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Data Provider: Welsh Government National Statistics Overall passenger satisfaction with their journey on Arriva Trains Wales by time of survey
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Measure1
Passenger Satisification[Filter]
Time of Survey[Filter]
Click here to sortSample Size (number)Click here to sortSatisified or good (%)Click here to sortNeither satisified nor dissatisified (%)Click here to sortDissassified or poor (%)Click here to sortAll regional operators satisified or good (%)
Spring 200671379111085
Autumn 20067998011984
Spring 20077818410682
Autumn 2007775859683
Spring 20087828311684
Autumn 2008730867786
Spring 2009791879386
Autumn 2009775869589
Spring 2010999888488
Autumn 2010757878586
Spring 2011912878586
Autumn 20111,5098411587
Spring 20121,172887586
Autumn 20121,308888486
Spring 20131,201888484
Autumn 20131,2068610484
Spring 20141,0458311686
Autumn 20141,0338311684
Spring 20151,335899285
Autumn 20151,0558212688
Spring 20169708211785
Autumn 20161,0408211784

Metadata

Title
Overall passenger satisfaction with their journey on Arriva Trains Wales trains by time of survey

Last update
9th March 2017 9th March 2017

Next update
March 2018

Publishing organisation
Welsh Government

Source 1
Survey of Rail Passenger Satisfaction, Passenger Focus

Contact email
stats.transport@wales.gsi.gov.uk

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

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 2016.

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.

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