Publications

Read the 10 latest passenger research publications.
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• Building accessibility into the redevelopment of Birmingham New Street station

  (11.12.2009)

  Birmingham New Street rail station is due to undergo significant redevelopment work to make the station a more pleasant place for passengers. The station is currently unpopular - only 54% of passengers are satisfied with the overall station environment, in stark contrast to other major stations on the rail network such as Manchester Piccadilly which show 89% of passengers are satisfied.

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• What do we know about stations

  (17.11.2009)

  The National Passenger Survey reveals that satisfaction with individual station service attributes vary greatly. Passengers are most satisfied with the way station staff deal with requests (82%) whilst they are least satisfied with facilities that are provided for car parking (44%).

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• Bus mystery traveller survey annual results 2008 - 2009 (revised 1 February 2010)

  (29.10.2009)

  In 2008, the Department for Transport (DfT) announced that Passenger Focus would become responsible for representing the interests of bus and coach passengers in England outside of London in addition to Britain’s rail passengers. Passenger Focus expects to assume these new responsibilities in April 2010.

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• Bus mystery traveller survey Q2 2009 - 2010 report (revised 10 February 2010)

  (28.10.2009)

  In 2008 the Department for Transport (DfT) announced that Passenger Focus would become responsible for representing the interests of bus and coach passengers in England outside of London. This is in addition to the watchdog’s existing role of representing Britain’s rail passengers.

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• Research report - Kent routes

  (21.10.2009)

  In March 2009 Passenger Focus surveyed over 3413 passengers on four routes serving Kent; 913 on the East Kent via Faversham route, 802 in the Medway Towns, 776 on the East Kent via Ashford and Tonbridge route, and 922 on the Ashford International via Maidstone East route. The survey was undertaken to understand passengers’ views on current services on the routes and on potential changes and improvements. The findings have been used to inform Passenger Focus’s submission to Network Rail’s Kent Route Utilisation Strategy (RUS) consultation.

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• Bus complaints handling research - JMP report

  (08.10.2009)

  Research was undertaken to investigate the bus complaints process in England (outside London). The research was commissioned by Passenger Focus to inform the development of the organisation’s new role as an independent bus passenger watchdog.

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• Passenger Focus research update - September 2009

  (09.09.2009)

  A Passenger Focus research update for September 2009.

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• England-wide Concessionary Bus Travel: The Passenger Perspective

  (30.07.2009)

  In preparation for its new role as the bus passenger champion, Passenger Focus has undertaken research into the impacts of nationwide concessionary bus travel for older and disabled passengers. In the research we spoke to both pass holders and non-pass holders to understand the effects of concessionary bus travel from their perspective and explore their views of the new scheme.

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• Welsh passenger insights: Passenger satisfaction with rail services in Wales

  (28.07.2009)

  Wales’ railways have enjoyed a renaissance in recent years with sustained passenger growth reviving both public and political interest in the rail network. Passenger Focus has assembled a wide range of evidence that highlights the travelling public’s opinion on trains, stations and other aspects of the rail network.

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• Welsh passenger insights - Welsh translation - Dealldwriaeth teithwyr yng Nghymru: Bodlonrwydd teithwyr gyda gwasanaethau tren yng Nghymru

  (28.07.2009)

  Welsh passenger insights - Welsh translation - Dealldwriaeth teithwyr yng Nghymru: Bodlonrwydd teithwyr gyda gwasanaethau tren yng Nghymru.

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