Measuring Up - Annual rail consumer report

9 July 2018

‘Measuring Up’ is our annual rail consumer report showing how the rail industry is delivering for passengers. It focuses on ticket retailing, passenger information, passenger assistance, and complaints and compensation.

The purpose of the report is to inform the rail industry, passenger organisations, government and wider stakeholders of Network Rail's and train operators' performance in these key passenger areas.

Our consumer function is part of our role to protect the interests of rail and road users ensuring the safety of the rail network and regulating Network Rail, holding it to account for delivering high levels of performance and service, as well as good value for money – for passengers, the freight industry and taxpayers.

Current report

Measuring Up - Annual rail consumer report 2018 pdf icon PDF, 11,074 Kb

Actions to improve services in response to complaints 2017-18: All train operating companies (TOCs) xlsx icon XLSX, 365 Kb

Disability and equality staff training 2017-18: All train operating companies (TOCs) xlsx icon XLSX, 144 Kb

Accessibility and inclusion

This graph shows a range of accessibility data for each operator. It includes data on booked assistance volumes, and satisfaction with booked assistance. It also shows accessibility complaints per 100,000 journeys and volume of alternative accessible transport booked.

See our Complaints handling graph.