All research & publications

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...


Transport integration in Scotland

Passenger Focus maintains that travel by public transport should be as easy as possible for passengers. We knew from previous research that many passengers are reluctant to make integrated journeys, as...


Customer complaint handling procedure (CCHP)

How we can help you – customer complaint handling procedure Passenger Focus is the independent watchdog set up by Government to protect the interests of Britain's rail passengers and England’s bus, coach...