Text Size

Current Size: 100%

Response to publication of National Passenger Survey

19 June 2013
Campaign for Better Transport has responded to the publication of the National Passenger Survey - Spring 2013.

Richard Hebditch, Campaigns Director, Campaign for Better Transport said

"Passengers are unhappy about the value they get for their tickets. With the review of fares due, now is the time for Government to end above inflation ticket price hikes."

The National Passenger Survey also sets out passenger satisfaction with different train operators. Merseyrail and London Overground continue to be the best performing franchises.

Richard Hebditch, Campaigns Director, Campaign for Better Transport said

"Passengers regard London Overground and Merseyrail as among the best operators on the network. Unlike other franchises, they are managed locally rather than by central Government. This approach has helped transform them. We need to reform the franchising so more services can be run this way."



1. The National Passenger Survey is undertaken by Passenger Focus. Among the findings of the Spring 2013 survey are:

  • 82% of passengers said they were satisfied overall with their journey - down from 83% in spring 2012
  • 42% satisfied with value for money - the same as spring 2012
  • 78% of passengers said they were satisfied with punctuality/reliability - down from 81% in spring 2012
  • 67% satisfied with there's enough room on services - down from 69% Spring 2012.

The survey reports 92% of passengers were satisfied with London Overground and Merseyrail services - the highest of the franchise operators. Three open access operators - First Hull Trains, Heathrow Express and Grand Central - scored higher overall satisfaction, ranging between 93-95%.


Full details of the survey are available on the Passenger Focus website.

2. In February 2013, Campaign for Better Transport published Going Local: Lessons for rail policy from London Overground and Merseyrail. The report can be downloaded here.