Northern Customer Experience Survey 2018-19 · Northern Customer Experience Survey Continuous National Rail Passenger Survey Annual Report for 2018/19. Survey method • The Northern

Northern Customer Experience SurveyContinuous National Rail Passenger Survey

Annual Report for 2018/19

Survey method

• The Northern Rail Passenger Survey was conducted throughout the year, with a

target of at least 380 questionnaires returned across most four week rail periods.

The sample size target is higher for four rail periods when the National Rail

Passenger Survey is in field (rail periods 7, 8, 12 and 13).

• Passengers are handed questionnaires or asked to complete a questionnaire

online whilst they are making rail journeys across the Northern rail network at

various times of day and days of the week.

• The questionnaire is focused on the journey they were making when asked to

complete the questionnaire.

• The survey tracks Northern passengers’ satisfaction with their journey and

questions about the train, station and customer service.

• A three-period moving average is also produced for the four regions of Northern’s

network – Central, East, North East, and West (see slide 12 for a brief description

of the area covered by each rail region).

• Results are weighted to ensure the results are as representative as possible.

7677

62

77

73

70

76

7169

77

68

81

75

55

65

75

85

95

RP1 RP2 RP3 RP4 RP5 RP6 RP7 RP8 RP9 RP10 RP11 RP12 RP13

% S

AT

IS

FIE

D

Overall journey satisfaction

Trend in overall satisfaction

3

Northern

RP6

Note: The Overall Journey satisfaction question is worded ‘Taking into account the station where you boarded the train and the

actual train travelled on after being given this questionnaire, how satisfied were you with your journey today’.

Overall journey satisfaction for Northern varied during 2018/19 with a clear fall in Rail Period 3 following the

May 2018 timetable change and highest satisfaction in Rail Period 12 towards the end of the year.

6264

58

6462

60

63

60

57

63

58

65

62

50

60

70

80

90

100


% S

AT

IS

FIE

D

Average scores for train metrics in 2018/19

Trend in average score for train metrics

Northern

4

Statements included in

Train average:

Satisfaction with train

boarded

Frequency of the trains on

that route

Level of crowding

Connections with other

train services

Cleanliness of the inside

of the train

Cleanliness of the outside

of the train

Upkeep and repair

Space for luggage

Comfort of seats

Personal security on

board

Toilet facilities

Note: The average score each rail period is calculated by adding up the percentage of passengers satisfied for each

factor and dividing by the number of factors.

69

72

65

71

67 67

73

6867

65

64

72

69

50

60

70

80

90

100


% S

AT

IS

FIE

D

Average scores for station metrics in 2018/19

Trend in average score for station metrics

Northern

5


Station average:

Satisfaction with station

Ticket buying facilities

Upkeep/repair of station

buildings

Cleanliness of the station


forms of public transport

Facilities for car parking

Facilities for bicycle

parking

Personal security at

station

Overall station

environment

Shelter facilities

Availability of seating

Note: The average score each rail period is calculated by adding up the percentage of passengers satisfied for

each factor and dividing by the number of factors.

62

65

60

65

6264 65

63 63 63

62

66 66

50

60

70

80

90

100


% S

AT

IS

FIE

D

Average scores for customer service metrics 2018/19

Trend in average score for customer service metrics

Northern

6


Customer Service average:

Provision of information

about train times/platforms

Availability of staff at

station

Attitudes and helpfulness

of staff

How request for

information was handled


during journey

Availability of staff on train

Helpfulness and attitude of

staff on train

How well the train company

dealt with delays

Usefulness of delay

information

Note: The average score each rail period is calculated by adding up the percentage of passengers satisfied for each

factor and dividing by the number of factors.

71

72

71 7474

7372

7170

77 76

73

70 6871

71

65

61 61

66

77

73

71

72

7174

7577

7978

72

77 77

85

83

79

82 81

80

7775 76

77

79

68

73

71

7575 76 76

73

71

74

78

60

70

80

90

100

RP

1 -

RP

3

RP

2 -

RP

4

RP

3 -

RP

5

RP

4 -

RP

6

RP

5 -

RP

7

RP

6 -

RP

8

RP

7 -

RP

9

RP

8 -

RP

10

RP

9 -

RP

11

RP

10

- R

P1

2

RP

11

- R

P1

3

% S

AT

IS

FIE

D

Northern Central East North East West

Northern

RP1

The three-period averages for overall satisfaction showed satisfaction for the

North East region declined for much of 2018-19 and Central region satisfaction

dipped around rail period 8-10. Satisfaction improved for all regions at the end

of the year.

Trend in three-month periods for overall satisfaction

Northern and regions

7

61

62

61

63

6362

60 59 59

63 63

57 5656

6061

57

53 5354

5655

63

6566

66 65 65 66

64

60

66 66

73

69

65 65 6563 64 64

6664

65

6263

5960

61 61

61

60 61

67 68

40

50

60

70

80

90

100

RP

1 -

RP

3

RP

2 -

RP

4

RP

3 -

RP

5

RP

4 -

RP

6

RP

5 -

RP

7

RP

6 -

RP

8

RP

7 -

RP

9

RP

8 -

RP

10

RP

9 -

RP

11

RP

10

- R

P1

2

RP

11

- R

P1

3

% S

AT

IS

FIE

D


Trains: three-period average scores for Northern

regions in 2018/19

Trend in three-month score for train metrics


8

Statements included

in Train average:

Satisfaction with

train boarded

Frequency of the

trains on that route

Level of crowding

Connections with

other train services

Cleanliness of the

inside of the train

Cleanliness of the

outside of the train

Upkeep and repair

Space for luggage

Comfort of seats

Personal security on

board

Toilet facilities

6970

68

69

7070

7067

65

69 69

7069

65

6668

6664 63 64

66 66

70

71

71

70

7172

73

7067

7068

7877

74

74

75

71

70 67 70

7476

6265 66

70

71 73

73

70

62

71

76

40

50

60

70

80

90

100

RP

1 -

RP

3

RP

2 -

RP

4

RP

3 -

RP

5

RP

4 -

RP

6

RP

5 -

RP

7

RP

6 -

RP

8

RP

7 -

RP

9

RP

8 -

RP

10

RP

9 -

RP

11

RP

10

- R

P1

2

RP

11

- R

P1

3

% S

AT

IS

FIE

D


Stations: three-period average scores for Northern

regions in 2018/19

Trend in three-month score for station metrics


9


Station average:

Satisfaction with

station

Ticket buying facilities

Upkeep/repair of

station buildings

Cleanliness of the

station


forms of public

transport

Facilities for car

parking

Facilities for bicycle

parking

Personal security at

station

Overall station

environment

Shelter facilities

Availability of seating

6263

62

64

64

64

64

6363

65 66

6061 61

64 6361

57 5758

6062

6162 62 62

6566 68 68

66

6767

74 75

7274 75 74 73

7373

70 7065 64

62

64

62

63

6364

61

6668

40

50

60

70

80

90

100

RP

1 -

RP

3

RP

2 -

RP

4

RP

3 -

RP

5

RP

4 -

RP

6

RP

5 -

RP

7

RP

6 -

RP

8

RP

7 -

RP

9

RP

8 -

RP

10

RP

9 -

RP

11

RP

10

- R

P1

2

RP

11

- R

P1

3

% S

AT

IS

FIE

D


Customer service: three-period average scores for

Northern regions in 2018/19

Trend in three-month score for customer service metrics


10


customer service

average:


about train

times/platforms

Availability of staff at

station

Attitudes and

helpfulness of staff

How request for

information was

handled


during journey

Availability of staff on

train

Helpfulness and attitude

of staff on train

How well the train

company dealt with

delays

Usefulness of delay

information

Rail periods

The results of the survey are shown by rail periods (which are four week

periods across the year). The dates covered by each rail period in 2018-19 are:

RP1: 01/04/18 to 28/04/18

RP2: 29/04/18 to 26/05/18

RP3: 27/05/18 to 23/06/18

RP4: 24/06/18 to 21/07/18

RP5: 22/07/18 to 18/08/18

RP6: 19/08/18 to 15/09/18

RP7: 16/09/18 to 13/10/18

RP8: 14/10/18 to 10/11/18

RP9: 11/11/18 to 08/12/18

RP10: 09/12/18 to 05/01/19

RP11: 06/01/18 to 02/02/19

RP12: 03/02/19 to 02/03/19

RP13: 03/03/19 to 31/03/19.

Northern’s regions

Northern: Central

Journeys from stations on lines in and around Greater Manchester.

Northern: East

Journeys from stations on lines in and around Yorkshire and the Humber,

including Leeds, Doncaster and Sheffield.

Northern: North East

Journeys from stations on lines in and around the North East, including

Newcastle and Middlesbrough.

Northern: West

Journeys from stations on lines in and around Liverpool, Preston and

Cumbria.

Documents

Northern Customer Experience Survey 2018-19 · Northern Customer Experience Survey Continuous National Rail Passenger Survey Annual Report for 2018/19. Survey method • The Northern