National Rail Passenger Survey

Transport Focus (formerly known as Passenger Focus) is an independent body created by the UK Government to give passengers a voice and to oversee rail transport industry regulation. Transport Focus must create robust, ongoing passenger satisfaction measures which are accepted and acted upon by the industry and which can be fairly regulated. These require a detailed understanding and analysis of the passenger experience.

BDRC surveys more than 30,000 rail passengers twice yearly for Transport Focus and measures their satisfaction with key elements of their rail journey. Key driver analysis is used to identify drivers of satisfaction or dissatisfaction to provide the industry with guidance on areas of improvement.

The National Rail Passenger Survey (NRPS) enables operators to compare their service to others and to identify areas for improvement. The Department for Transport uses the information to evaluate train operating companies (TOCs). This survey is an official statistic. Several TOCs work with BDRC for additional, supplementary research and analysis.

View the latest report here.

Read our blog 'How to keep rail passengers happy' which gives an overview of the latest findings.

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