded to Northern Trains on 1 March 2020.

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

Sample size 18492 8336 2194 7962 16135 2357 5860 4047 5073 3512

Avanti West Coast** 641 25 28 47 82 18 38 10 29 23 c2c 619 65 4 31 91 9 24 17 34 24 Chiltern Railways 818 39 18 42 95 5 47 5 24 25 CrossCountry 932 32 18 49 82 18 22 23 35 21 East Midlands Railway*** 637 44 19 37 84 16 40 25 19 16 Gatwick Express* 416 35 19 47 86 14 60 0 29 11 Great Northern* 314 52 9 39 92 8 24 30 28 18 Great Western Railway 1032 38 17 45 87 13 37 24 23 16 Greater Anglia 1016 47 12 41 93 7 48 10 20 21 London North Eastern Railway 753 18 29 53 94 6 31 10 35 24 London Overground 1244 57 5 38 78 22 16 28 25 30 Merseyrail 525 59 3 38 97 3 26 43 26 4 Northern**** 1004 43 7 50 88 12 36 34 17 13 ScotRail 1025 41 11 48 80 20 42 16 28 14 South Western Railway 1471 46 10 44 85 15 26 21 46 7 Southeastern 1345 47 8 45 82 18 40 27 22 12 Southern* 899 47 8 45 88 12 15 44 26 15 TfL Rail 825 66 4 30 95 5 28 6 36 31 Thameslink* 852 59 9 31 91 9 25 35 18 22 TransPennine Express 668 38 17 45 93 7 25 24 28 22 Transport for Wales 781 43 9 48 91 9 18 19 28 35 West Midlands Trains 675 45 7 48 83 17 39 21 24 17

7.4 Unweighted sample profile 38

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

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

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

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

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

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

Stakeholder Report Summary national trend charts for all main factors, trend charts by age/journey purpose & gender, summary results for leisure/business passengers & commuters, one page for each factor showing national trend and results for all TOCs, Government Office Region charts for each factor and simple tables for some questions that are not included in the main NRPS report. Stations Report Percentage of passengers satisfied by each main factor for last 10 waves for all 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 39

8 8.2 Rail sectors Sector definitions

The sector results used in this report contain the following TOCs (non-franchised operators are excluded):

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

Long Distance Operators Avanti West Coast** CrossCountry East Midlands Railway*** London North Eastern Railway TransPennine Express

Regional Operators Merseyrail Northern**** **Avanti West Coast rebranded from Virgin Trains on 8 December ScotRail 2019. Transport for Wales ***East Midlands Railway rebranded from East Midlands Trains on 18 August 2019. ****Northern rebranded to Northern Trains on 1 March 2020.

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

11 8.3 How routes are defined

c2c: Tilbury line East Midlands Railway: London Journeys on the London Fenchurch Street – Southend Central (via Journeys on the London - Sheffield and London - Nottingham How are routes defined Tilbury Town) and Fenchurch Street – Grays lines. routes. Also includes London - Corby services.

The routes have been defined in Chiltern Railways: Commuter Gatwick Express* conjunction with the train companies. Journeys on the London Marylebone – Banbury route, including Fast Gatwick Express services London Victoria – Gatwick, and services London Marylebone - stations south of Banbury (via London Victoria – Gatwick – Brighton services (including stops at By TOC the areas covered by each Wembley Stadium). Also includes London Marylebone – Aylesbury a few other stations at peak times). route are as follows: (via High Wycombe) and Aylesbury – Princes Risborough services, but not London Marylebone – Oxford. TfL Rail includes rebranded Heathrow Connect to TfL Rail - West Grand Central: London - Bradford and TfL Rail rebranded as TfL Rail - East in Autumn 2018. Avanti Journeys on London King's Cross - Bradford Interchange route. West Coast rebranded from Virgin Trains on 8 December 2019. Chiltern Railways: Metro East Midlands Railway rebranded from East Midlands Trains on Journeys on the Aylesbury/Aylesbury Vale Parkway – London line Grand Central: London - Sunderland 18 August 2019. Northern rebranded to Northern Trains on 1 (via Amersham). Journeys on London King's Cross - Sunderland route. March 2020. Avanti West Coast: London - Birmingham – Scotland Chiltern Railways: Oxford Great Northern* Journeys on London - Birmingham – Scotland services. Journeys on London Marylebone – Oxford services. Journeys on the Peterborough/King's Lynn - London King's Cross/Moorgate route. Avanti West Coast: London – Liverpool Chiltern Railways: West Midlands Journeys on London – Liverpool services. Journeys on the West Midlands – London Marylebone services, Great Western Railway: Long distance including London – Stratford-Upon-Avon and a few services that Journeys on long distance services. do not go to/from London.

Avanti West Coast: London – Manchester CrossCountry: East – West Journeys on London – Manchester services. Journeys on routes Birmingham – Leicester, Birmingham – Cambridge and Stansted Airport, and Nottingham/Derby – Great Western Railway: London Thames Valley Bristol/Cardiff. Journeys on relatively short distance services in and around the Thames Valley. Avanti West Coast: London – North Wales CrossCountry: North-South Manchester Journeys on London – Holyhead/North Wales services. Journeys on route Manchester to/from the South West and Great Western Railway: West South Coast. Journeys on (generally) short distance rural rail lines in the West of England. Avanti West Coast: London – Scotland Journeys on London – Glasgow/Scotland services. Also includes CrossCountry: North-South Scotland & North East London - Blackpool services. Journeys on route Scotland/North East England to/from the Greater Anglia: Intercity South West/South Coast. London – Norwich journeys, plus a few shorter workings (like an early morning Colchester to Norwich service). Avanti West Coast: London – Wolverhampton/Shrewsbury East Midlands Railway: Liverpool - Norwich Journeys on London – Wolverhampton/Shrewsbury services. Journeys on the Liverpool - Norwich route. Greater Anglia: Main line Journeys on outer suburban Great Eastern services London - c2c: Southend line East Midlands Railway: Local Ipswich, plus branches to Harwich, Clacton, Walton, Sudbury, Journeys on the London Fenchurch Street – Journeys on local rail lines around Nottingham, Derby and Lincoln Southminster and Braintree. Also includes journeys on London - Shoeburyness/Southend Central line (via Basildon). (excluding Liverpool - Norwich, London - Sheffield and London - Southend Victoria service. Nottingham services).

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

8 8.3 How routes are defined (cont'd)

Greater Anglia: Rural London Overground: Highbury & Islington – Croydon/ ScotRail: Rural Journeys on Ipswich – Felixstowe, Lowestoft, Cambridge and Clapham Junction Journeys on predominantly rural rail lines. Peterborough rail lines, plus Norwich to Lowestoft, Yarmouth, Journeys on the Highbury & Islington – West Croydon and Sheringham and Cambridge lines. Highbury & Islington - Clapham Junction lines. ScotRail: Strathclyde Greater Anglia: Stansted London Overground: Richmond/Clapham Journeys on local rail lines within Strathclyde. Journeys on Stansted Express, on Greater Anglia trains which Junction – Stratford start or end at Stansted Airport where the passenger has an Journeys on the Richmond – Stratford and Clapham Junction – origin or destination of the airport. Willesden Junction/Stratford rail lines. ScotRail: Urban Shorter distance journeys on predominantly urban rail lines, within urban areas that are not covered by the Strathclyde route Greater Anglia: West Anglia London Overground: Watford – Euston Journeys on London – Hertford East, London – Cambridge, Journeys on the London Euston – Watford line. London – King’s Lynn, Cambridge – Kings’s Lynn and Southeastern: High speed Cambridge - Stansted Airport. Also passengers using Stansted Journeys on high speed trains to/from London St. Pancras. Express for journeys not travelling to or from Stansted Airport. London Overground: West Anglia Journeys on West Anglia routes London - Enfield Town, London - Heathrow Express: Southeastern: Main line Chingford, London - Cheshunt and Romford - Upminster. All Heathrow Express journeys. Journeys on (generally) main line routes London – Kent lines.

Merseyrail: Northern Hull Trains: Journeys on the Hunts Cross – Southport/Ormskirk rail line. Southeastern: Metro All Hull Trains journeys. Journeys on routes that are mainly or wholly within London.

Merseyrail: Wirral London North Eastern Railway: Journeys on the central Liverpool – West Kirby, New Brighton, London – Leeds and West Yorkshire Chester and Ellesmere Port rail lines. Southern: Metro* Journeys on London – Leeds, London – Harrogate, London – Journeys on routes that are mainly or wholly within London. Bradford Foster Square, and London – Skipton services. Northern: Central Journeys from stations on lines in and around Greater Manchester. London North Eastern Railway: Southern: Sussex Coast* London : London – Newcastle/Sunderland and East Journeys London – Sussex (and beyond). Yorkshire Northern: East Journeys on London – Newcastle, London – Sunderland, London Journeys from stations on lines in and around Yorkshire and the – York, London – Hull, and London – Lincoln services. Humber, including Leeds, Doncaster and Sheffield. South Western Railway: Island line Journeys starting from stations on the Isle of Wight. London North Eastern Railway: Northern: North East London - Scotland Journeys from stations on lines in and around the North East, Journeys on London – Scotland services, and Leeds – Scotland including Newcastle and Middlesbrough. South Western Railway: Longer distance services. Journeys starting on longer distance routes that generally go to Northern: West or from London, but where the vast majority of the journey is London Overground: Gospel Oak – Barking Journeys from stations on lines in and around Liverpool, Preston outside London. Journeys on the Gospel Oak – Barking line. and Cumbria.

ScotRail: Interurban South Western Railway: Metro Journeys on longer distance rail lines between urban areas. Journeys on routes that are mainly or wholly within London.

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

8 8.3 How routes are defined (cont'd)

South Western Railway: Outer Suburban and Local Transport for Wales: Interurban Journeys on routes that go outside London, but which are within Journeys on the Fishguard Harbour – Manchester Piccadilly, commuter travelling distance of London. Also journeys on local Milford Haven – Manchester Piccadilly, and Holyhead – Cardiff routes that are generally not on main lines that are wholly outside Central lines. London. Transport for Wales: Mid Wales & Borders TfL Rail - East Journeys on the Pwllheli/Aberystwyth – Birmingham International, Journeys on London – Shenfield metro service Shrewsbury – Crewe, and Holyhead – Birmingham International lines.

TfL Rail - West Transport for Wales: North Wales & Borders Journeys on stopping service London – Heathrow Journeys on the Llandudno – Manchester Piccadilly, Bidston – (including London – Hayes and Harlington) Wrexham Central, Chester – Crewe, Llandudno/Llandudno Junction – Blaenau Ffestiniog, and Liverpool Lime Street – Chester. Thameslink: Loop* Journeys on Thameslink loop trains (via Wimbledon and Sutton) Transport for Wales: South Wales & Borders/West Wales from/to as far north as Luton or St Albans. Journeys on the Swansea – Shrewsbury, Maesteg – Cheltenham Spa, Pembroke Docks – Swansea, Swansea – Cardiff Central, and Cardiff Central – Ebbw Vale Town lines. Thameslink: Kent* Journeys on the Bedford - Kent route (including Denmark Hill & Sevenoaks, West Dulwich & Orpington route). West Midlands Trains: London Commuter Journeys on London Euston – Milton Keynes – Northampton Thameslink: North/South* services. Also journeys on Bedford – Bletchley, and Watford Journeys on the Brighton – Bedford route. Also on the following Junction – St Albans Abbey routes. routes: Horsham – Peterborough, Brighton – Cambridge, and some services London Kings Cross – Stevenage/Cambridge. West Midlands Trains: West Coast Journeys on London Euston – Crewe/Liverpool Lime Street, TransPennine Express: North London Euston – Birmingham New Street (mainly passengers Journeys on rail lines between Liverpool Lime Street/Manchester/ to/from Birmingham New Street, Coventry or Rugby), and Manchester Airport and Hull, Scarborough, Middlesbrough, and Birmingham New Street - Liverpool Lime Street routes. Newcastle.

West Midlands Trains: West Midlands TransPennine Express: North West Journeys on several rail lines in and around Birmingham New Journeys on rail lines between Manchester Airport & Manchester Street. and Carlisle, Preston, Lancaster, Glasgow and Edinburgh.

TransPennine Express: South Journeys on rail lines between Manchester Airport/Manchester and Cleethorpes.

Transport for Wales: Cardiff & Valleys Journeys on the Valley lines around Cardiff.

*Part of the Govia Thameslink Railway franchise. 8.3 How routes are defined (cont'd) 43 Reference: CrossCountry TOC report Spring 2020 (Wave 42)

Contacts: Transport Focus is the operating name of the David Greeno Alexis Goodson Passengers' Council. This survey was published in Transport Focus Watermelon Research June 2020. © Transport Focus 2020. 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]