General description

This dataset gives information on the overall passenger satisfaction with there journey on Arriva trains Wales trains. Information about passenger satisfaction with train services and station facilities comes from the surveys of rail users carried out by Passenger Focus. The survey asks the same set of questions about passengers’ experiences of using railway facilities and rolling stock in the Spring and Autumn of each year. Data are presented a sample size (number) or results of survey (percentage).

Data collection and calculation

Passenger satisfaction figures are collected by the National Passenger Survey (NPS) which provides a picture of customers’ satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of passenger journeys. Passengers’ overall satisfaction and satisfaction with 30 specific aspects of service can therefore be compared over time. Questionnaires are handed out at stations to passengers about to board a train, with a reply paid envelope provided for returning questionnaires. Fieldwork is carried out each spring (principally in February/March) and in the autumn (principally in September/October) over an 11 week period. Quotas for returned questionnaires, and weighting for the survey results, are set overall and by weekday/weekend, journey purpose and station size based on information from each Train Operating Company (TOC). This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC. National results are constructed by combining data for all TOCs together, weighting by number of journeys.
Approximately 33% of questionnaires that are given out are returned each survey. Returned questionnaires are checked to confirm that details provided are for a real journey and then the questionnaire response is assigned to the appropriate Train Operating Company (TOC).
Details of the compliance of this survey with National Statistics standards can be found at:
http://www.passengerfocus.org.uk/official-statisticsThe survey itself can be found on the Passenger Focus website:
http://www.passengerfocus.org.uk/research/national-passenger-survey-introduction

Frequency of publication

Annual

Data reference periods

These statistics relate to cases in Wales and Great Britain passenger satisfaction survey conducted twice a year up to 2019.

Users, uses and context

These statistics are used both within and outside the Welsh Government to monitor trends in rail transport and as a baseline for further analysis.
The information for these statistics is based on a range of household and individual surveys and on administrative data.

Revisions information

Data for previous periods are routinely updated. Data for the current financial or calendar year may be revised with the release of next year’s data set.

Title

Overall passenger satisfaction with their journey on Arriva Trains Wales trains by time of survey - up to 2019 only

Last update

August 2020 August 2020

Next update

April 2021 (provisional)

Publishing organisation

Welsh Government

Source 1

Survey of Rail Passenger Satisfaction, Passenger Focus

Contact email

stats.transport@gov.wales

Designation

National Statistics

Geographical coverage

Wales

Languages covered

English and Welsh

Data licensing

You may use and re-use this data free of charge in any format or medium, under the terms of the Open Government License - see http://www.nationalarchives.gov.uk/doc/open-government-licence

Statistical quality

Passenger satisfaction figures are collected by the National Passenger Survey (NPS) which provides a picture of customers’ satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of passenger journeys. Passengers’ overall satisfaction and satisfaction with 30 specific aspects of service can therefore be compared over time. Questionnaires are handed out at stations to passengers about to board a train, with a reply paid envelope provided for returning questionnaires. Fieldwork is carried out each spring (principally in February/March) and in the autumn (principally in September/October) over an 11 week period. Quotas for returned questionnaires, and weighting for the survey results, are set overall and by weekday/weekend, journey purpose and station size based on information from each Train Operating Company (TOC). This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC. National results are constructed by combining data for all TOCs together, weighting by number of journeys.
Approximately 33% of questionnaires that are given out are returned each survey. Returned questionnaires are checked to confirm that details provided are for a real journey and then the questionnaire response is assigned to the appropriate Train Operating Company (TOC).
Details of the compliance of this survey with National Statistics standards can be found at:
http://www.passengerfocus.org.uk/official-statisticsThe survey itself can be found on the Passenger Focus website:
http://www.passengerfocus.org.uk/research/national-passenger-survey-introduction

Weblinks

Rail transport, statistical release: http://gov.wales/statistics-and-research/rail-transport/?lang=en

Keywords

Rail passenger Journeys Passenger satisfaction

Name

TRAN0159