All research & publications

Passenger information when trains are disrupted

Passengers remain concerned about the way the rail industry handles unexpected disruption to their trains. This publication sets out the findings of our latest research and makes recommendations for improvements.  ...


Passengers’ relationship with the rail industry

In many walks of life there can be a gap between someone’s general perception of an issue and their actual experience – for instance it isn’t uncommon  for the fear of crime to be worse than the actual...


National Rail Passenger Survey Methodology

Since 1999 the National Rail Passenger Survey (NRPS) has measured customer satisfaction consistently between different train operating companies in England, Scotland and Wales. The sample size is large...