Passenger experience report

A summary of the passengers' experience of planning journeys, choosing rail, buying tickets and using the railway. It draws on new research into passengers' decisions between modes, past research into ticket buying and travel habits. It combines this with performance information on the rail network to present a comprehensive picture of passengers' experience as customers and consumers of Britain's railway.

The 'Rail passenger satisfaction benchmarking' report sets out the main findings of our research into how satisfaction with rail services compares to satisfaction with comparator utilities. The research benchmarks satisfaction with different elements of rail services against the same element of utilities including electricity suppliers, internet services, bank services, mobile phone services, and air travel.