All research & publications


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...

Passenger information screens at railway stations

This report looks at passengers’ experiences of current passenger information systems at stations, and their aspirations for the future, to help inform future developments with information systems. The...

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Rail passengers’ priorities simulator

We have produced a simulator that you can use to run priorities for different groups of passengers. For example, you can run priorities by region, journey length, age and gender. The simulator also allows...

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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.  ...

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