All research & publications


Key issues from the rail disruption Christmas 2014

The weekend following Christmas 2014 saw thousands of passengers stuck in the cold or on unmoving trains, prevented from visiting family or friends and generally left feeling abandoned by the rail industry....

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East Midlands Trains feedback exercise data

This is an Excel spreadsheet of the feedback gathered from East Midlands Trains' passengers about their current experiences and what they want from a new short-term franchise (known as a ‘direct award’)...

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Smart ticketing - contactless payment for rail

Contactless payment is increasingly being used to pay for low-value items and a replacement for cash. It was introduced on buses in London in 2012 and is now being introduced on the entire TfL network....

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What's the holdup - sample action plan

We regularly ask passengers if their buses turn up on time. We know from our Bus Passenger Survey that passengers are consistently less satisfied with the punctuality of their buses than they are with...

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Key research publications

The table below lists the most important pieces of research we have carried out and published in the last few years. Click the name of the publication to view and/or download it. Publication date Name...