A new survey has been launched that aims to gauge passenger satisfaction across Britain’s railway.
The survey, which is set to be the biggest in history, will see roughly ten thousand passengers a month asked their views on the rail network whilst en route to their destination, with an aim of speaking to an estimated 130,000 passengers per year.
It will allow passengers to voice their experiences and share their views, as well as provide advice on any necessary improvements.
The first set of results is expected to be made available to the public via an interactive online dashboard in Autumn 2025.
A collaboration between Rail Delivery Group, Department for Transport, Network Rail, Transport Focus and the Customer and Revenue Growth team, previously part of the Great British Railways Transition Team, the survey replaces the National Rail Passenger Survey, doubling the previously selected sample size.
Suzanne Donnelly, Customer & Revenue Growth Director for Network Rail, said:The launch of this survey is a powerful example of the whole railway sector coming together to deliver a step change in rail’s customer insight capability.
Developed collaboratively by the Rail Delivery Group, Network Rail, the Department for Transport, train operating companies, and other partners, this programme puts the passenger voice at the centre of our shared decision-making.
It lays a crucial foundation for understanding current customer needs and creating the right conditions for Great British Railways — which will ultimately help to rebuild public trust and encourage more people to travel by train.
The survey is planned to be held continuously, with no end date currently specified. It will utilise new methodology leveraging new technology to pinpoint which train a respondent is travelling on.
Jacqueline Starr, Executive Chair and Chief Executive Officer of Rail Delivery Group, said:The industry is excited to offer this new and meaningful way for customers’ voices to be effectively and consistently heard across the rail network. No matter which train operator you travel with or where you are headed, you’ll have the opportunity to speak directly to us and know that you’re being listened to.
We’re going to make it easier for customers to share their views with the industry, and it will help the industry put those views into practice. Making a real difference for customers. And, as the industry moves towards the creation of Great British Railways, this helps us to make sure that where there is best practice, it is spread across the network so that everyone can benefit, no matter where they live.
