northern customer experience survey 2018-19 · northern customer experience survey continuous...
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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
RP1 RP2 RP3 RP4 RP5 RP6 RP7 RP8 RP9 RP10 RP11 RP12 RP13
% 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
RP1 RP2 RP3 RP4 RP5 RP6 RP7 RP8 RP9 RP10 RP11 RP12 RP13
% S
AT
IS
FIE
D
Average scores for station metrics in 2018/19
Trend in average score for station metrics
Northern
5
Statements included in
Station average:
Satisfaction with station
Ticket buying facilities
Upkeep/repair of station
buildings
Cleanliness of the station
Connections with other
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
RP1 RP2 RP3 RP4 RP5 RP6 RP7 RP8 RP9 RP10 RP11 RP12 RP13
% S
AT
IS
FIE
D
Average scores for customer service metrics 2018/19
Trend in average score for customer service metrics
Northern
6
Statements included in
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
Provision of information
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
Northern Central East North East West
Trains: three-period average scores for Northern
regions in 2018/19
Trend in three-month score for train metrics
Northern and regions
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
Northern Central East North East West
Stations: three-period average scores for Northern
regions in 2018/19
Trend in three-month score for station metrics
Northern and regions
9
Statements included in
Station average:
Satisfaction with
station
Ticket buying facilities
Upkeep/repair of
station buildings
Cleanliness of the
station
Connections with other
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
Northern Central East North East West
Customer service: three-period average scores for
Northern regions in 2018/19
Trend in three-month score for customer service metrics
Northern and regions
10
Statements included in
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
Provision of information
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.